Customers in our early access program are already seeing value in Global Event Orchestration, touting reduced MTTR and better standardization of incident response at scale. As Kiril Yurovnik, Technical Lead at Riskified, said, “With a growing number of events, minimizing noise and toil is imperative, especially as organizations aim to optimize their IT processes amid the current economic environment. We’ve been using PagerDuty’s Global Event Orchestration as part of the early availability program, and the results have been strong. Riskified has been able to scale noise reduction, especially from non-production environments, saving our team valuable time to spend time innovating on what’s next.” 

What are Global Event Orchestrations?

Global Event Orchestration is like Service Event Orchestration in that it allows users to define complex rules that determine what happens to an event as it is processed. The difference is that Global Event Orchestration enriches events at ingest. Then, once the data is normalized, the event is routed to a service based on various criteria. This ensures that responders have the best event data possible to begin the response process.

Global Event Orchestration has three key components that make it successful for scaling incident response. 

Global Orchestration Rules allow users to apply actions to events across services. Teams can create rules which process event data across services and use the processed data to improve event routing. This empowers organizations to establish and improve on auto-remediation. This means that a human doesn’t need to be involved in an incident to resolve it. This also reduces the blast radius of an incident via more intelligent routing.

Enhanced integration key management reduces the workload of managing integration keys for different monitoring tools. This allows users to combine integration keys into one event orchestration. Even better, enhanced integration key management is now available for all PagerDuty plans.

Additional APIs allow for management at scale. Teams can use REST APIs for event source and Global Orchestration Rule management. Both of these APIs have Terraform support. These APIs are in addition to the REST APIs for Event Orchestration/Service Orchestration management.

“Leveraging PagerDuty’s Global Event Orchestration has been critical to ensure that our event routing processes are efficient and scalable to optimize IT operations and spend,” said Brian Long, Cloud Infrastructure Engineer at Hyland. “With Global Event Orchestration, our organization is able to detect the “resolved” condition from our notifications to execute as a resolve and reduce the number of places these conditions need to be configured by at least a factor of three. This frees up our time to focus on innovation, not configuration.”

How can Global Event Orchestration help my team?

With Global Event Orchestration, teams will see:

• Codified incident response processes: democratize and distribute well-understood incident responses across distributed teams
• Fewer incidents: use contextual event data from all services within your ecosystem to improve suppression accuracy
• Faster resolution: apply automation across teams and enable automated diagnostics at scale with standardized enrichment and data normalization

How teams use Global Event Orchestration may vary based on organizational structure. Capabilities align with two different teams: ITOps, SRE, and NOC teams and developer teams.

ITOps teams will be able to capitalize on the event normalization capabilities, ensuring that all events look the same as they come in.

SRE teams can create and extend automation across any or all services within a technical ecosystem. This makes scaling and standardizing automation across an organization easier than ever.

For L1 response teams such as NOCs, Global Event Orchestration helps them handle the massive incoming wave of events. Events can be routed to the NOC if they meet certain criteria. And, as the event passes through levels of rules and nested rules, automation can deliver diagnostics to the L1 responder. If the fix for an incident is well-known, organizations can create auto-remediation.

Developer teams will see fewer incidents and faster resolution. With auto-remediation, incidents can be resolved before they even hit the services that the developer teams are on call for. And, with in-depth routing criteria, incidents don’t bounce from team to team. If automation or the NOC or L1 responders can’t resolve it, the incident will go to the subject matter expert (SME). And, by the time the SME begins to work on the incident, diagnostic information is already available, reducing resolution time.

How can I get started today?

Global Event Orchestration is generally available for all PagerDuty AIOps customers. To see it in action, join us on Twitch Friday, April 14. 

PagerDuty AIOps helps teams experience fewer incidents, faster resolution, and greater productivity without long implementations or heavy ongoing maintenance. To try PagerDuty AIOps, you can request a trial here or take our product tour. If you want to talk to sales, contact us through this form.

To learn more about Global Event Orchestration, register for this webinar. If you’re a PagerDuty AIOps customer looking to create your first Global Event Orchestration, this knowledge base article can show you how to get started.

The post Reduce MTTR and Take Automation to a New Level with PagerDuty Global Event Orchestration appeared first on PagerDuty.

Our early access customers are already seeing results with PagerDuty AIOps, including 87% average noise reduction, deployed automated incident response 9x faster than existing solutions, and 14% faster MTTR.

