Are you attending AWS re:Invent this year? Visit PagerDuty in the Expo hall at booth #3819 to learn about our AWS integrations, and how PagerDuty’s technology ecosystem helps you connect everything and unlock the full potential of your tool stack.

PagerDuty has over 700+ integrations with technology partners in DevOps, IT, Observability, Security, Business Operations, Customer Service, and more. We are teaming up with Datadog, Sumo Logic, Orca Security, HashiCorp, Crowdstrike, Dynatrace, GitLab, IBM Instana, JFrog, and Sysdig to bring you more opportunities to learn, win prizes, and celebrate our time together at AWS re:Invent!

As you plan your time at re:Invent, here are all of the ways that you can engage with PagerDuty and our technology partners.

FIRESIDE CHAT: AUTOMATE WITH PAGERDUTY + AWS WITH INDUSTRY LEADERS
Session # PRT 217
Mon, Nov 28th, 2:30pm at the Venetian Theatre

ECOSYSTEM PARTNER LIGHTING TALKS AT THE PAGERDUTY BOOTH: 
Come join us at our booth #3819 for the following presentations.

Tues, Nov 29th at 12:30 pm
Ecosystem Partner: JFrog
Presenter: Bill Manning, Solutions Engineering Manager

Tues, Nov 29th at 3:30 pm
Ecosystem Partner: GitLab
Presenter: Pete Goldberg, Director of Alliances

Tues, Nov 29th at 5:30 pm
Ecosystem Partner: Dynatrace
Presenter: Rob Jahn, Sr. Technical Partner Manager

Wed, Nov 30th at 1:30 pm
Ecosystem Partner: Orca Security
Presenter: Jacob Graves, Manager of Sales Engineering

Wed, Nov 30th at 3:30 pm
Ecosystem Partner: IBM Instana
Presenter: Mike Mallo, IBM Hybrid Cloud Offering Manager

Wed, Nov 30th at 5:30 pm
Ecosystem Partner: Sumo Logic
Presenter: Jose Nirranjan and Cruze Jesudoss, Enterprise Solutions Engineer

Thur, Dec 1st at 12:30pm
Ecosystem Partner: Sysdig
Presenters: Majid Hussain, Sr. Customer Solutions Engineer, Sysdig and Bobby Zimmerman, Solutions Consultant, PagerDuty

Thur, Dec 1st at 2:30pm
Ecosystem Partner: Crowdstrike
Presenter: Ted Pan, Technical Marketing Manager

PagerDuty experts will also be presenting at our partner’s booth
Tues, Nov 29th at 3:30 pm
Optimizing Response Time with PagerDuty + GitLab
Presenter: Bobby Dohil, Director, Global Tech Ecosystem at PagerDuty
GitLab Booth #228

Wed, Nov 30th at 1:15 pm
Accelerating Incident Resolution with PagerDuty and Sumo Logic through Automated Diagnostics
Presenters: Bobby Dohil, Director, Global Tech Ecosystem at PagerDuty and Jose Nirranjan and Cruze Jesudoss, Enterprise Solutions Engineer at Sumo Logic
Sumo Logic Booth #1120

Wed, Nov 30th at 1:00 pm
Fix Cloud Native Problems Faster! Better Together with Sysdig & PagerDuty
Presenters: Majid Hussain, Sr. Customer Solutions Engineer, Sysdig and Bobby Zimmerman, Solutions Consultant, PagerDuty
Sysdig Booth #618

PARTICIPATE IN OUR PARTNER PASSPORT PROGRAMS:
While you are at our booth, don’t forget to enter these awesome Partner Passport Programs. Collect stamps from each booth for a chance to win prize bundles, including Amazon, Airbnb, and airline gift cards, Nintendo Switch Lites, and more!

• DataDog Passport Program with PagerDuty, HashiCorp, and MongoDB
• Sumo Logic Passport Program with PagerDuty and Redis
• DevOps Passport Program with Granulate and Harness
  

PARTY WITH PAGERDUTY AND OUR PARTNERS – SPECIAL EVENTS: Come join us for good food, drinks, and conversations. Be sure to reserve your spot at each of the events.
DevOps After Dark: Granulate with PagerDuty, Gremlin, Sysdig, Coralogix, and LaunchDarkly are looking forward to hosting you at our DevOps After Dark party at re:Invent on Tue, November 29, 2022, 7:00 PM – 10:00 PM PST at Chayo Mexican Kitchen + Tequila Bar 3545 South Las Vegas Boulevard Las Vegas, NV 89109. Join us for margaritas, sliders, and beers. Reserve a spot.

DataDog Pub Crawl: DataDog with PagerDuty, HashiCorp, and MongoDB are hosting a pub crawl at re:Invent. Come mingle with us and have evening cocktails and conversation on Wed, November 30, 2022, 6:00 PM – 8:00 PM PST at Matteo‘s Ristorante Italiano. Reserve a spot.

Sumo Logic Sumo Slam Jam:  Sumo Logic with PagerDuty, Gigamon, and Redis are hosting a sumo slam jam on Wed, Nov 30, 2022, 8:00 PM PST at Omnia Nightclub at Caesars Palace.  Join us for electrifying entertainment – Live sumo wrestling, appetizers, and an open bar.  Reserve a spot.

Resources:
Thinking About Building a PagerDuty Integration? If you’d like to develop your own integration, check out our developer portal for resources or contact us about our partner program to learn more about partnering with PagerDuty. To learn more about PagerDuty’s integrations, the full listing is on our website. Join our community to stay up to date with what’s happening around the PagerDuty ecosystem.
Interested in learning more about how Process Automation can enhance your solution? Check out PagerDuty’s Process Automation.

The post PagerDuty Ecosystem Highlights at AWS re:Invent 2022 – Check Out Our Partnerships, AWS Integrations, and Win Prizes! appeared first on PagerDuty.

• Incident Response Status Update Notification Templates customization, standardization, and reusability
• PagerDuty® Process Automation and Rundeck Community updates in the latest 4.7.0 Release and new Automated Diagnostics for AWS
• Updates to CollabOps and Customer Service Ops Integrations
  • How to Show Maintenance Windows in Slack
  • PagerDuty App for Salesforce v3.7 and PagerDuty App for Zendesk Migration to v3
• Product Deprecations including the v1 Webhooks  EOL (End-Of-Life), Event Rules EOL & Migration to Event Orchestration, and v2 Zendesk Integration EOL
• Sign up for upcoming Events view our recent Podcasts and Twitch Streams, and join members of our Community Team and Product Teams as they walk you through new products and leading practices in the software industry

Incident Response

Status Update Notification Templates EA

We’re excited to announce updates to Status Update Notification Templates. You can now customize and standardize reusable communication templates based on impact, service areas, and more. Teams can also leverage this feature to fit their needs in any tool or context via our API. 

(Featured above: Setting Up Status Update Notification Templates With Variables)

(Featured above: Setting Up Status Update Notification Templates Preview)

• Please fill out the Early Access Program Form to be added to our early access list for the latest updates
• Learn more about communicating with stakeholders in the Knowledge Base

PagerDuty® Process Automation

PagerDuty® Process Automation Software and PagerDuty® Runbook Automation Version 4.7.0

Check out the new features and enhancements for PagerDuty® Process Automation, PagerDuty® Runbook Automation and Rundeck Community in this release, including:

• CloudWatch Logs Saved Query Plugin. This plugin simplifies the management of diagnostics queries. An incubating feature that helps users understand the ROI (return on investment) of jobs, and a number of security and compliance updates and bug fixes.

