The key priority for many businesses is keeping those systems running as smoothly as possible to keep customers happy and build their loyalty. However, we all know that the digital world will have hiccups from time to time, and to keep things moving, customer service teams are often at the center of any response. 

PagerDuty for Customer Service has proven to be essential for proactive teams who can help speed up downtime resolution, proactively communicate to customers, and provide unparalleled levels of customer service.  We recently expanded our CSOps capabilities by announcing the launch of PagerDuty for Customer Service in ServiceNow CSM. Building on an already tight integration that reflects our real-time digital operations into ServiceNow, without the need to switch between platforms, we are building a tighter connection between customer service agents and engineering teams. 

PagerDuty’s new app for ServiceNow provides an integrated experience into the ServiceNow CRM and gives customer service teams the visibility they need to manage cases from start to finish. With PagerDuty’s integrated, real-time customer service operations, teams can see the status of active incidents right from ServiceNow CSM. Teams can now create incidents and view any notes or status updates made by development or ITOps teams to accurately and efficiently respond back to the end customer in PagerDuty from ServiceNow. This bridges the gap between customer service and technical teams, engaging the right people at the right time to get ahead of customer issues.

Curious to learn more? Check out the full integration guide. 

The post Extend the Power of Your ServiceNow Application with PagerDuty for Customer Service appeared first on PagerDuty.

Establishing proactive, detailed communication around the ongoing status of an issue is crucial to building customer trust and loyalty. For too many enterprises, though, the process required to communicate quickly and proactively with customers has too many manual steps, too many handoffs, and too much complexity. 

PagerDuty Status Pages, now generally available, cut through that complexity. PagerDuty Status Pages enable brands to proactively inform and assist their customers in all situations by providing visual, real-time insights into an organization’s operations. When an incident occurs, PagerDuty users will be able to securely communicate real-time operational updates with customers directly from the PagerDuty Operations Cloud, and leverage their preferred audience-specific communication service. This new add-on feature extends PagerDuty’s customer service and incident response solutions to our partners and customers alike. 

The Benefits
We aim to make service agents’ lives easier, as well as save time and money for our customers. Now, with proactive communication, teams can let customers know there’s an issue before they’re even aware. This will reduce the number of tickets that pour into the customer service organization for review when there is an outage, as well as reduce the labor cost of each ticket. Having this single source of truth for the latest updates will also deflect other requests for information about the issue being routed to engineering teams, especially when time is paramount. Both DevOps and CSOps teams can easily stay on the same page, saving time and resources. 

The deep value to our customers also lies in the open transparency that you’re now able to create, especially during large-scale outages and events. With PagerDuty Status Pages, you’ll be able to cultivate trust in your relationships with your customers, allowing them to quickly know whenever a service is experiencing a problem while staying informed about the status they care most about. This will all be in the same place: a single source of truth.

The post Introducing PagerDuty Status Pages for Improved Customer Communication and Savings 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.

The past few years have led to a significant increase in customer demands, and customer service agents are feeling the pressure. According to a recent Zendesk CX Trends report, 68% of agents report feeling overwhelmed. Here at PagerDuty, we believe that happier customer service agents lead to more positive customer interactions and stronger relationships with your brand.

To help customer service teams address this, PagerDuty continues to deepen our integration with Zendesk to help customer service teams resolve incidents as fast and efficiently as possible. With our latest release, we are excited to announce that PagerDuty Automation Actions is now available within the PagerDuty application for Zendesk.

Empowering Customer Service Agents with Automation

PagerDuty Automation Actions quickly diagnose and remediate incidents by connecting responders to corrective automation within PagerDuty. With the latest release of the PagerDuty application for Zendesk, agents can automatically validate problems and capture critical information instantly for the team to diagnose and resolve. Agents are empowered to validate customer-impacting issues and run automation actions directly from the PagerDuty app for Zendesk. This reduces resolution times and eases the load on backend teams by instantly adding critical customer information for the teams resolving the problems. It also helps reduce the number of issues escalated to engineering teams. For example, if it’s non-urgent or not impacting customers from using the services.

