We just held our annual conference, PagerDuty Summit 2018, where we shared new product announcements and demoed new capabilities. But while we always have big...by Rachel Obstler
October 18, 2018
In Q3, we released many exciting new capabilities to continue to deliver a great user experience and value to our customers. In last week’s What’s New webinar, we sat down with Dave Cliffe, Product Manager of Incident Management; Steve Rice, Product Manager of Platform; and Vera Chen, Technical Marketing Manager at PagerDuty to share the newest updates.
Dave showcased key capabilities around major incident response that make it easier than ever before for responders to recruit and collaborate with others on critical, business-impacting incidents. These features dramatically eliminate chaos while in the line of fire and ensure that organizations’ incident management processes can grow with them as they scale.
In his live demo, Dave showed how Incident Commanders can leverage these three features to assess the scene, understand the impact of an incident, establish incident command, request the required resources, and maintain common ground to deliver a streamlined response.
PagerDuty has the largest number of native integrations in the space. To truly optimize and customize the incident response workflow, there needed to be a simple and intuitive way to extend core PagerDuty functionality to support the tools that our customers already use. We broadened the scope of our platform capabilities by making it easier for developers and non-developers to configure workflow extensions. Our new Workflow Extensions provides a centralized location to discover, manage, and configure all all of the tools with which they want to extend their PagerDuty workflow.
Steve showed off an exciting live demo of how Workflow Extensions can power an end-to-end incident management workflow to dramatically reduce MTTA and MTTR. He was able to automatically generate an incident simply by calling a number via Live Call Routing, and the incident details automatically pushed into a Slack channel where the on-call team could immediately assign a status to it with Slack message buttons. When he drilled into the incident to see what was wrong, the embedded real-time Datadog dashboard helped him quickly identify the source of the issue and resolve the incident.
Finally, Vera wrapped up the webinar with an update to one of our most enterprise integrations. The PagerDuty App for ServiceNow v3.1 is now certified for the Helsinki and Geneva versions of ServiceNow. Incidents triggered from PagerDuty to ServiceNow can now be resolved in either platform.
If you missed the What’s New Webinar, not a problem — it’s available to watch on demand at any time. Be sure to also register for our upcoming What’s New webinar to stay in the loop with new capabilities.