(Featured above: CloudWatch Logs Queries Output)

• ROI Metrics Data (Incubating). Process Automation users now have a way to track time and money saved, as well as begin to see insights into the effectiveness of teams and projects.The ROI Metrics integration tracks user-defined value of each job execution and stores key value pairs against jobs to help you understand the ROI per job execution.

(Featured above: ROI Metrics Output)

• Enhanced Progress Badge Plugin. The Progress Badge plugin can create graphic badges with the option to include emoticon status-symbols that render on the Log Output tab. For users implementing Automated Diagnostics, this gives domain-experts the ability to simplify diagnostics in an easier-to-consume way.

(Featured above: Process Badge in Failed State)

(Featured above: Process Badge in Successful State)

(Featured above: Process Badge State in Incident Activity Timeline)

• Additional Updates. Catch up on additional bug fixes and open source product updates.

Learn more:

• View our Twitch stream review of this release
• Read the full release notes about the Orc Yellowgreen Gift Release (4.7.0), October 6, 2022

Automated Diagnostics for AWS

We recently launched Automated Diagnostics for AWS in PagerDuty to help our customers quickly triage problems in AWS environments. This solution consists of a seamless integration of Automation Actions and Runbook Automation connected to PagerDuty Incident Response and Event Orchestration. It provides prebuilt common diagnostics for frequently used AWS services, and an easy way to add and build your own diagnostics.

(Featured above: Automate Diagnostics Run Actions Menu)

(Featured above: Process Automation AWS CloudWatch Logs Plugin)

Learn more about automated diagnostics for AWS use cases

Integrations

Maintenance Windows in Slack

Have you ever wanted to extend the PagerDuty Slack integration to show maintenance windows directly in Slack? Mandi Walls recently wrote up a walkthrough for exactly that situation.

(Featured above: Multiple Scheduled Maintenance Windows in Slack Result)

Newest Version of the PagerDuty App for Salesforce Is Now Available!

The latest version of the PagerDuty App for Salesforce, v3.7 is now available. Some benefits of this latest versions are the following:

• Webhook Extension upgrade to PagerDuty webhooks v3–This upgrade allows extensions to be added at the account level instead of the service level with webhooks v2
• New Salesforce Extension page and the ability to see what Salesforce accounts are connected to PagerDuty
• Default Object mapping for the salesforce incident object with the standard integration
• Ability to select if ruleset actions should be limited to PagerDuty or Salesforce objects created as part of the ruleset flow

(Featured above: PagerDuty App for Salesforce V3.7 Main Page)

For more information:

• Visit the PagerDuty App for Salesforce integration guide for more details
• Please reach out to support@pagerduty.com with any additional questions

Migrate to v3 PagerDuty App for Zendesk

Migrate now to v3 PagerDuty App for Zendesk to continue to send Zendesk support ticket events to PagerDuty. (The integration will sunset in March 2023 and you’ll be reminded in our deprecation section below)

Some benefits of this upgrade are the following:

• Bidirectional communication between PagerDuty and Zendesk using webhooks
• Additional PagerDuty actions and an Incident console widget on the ticket page
• Ability to view and interact with the PagerDuty status dashboard from Zendesk

(Featured above: Zendesk V3 Status Dashboard)

For more information, please:

• View the PagerDuty App for Zendesk integration guide for more details
• Reach out to support@pagerduty.com with any additional questions

Product Deprecations

Please take note and keep your teams informed of our upcoming product deprecations.

V1 Webhooks EOL

The End of Life date for v1 Webhooks is 10/31/2022. This means:

• You will no longer be able to create new v1 Webhooks or use existing connections to v1 Webhook extensions
• Apps or integrations that are using v1 Webhooks will stop working

For more information, please:

• Refer to this migration guide for details and steps to migrate to v3 Webhooks
• Reach out to support@pagerduty.com with additional questions

Important Dates:

V2 Zendesk Integration EOL

PagerDuty’s v2 App for Zendesk will End-Of-Life in March 2023. Migrate now to continue to send Zendesk Support Ticket events to PagerDuty. You can read about the benefits of migrating to v3 in the Integrations section above.

• Learn more in the PagerDuty App for Zendesk integration guide
• If you have any questions or concerns, please reach out to support@pagerduty.com

Event Rules EOL & Migration to Event Orchestration

PagerDuty Event Rules End-Of-Life is April 30, 2023. You can:

• Learn more about the migration in the knowledge base
• Learn more about Event Orchestration
• Contact your account managerWe have plenty of migration paths to support this EOL. Additionally on the EOL date, we will auto-migrate any remaining event rules you are using to Event Orchestrations, one-to-one. From then on, you’ll be able to do everything in Event Orchestration that you can in Event Rules today. Event Orchestration has the same features as Event Rules and it uses the same backend architecture, ensuring that event processing has billions-of-events-worth of testing already baked in.

Webinars & Events

Join us for the following webinars and events to learn more about PagerDuty’s recent product updates and how they benefit customers. These are just a few of many:

Webinars

Page It to the Limit: Security Careers

October is Cybersecurity Awareness Month! Our security team at PagerDuty helps our engineers keep our platforms safe, provides our employees with security training, and much more. Join Megg Sage and Patrick Roserie as you listen to the latest episode of Page It to the Limit (the PagerDuty podcast) to learn more about how they approach security at PagerDuty and beyond.

Evolve to resolve: fewer incidents, faster response (November Product Launch!)

Join our SVP & GM of Emerging Products Jonathan Rende and senior product team members Kat Gaines, Julia Nasser, Sam Ferguson, and Hadijah Creary for a deep-dive into some of our newest capabilities, including:

• Incident Workflows
• PagerDuty Status Page and Status Update Notification Templates
• Flexible time windows for Intelligent Alert Grouping
• Updated for 2022! Incident Response Ops Guide

Register today and secure your spot!

Live Call Routing: The Fastest Way to Reach an On-Call Staff

Join Tim Chinchen and Ben Wiegelmann from PagerDuty as they discuss:

• What is Live Call Routing? Explore the Live Call routing workflow and why it works
• How to set up Live Call Routing with no code required
• Customer use cases from small to large companies who are using Live Call Routing to drive down response time and improve the overall customer experience

Register today!

Register for upcoming events in November here!

PagerDuty Community Twitch Stream

Join us on our Twitch channels, PagerDuty Twitch Stream and PagerDuty Community Twitch Stream, to catch up on one of our latest streams led by our Developer Advocates! Catch our past streams via the YouTube Twitch Streams Channel.

• Subscribe and get notified when we’re live and view previous recordings
• Missed one of our broadcasts? Watch any of these upcoming and recent Twitch streams (PagerDuty Garage and Terraform Time) or YouTube videos:
  • HowTo Happy Hour: Intelligent Alert Grouping With Mandi Walls, as well as Max Li and Everaldo Eguiar (Data Scientists from PagerDuty) (September 30, 2022)
  • Process Automation and Rundeck OSS Release Notes v4.70 with Mandi Walls and Jake Cohen from PagerDuty (Oct 12, 2022)
• View our Twitch Stream schedule to join one of our weekly ongoing streams in November!

If your team could benefit from any of these enhancements, be sure to contact your account manager and sign up for a 14-day free trial.

The post What’s New: Updates to Incident Response, PagerDuty® Process Automation Software & PagerDuty® Runbook Automation, Integrations, and More! appeared first on PagerDuty.

Datadog integrates with more than 500 technologies to provide deep visibility into a variety of systems and applications.  Users can set up monitors to automatically detect issues across any layer of their stack, and leverage the PagerDuty integration to quickly kick off a response.  For example, whenever a metric falls outside a designated range, Datadog sends a signal to both PagerDuty and Salesforce to alert the entire organization about a problem. This provides context with the relevant tags, data visualizations, and messages to help engineers identify and troubleshoot the issue.

