This is why our roadmap has always focused on innovation designed to make your job easier: innovation with a purpose. At PagerDuty, we have been working with AI and machine learning for years, and have become the industry leader in AIOps. And it’s through that lens that we’ve evaluated GenAI–not for its own sake, but by asking ourselves how it could unlock more value across the PagerDuty Operations Cloud. 

From code co-pilots to incident response assistants, generative AI represents a tremendous opportunity. The ease and elegance of engaging with generative AI–its fundamental intuitiveness through a natural language interface–creates a step function opportunity to unlock the full potential of automation. There’s no question that automation has the potential to save time and money while increasing productivity and capacity, but automation initiatives can die under the weight of their own abstraction. 

GenAI brings a consumer-style simplicity to enterprise-grade automation and makes the realization of automation’s potential much more real. The pace of software development will only accelerate, and more software means more complexity–which makes DevOps more important than ever. 

Today, I’m excited to share the first three generative AI-supported capabilities PagerDuty is bringing to the PagerDuty Operations Cloud: 

AI Generated Status Updates

When unplanned, interrupt work strikes, communication and coordination are essential to resolution. Industry best practices recommend regular status updates to stakeholders and leadership every 30 minutes (at least) to be sure the business responds with one voice. But crafting those updates takes time and bears its own cognitive load at a time when your teams are already at surge capacity. We have customers who tell us that during major incidents they have three people dedicated to just status updates.

This was a perfect place for us to kick off a generative AI deployment. With generative AI integrated into our Status Update feature, teams can save cycles on what to say and to whom–they can generate persona-based status update drafts with just a few clicks. The new capability leverages AI to process all data related to the current incident and auto-generate a summary, offering key insights on events, progress and challenges. This feature enhances incident management workflows and streamlines communication in addition to saving time, allowing your team to focus on the real work of resolution.

Join the waitlist

AI Generated Incident Postmortems

Postmortems are a staple of operational excellence and a best practice often driven by site reliability engineering (SRE)–it’s how you learn what went wrong, where you could improve, and most importantly, how to avoid making the same mistakes again and again. 

Taking the time to document postmortems, however, can be challenging. It’s a drawn-out, manual (and occasionally emotional) process to collect all the relevant data points for review as a group. 

But imagine you had a virtual set of team members shadowing the incident from start to finish, a team whose only job is to create a timely and unbiased draft of your postmortem report. That’s exactly what we can give you by applying generative AI to automate the generation of comprehensive post-incident draft reports.

As you’ll see in the video, once an incident is resolved, the user can elect to generate a postmortem review, triggering the real-time, time-consuming collection of all available data around the incident at hand (including logs, metrics, and relevant Slack or Microsoft Teams conversations). It then produces a detailed report that highlights key findings, root causes and areas of improvement. Additionally, PagerDuty generates a list of recommended action items tailored to prevent similar issues from occurring in the future.

Not only will this feature save time, but it will also provide a starting point for capturing crucial learnings, fostering a culture of continuous improvement and enabling the team to spend more time on future proofing–which brings us back to the criticality of the human-in-the-loop approach to unlocking the power of generative AI when you’re talking about mission-critical work. 

Like the Status Update example above, automated incident postmortems require a person to provide expertise, judgment and oversight, validating and refining the report before releasing it for broader consumption. 

Join the waitlist

AI Generated Process Automation

We’ve been using automation across the PagerDuty Operations Cloud platform since its inception, partnering with many of you to provide scripts and plugins to automate workflows that help you manage and resolve unplanned work more quickly. Our customers use us every day–whether in the cloud or on prem–for infrastructure automation as well as driving Ansible, Terraform and Power Automate. But if the scripts and tools don’t already exist, you have to do the heavy lifting yourself to actually code the script.

No longer. With generative AI, we’ve built a co-author for your automation needs. It’s like having an extra developer on your team whom you can task with researching how to do what you want to do and then create the automation for you. And best of all, it’ll do it in your favorite scripting language or easily transition from one language to another, so you ultimately have full control. We’re bringing low-code capabilities to what used to be a high-code experience, without losing any power or flexibility. For example, you can simply state, “Write an automated workflow that adds a specific user to a group within Okta. I should be able to specify the user by email and group at runtime,” hit the generate button, and watch the magic happen.

Join the waitlist

We are early in a journey where generative AI will accelerate learning, eliminate toil and increase our productivity, while freeing us up for more creativity. 

With any new technology, there is risk. Managing that risk successfully is in our DNA, as our customers know from when we have introduced AI, machine learning and automation capabilities across the platform over the years. It’s why “human in the loop” is a central tenet in our AI work. And it’s why we’re moving quickly but keeping the tenets of fidelity, security and accuracy in mind as we build.  

We want your feedback and input–as the possibilities are endless. What matters to you the most? Join the waitlist for these features, and sign up to get development updates. We expect to begin releasing these capabilities over the coming months.

The post Generative AI for the PagerDuty Operations Cloud 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.