As Kiril Yurovnik, Technical Lead at Riskified, said, “With a growing number of events, minimizing noise and toil is imperative, especially as organizations aim to optimize their IT processes amid the current economic environment. We’ve been using PagerDuty’s Global Event Orchestration as part of the early availability program, and the results have been strong. Riskified has been able to scale noise reduction, especially from non-production environments, saving our team valuable time to spend time innovating on what’s next.”

You can see PagerDuty AIOps in action by taking our product tour.

What is PagerDuty AIOps?

According to PagerDuty platform data, event volumes have grown by 70% YoY. As a result, businesses suffer from too much noise and too much toil while their response teams slog through chaotic, manual response processes.  

And when ITOps and SRE teams who act as first responders for incidents lack access to crucial context and visibility system-wide, they can’t take the next best action. This operational inefficiency has a compounding effect. It increases the cost of operations, reduces productivity across the technical organization, and takes away from value-add work.

In a resource-constrained environment, teams can’t wait for year-long implementations, they need help now. Organizations are looking for a solution that has fast time to value, integrates with their existing systems, and provides fast ROI. 

PagerDuty AIOps helps teams reduce noise, triage efficiently to drive the right actions towards resolution, and remove manual, repetitive work from the incident response process. PagerDuty AIOps works out of the box without requiring long implementations or heavy, ongoing  maintenance. Organizations continue to see best-in-class results. Noise reduction baked in with ML models that learn and adapt based on user behavior means teams see fewer incidents overall. And end-to-end event driven automation ensures that resolution is faster and requires less input from humans who are needed for value-add work.

“Leveraging PagerDuty’s Global Event Orchestration has been critical to ensure that our event routing processes are efficient and scalable to optimize IT operations and spend,” said Brian Long, Cloud Infrastructure Engineer at Hyland. “With Global Event Orchestration, our organization is able to detect the “resolved” condition from our notifications to execute as a resolve and reduce the number of places these conditions need to be configured by at least a factor of three. This frees up our time to focus on innovation, not configuration.”

Here’s what PagerDuty AIOps includes: 

• Event correlation, noise compression, and triage context functionality, freeing site reliability engineers and information technology teams from managing multiple vendors and manual processes to a single powerful solution that drives to resolution quickly.
• End-to-end automation, from event ingestion through auto-remediation, to help teams shift from reactive to proactive by capturing and actioning critical events before they become value-destroying incidents.  
• Advanced noise reduction features (available in our early access program) that group alerts across services and allow customers to leverage both defined rules and machine learning to only surface the incidents that matter.
• A visibility console that gives operations teams a single source of truth to monitor and quickly manage all incidents before major incidents occur with far-ranging business, IT, and financial impacts. 
• Global Event Orchestration, a powerful decision engine to enrich and control routing or trigger self-healing actions.
• With more than 700 integrations on the PagerDuty Operations Cloud platform, teams can trust our automation-led, people-centric AIOps solution to help save time and money.

How does PagerDuty AIOps work?

PagerDuty AIOps has sets of capabilities that help organizations standardize and scale incident best practices across all teams and services. And, it comes with new features custom-built to serve ITOps, Command Centers, NOCs, and SRE teams.

Reduce noisy incidents: reduce incident noise with the click of a button, either within a service or across services with Global Alert Grouping. Use built-in ML models, or create your own logic. And combine intelligent ML and rule-based alert grouping methods for customizable grouping capabilities. Group alerts by content, time, or other criteria for noise reduction that fits your organization’s needs.

Accelerate triage time and drive action: Leverage ML to surface the most important information for responders immediately. When an incident occurs, responders can quickly discover the probable origin of the incident, if the incident has previously occurred, and if a change was the likely cause.

Automate the redundant: Leverage event orchestration’s powerful decision engine to enrich and control routing or trigger self-healing actions based on event conditions across any or all services within PagerDuty with Global Event Orchestration.

Visualize what matters: Create a custom dashboard that provides a comprehensive view of your operations posture across services. Additionally, you’ll get full visibility into your event data so that you can prioritize what gets ingested and processed and have total transparency into your event usage.

How can I get started with PagerDuty AIOps today?

For current PagerDuty customers with Professional or Business plans, you can self-serve purchasing PagerDuty AIOps in your account subscriptions menu. 

For Event Intelligence customers, contact your account team about migration options to get access to new features available in PagerDuty AIOps. For more details, please see our knowledge base article.

Whether you’re a current PagerDuty customer or looking to get started, you can see PagerDuty AIOps in action by requesting a trial or taking our product tour. If you have questions and want to speak with our sales team, you can reach out here.