PagerDuty and Datadog

As the central nervous system of an organization’s digital operations, PagerDuty collects those incoming signals, groups and correlates incidents, and when necessary creates a new incident.  PagerDuty assembles the right subject matter experts (SMEs), arms them with environment and situational information (related incidents, recent changes, etc.) so that they can resolve the incident in the shortest time possible. (See Datadog and PagerDuty diagram)

Datadog and PagerDuty Integration accelerates incident resolution

PagerDuty and Salesforce Service Cloud

At the same time, customer service agents (generally a separate team from the incident responders) engage with customers who are being affected by potentially the same incident.  While many DevOps and ITOps teams have adopted PagerDuty as a real-time digital operations platform, Customer Service teams generally don’t have real-time visibility into the DevOps and ITOps systems because traditionally they use different tools.

Dev and IT Teams use Tools traditionally not integrated with Customer Service Systems

This lack of real-time visibility becomes a barrier to clear communication between the front-end Customer Service teams and the back-end technical teams.  This internal barrier in turn hinders the Customer Service Team’s ability to set accurate expectations with customers and that has a negative effect on customer satisfaction.

Based on hundreds of conversations with several of our customers we decided to integrate PagerDuty with Customer Service Solutions like Salesforce Service Cloud.  PagerDuty provides Customer Service teams with the visibility they need to solve customer problems faster.  This also shields Engineering teams from having to manage updates and communications that Customer Service Teams need to provide.

Customer Service Reps and other stakeholders gain additional visibility with PagerDuty

Customer as a Signal

Even with excellent monitoring and observability tools, a large percentage of companies are still finding out about customer impacting disruptions directly from their customers. Customers perceive technical problems differently, for example in an eCommerce scenario, they may say “Checkout Service is not working” or “I cannot complete my purchase” instead of “eCommerce database is down” or “router down preventing traffic to the eCommerce database pod”.

This reporting of an incident by customers is what we call “customer as a signal”. PagerDuty correlates and reconciles this signal from the customer with other signals from Datadog (e.g., triggered monitors that identified database or router issues that could be causing the disruption) and provides additional information to the customer service reps who are now important stakeholders on this incident. Customer service reps can also use Datadog to see customer pain points with Real User Monitoring and Session Replay, enabling them to set accurate expectations about targeted resolution times.

Our Joint Solution

PagerDuty can concurrently send updates to Datadog and all stakeholders, so that the teams that perform system monitoring are kept informed about who is working to resolve the incident, which customers are affected, along with environmental information, and resolution targets. Once the responders resolve the incident, PagerDuty enables documentation of any new learnings (postmortems) and conveys the resolution of the incident to both Datadog and Service Cloud.

PagerDuty Incidents and Status Dashboard embedded in the Datadog UI

The integration of PagerDuty, Datadog, and Salesforce Service Cloud allows each team to work out of the system they prefer with PagerDuty acting as the central nervous system.  PagerDuty distributes Incident Information and optimizes communication and collaboration processes between Customer Service and Technical teams.

Integration of PagerDuty, Datadog, and Salesforce Service Cloud

PagerDuty, Datadog, and Salesforce Service Cloud help Customer Service Agents, and Technical Teams avoid context switching through multiple systems that duplicate redundant information.  Leveraging our joint architecture, First Contact Resolutions increase, and at the same time Mean Time to Acknowledge (MTTA) and Mean Time to Resolve (MTTR) are reduced.  This results in delighted customers and higher morale amongst the different teams involved in the incident resolution process.

To learn more about PagerDuty and our integration with Datadog and Salesforce Service Cloud please click on the following links: PagerDuty and Datadog, PagerDuty and Service Cloud.  To learn more about Datadog’s integration with Salesforce Service Cloud please follow this link: Datadog and Salesforce Incidents.

The post PagerDuty joins forces with Datadog and Salesforce Service Cloud appeared first on PagerDuty.

• • Catch up on details about the recently released PagerDuty + Sumo Logic Job Step Plugin and PagerDuty + AWS ECS Node Executor Plugin, as well as upgrades, bug fixes, and package updates to PagerDuty® Process Automation and Rundeck Community in the latest 4.5.0 Release
  • Enjoy our latest Partner Integrations and App Ecosystem updates–including updates to the sidebar in the PagerDuty App for Jira Cloud, the PagerDuty App for Jira Data Center Recertification, and transition of support to KTSL to manage the PagerDuty App for BMC Helix/Remedy
  • Stay in the know with  Product Deprecations such as the Event Rules EOL & Migration to Event Orchestration and V1/V2 Webhooks deprecations
  • Sign up for upcoming Events view our recent Podcasts and Twitch Streams, and join members of our Community Team and Product Teams as they walk you through new products and leading practices in the software industry

PagerDuty® Process Automation

PagerDuty® Process Automation Software and PagerDuty® Runbook Automation Version 4.5.0

The latest PagerDuty(R) Process Automation Version 4.5.0 includes the following:

• New Sumo Logic Job Step Plugin: Now Sumo Logic users can automate operational tasks – such as retrieving logs for incident diagnostics–by integrating with a Sumo Logic instance.
• AWS ECS Node Executor Plugin: Users can now run commands across multiple ECS containers in a single Job Step or from the Commands tab. This makes it easier to accomplish tasks–such as retrieving time-critical diagnostics during an incident before containers are redeployed. 

View the highlights and learn about additional updates and fixes to plugins and more.

Upgrades, fixes, and package updates are also available for the Rundeck Open Source Product. You can learn more about them and view our public pull requests in GitHub.

Learn more about the Nessie Orchid Tower Release (4.5.0), August 10, 2022.

Partner Integrations & App Ecosystem

PagerDuty App for Jira Data Center: Annual Marketplace App Recertification

If you’ve already integrated PagerDuty with Jira Data Center to tackle critical service requests and accelerate incident resolution with bi-directional sync between Jira Server issues and PagerDuty incidents, we have great news for you! We have also officially re-certified the PagerDuty App for Jira Data Center for another year, maintaining our Data Center Approved Status in the Atlassian marketplace.

Learn more about the app in the knowledge base

PagerDuty App for Jira Cloud: New Option to Display PagerDuty on Jira Cloud Sidebar Available This September

• New Jira Cloud customers will not see PagerDuty displayed on the sidebar by default for all Jira Projects.
• Existing Jira Cloud project admins have the ability to hide or display PagerDuty on the Jira sidebar per project.

(Featured above: PagerDuty sidebar disbled in Jira Cloud)

(Featured above: PagerDuty sidebar enabled in Jira Cloud)

If you have any questions, please reach out to your PagerDuty account team or Customer Support (support@pagerduty.com).

PagerDuty App for BMC Helix/Remedy: Transfer of Ownership to Partner KTSL

PagerDuty has transferred ownership of the BMC Helix/Remedy integration over to the BMC Elite partner known as KTSL-who specializes in service management and integration expertise. Going forward, KTSL will build and support the integration.

(Featured above: PagerDuty Demo from Andrew North on Vimeo)

• Learn more
• View the integration guide

Product Deprecations

Please take note and keep your teams informed of our upcoming product deprecations.

Event Rules EOL & Migration to Event Orchestration

PagerDuty has decided to EOL (end-of-life) Event Rules on January 31, 2023. We have made this decision to ensure that we are dedicating our resources toward building the most robust and reliable event-driven enrichment and automation experience for our customers. Event Orchestration was released earlier this year as the next evolution of Event Rules, and it is now the best way for users to compress rule volumes, improve noise reduction, and more effectively automate away well-understood manual work.