Make customer service agents’ lives easier with Automation Actions

Customer service agents must be empowered to address critical incidents without adding to their burgeoning workload. Automation can help lighten that load and enable teams to do more. Here are a few ways automation can help make agents’ lives easier:

• Automation helps establish consistent reactions for repeat and similar issues; this helps with reporting after incidents for process improvement. 
• It improves Customer service agents’ efficiency when responding to cases.
• It helps to reduce the time to resolution.
• It allows agents to spend more time building and managing customer relationships.
• Automation reduces the opportunities to make mistakes when an agent has to perform manual tasks when responding to cases under customer pressure.

To learn more about how PagerDuty Automation Actions and Zendesk can work for you, visit PagerDuty’s knowledge base. Additionally, you can contact your account manager or request a demo today.

The post What’s New: Automation Actions in the PagerDuty Application for Zendesk appeared first on PagerDuty.

The role of the modern Customer Service Agent has been growing in complexity. Not only do Customer Service Agents have to manage frontline customer correspondence –  involving a high degree of empathy and communication – but they are also  burdened with navigating through multiple systems, channels, and “sources of truth” to communicate and collaborate with back-office Eng/Dev/IT teams when customer-impacting disruptions occur. The advancement of technology and complexity of internal systems, tooling, and processes have only made matters worse.

To illustrate this point, let’s take the example of a Customer Service Agent who works at ABC, a financial services company, and receives a ticket regarding a failed login. The CS Agent receives the ticket at the top of their queue in their helpdesk system – but in addition to this ticket, they notice they have 50 more tickets waiting in the queue regarding a similar issue. Realizing that there may be performance issues with the Online Portal, the CS Agent escalates the problem to their engineering team for assistance. 

This scenario is where we begin to see the limitations of Customer Service workflows and processes as it relates to traditional Customer Service software. This software has done a fantastic job solving front-office customer communication/ticketing problems, such as organizing and prioritizing the ticket queue in a manner where CS agents can solve and respond to one-off customer requests quickly. But what if the problem requires the assistance of back-office Engineering/Developer/IT resources to resolve a core issue, such as an outage or a bug? 

Customer Service Agents face many challenges around workflows and processes to escalate a technology issue, and then on maintaining visibility on the progress toward resolution. A typical workflow may look something like this:

1. Customer experiences performance issues, submits a helpdesk ticket to Customer Service.
2. Customer Service receives the ticket in their helpdesk system…appears to be a problem with the backend technology.
3. Customer Service Agent switches tabs in their Communication platform. Shouts out in a shared Slack or Teams channel (or sometimes to an individual subject matter expert) to figure out if the back-office is aware of the surfaced technology problem. 
4. In our example, Eng/Dev/IT are unaware. CS Agent consults an internal wiki or a spreadsheet to figure out which team is responsible for the service.
5. Customer Service Agent navigates to another internal helpdesk system (such as Jira) and files an internal ticket. 
6. Once Eng/Dev/IT resolves the Incident, an update is posted into the communication platform.
7. Customer Service Agents must simultaneously switch between their helpdesk ticketing system and their communication platform to gather information and respond to customers. 

Moreover, visibility challenges have the Customer Service Agent asking themselves and others: 

• Is our back-office team aware of the customer-impacting technology issue?
• Is there a fix being worked on?
• What can I tell the customer about the issue?
• What’s the progress on fixing this issue? How long will it take?

Worst of all, once the customer ticket is handed off to technical teams, it is no longer governed by the same business rules and success metrics on which Customer Service is measured.  As a result, First Contact Resolution rates, Response Times, Resolution Times, and CSAT are negatively impacted, because Customer Service lacks the means or visibility necessary for a timely customer response.

Most Customer Service organizations today find themselves siloed off from Technical Teams. This siloing effect is exacerbated by the very tools and systems meant to foster collaboration. For example, Customer Service often duplicates information in various platforms through tedious copy+paste exercises, splitting attention across multiple systems while other teams work through technology issues.