The post Introducing PagerDuty AIOps: Harnessing the Power of AI to Transform Modern Operations for the Enterprise appeared first on PagerDuty.

• • Leveraging Status Pages to keep customers informed with real-time status 
  • Updated analytics reports and status update notification templates for faster, more flexible Incident Response 
  • PagerDuty® Process Automation and Rundeck Community updates in the latest 4.9.0 Release

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 Template Updates GA

Status Update Notification Templates are now generally available! With organization-based templates, companies can now customize and standardize communications based on impact, service areas, and more. This functionality will be also available via API, so teams are able to customize and leverage status update notification templates to fit their needs in any context. Watch this demo to see the templates in action.

Learn more in the knowledge base.

Incident Workflows GA

Get more flexibility and control over your incident response processes by reducing the manual work required to carry out the right response. Utilize a no-code/low-code builder to create unique Incident Workflows for any use case that trigger an orchestrated response using if-this-then-that logic. Incident Workflows are available to Business and Digital Operations plans only, and will fully replace Response Plays. Upgrade your Response Plays to Incident Workflows. Watch the demo.

Watch the demo and read the KB article. General Availability for both web and mobile coming soon!

Custom Fields on Incidents EA

Custom fields give users the flexibility to display critical information on incidents. Teams can aggregate data from several existing systems of record into a 360 degree view of incident response, reducing the time responders spend searching for key data, and ultimately lowering MTTR. Custom Fields on Incidents will be available on web and the API. Learn more in our KB article and sign up for Early Access.

Incident Activity Report

The updated Incident Activity Report from PagerDuty Analytics is now available for early access. This report offers a range of enhancements to help teams take their incident response to the next level. With interactive visualizations, drill-down capabilities, and detailed data on responder efforts, this report can provide valuable insights and help teams improve their incident resolution time.   It will give you the number of responders involved in an incident and the time effort from MTTA to MTTR. Sign up for the early access program and learn more in our KB article

Customer Service Ops

Status Pages

PagerDuty Status Pages are now available. Customers can rely on PagerDuty as the single source of truth to keep their customers proactively informed about the real-time status of their systems. This new product gives customers the ability to create public pages and customize them for the consistent look and feel of their brand. In addition, customers will be able to leverage Human-in-the-Loop support to automatically post real-time updates with human approval when needed. Check out the blog or the knowledge base for all the details.

(Featured above: Status Pages Preview and System Status)

(Featured above: Status Pages Customization)

PagerDuty for Customer service In ServiceNow CSM

PagerDuty for Customer Service in ServiceNow CSM is now available. Customer service teams can now see the status of active incidents in PagerDuty right from ServiceNow. With this new application agents can 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 in real time to get ahead of customer issues. Check us out in the ServiceNow app store.

PagerDuty® Process Automation Software, PagerDuty® Runbook Automation, and Rundeck

PagerDuty® Process Automation, PagerDuty Runbook Automation, and & Rundeck Community Version 4.9.0

Check out the new features and enhancements for PagerDuty® Process Automation, PagerDuty Runbook Automation, and Rundeck Community. This release introduces the beta for Plugin Groups, which simplifies the configuration of plugins so users can build more automation faster. Now users have a graphical interface for configuring plugin properties at the project and system level using predefined sets of properties on a per plugin suite basis. Read the release notes for more info.

Learn more:

• View our Twitch stream review of this release
• Read the full release notes about the version 4.9.0 release, January 11, 2023

Unified Login Expereince

Our login experience is being streamlined to make it easier for customers to login to PagerDuty by streamlining the process – we’ve also created a KB article to answer questions about logging into PagerDuty (here).  To enable the new login experience for your PagerDuty subdomain – sign up for the early access program.

Modernized Navigation for Mobile

The new Modernized Navigation for PagerDuty Mobile is a new feature that makes navigation faster and more efficient. This feature is available for iOS in early access starting February 6th, 2023. With it, you’ll be able to navigate easily between screens without having to return to the hidden hamburger menu and relaunch screens. This means you’ll be able to move from one screen to another quickly and without any extra steps. And the user’s history is preserved even while simultaneously navigating multiple screens. Watch our video demonstration or sign up for our early access program to learn more about it.