We have plenty of migration paths to support this EOL. Additionally on the EOL date, we will auto-migrate any remaining event rules you are using to Event Orchestrations, one-to-one. From then on, you’ll be able to do everything in Event Orchestration that you can in Event Rules today. Event Orchestration has the same features as Event Rules and it uses the same backend architecture, ensuring that event processing has billions-of-events-worth of testing already baked in.

(Featured above: PagerDuty Event Orchestration)

• Learn more about the migration in the knowledge base
• Learn more about Event Orchestration
• Contact your account manager

V1/V2 Webhooks

If you are currently using V1/V2 webhook extensions in your PagerDuty environment, you need to migrate them to V3 webhook subscriptions to maintain functionality.

Please follow our migration guide.

Important Dates:

• V1 Webhooks – V1 webhook extensions became unsupported (no new features or bug fixes) since November 13, 2021 and will stop working in October, 2022.
• V2 Webhooks – V2 webhook extensions will be unsupported in October, 2022 and will stop working in March, 2023.

Required Permissions:

• Admins or Account Owners can migrate an entire account.
• Team Managers can only migrate webhooks for their assigned Teams.

What are Webhooks? Webhooks allow you to receive HTTP callbacks when significant events happen in your PagerDuty account, for example, when an incident triggers, escalates, or resolves. Details about the event are sent to your specified URL, such as Slack or your own custom PagerDuty webhook processor.

If you have any questions, please reach out to your PagerDuty contact or our support team at support@pagerduty.com.

Learn more about webhooks.

Webinars & Events

Join us for the following webinars and events to learn more about PagerDuty’s recent product updates and how they benefit customers. These are just a few of many:

Events

PagerDuty Summit 2022 (On Demand)

Missed us at PagerDuty Summit this year? Summit talks are now available on demand so you can catch our newest demos, technical sessions, and keynotes from executives and industry leaders anytime!

Watch Summit 2022 on demand

Accelerating Incident Resolution with PagerDuty through Automated Diagnostics for AWS
Thursday, Sep 29, 2022 — 7:00 AM PDT
Thursday, Sep 29, 2022 — 10:00 AM PDT
Thursday, Sep 29, 2022 — 5:00 PM PDT

Join Jake Cohen and Greg Chase from PagerDuty as they discuss how PagerDuty’s:

• Event Intelligence can help reduce noise and drive to next best action for fewer incidents and faster resolution
• Automated Diagnostics help jumpstart time to triage and accelerate root cause analysis

Register Today!

Customer Service Operations: The Proactive Approach with Zendesk
Wednesday, Sep 28, 2022 10 AM PDT

Join Kat Gaines and Carrie Lacina  to learn how to:

• Leverage machine learning to inform customers before they know about a problem, with information on what to expect next and provide differentiated responses for VIP customers
• Use Automation Actions in Zendesk to validate customer problems and capture critical information via automation to diagnose and resolve cases faster
• Drive loyalty, improve CSAT, and exceed customer SLAs by resolving issues before they impact the business

Register today!

Harness the Power of Automation-First AIOps to Improve MTTR
Thursday, Sep 22, 2022 10:00 AM PDT

Join Heath Newburn from PagerDuty as he walks you through:

• Common problems enterprises are looking to AIOps to solve
• Key criteria to consider when evaluating solutions to get value quickly
• How PagerDuty’s automation-first, people-centric approach to AIOps enables machines and people to do what they do best

Register today!

Register for upcoming events in September here!

PagerDuty Community Twitch Stream

Join us on our Twitch channels, PagerDuty Twitch Stream and PagerDuty Community Twitch Stream, to catch up on one of our latest streams led by our Developer Advocates! Catch our past streams via the YouTube Twitch Streams Channel.

• Subscribe and get notified when we’re live and view previous recordings
• Missed one of our broadcasts? Watch any of these upcoming and recent Twitch streams (PagerDuty Garage and Terraform Time) or YouTube videos:
  • PagerDuty Garage With Mandi Walls (August 29, 2022)
  • Terraform Time With Scot McAllister (August 29, 2022)
  • HowTo Happy Hour. Chill out with us and learn about PagerDuty. (September 2, 2022)
  • PagerDuty Garage. The Show About the PagerDuty API. (September 5, 2022)
  • Terraform Time With Scott McAllister (September 5, 2022)
• View our Twitch Stream schedule to join one of our weekly ongoing streams in September!

If your team could benefit from any of these enhancements, be sure to contact your account manager and sign up for a 14-day free trial.

The post What’s New: Updates to PagerDuty® Process Automation Software & PagerDuty® Runbook Automation, Integrations, and More! appeared first on PagerDuty.

• Viewing all incident details, history, and updates
• Performing all incident actions
• Adding all responders to the channel
• Posting or creating a dedicated zoom conference bridge

In order to take advantage of this feature you need to upgrade to Slack on WebHooks V3 and request Early Access from PagerDuty support.  Once you are on the right version and have early access, there are two ways to create a dedicated incident channel:

1. In Slack

From the Slack incident Notification, Use the ‘View|Create Channel’ to create a new dedicated incident channel with the default naming schema. If the channel already exists, a                    message with channel hashtag will be posted.

2. Via PagerDuty Web 

On the Incident Page, use “Set the Channel” to configure the channel. While in Early Access, you will see the ‘BETA’ tag.

Users can then select an existing channel or create a new Slack channel:

If a new channel is created, the user can accept the default name or assign a new one. The channel can be set as public or private.

Note: If multiple Slack workspaces are connected to the PagerDuty account, the user can select the desired workspace for channel connection.

Once created this is what you will see on the PagerDuty web UI and Slack:

We expect that you will take advantage of this new feature and look forward to your feedback.

What’s Next?

We aim to have this functionality live for all customers using Slack on Webhooks V3 next month.

We are also working to enhance this functionality by streamlining and automating the channel creation. 

The post Dedicated Incident Channel Improvements for Slack on Webhooks V3 – Early Access appeared first on PagerDuty.

• • Improve consistency and predictability during Incident Response with Service Standards
  • Learn about our latest PagerDuty® Process Automation and PagerDuty® Runbook Automation AWS Plugins for Automated Diagnostics including the PagerDuty CloudWatch Logs plugin, Systems Manager plugin, and ECS Remote Command plugin
  • Catch up on details about other recently released AWS plugins (ECS and Lambda) and updates to Ansible plugins, as well as numerous core and commercial updates to PagerDuty® Process Automation and PagerDuty® Runbook Automation in the latest 4.4.0 Release
  • Enjoy our latest Partner Integrations and Ecosystem updates–including improvements to the PagerDuty App for Slack: Next Gen Slack V2 Dedicated Incident Channel Improvements (Early Access) and Webhooks V3
  • Improve the lives of customer service agents and reduce resolution times and escalations to engineering teams with Automation Actions in the PagerDuty App for Zendesk
  • Stay in the know with  Product Deprecations and User Administration call to actions
  • Sign up for upcoming Events view our recent Podcasts and Twitch Streams, and join members of our Community Team and Product Teams as they walk you through new products and leading practices in the software industry

Incident Response

Service Standards

Now available to all customers, Service Standards can help teams improve operational maturity and provide a better customer experience by defining criteria that standardizes what ‘good’ looks like across teams. Configure services more consistently according to best practices for improved predictability during incident response. Scale service ownership across the entire organization. Enhance your analytics by improving the accuracy of your service configurations. Admins and account owners can view Service Standards by default, but permissions can be adjusted to allow all users to also view them.