Based on  conversations with both Customer Service and Engineering teams, there is a strong desire to break down the walls of communication and collaboration to enhance the customer experience. Engineering/Dev teams have a focus to reduce downtime by treating customers as another key signal to the health of their digital assets, while Customer Service teams continue to emphasize driving down Response and Resolution Times to meet customer expectations. When a technology issue arises that is surfaced by customers first, Customer Service teams need a streamlined method to escalate customer-impacting disruptions while maintaining full visibility of the customer ticket life-cycle from beginning to end, especially when engaging with Technical Teams to resolve the technology issue. 

This begs the question: How do we empower Customer Service with the visibility and information they need to answer customer inquiries/requests faster and escalate technology issues from the frontlines, when the back-office team isn’t aware of a customer-impacting disruption?

A different approach

When an organization acknowledges that a broken collaboration process between Customer Service and Technical Teams leads to increased downtimes, response, and resolution times, a different perspective is needed. It’s time to recognize customers as another key signal of the health of digital assets.

When “customers are an important signal” is embraced, organizations find ways to break down the walls between Customer Service and Technical Teams. By leveraging PagerDuty as the central nervous system to the rest of the technology stack, as well as the mechanism in which real-time operations are conducted, each team is empowered to “work where they are” without having to leave the system of their choice to engage in the Incident Response process.

By integrating PagerDuty with the rest of the technology stack involved in Incident Response, each team can work out of the system they choose. PagerDuty becomes the “one source of truth,’ distributing Incident information across all the different systems and platforms where each individual team conducts their work.

Unlike the previous scenario of a Customer Service Agent receiving an incident-related ticket at “ABC Company,” the workflow can now be simplified into the following steps:

1. Customer experiences performance issues, submits a helpdesk ticket to Customer Service.
2. Customer Service receives the ticket in their helpdesk system, and notices a problem with the company’s backend technology.
3. Customer Service Agent can check on the health of digital assets via an internal Status Dashboard located directly in the helpdesk ticketing system UI
4. If the technology issue is unknown to the Technical Teams, Customer Service creates and triages an “Incident” to the team responsible for a specific Business Service. alerting only the individuals responsible for the fix.
5. A bi-directional link is automatically created between the Customer Ticket and the PagerDuty Incident. Any progress to resolution flows into the Ticket/Case view in the ticketing platform.
6. The Customer Service Agent receives all information in real-time, reducing the time it takes for them to respond to the customer. 

Best of all, this entire collaboration process occurs directly inside the ticketing system within which the Customer Service Agents conducts their daily work.

By optimizing communication and collaboration processes between Customer Service and Technical teams, you can mitigate the risk of customer-impacting disruptions slipping through the cracks during the escalation process. Customer Service teams can eliminate the need to navigate through multiple systems and duplicating the same information across platforms. As a result, First Contact Resolutions, Response Times and Resolution Times, and ultimately CSAT are improved.

The post The Next Evolution in Customer Service appeared first on PagerDuty.

Over the last year, we have deepened our integration with Salesforce Service Cloud, allowing users to work directly within the platform, reducing the need to context switch. version 3.5, we have even more features which, taken together, create a “single truth source” for teams working to solve incidents as fast and efficiently as possible.

Incident Objects in Service Cloud

This new version unites the Customer Service, DevOps, and ITOps organizations. Incident Objects offers bi-directional integration with PagerDuty incidents and Service Cloud incidents and keeps them in both places – in sync and up to date. 

We aim to make service agents’ lives easier, empowering them to engage and collaborate across teams. Now they can link cases to incidents, and the backend team can now link incidents to cases, ensuring everyone is on the same page. Agents can now engage with key stakeholders across the organization to work together, which will drive down case resolution times and protect SLAs. 

There are some great new features in this version meant to help agents to work faster, and  more seamless. With version 3.5, agents can now escalate, add subscribers, search for open incidents, and quickly and easily link a Salesforce case to an existing PagerDuty Incident, all from within the PagerDuty command console within Salesforce. 

Automation in CSOps 

With the introduction of Automation Actions into Customer Service Operations, we give agents the ability to validate problems and capture critical information via automation to diagnose and resolve cases faster. Agents are now empowered to validate customer-impacting issues and run automated actions directly from the PagerDuty app in Service Cloud. This service will help reduce resolution times and ease the load on backend teams by instantly adding critical customer information to help resolve the problem. 