New integrations with IBM, Asana, and Zoho

PagerDuty has 700+ integrations with technology partners in DevOps, IT, Observability, Security, Business Operations, Customer Service, and more. This month we’re excited to announce new integrations to unlock the full potential of your tool stack, including:

• IBM Instana launched a tech preview of their new Action Framework integration for PagerDuty. Instana’s Enterprise Observability Platform performs real-time discovery, mapping, and monitoring of the full application stack. The new integration invokes PagerDuty Process Automation directly from Instana to resolve issues faster.
• The new Asana and PagerDuty integration helps improve visibility and agility across organizations beyond Dev and IT. When an Asana task requires attention, teams can go from manually creating a PagerDuty incident to automatically kicking it off, via Asana rules, with the context needed to issue a service. By connecting PagerDuty and Asana, teams can reduce manual work and provide a timely response or alert for escalation requests while reducing incident response time.
• Zoho’s new ManageEngine OpManager integration for PagerDuty helps you quickly resolve incidents with network devices of all kinds, including routers, switches, storage devices, VMs, firewalls, and more.

Product Deprecations Announcements

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
• Please reach out to support@pagerduty.com with additional questions

Important Dates:

• October 31, 2022 (v1 Webhooks EOL)

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. If you have any questions or concerns, please reach out to support@pagerduty.com

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:

Automating Security and Compliance with PagerDuty and AWS

Financial Services, healthcare companies, and really any business today must comply with strict regulatory  requirements, which creates a lot of manual overhead for IT operations teams and developers. Hear how Amazon Web Services (AWS) can help you build compliant workloads, and how PagerDuty can help optimize security and compliance in IT operations through automation. Learn how to streamline compliance processes while improving quality and reducing costs.

Watch now!

Event Intelligence 101 with PagerDuty University

Join Hannah Lodise as she provides an in-depth deep dive on how Event Intelligence features can help you reduce system noise, quickly troubleshoot issues, and remove manual toil — all in the name of speedier resolution. 

Register now!

Getting Started Workshop: Rundeck By PagerDuty

Join Mandi Walls, Developer Advocate, as she walks you through the basics and common use cases of Runbook Automation. In this 30 minute session she will work with you on a sample welcome project that shows you how to configure and use Rundeck Open source and steps to get the Community Welcome Project  running in your environment.

Watch Now 

PagerDuty Status Pages: The Single Source of Truth you and your customers need

PagerDuty Status Pages is now live! In this webinar, learn first hand insights into how PagerDuty and our customers are using Status Pages, and why it’s been integral for helping teams consolidate tools, drive efficiencies and breaking silos to get their customer service and engineering teams working together and keeping their customers in the loop.

Watch Now

Terraform Quarterly Roundtable
Date & Time: February 21, 2023 10:00am PT (US & Canada)

Join Mandi Walls and José Antonio Reyes from PagerDuty to hear from industry peers and share your own experiences regarding best practices, learnings, and things to consider when implementing Infrastructure as Code with Terraform and PagerDuty.

Reserve your spot today!

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:
  • Services with a Smile: Service Graph and Service Standards with Mandi Walls and Davis Godbout from PagerDuty (September 30, 2022) 
  • PagerDuty Process Automation and Rundeck Open Source v4.9.0 Release Notes with Mandi Walls, Jake Cohen, and Forrest Evans (January 17 ,2023)

View our Twitch Stream schedule to join one of our weekly ongoing streams in February!

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: January 2023 appeared first on PagerDuty.

I started noticing this in my own life a year and a half ago when a coworker who had recently joined the team told me she found a more efficient way to generate closed captions for our instructional videos. I asked if it was a tool in her Adobe Creative Suite. 

“Nope, it’s actually YouTube!” she replied.

“What? That’s amazing!” I said. “How did we not know about this?” I was shocked. For the past 6 months, we had been paying for a separate tool for its closed captioning capabilities when, all along, we could’ve used YouTube’s free captioning feature in our Google accounts. 

More recently, I had my proverbial mind blown yet again when I learned of Slack’s reminder feature. Making my to-do list for the next day, I was scheduling reminders in my Google calendar to follow up with a teammate, call my doctor, and pay the gas bill. My husband looked on in amusement as I added one event after another in my calendar.

“What are you doing?” he asked.  

“Setting reminders for the things I have to do tomorrow,” I replied, mildly annoyed at this interruption to my sacred routine.

“Why don’t you use the Slack reminder feature?” he said. “That way, you’re not filling up half your calendar with reminders and making it hard for people to book meetings.” 

“I had no idea you could do that!” Like the YouTube incident, I was incredulous that I was only learning of this feature now.