• Enhanced search functionality
• Toggling between all schedules and team schedules
• Collapsing or expanding information based on the level of detail needed
• Easier schedule comparison with time windows displayed
• Streamlined view of on-call responders with shift times

Learn more in the knowledge base or watch the webinar on demand

View it above or watch it in action later

PagerDuty® Process Automation Software and PagerDuty® Runbook Automation

New AWS Plugins for Automated Diagnostics

Do your apps and services reside in AWS? If so, we now have AWS plugins for automated diagnostics that can help you and your teams triage incidents on AWS faster, and with more efficiency. These new plugins join our existing library.

Updates include:

• CloudWatch Logs plugin retrieves diagnostic data from AWS infrastructure and applications. Now users can more easily run automated diagnostics for AWS across multiple accounts and products.

• Systems Manager plugin allows for faster execution and accuracy for tasks such as configuration management, patching, and deploying monitoring and security tooling agents. Now operators can view and manage their global EC2 footprint in a single interface with security best-practices.
• ECS Remote Command plugin provides a mechanism to execute commands on containers. This enables developers and operators to retrieve diagnostic data from their running applications in real-time before redeploying their services.

Read the blog or contact us to learn more!

PagerDuty® Process Automation Software and PagerDuty® Runbook Automation Release 4.4.0

Commercial product users can now enjoy new AWS Job Step Plugins for Lambda and ECS (Fargate). 

Learn more

The Lambda Custom Code Workflow step, you can create, execute, and optionally delete a new Lambda function with the custom code provided in a Job step as its input. Most advantageous to Runbook Automation users is the ability to execute custom scripts as steps in jobs without having to install any software! 

We’ve made additional enhancements and fixes to our popular Ansible plugin and the recent additional enhancements and fixes:

• Ansible: Inline inventory Fix
• Ansible: Update Gradle to 7.2
• Ansible: Normalize line separators to LF (unix)
• Ansible: Add a field to set the path to the Ansible binaries directory
• Add a field to set the path to the Ansible Binaries directory

Learn more 

You can also learn more about various other commercial updates and core product updates in the release notes.

Integrations & Partner Ecosystem

PagerDuty App for Zendesk – Automation Actions

Customer service agents can now run Automation Actions directly within the PagerDuty App for Zendesk. This automation improves efficiency, lightens agents’ burgeoning workload, reduces the chances of mistakes when agents have to run manual tasks when responding to high-pressure customer cases, and simply improves their lives without adding more toil. It empowers customer service agents to automatically validate problems and capture critical information instantly for response teams to diagnose and resolve them. The added context from running an Automation Action is critical for response teams to access in an instant to reduce resolution times and also eases the load on backend teams. It helps reduce the amount of issues that are escalated to engineering teams–enabling them to work more efficiently with less interruptions by issues, for instance, that may have lower urgencies or are less customer-impacting. 

• Learn more in the knowledge base
• Read the blog
• Contact your account manager

PagerDuty App for Slack Dedicated Incident Channel Improvements

The Next Generation Slack V2 dedicated Incident channel improvements are in Early Access and now ready for customer use! These improvements allow collaborative teams across an organization to access the following from just within an incident’s dedicated incident channel:

• View all incident details, history, and updates
• Perform all incident actions
• Add all responders to a channel (requires responder to have previously linked their slack account to PagerDuty).
• Post or create a dedicated zoom conference bridge

Read the blog

Webhooks-V3-Update

Are you, or do you know a Restricted Access User who wants to manage Webhooks V3 integrations for a team(s)? If so, now it’s possible to be assigned the Manager Team Role! This empowers you and members of operations teams by removing the dependency on Global Admins and Account Owners to manage day-to-day operations.

• Please contact PagerDuty Support to enable Early Access for this feature
• Learn more about Webhooks

Product Deprecations

Please take note and keep your teams informed of our upcoming product deprecations:

V1/V2 Webhooks

If you are currently using V1/V2 webhook extensions in your PagerDuty environment, you need to migrate them to V3 webhook subscriptions to maintain functionality.

Please follow our migration guide

Important Dates:

• V1 Webhooks – V1 webhook extensions became unsupported (no new features or bug fixes) since November 13, 2021 and will stop working in October, 2022.
• V2 Webhooks – V2 webhook extensions will be unsupported in October, 2022 and will stop working in March, 2023.

Required Permissions:

• Admins or Account Owners can migrate an entire account.
• Team Managers can only migrate webhooks for their assigned Teams.

What are Webhooks? Webhooks allow you to receive HTTP callbacks when significant events happen in your PagerDuty account, for example, when an incident triggers, escalates, or resolves. Details about the event are sent to your specified URL, such as Slack or your own custom PagerDuty webhook processor.

If you have any questions, please reach out to your PagerDuty contact or our support team at support@pagerduty.com.

Learn more about webhooks

Webinars & Events

Join us for the following webinars and events to learn more about PagerDuty’s recent product updates and how they benefit customers. These are just a few of many:

Events

PagerDuty Summit 2022 (On Demand)

Missed us at PagerDuty Summit this year? Summit talks are now available on demand so you can catch our newest demos, technical sessions, and keynotes from executives and industry leaders anytime!

Watch Summit 2022 on demand

Common Diagnostics for Common Components
Tuesday, August 16th, 2022 10am PDT / 1pm EDT / 18:00 BST

Join Justyn Roberts from PagerDuty in an interactive event where you can learn how to automate manual tasks for recurring issues that bog down productivity and increase toil. You’ll learn how you can embrace automation to operate faster, reduce the number of escalations to specialists to save time, money, and burnout, as well as optimize resolution times.

Learn More

Quarterly Terraform Roundtable
Tuesday, August 9th, 2022 10am PDT / 1pm EDT / 18:00 BST

Join a discussion moderated by Scott McAllister from PagerDuty and hear from industry peers as well as share your experiences regarding best practices, learnings, and what to consider when deciding to migrate to Infrastructure as Code with Terraform and PagerDuty.

Learn more and reserve your spot

Live Intro to PagerDuty Process Automation
Monday, Aug 1, 2022 — 6:00 PM PDT
Tuesday, Aug 2, 2022 — 5:00 AM PDT
Tuesday, Aug 2, 2022 — 10:00 AM PDT

Join Craig Hobbs and Martin Van Son from PagerDuty as they walk you through common use cases and challenges that Process Automation solves, show you a product demo, and conduct a live Q&A!

Learn More

Spring Launch Webinar: New Product Releases for Automating IT Processes in the Cloud and at Higher Scale

Join Peko Karanayev, Greg Chase, and Madeline Zemer from PagerDuty as they discuss how to employ automation to optimize security and compliance.

Learn More

How to Standardize Service Automation at Scale for Improved Incident Response

Join Hannah Culver, Davis Godbout, and Karen Myers from PagerDuty as they discuss how teams can improve incident response by leveraging PagerDuty to configure their services at scale to meet organization requirements and to improve visibility into the state of services across the technology ecosystem.

Learn More

Supercharge your AWS Cloud Platform with Self-Service Cloud Ops

Join Mandi Walls from PagerDuty and Mark Kriaf from AWS as they share how Cloud Ops teams can further eliminate toil and escalations via PagerDuty® Process Automation On Prem and PagerDuty® Runbook Automation–embracing the ability to standardize and automate operational procedures and then safely delegate them as self-service requests to other stakeholders.

Learn More

Register for upcoming events in August here!