Automation Actions also helps reduce the number of issues escalated to the engineering teams, especially if they are non-urgent or not directly impacting customers. 

With all of these new features, PagerDuty for Customer Service continues to break down silos of collaboration and communication between teams, giving agents the tools they need to help customers and the company overall. 

Learn more about PagerDuty Customer Service Ops here. Plus contact sales or sign up for a 14-day free trial to get started.

The post A “Single Source of Truth”: New Tools for Fast, Efficient Customer Service appeared first on PagerDuty.

To ensure these seamless digital experiences, technology teams have doubled down on reliability, user experience, and building new features. Yet, the digital world isn’t perfect,  and companies need customer service teams now more than ever to ensure that even when problems happen, customers are reassured and retained.

PagerDuty for Customer Service helps customer service teams get proactive, reduce the time spent on cases, beat SLAs, and provide unmatched levels of customer service. 

Last fall we launched the PagerDuty application for Salesforce Service Cloud, which allows users to work directly in Salesforce Service Cloud, reducing the need to context switch. This helps customer service teams work quickly, efficiently, and cross-functionally where they work. Now we’re excited to announce even more features for our customer service users. These new features will help teams understand the blast radius of customer-impacting issues, and help them respond faster.

Incident Subscription

With Incident Subscription, CS agents are now able to subscribe to an incident directly inside SFDC via our real-time service status console. With a single click, Agents can receive real-time updates on the progress and resolution of an incident (without the need to manually “link” a ticket and an incident, which was how it was set up previously). Once subscribed, Agents can work other customer tickets in their queue, knowing that PagerDuty will re-engage them when it’s time to close the loop with impacted customers. 

Dashboard Toggle

With this new feature, customer service agents can have a Status Dashboard that is specific/relevant to them. They can separate the view between overall back-end system health and system health as it directly relates to customers, as you can create a Status Dashboard with business services specific to customer-facing services. This gives CS more simplicity.

Customizing PagerDuty Incident Titles With Salesforce Data

Agents can further empower teams to customize PagerDuty incidents based on key information from the Salesforce case. With this data, it’s easier to identify the customer, problem,  urgency, and link multiple cases to a PagerDuty incident. Agents can see at a glance what incident a case relates to and give as many details as possible without having to drill down too much, context switch between tools, and look for real-time updates on case progression. 

Visibility Into linked SF Cases in PD Web

Ever wonder about the blast radius of an incident to your customers or how many customers are impacted by an issue?  Well, wonder no more! Whether in PD Web, Mobile or email, PD for Customer Service links and reports on cases related to incidents (and vice versa). Why? It’s to allow Customer Service Agents to justify the urgency of a specific incident based on the number of cases they’re getting. For incident response, it also allows IR to see how many customers are complaining about a disruption, after all, customers are a key signal to the health of digital assets. 

With these new features, we are providing customer service teams with more ways to continuously break down the silos between support and response teams and to respond quickly and easily to any incident. This empowers customer service agents to own cases from end to end. 

Learn more about PagerDuty Customer Service Ops here. Plus contact sales or sign up for a 14-day free trial to get started.

The post Customer Service Ops – New Features Release appeared first on PagerDuty.

• Automate Everywhere to reduce toil and lag for teams so that they can focus on innovation and activities that help grow the business
• Deliver flexibility and connectivity required to adapt to each team’s unique tech stack, culture, and processes through new noise reduction, root cause analysis, and automation
• Connect Everything to better manage complex digital ecosystems of services, infrastructure and customer-facing experiences and know how services connect and impact each other

Also, catch up on recent PagerDuty Community and Advocacy Team-led webinars and events and view PagerDuty’s Twitch Streams.

Explore upcoming live and past recorded PagerDuty Product and Developer Community and Advocacy Team-led  available via the PagerDuty Community’s Twitch Stream and Lunch and Learns With the Advocates

Automate Everywhere

Rundeck Automation

We announced two automation products from Rundeck: General Availability of Rundeck Actions, and the quickly approaching early access for Rundeck Cloud.