As I started scheduling Slack reminders for the following day, I wondered how often we hear our customers use that phrase — “I had no idea you could do that!” It’s not surprising when you think about it. We often purchase a tool for a specific use case. In our haste to implement a solution, we approach the task with blinders on, paying attention to only those features that will help us achieve our goal. “Problem solved!” we declare. Never mind that we only learned a tenth of the software’s capabilities. Years later, we’re still clicking the same buttons and following the same scripts, oblivious to the slew of new features that promise to enhance our user experience.  

It’s human nature to take the path of least resistance. But at a time when many tech companies are being asked to manage costs and do more with less, perhaps a good place to start looking for efficiencies is in our existing investments.

One business area that shines a light on this is Customer Education. At PagerDuty, customer training and enablement sits with PagerDuty University. A comment we often see in our course evaluations is “I had no idea PagerDuty could do [fill in the blank with a feature that’s existed for months or even years]!” Some customers may have started using PagerDuty for on-call management and alerting, and never ventured beyond those basic capabilities. They’ve become so accustomed to using PagerDuty for a single use case that they don’t realize its product portfolio actually encompasses multiple solutions for use cases across their digital operations. 

For organizations facing pressure from the current macroeconomic environment, PagerDuty’s end-to-end digital operations capabilities can help consolidate tool spend and boost productivity by reducing context switching. PagerDuty University helps customers by driving awareness of this end-to-end experience, from pre-incident creation (enriching and routing events) to post-incident mobilization (response automation) to business-wide orchestration (automated stakeholder communication) and beyond. Rather than investing in point solutions that address a single problem, our customers can leverage the solutions they need, when they need it, adopting additional capabilities and products as they continue to evolve their Digital Operations with PagerDuty.  

Those of us who work in Customer Education understand that it’s our job to not only improve a customer’s time to value, but to ensure that they continue to see the return on their investment post-onboarding and beyond. For PagerDuty University, that means making sure that our customers receive proper enablement on PagerDuty’s advanced capabilities such as Event Intelligence and Incident Workflows (in Early Access!), as well as other products and use cases such as Customer Service Operations and Process Automation. Tool consolidation, cost savings, automating away toil, better customer experience — these are some of the biggest ROI our customers walk away with post-training. 

Our instructor-led training courses are centered around achieving customer goals. Rather than training customers on every PagerDuty feature, we first try to understand what business challenges they’re trying to solve, and build training that guides them efficiently to reaching those goals. Often in SaaS, we talk about time to value — we like to think of our technical training team as “guides to value.” 

PagerDuty University’s free, on-demand training complements our instructor-led training by digging into each product feature, situated in real-life scenarios so users always understand the larger context in which these features are used and the problems they solve. Our self-paced eLearning modules are suitable for customers who are trialing a free account, those who want to check out new features, or those who simply prefer the self-serve aspect of on-demand training. 

It should come as no surprise that those of us who work in Education Services love learning. We use that love of learning to drive customer success, which sits at the heart of everything. Whether it’s driving adoption, improving onboarding, or imparting industry best practices, we strive to make sure that we never hear one of our customers say “I had no idea PagerDuty could do that!”

The post Doing More with Less: Building Greater Operational Efficiency with PagerDuty appeared first on PagerDuty.

• Incident Workflows for faster, more flexible Incident Response
• AIOps for tuning system noise with Flexible Time Windows for alert grouping
• PagerDuty® Process Automation and Rundeck Community updates in the latest 4.8.0 Release
• An improved PagerDuty Mobile App Experience with the New Mobile Home Screen Experience and Mobile App User Login Experience
• Streamlining CollabOps Integrations with expansions to the PagerDuty App for Microsoft Teams
• 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

Early Access for Incident Workflows

Use a no-code/low-code builder to create customizable incident workflows that will reduce the manual work required to escalate, mobilize, and orchestrate the right incident response for any use case. Automatically trigger an orchestrated response using if-this-then-that logic to sequence common incident actions, such as adding a responder, subscribing stakeholders, or starting a conference bridge. To learn more, check out the deep-dive blog, our KB article and sign up for Early Access.

View a demo of Incident Workflows above or watch it in action later

(Featured above: Incident Workflows Builder)

(Featured above: Incident Workflows Conditional Trigger Setup)

(Featured above: Incident Workflows Conditional Trigger Configuration)

• 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

AIOps

Flexible Time Windows

Our latest AIOps feature, Flexible Time Windows, is now generally available for all Event Intelligence or DigOps users. You can use it to access greater precision and flexibility when tuning for system noise, along with recommendations on optimal time windows. A configurable time interval lets users tailor Intelligent Alert Grouping to optimize noise reduction for each service, all using a simple dropdown menu.