PagerDuty Community Twitch Stream

Join us on our Twitch channels, PagerDuty Twitch Stream and PagerDuty Community Twitch Stream, to catch up on one of our latest streams led by our Developer Advocates! Catch our past streams via the YouTube Twitch Streams Channel.

• Subscribe and get notified when we’re live and view previous recordings
• Missed one of our broadcasts? Watch any of these recent Twitch streams (PagerDuty Garage and Terraform Time) or YouTube videos:
  • Release Notes Stream With Forrest – With Mandi Walls, Forrest Evans, and Jake Cohen (July 26, 2022)
  • PagerDuty Garage – With Mandi Walls (July 25, 2022)
  • Terraform Time – Loops and Variables With Scott McAllister (July 18, 2022)
  • PagerDuty Garage – Auth and Keys With Mandi Walls (July 18, 2022)
  • PagerDuty Garage – With Mandi Walls (July 15, 2022)
  • PagerDuty Event Orchestration in Terraform (June 6, 2022)

If your team could benefit from any of these enhancements, be sure to contact your account manager and sign up for a 14-day free trial.

The post What’s New: Updates to Incident Response, PagerDuty® Process Automation, Integrations, and More! appeared first on PagerDuty.

• Quickly and easily find what you need with the new on-call scheduling UI. Keep stakeholders informed with the necessary level of content and context within status update notification templates during Incident Response
• Leverage new PagerDuty® Process Automation and PagerDuty® Runbook Automation plugins to empower first-responders to run automated diagnostics on AWS infrastructure and applications reducing escalations to and engagement of others
• For AIOps, you can now Copy & Paste Rules in Event Orchestration (Available to all plans)
• Take action on webhook Integration requirements and try out our most recently updated PagerDuty App for Splunk from our Partner Ecosystem
• Stay in the know with Webhook V1/V2 Product Deprecations and User Administration call to actions
• Sign up for upcoming Events view our recent Podcasts and Twitch Streams, and join members of our Community Team and Product Teams as they walk you through new products and leading practices in the software industry

Incident Response

Schedules List UI Refresh

The new visual experience on our Schedules page is now generally available on all accounts. This redesign delivers the following to our customers:

• Enhanced search functionality
• Toggling between all schedules and team schedules
• Collapsing or expanding information based on the level of detail needed
• Easier schedule comparison with time windows displayed
• Streamlined view of on-call responders with shift times

Early access rollout to accounts is ongoing.

Learn more about Schedules

Status Update Notification Templates

Our new notification templates give you standardized and reusable formatting for status updates during incidents. You can now:

• Easily include common incident details via a drop-down menu that populates key information
• Add logos, hosted third-party images, and other contextual information, as needed
• Ensure updates consistently adhere to your company’s internal communication standards

This feature has already started ramping to customers and should reach all customers by mid June.

See it in action below!

Learn more in the knowledge base or watch it in action later

New SMS Formatting Standard for Incident Notifications (including Status Updates)

We’re standardizing the way that incident notifications are formatted for SMS notifications. As of May 23rd, all SMS incident notifications (including status updates) now start with the prefix [PagerDuty]

Learn more about notifications

PagerDuty® Process Automation Software and PagerDuty® Runbook Automation

New AWS Plugins for Automated Diagnostics

Want to reduce the amount of people pulled in to troubleshoot incidents? PagerDuty® Process Automation already helps first responders fetch diagnostic data typically only retrievable by domain-experts.. Now users can get up and running with auto-diagnostics for the AWS faster  via new AWS plugins. The Amazon CloudWatch Logs Plugin retrieves diagnostic data from AWS infrastructure and applications, while the AWS Systems Manager plugin allows users to manage their global VM footprint with security best-practices.

AIOps

Event Orchestration: Copy/Paste Event Rules

Ever wanted to reuse service rule configurations to avoid re-configuring rule conditions and actions from scratch? You can now simply “copy” any Service Orchestration rule and then “paste” that rule into any Service Orchestration to reuse rule conditions and actions. The best part? You can still have the ability to tweak those conditions/actions for each specific service/orchestration.

Learn more about Event Orchestration or Copying Service Rules

User Administration

Email Domain Restriction Verification – Action Required!

PagerDuty has changed the default setting for the “Email Domain Restriction” Feature in the Account Settings to be “ON” by default (the current setting is OFF). Since April 15th, this has automatically been enabled for customers and through this update, email domains will be restricted only to domains that are owned by the account. This applies only to login email addresses, and not contact method email addresses.

The following exceptions apply to the automatic enablement of the Email Domain Restriction feature for existing customers:

1. Email addresses using common carrier domains (yahoo, gmail, aol etc.) will not be restricted
2. The restriction will not be enabled for accounts with more than 10 email domains.

ACTION: Account owners should please check that the settings and email (sub)domains are set appropriately for your needs. For further details on this topic, please refer to the knowledge base.

Integrations and Partner Ecosystem

PagerDuty App for Splunk v4.0.1

Ever feel like you’re spending too much time managing alert configurations and settings or feel overwhelmed by alert storms? Now, generally available, the latest PagerDuty App for Splunk (v4.0.1) now enables PagerDuty and Splunk customers to:

• Allow PagerDuty to leverage the Splunk Alerts framework to save time and energy
• Streamline and group incident data within PagerDuty in a way that makes sense to you to reduce alert noise and information overload

Learn more in the splunkbase

Webhooks IP Addresses

Do you have any webhooks configured in PagerDuty? If so, please be aware that since May 5, 2022, the official list of IP addresses that PagerDuty uses to send Webhooks calls have been provided on this page.

Please safelist those IP addresses to ensure service continuity.

Learn more about webhooks IPs

Product Deprecations

Please take note and keep your teams informed of our upcoming product deprecations:

V1/V2 Webhooks

If you are currently using V1/V2 webhook extensions in your PagerDuty environment, you need to migrate them to V3 webhook subscriptions to maintain functionality. Please follow our migration guide.

Important Dates:

• V1 Webhooks – V1 webhook extensions became unsupported (no new features or bug fixes) since November 13, 2021 and will stop working in October, 2022.

• V2 Webhooks – V2 webhook extensions will be unsupported in October, 2022 and will stop working in March, 2023.

Required Permissions:

• Admins or Account Owners can migrate an entire account.
• Team Managers can only migrate webhooks for their assigned Teams.

What are Webhooks? Webhooks allow you to receive HTTP callbacks when significant events happen in your PagerDuty account, for example, when an incident triggers, escalates, or resolves. Details about the event are sent to your specified URL, such as Slack or your own custom PagerDuty webhook processor.

If you have any questions, please reach out to your PagerDuty contact or our support team at support@pagerduty.com.

Learn more about webhooks

Webinars & Events

Join us for the following webinars and events to learn more about PagerDuty’s recent product updates and how they benefit customers.

PagerDuty Summit 2022 (In-Person and Online)

Join us to learn new ways to orchestrate, accelerate, and elevate your critical work. Enjoy inspiring keynotes, exclusive product demos, hands-on training courses, and new perspectives on developer operations, site reliability engineering artificial intelligence for IT Operations, process automation, and more! We look forward to empowering you with new ideas and skills, so you can be ready for anything in your digital operations. Join us in-person in San Francisco (June 7th), Sydney (June 15th), and London (June 21st), or online!
Register Today!

Supercharge Your AWS Cloud Platform with Self-Service Cloud Ops

Join Mandi Walls (PagerDuty), Mark Kriaf (AWS), and Cody Brown (Techstrong Group), as they share how you can:

• Delegate self-service automation to run faster and eliminate toil
• Automate AWS infrastructure tasks through one interface
• Connect AWS operations to IT process workflows
• Turn AWS requests into self-service operations for end users

Learn More

Register for upcoming events in June here!