• Rundeck Actions (now Generally Available): Automate Incident Resolution inside PagerDuty and reduce toil with PagerDuty Rundeck Actions, which connects responders to automated diagnostics and remediations for common recurring problems directly in the PagerDuty incident response workflow.Engineers can curate and publish automated functions exposed through the Runner in Rundeck Actions. This new automation is then available to responders when associated services are involved in an incident.
  

• Rundeck Cloud: Rundeck, the leading automation mesh for IT operations, is now available as a fully managed cloud service.  Now you can get started rapidly with Rundeck, and focus on building and running automated workflows.  Rundeck Cloud manages the infrastructure for you, providing high availability, security, and elastic scalability.  In addition, we manage all patches and updates so you always have the latest features available.

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.

Deliver Flexibility and Connectivity

Event Intelligence

PagerDuty’s newest Event Intelligence capabilities enable faster root cause identification of incidents–helping to accelerate resolution and reduce downtime that may impact the customer experience.

Probable Origin

When responders first begin working on incidents, they may not immediately know where to start and focus their response efforts. Available in early access, Probable Origin provides incident responders with suggestions of incidents and services along with their percentage of likelihood to be the origin point of an active incident. Probable Origin uses data science to analyze past occurrence patterns over the prior six months to recognize the recurring pattern and occurrence of cascading incidents. Probable Origin enables responders to understand the impact, ensures that the right teams are engaged (reducing the need for swarming and elimination processes), and prevents resources from unconnected services from mistakenly being involved.

Responders can view the following within the Probable Origin Widget:

• Incident Name/Title
• % Likely Origin
• Service Name
• Incident Status (Triggered, Acknowledged, Resolved), Responder Names, and Timestamp
  

• Join us for the Demo & Product AMA: What’s New in Event Intelligence 
• Learn more in the knowledge base

Auto-Pause Incidents

Available in early access, Auto-Pause Incidents automatically removes excess noise from flapping or transient alerts at the simple click of a button. Easily enable the feature to improve team health and help relieve frustration among responders who are often woken up in the middle of working on something important (like a new revenue-impacting project) or by issues with services or systems that eventually heal on their own or don’t need to be addressed immediately.

• Join us for the Demo & Product AMA: What’s New in Event Intelligence 
• Apply for early access

Event Orchestration

Building upon PagerDuty’s event rules, Event Orchestration helps teams cut down on manual event processing to help improve operational efficiency and reduce toil. Currently available for early access, Event Orchestration consists of a decision engine that enables teams to create custom logic to enrich, modify, and control routing of events to the right teams based on event conditions at scale. 

Combine nested event rules with machine learning and targeted automation that can trigger actions, including diagnostic and remediation actions (such as retrieve system health stats, or implement self-healing and automatically roll back a deployment and restart a server).

• Join us for the Demo & Product AMA: What’s New in Event Intelligence
• Apply for early access

On-Call Management

Response teams need context at a glance and holistic views into their entire service topology to respond more effectively when they’re on-call. They also need to find what they need, faster than ever before. New capabilities help teams operationally mature and own their services–resulting in better service quality, brand reputation, and better customer satisfaction.

Service Graph

Instantly discover, map, and visualize business and technical service dependencies across the digital ecosystem with Dynamic Service Graph. Teams can do the following directly in the Service Graph interface:

• View service health at a glance
• Assess an incident’s full extent of impact to technical services and the business
• Troubleshoot and zero in on probable cause incidents
• Perform incident actions such as escalate incidents to another responder or team and resolve incidents

View the demo:

Service Standards

Service Standards enables account owners to configure and enforce best-practice standards for managing their services at scale without slowing down innovation–establishing clear guidelines to keep everyone aligned across the organization. Teams can easily define, share, and track service configuration criteria according to their unique needs. Teams can view for each service:

• Whether defined service standards have passed or failed
• The number of service standards met out of the total number defined

• Apply for early access

Global Search

Use Global Search and its flexible UI to input search criteria to quickly retrieve incident, alert, services, and schedules in a centralized location. Select filter and sort parameters, as well as a desired date range on the left-side panel to further refine search results.

Learn more in the knowledge base.