(Featured above: Flexible Time Windows)

Learn more about this feature and all of Intelligent Alert Grouping in the Knowledge Base.

PagerDuty® Process Automation

PagerDuty® Process Automation Software and PagerDuty® Runbook Automation Version 4.8.0

Check out the new features and enhancements for PagerDuty® Process Automation, PagerDuty Runbook Automation, and Rundeck Community.

Highlights include:

• RSS Feed Plugin. The new RSS Feed Plugin helps users quickly understand whether an incident is due to an internal issue or a third-party. The RSS Feed Plugin allows users to query and parse RSS feeds for events from SaaS tools and public cloud providers. For users deploying the Automated-Diagnostics Solution, this plugin provides a logical first step for implementation.

(Featured above: Events RSS Feed Plugin Sample Configuration)

(Featured above: Output in Runbook Automation)

(Featured above: Output in the PagerDuty App for Slack)

• ServiceNow App. The ServiceNow App is certified for the ServiceNow Tokyo Release and is now available for PagerDuty Process Automation Commercial Products within the ServiceNow® Store. Contact your Account Executive or Customer Success contact to request for the application.

(Featured above: Process Automation ServiceNow App Configuration Settings)

• Job Resume now works with Parallel/Ruleset strategies. Now users can resume long running jobs at the point of failure vs. re-running a multi-hour / day job. Users can execute previously failed step(s) with the same inputs on Parallel and Ruleset execution strategies. When enabled on a Job, the plugin will record the internal Workflow State as the Execution progresses. When one or more steps fail, the Workflow State prior to executing the failed step(s) is recorded and stored and can be restarted if needed.

Read the release notes to learn more.

Learn more:

• View our Twitch stream review of this release
• Read the full release notes about the Phoenix Green Knight Release (4.8.0), November 10, 2022

PagerDuty Mobile App

Updates to the PagerDuty Mobile App User Login Experience

The login experience now begins with a requirement to enter your email address. Your email address will then drive the rest of the login experience, presenting you with more streamlined and relevant options at every step of the login experience. You will see the following changes:

• The current login screen with 4 buttons will be replaced by a single email entry field
• The email address will be entered by the user
• That email address will determine what service regions you are in, and what login options have been enabled on your accounts (username/password, or single-sign-on)
• We will then present you with additional fields (e.g. password), or perhaps send you directly to your single-sign-on provider (if only one single-sign-on provider is associated with your email address)

With these updates, you won’t need to choose SSO/Service Region before entering your credentials. 

We started rolling out this change gradually starting December 5th, 2022 and will continue throughout the month of December. If you have additional questions, please contact support@pagerduty.com.

New PagerDuty Mobile Home Screen Experience

Now if you navigate to “Home” in the PagerDuty Mobile App,”My open incidents” now sits front and center to reveal the most recent incidents along with their related details. Responders who want a broader awareness of digital operations can easily view and access non-incident information like on-call shifts and impacted technical services. This is just the latest in a series of new mobile app enhancements we’ve rolled out this year. You can learn more by reading the blog or knowledge base article.

(Featured above: Mobile Home Screen Experience Main Dashboard and Upcoming Shifts Menu)

Integrations

Expanded Incident Response Functionality in the PagerDuty App for Microsoft Teams

Incident responders can now perform additional incident management actions from the PagerDuty App for Microsoft Teams. These updates include the ability to: 

• Change priority
• Reassign
• Add responders
• Escalate
• Run PagerDuty Automation Actions

(Featured above: PagerDuty App for Microsoft Teams Incident Actions)

(Featured above: PagerDuty App for Microsoft Teams Automation Actions)

Learn more:

• You can read more about this feature in the blog
• Visit the PagerDuty App for Microsoft Integration Guide
• If you have any questions, please reach out to support@pagerduty.com

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 January 31, 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

Fewer Rules & Less Noise: Your Guide to Event Orchestration with PagerDuty University

Join Hannah Lodise for a quick 3-minute walkthrough of Event Orchestration basics. Your teams will learn to leverage automation to reduce noise, more efficiently process events at ingest, and even avoid incidents entirely!

Register now!

Terraform Quarterly Roundtable

Date & Time: February 21, 2023 10:00am PT (US & Canada)

Join Scott McAllister and José Antonio Reyes from PagerDuty to hear from industry peers and share your own experiences regarding best practices, learnings, and things to consider when implementing Infrastructure as Code with Terraform and PagerDuty.