PagerDuty Community Twitch Stream

Join us on our Twitch channels, PagerDuty Twitch Stream and PagerDuty Community Twitch Stream, to catch up on one of our latest streams led by our Developer Advocates! Catch our past streams via the YouTube Twitch Streams Channel.

• Subscribe and get notified when we’re live and view previous recordings
• Missed one of our broadcasts? Watch any of these recent Twitch streams (PagerDuty Garage and Terraform Time) or YouTube videos (Women’s History Month Discussions):
  • Panel Discussion: Product Management and Product Marketing for Women’s History Month with Mandi Walls, Vivian Chan, Mya King, and Julia Nasser from PagerDuty (March 30, 2022)
  • Panel Discussion: Security for Women’s History Month with Mandi Walls (PagerDuty), Priscilla Aubrey (GitHub), Sarah Gori (ScaleSec), Neha Gupta (PagerDuty), Tanisha L. Turner (Elastic) (March 29, 2022)
  • Panel Discussion: Software Development for Women’s History Month with Mandi Walls, Hannele Kormano, Neha Wadhwa, Julianna Green, Santhoshi Shankar from PagerDuty (March 25, 2022)
  • Panel Discussion: SRE for Women’s History Month with Mandi Walls, Ceren Ercen (Grubhub), Jessica Ritter (PagerDuty), Brittany Woods (H&R Block) (March 24, 2022)
  • Panel Discussion: Software Development for Women’s History Month with Mandi Walls, Hannele Kormano, Neha Wadhwa, Julianna Green, Santhoshi Shankar from PagerDuty (March 25, 2022)
  • Panel Discussion: SRE for Women’s History Month with Mandi Walls, Ceren Ercen (Grubhub), Jessica Ritter (PagerDuty), Brittany Woods (H&R Block) (March 24, 2022)

If your team could benefit from any of these enhancements, be sure to contact your account manager and sign up for a 14-day free trial.

The post What’s New: Updates to Incident Response, AIOps, PagerDuty® Process Automation, and More! appeared first on PagerDuty.

This is a story we hear often. It’s a growing pain that comes from digital transformation and the shift to cloud, because there are more applications being created by more teams, and they’re increasing in complexity. Your previous incident processes might feel like they’re built for another era.

Digital transformation and the shift to cloud are driving the success of your business. However, customers aren’t interested in how many teams you have or the complexity of your architecture. They only care that your services work when they need them to. In these moments, you need a partner for your ticketing tool. You need something that’s attuned to the urgent nature of your work, surfacing it for immediate action rather than intermingling it with lower-priority issues like someone’s laptop being broken.

Pairing ITSM with a digital operations platform like PagerDuty bridges the gap between central IT and decentralized, line-of-business teams during the moments that matter by:

• Providing automation at the fingertips of responders to drive action without delay or toil
• Driving accountability/ownership and real-time response in seconds, while maintaining a complete history of all activities in the ITSM system of record
• Streamlining business response and the ability to keep stakeholders updated in real-time without distracting the team that’s working on the technical response

In this blog post, we’ll share how you can benefit from the dynamic duo of your ITSM tool and PagerDuty, plus provide resources to learn more about managing real-time work.

To ticket, or not to ticket? That is the question.

Your ticketing solution is indispensable. You need it for everything from non-urgent information security requests to helpdesk tickets. And in these cases, your solution is probably making the grade. After all, your entire technology workflow depends on it. You’ve invested time and resources into customization. It’s a good system of record and it’s how you understand work in flight all across the business.

But, these tools are purpose-built for managing queued work rather than urgent work. In this context, urgent work means an issue that is causing direct customer impact and must be dealt with immediately—not something that can wait in a queue for an hour or two for someone to look at it.

The cost of downtime is increasing each year, as are customer expectations. For some companies, downtime can cost companies thousands of dollars per minute.

Instances where ticketing systems should be augmented include:

• Customer-impacting incidents, especially when SLAs could be breached
• Incidents where stakeholders across multiple lines of business need to be involved
• Incidents that have an effect on employee productivity, like a failure with the CI/CD system that has developers unable to ship new features, which is akin to the entire digital assembly line grinding to a halt

Many of your incidents may fit into these categories. At this point, ignoring your current solution’s shortcomings is not possible. Thankfully, you have a few options. You can try to retrofit your ticketing system to accommodate this type of work, requiring a hefty time and money investment and an army of consultants. Or you could extend your ITSM tool with a platform purpose-built to handle this kind of work.

How PagerDuty and your ITSM tool work together

PagerDuty is the leading digital operations platform that serves as the central control point for all time-sensitive and business-critical work across organizations. We integrate with ITSM tools like Atlassian Jira Service Desk, ServiceNow, and more. With our service-based architecture, we’re easy to onboard and offer a detailed view of your system as a whole. Additionally, in the time you’d take to install PagerDuty, you’d only be in the planning stages of a six-month to two-year initiative to modernize your ticketing tool, so you’re able to gain a return on your investment faster.

When you experience a failure, PagerDuty takes signals from all of your tools and automatically routes alerts to the proper services. These alerts are filtered through our noise reduction feature to help your teams stay focused. And, with automatic incident creation and team assembling, you can reduce the engagement time required to get everyone on the same page. Last but not least, runbook automation ensures that context gathering and remediation efforts can be delegated to computers while humans focus on the problems that require critical thinking.

What about your ITSM tool? It’s still there, and acting as a system of record for the incident. Our bi-directional syncing capabilities allow you to capture full, precise records of PagerDuty actions in ITSM incident history. In fact, we find that customers using PagerDuty alongside an ITSM tool improve their incident detail and status data by 63%.

The benefits of this combo are hard to ignore. Augmenting your ITSM tool with PagerDuty results in 10X faster response times, a 2.1 month payback period, and 795% ROI over 3 years. To hear how we’re able to achieve these stats, read this IDC report.

Interested in learning more?

Your ITSM tool is an important part of the way you work. But, it can’t do everything. As digital transformation continues and teams are more distributed than ever, it’s key that everyone can stay aligned on providing excellent customer experiences. To do this, you need a process for managing urgent work that keeps up with the pace of your business. With PagerDuty enhancing your ITSM tool, you’ll be able to respond faster, save money, coordinate better across teams—yet keep your stack the way you want it.

If you want to learn more about how PagerDuty can enhance your ITSM tool for faster resolution times and better coordination, check out these resources:

• Enhance your ITSM
• Solutions brief: Extend ITSM Workflows with PagerDuty
• Customer story: PagerDuty Helps ServiceNow Integrate Incident Management for IBM Cloud

And, if you’re ready to see PagerDuty in action, try us out for free for 14 days.

The post How Your ITSM Tool & PagerDuty Make a Dynamic Duo for Real-Time Work appeared first on PagerDuty.

• Automate processes and tasks via a new Runbook Automation GUI, cloud automation via new and expanded cloud infrastructure plugins, and improved UI accessibility
• Drive real-time operations, collaborate within and across teams, and perform incident actions live in Slack and Microsoft Teams
• Proactively and quickly solve customer-impacting incidents through the PagerDuty App for Salesforce Service Cloud that improves collaboration between customer service teams and engineering teams
• Explore upcoming live and past recorded PagerDuty Product and Developer Community and Advocacy Team-led webinars and events available via the PagerDuty Community’s Twitch Stream and Lunch and Learns With the Advocates

Runbook Automation

The latest Rundeck 3.4.4 release includes new cloud infrastructure plugins for cloud automation at scale, a UI-based ruleset designer, and new accessible colors—all designed to help organizations easily automate tasks to quickly diagnose and resolve incidents quickly.