Connect Everything

Integrations

PagerDuty meets customers where they work through enhanced apps that support critical communication and collaboration. Act fast and improve your visibility across the organization to bridge the gap between various teams such as customer service teams, engineering, and technical teams, as well as other teams and stakeholders across the organization.

PagerDuty App for Datadog – Status Dashboard by PagerDuty & Incidents by PagerDuty Widgets

The enhanced PagerDuty App for Datadog now includes the new Status Dashboard by PagerDuty Widget and Incident Dashboard by PagerDuty Widget. The former provides technical and business responders critical real-time visibility into the health of operations and systems. In addition to improved and streamlined communication between responders and stakeholders, you can also do the following in Datadog:

• Manually trigger PagerDuty incidents from within Datadog.
• View the current status of business services and corresponding impacted business services.

The latter, Incidents by PagerDuty, enables you to do the following directly in the Datadog console:

• View up to 20 high urgency and active incidents.
• Take actions like acknowledge and resolve PagerDuty incidents.
• View PagerDuty incident lists, individual incident details, and service dependencies with just a single click.

View the demo:

PagerDuty App for Salesforce Service Cloud

As previously announced, the PagerDuty App for Salesforce Service Cloud includes a status dashboard and command console directly within Salesforce Service Cloud. It empowers agents to resolve cases end to end – enabling agents to directly escalate to the right technical response teams – streamlining communication between response, engineering, customer service, and stakeholder teams across the organization. PagerDuty, Salesforce Service Cloud, and Slack together help customer service teams drive loyalty, improve CSAT, and exceed customer SLAs.

View Justin Shie’s PagerDuty App for Salesforce Service Cloud Full-Case Ownership Demo:

Product Deprecations

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

• 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.

Fall 2021 Launch

Catch the latest PagerDuty Fall 2021 Launch Webinar available on demand that showcases PagerDuty’s latest product capabilities that help automate incident response to accelerate critical work. Hosts Mandi Walls and Quintessence Anx joined by PagerDuty’s Chief Product Officer Sean Scott, as well as other members from our Product team including Dan McCall, Madeline Stack, Vivian Chan, and Brita Seltzer walk you through what’s new, followed by a brilliant Day in the Digital Life product demo, narrated by Lilia Gutnik.

• View the webinar on demand
• Read the blog: Fall 2021 Launch: Automate Incident Response to Accelerate Critical Work

PagerDuty Pulse

You can catch up on all of our latest product demos combined on demand within a playlist via the Q3 PagerDuty Pulse.

View the Q3 PagerDuty Pulse Today! 

PagerDuty Community Twitch Stream

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

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!

• Subscribe and get notified when we’re live and view previous recordings

• Missed one of our broadcasts? Watch any of these recent Twitch streams or YouTube videos:

• • Nov 19, 2021 with Mandi Walls – PD Garage (PagerDuty API)

• • Nov 7, 2021 with Mandi Walls, Julia Nasser, and Hadijah Creary – PagerDuty App for Datadog

• • Oct 29, 2021 with Mandi Walls and Scott McAllister – What’s New in the PagerDuty Terraform Provider

• • Oct 7, 2021 with Julie Gunderson of Gremlin

• • Oct 5, 2021 with Liz Fong-Jones of Honeycomb

• • Sep 30, 2021 with Dan Flores and Albert Feng of LogDNA

• • Sep 30, 2021 with Russ Savage of InfluxData

• • Sep 28, 2021 with Kerim Satirli of HashiCorp

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, Event Intelligence,Partner Integrations, and More! 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.

• Automate manual tasks and toil
• Prevent customer-impacting issues and innovate faster
• Keep external systems in sync with PagerDuty
• Embrace greater context through change events and service dependencies to triage faster on-the-go

Make sure to view the latest PagerDuty Pulse or learn more from our community team and developer advocates who have launched new programs to help you learn more about our latest products and best practices.

Runbook Automation

Enjoy some new features and enhancements to Rundeck Enterprise and Rundeck Community, as well as a few “incubating” features designed to welcome your feedback.