Reserve your spot today!

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

If you missed our latest product launch earlier this month, you can still watch it for a deep dive into our latest AIOps and Automation capabilities. Kat Gains, Jonathan Rende, Julia Nasser, Sam Ferguson, and Hadijah Creary introduced:

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

Watch it on demand!

In-Person Events

Join PagerDuty at AWS Re:Invent 2022, or our booth at the Gartner IT Infrastructure, Operations and Cloud Strategies Conference for our latest product demo and to learn more about PagerDuty from our product experts and team of solutions consultants.

Register for upcoming events in December 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:
  • Services with a Smile: Service Graph and Service Standards with Mandi Walls and Davis Godbout from PagerDuty (September 30, 2022) 
  • PagerDuty Process Automation and Rundeck Open Source v4.8.0 Release Notes with Mandi Walls, Jake Cohen, and Forrest Evans (November 10, 2022)
• View our Twitch Stream schedule to join one of our weekly ongoing streams in December!

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, Mobile App Experience, and More! 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.

• • Updates to Incident Response on the PagerDuty Mobile App that enable you to create, update, and delete Maintenance Windows on the go
  • PagerDuty® Process Automation and Rundeck Community updates in the latest 4.6.0 Release
  • Product Deprecations including the V1/V2 Webhooks  EOL (End-Of-Life), as well as the Event Rules EOL & Migration to Event Orchestration
    
  • 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 Mobile App

New! Create and Manage Maintenance Windows Through the PagerDuty Mobile App

The Maintenance Windows feature for the PagerDuty mobile app is generally available (as of September 15th, 2022). Maintenance windows help responders temporarily disable a service, including all of its integrations, while it is in maintenance mode. When a service is in the maintenance window, all the service integrations are effectively “switched off” so that no new incidents will trigger. Now, users away from their desk or office have the flexibility to create, update, and delete maintenance windows through the PagerDuty mobile app.

(Featured above: Active Maintenance Windows on Mobile)

(Featured above: Maintenance Windows on Mobile Create and Schedule Maintenance Window)

• Learn more about mobile maintenance windows in the Knowledge Base Article
• Try it out and download the update via iOS or Android
• Read the blog

PagerDuty® Process Automation

PagerDuty® Process Automation Software and PagerDuty® Runbook Automation Version 4.6.0

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

• New Query Job Step plugin for AWS Athena. This new AWS Athena job steps plugin allows users to execute SQL queries on data in S3 using AWS Athena as part of their Jobs

• Enhancements to the Amazon ECS node source plugin. Users can now integrate with multiple clusters in a given region, making it easier to manage ECS Tasks across larger environments

• A number of important security and compliance updates, and bug fixes

Learn more:

• View our Twitch stream review of this release
• Read the full release notes about the Ogre Salmon Bullhorn Release (4.6.0), September 6, 2022

Product Deprecations

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

V1/V2 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 details and steps to migrate to v3 Webhooks, please refer to this migration guide.

If you have additional questions, please reach out to support@pagerduty.com.

Important Dates:

• V2 Webhooks – V2 webhook extensions will be unsupported in October, 2022.

Required Permissions:

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

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

Event Rules EOL & Migration to Event Orchestration

PagerDuty Event Rules End-Of-Life is January 31, 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

Cloud Ready: Accelerate Your Modernization Journey in the Cloud with PagerDuty and AWS

Join Inga Weizman and Mandi Walls as they walk you through how PagerDuty’s industry-leading AWS integrations are built to help organizations using AWS and PagerDuty to automate incident response and speed up cloud adoption while also minimizing downtime and impact to customers. They’ll cover how PagerDuty helps organizations:

• Reduce downtime and customer impact with service ownership while enabling teams to drive continuous improvement and innovation
• Modernize and optimize your operations with a set of enterprise-grade AWS integrations
• Automate incident response with PagerDuty’s Runbook Automation and newest set of AWS plugins and prebuilt jobs that make it easier to get up and running with auto-diagnostics

Register today!

Improve Efficiency of Incident Response with Automated Diagnostics for AWS in PagerDuty

Join Greg Chase, Sebastian Joseph, and John Kiefer from PagerDuty as they discuss how PagerDuty Automated Diagnostics for AWS can help customers quickly triage problems in AWS environments. You’ll see:

• How first responders can diagnose problems in AWS like senior engineers
• How to use prebuilt diagnostics for AWS services available for PagerDuty
• How your senior engineers can create new diagnostics for first responders
• Demos of how all of the above works

Register Today!