• • Expanded Cloud Infrastructure Plugins: To better support cloud automation at scale, we’ve significantly expanded Rundeck cloud plugins for popular public clouds. This release includes new cloud infrastructure plugins that add coverage for Oracle Cloud and Google Cloud platforms and expands coverage within the Amazon Web Services and Azure platforms.
    
  • New UI-based Ruleset Designer: Jobs with complicated rule steps and conditionals can be hard to understand. To help users better visualize potential pathways according to step rules and conditions, we introduced Ruleset Visualization. Now you can use the Rundeck GUI to design your Ruleset and generate the rules automatically and easily view how your jobs will progress based on rules and conditions set for each step.

• Accessible Colors: Rundeck has a new color palette, improving accessibility to people with disabilities by enhancing the contrast and overall visual presence of Rundeck. 

View the blog or release notes to learn more about the full breadth of updates. Collaborate and share your feedback and use case ideas on the Rundeck Forums.

Integrations

Learn how embracing service ownership will help you innovate faster while reducing downtime and customer impact. With clearly defined service and ownership mapping to engage the right responder within minutes, you can streamline and automate incident response so you can spend more time innovating. Having a flexible ownership model makes it easier to change priorities, roles, and structures—while still maintaining historic metrics and data.

Stakeholder Updates in ChatOps

As previously announced, Stakeholder Updates in ChatOps enables responders to provide incident status updates to subscribers and stakeholders without interrupting incident remediation. Adding Business Response functionality to Slack and Microsoft Teams increases feature accessibility, promotes incident visibility, and minimizes context switching.

View the demo below:

• Read the blog: Introducing Next-Gen ChatOps With PagerDuty and Slack 
• Learn more from the PagerDuty App for Slack Integration Guide
• Learn more from the PagerDuty App for Microsoft Teams Integration Guide

PagerDuty App for Salesforce Service Cloud

The PagerDuty App for Salesforce Service Cloud enables organizations to:

• Proactively solve customer-impacting incidents in real time to improve customer satisfaction
• Break down silos to connect customer service teams with engineering and IT teams to address incidents quickly
• Reduce context switching by reducing the need for teams to work in and switch between multiple systems
• Empower customer service agents to own the full customer response lifecycle with intelligent swarming
• Automate mundane response workflows and provide real-time service visibility to key stakeholders
• Centralize customer, engineering, and ticketing data into one platform to drive proactive case management with Salesforce

View the PagerDuty, Salesforce Service Cloud, Slack: Proactive Case Escalation & Slack-First Intelligent Swarming demo below to see the new status dashboard and console directly within Service Cloud:

• Read the blog: Introducing the PagerDuty App for Salesforce Service Cloud
• Learn more from the Salesforce Service Cloud Integration Guide
• Download the App from the Salesforce App Exchange
• View the Customer Service Ops Guide

Product Deprecations

Please take note and keep your teams informed of our upcoming product deprecations listed by the nearest date:

• November 1, 2021 – Slack V1 will sunset. Visit the Slack V2 Integration Guide
• November 13, 2021 – Webhooks V1 will be fully replaced by Webhooks V3 which is now generally available
• March 31, 2022 – Webhooks V2 will be replaced by Webhooks V3 which is now generally available

Webinars & Events

Join us for the following webinars and events to learn more about PagerDuty’s recent product updates and how they benefit customers.

PagerDuty Pulse

You can catch up on all of our latest product demos on demand combined within a playlist via the Q1 + Q2 PagerDuty Pulse if you missed it last time!

PagerDuty Community Twitch Stream

The PagerDuty Community Twitch Stream launched last month. You can:

• Subscribe and get notified when we are live and view previous recordings
• Enjoy the recording of the first partner integration guest show that featured Teleport and their team on August 24, 2021. Our second show featured Buildkite and is available on YouTube now too

Follow our channels or our events page for more integrations, including LogDNA, HashiCorp, InfluxData, and more!

Customer Lunch and Learns With the Advocates

PagerDuty invites you to enjoy a monthly Customer  Lunch and Learn With the Advocates. This month you can join Quintessence Anx:

• DevSecOps and Secure Incident Response (sign up today!)
  September 29, 2021 at 8am PDT, 11AM EDT, 4PM BST/5PM CET
• Next month the topic will be SLAs, SLOs, and SLIs
  Join us on October 27, 2021 at 8am PDT, 11AM EDT, 4PM BST/5PM CET

If you missed the August session, you can view Mandi Walls present:

• Best Practices for On-Call Teams (view the recording)
  August 25, 2021 at 8am PDT, 1p.m. EDT, 4 p.m. BST/5 p.m. CET

If your team could benefit from any of these enhancements, be sure to contact your account manager and sign up for a 14-day free trial.

The post What’s New: Updates to Runbook Automation, Partner Integrations, and More! appeared first on PagerDuty.

Teleport provides secure access to applications, cloud infrastructure, databases, and Kubernetes environments without getting in your way. We wanted to showcase Teleport on our Twitch channels, PDCommunity and PagerDuty, to give PagerDuty users an idea of how powerful integrations can be. If you missed us on Twitch, we posted the recording to our YouTube channel.

We’ll be hosting more integration partners in the future, so make sure you follow our channels!

Responding to incidents when you don’t have permanent access

Access to many production environments is constrained for average users. The ability to log in to systems, whether for diagnostics or remediation, might be strictly limited to prevent accidents from happening or to meet critical compliance requirements.

These restrictions are great when systems and services are up and running well. But when something happens that needs some investigation – when you have an incident in PagerDuty – limitations can get in your way and slow you down.

That’s when you need some tooling to help you get where you need to go. Fast.

PagerDuty and Teleport go well together

Teleport gives your teams a mechanism for keeping your compliance officers happy, limiting access to infrastructure that is running well, and escalating access when things go wrong. Your teams don’t need to have direct access to systems and services running in production all the time, but they might need access when responding to an alert.

The Teleport integration with PagerDuty allows your team members to request access to permitted systems and have that request automatically granted when that team member is on call and has a live incident. Teleport queries the PagerDuty API to verify that the requestor is, in fact, on-call and has an unresolved incident. No waiting for the helpdesk. No asking around or escalating to someone else who has access already. Just click the button in Teleport. Teleport talks to PagerDuty and access is granted. Hook up Teleport and your SSO provider to give all of your teams the access they need exactly when they need it.

Best of all, that access is temporary. Credentials are automatically limited in scope and duration, so there are no logins sitting around after the incident is resolved.

Other features Teleport provides

As if privileges-on-request wasn’t enough, Teleport has another really killer feature your team, and your compliance auditor, will love.

Think about how you’d want to document activities. Teleport provides a log that can be exported, detailing all of the actions taken, who they were taken by, and where they were performed. But it goes a step further and provides a video recording of the screens as well. Imagine putting that tool to use for your postmortems or retrospectives. Don’t remember exactly what commands were run? No problem. Let’s go to tape!

See for yourself!

You can check out our stream recording on YouTube and follow us on Twitch to see all our integration streams!

Set your team up for success when responding to incidents. Get your PagerDuty account set up today and take a look at our integrations page.

Then get started with Teleport. Give your engineers access to SSH servers, Kubernetes clusters, web applications, and database servers while keeping your security and compliance team happy.

You can visit both PagerDuty and Teleport at upcoming events like KubeCon North America, SRECon, and AWS re:Invent, so stop by our live or virtual booths and say hello!

The post PagerDuty and Teleport: System access and role escalation when you need it appeared first on PagerDuty.