The Rundeck 3.4.2 update includes:

• Incubating Features: Easier-to-digest output data to Rundeck and Ruleset visualization to help view workflows throughout the rule creation process
• New Azure node steps to add Cloud Automation to your Rundeck workflows and manage larger deployments in Microsoft® Azure
• Specify custom filters during the ServiceNow® Node Source set-up gives you more flexibility when gathering the nodes you need from the CMDB.

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

Service Ownership

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.

Service Graph Early Access

The interactive, dynamic Service Graph gives organizations a holistic view of their entire service architecture. Easily map, view and understand business and technical service dependencies across the entire digital ecosystem in real time. With Service Graph, teams can:

• Easily view the health of the full service topology at a glance
• Identify gaps in relationships among technical and business services and seamlessly create dependencies directly within the service graph
• Understand the full impact radius of an issue and zero in on the probable cause, helping to reduce time to resolution and facilitate coordination across teams

Enjoy this context-rich and visually captivating user interface as teams across the organization can enjoy the following benefits during critical, business-impacting issues:

• Broaden siloed views and improve situational awareness
• Diagnose probable root cause faster
• Promote cross-team collaboration

View the demo, join the early access program, and learn more.

Integrations

Following closely after the release of Webhooks V3, the product team continues to expand and support additional webhook subscription event types.

Service Event Webhooks

Service change updates can now be received via webhook to easily keep systems in sync with service changes within PagerDuty. Add service event types to existing webhook subscriptions or create a new one to begin receiving the following webhooks:

• service.created
• service.deleted
• service.updated

As a reminder, webhooks V1 and V2 are being deprecated on November 13, 2021 and March 31, 2022 respectively.

View the Webhooks V3 Demo and learn more in the knowledge base!

Event Intelligence on Mobile

A feature-rich mobile app with additional event intelligence capabilities delivers greater even greater context to help responders triage incidents faster and effortlessly while on the go.

Change Events and Service Dependencies for Mobile:

Responders away from their primary work devices can now view additional critical context to help accelerate root cause analysis while on their mobile device:

• Change Events—including Change Correlation—are easily viewed in two areas of the mobile app (incident detail and service detail). Either tap on a desired incident and scroll to Change Events, or navigate to the Service Directory to select a desired service to view a maximum of two Change Events. Event details displayed include the date and time, summary, service, type, links, and source.
• Service Dependencies in the mobile app help you triage incidents and view the full impact—also referred to as blast radius—of an incident. Simply navigate to the service directory, select a service, and tap the dependencies button at the bottom of the details page to view a list of technical services or business service dependencies that a desired service uses or is used by.

To learn more, you can:

• View the Change Events and Service Dependencies in this Mobile demo
• Read more about Change Events and Service Dependencies on Mobile from the knowledge base and our mobile release notes

Product Deprecations

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

• August 31, 2021 – The New Service Profile will fully replace the Service Details Page. New capabilities include recent change events, adding and viewing dependencies, and adding runbooks or a communication channel. Learn more here.
• 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

If you missed it last time, catch the latest PagerDuty Pulse to access all of the latest product demos on demand within a playlist.

PagerDuty Community Twitch Stream Launch

The PagerDuty Community Twitch Stream is now available to all.

• Subscribe and get notified when we’re live and view previous recordings.
• Enjoy the first partner integration guest show that featured Teleport and their team on August 24, 2021 as they highlighted the benefits of the integration.

Customer Lunch and Learns With the Advocates

All PagerDuty customers are invited and welcome to enjoy monthly Customer Lunch and Learn With the Advocates. The Advocates will fill you in on current topics starting with:

• Best Practices for On-Call Teams: August 25, 2021 at 8 a.m. PDT, 1 p.m. EDT, 4 p.m. BST/5 p.m. CET
• Incident Response for Major Incident Response Managers: September 29, 2021 at 8 a.m. PDT, 1 p.m. ET, 4 p.m. BST/5 p.m. CET

You can look forward to future sessions focused on Blameless Postmortems and Full Service Ownership, and many other topics.

Please reach out to your customer success manager for an invitation if you have not yet received one!

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 Event Intelligence, Mobile, and More! appeared first on PagerDuty.