Customer Service Operations: The Proactive Approach with Zendesk

Join Kat Gaines and Carrie Lacina as they showcase how PagerDuty for Customer Service Operations and Zendesk empower customer service teams to resolve issues faster to get ahead of customer-impacting incidents. Join 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
• The benefits of using PagerDuty Automation Actions in Zendesk to validate customer problems and capture critical information via automation to diagnose and resolve cases faster
• How PagerDuty and Zendesk customers drive loyalty, improve CSAT, and exceed customer SLAs by resolving issues before they impact business

      Register today!

Register for upcoming events in October 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 Process Automation and Rundeck Open Source Release Notes 4.6.0. With Mandi Walls, Forrest Evans, and Jake Cohen (September 13, 2022)
  • PagerDuty and Arize: Integrations for ML Observability with Mandi Walls and Jack Zhu from Arize AI (August 11, 2022)
• View our Twitch Stream schedule to join one of our weekly ongoing streams in October!

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 Mobile, PagerDuty® Process Automation Software & PagerDuty® Runbook Automation, and More! 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.

But the pivot to service ownership is difficult, especially for large companies with hundreds or even thousands of services. Everything from defining a service, its boundaries, and who owns it can be a behemoth undertaking. And ensuring that services are configured in a way that allows the organization to scale quickly is next to impossible across the entire technology ecosystem. However, gaining this level of visibility is crucial for better business outcomes.

To address this problem, PagerDuty is excited to announce the general availability of Service Standards for all plans. PagerDuty’s emphasis on service ownership through our service-based architecture has traditionally allowed individual teams to determine how to configure services. Now, with Service Standards, teams across an organization have both the visibility to understand what best practice looks like as well as the flexibility to standardize that knowledge across teams new to service ownership in a way that’s beneficial for both the team and organization. 

Service Standards help all teams ensure that their service configurations are adhering to service ownership best practices. This means that services are informative, integrated with the right tools, and supported by the right people. Service Standards provides both the visibility and means to institute standards across teams to not only embrace service ownership, but also to scale it across the organization.

Introducing Service Standards

When configuring services, teams throughout an organization will have different methods. Some services may have the information that all teams need to act quickly during an incident and others may not. This lack of uniformity can cause problems across the ecosystem, with information that’s lost or locked up as purely tribal knowledge. And, it’s next to impossible for managers and administrators to know whether the services they are responsible for are in good shape or not.

Service Standards can help individual engineers understand how to configure better services, while providing a guide for managers and administrators to scale these standards across an organization.

Set up better services with guidelines for success

With the shift to cloud, the number of services for any organization has grown exponentially, and a central governing and creation team isn’t often able to handle the load. To make things more complicated, service owners configure services in markedly different ways. From naming conventions, to descriptions, to whether they have the right people on call, services vary in the depth of information they provide.

Too often this results in a lot of rework. Imagine this scenario: Team spins up new services only to be blocked before they can enter production. They’re told to make a variety of changes and fixes to ship. And, since these requirements are often not codified or widely known, this is a mistake that the team might make multiple times, adding pain and toil to the service creation process. 

We hear this from customers all the time. In fact, one of the top questions we get asked is “what does ‘good’ look like?” The truth is, it often depends, but it’s always the case that ‘good’ is unique to each team’s particular way of working. 

With Service Standards, teams can standardize on what good looks like according to company policy. PagerDuty has provided nine standards that each service should fulfill to have the depth and context required for the service to be considered well-configured, all of which are able to be toggled on and off.

Audit services for accountability

Service Standards also give managers and administrators the level of control they need to ensure that configuration requirements are met at scale. Administrators can determine visibility and decide whether to make these standards publicly available for the rest of the organization to view. They can also toggle on or off all nine standards depending on what the company needs. On a more granular level, administrators can apply these standards to only a subset of services for more flexibility. And, the service performance data can be exported out of PagerDuty and shared as needed to drive accountability and show progress.

Ready to try yourself?

Service Standards are here to help all organizations scale service ownership best practices. This feature gives engineers an understanding of what is ready for production and reduces the toil required to ship new services. For administrators and managers, Service Standards help drive accountability throughout the technology ecosystem and provide a way to assess progress. Over time, this improves incident response for first responders looking for quick context, and helps drive operational maturity at the organization level.

If you want to learn more, check out our recent webinar, “How to Standardize Service Ownership at Scale for Improved Incident Response” or read our knowledge base article here.

If you’re ready to see Service Standards in action, try PagerDuty for free for 14 days.

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