For those who may not be familiar with the significance of Juneteenth, it is an American holiday to remember the triumphs and struggles that were fought to end slavery in Texas in 1865. Juneteenth is significant because it symbolizes the re-founding of a nation, not on the backs of a free labor source brutalized and enslaved, but rather with the written and holistic notion of a place where everybody is born equal, with an inalienable right to happiness, to freedom, to life.

Juneteenth represents the reimagining of a nation that was founded far away from the principles of an egalitarian nation. It is a reenactment of an ideal: a united nation where all are free to live in freedom and prosperity.

PagerDuty’s vision is to create a more equitable world, thus we pause to thank those Dutonians that identify as Black and/or African American for their contributions to PagerDuty, our customers, and the communities we serve. We recognize the significance of Juneteenth as a symbol of liberation and the ongoing struggle for racial equality and remain committed to creating meaningful and inclusive experiences for all employees.

We continue to drive an equitable workforce through fair and equal pay practices, regardless of gender, ethnicity, and race, in the U.S. and globally. For Dutonians doing similar work with a similar scope of responsibility, employees of underrepresented minority race/ethnicity in the US earn, on average, ninety-nine cents ($0.99) for every one dollar ($1.00) that employees of a represented majority race/ethnicity earn. While we still have work to do and prioritize pay equity, we see the value in creating spaces of belonging for our workforce.

On June 14 and 15, I had the pleasure to kick-off the keynote welcome for an inaugural ground-breaking grassroot event, ArrayChella. The event, which was the vision specifically designed by two of our Black Employee Resource Group (R.i.S.E.) leads – Mya King and Hadijah Creary, to honor and celebrate our Black and Latine employees. The event featured various activities and opportunities for networking, community building and personal growth, all tailored to showcase the rich history, achievements, and cultural contributions of the black and brown communities. Through this event, we aimed to demonstrate our unwavering support for our black employees and their collective journey toward empowerment and progress.

Today, we continue PagerDuty’s tradition of providing educational resources, and employee sentiments to bring the historical significance and modern-day relevance of Juneteenth to life by asking Dutonians to share their personal perspective of Juneteenth. Dutonians across the country commemorated Juneteenth in several ways – local parades, family barbecues, or giving back.

As an African American woman, Juneteenth is a day that I recognize the resilience, bravery, and ingenuity of my ancestors, whose shoulders I proudly stand upon. As the Chief Diversity Officer at PagerDuty, Juneteenth is an opportunity to invite Dutonians, and others, to remember the contributions made by African Americans, and other underrepresented communities, towards the success of our country. By embracing Juneteenth, we continue to build a tech industry that reflects the diversity of our society and contributes to a more equitable future for all.

Take a moment to learn more about the history of Juneteenth by visiting the National Museum of African American History & Culture.

The post Embracing Juneteenth: A Journey Towards Inclusion 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.

• • 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.

• Five free Professional user licences 
• 40% off additional product
• Expanded onboarding and training resources

We know that in today’s digital economy, seconds matter. Maybe even more so for mission-driven and nonprofit organizations, where seconds can be a matter of life and death. Whether operating a suicide or safety hotline, delivering disaster relief, time-critical healthcare, or food stamps—such services rely on round-the-clock availability. PagerDuty’s real-time operations platform guarantees reliability and uptime, so that mission-driven organizations can be assured the constituents and communities they work for will never be without their services.

Our vision at PagerDuty is an equitable world where we transform critical work so all teams can delight their customers and build trust. Enhanced Impact Pricing supports this vision by making PagerDuty accessible to more teams from IT to business operations such as constituent service and support. This is particularly important at a time when prices are rising universally and many organizations are working with additional resourcing constraints. We also know that mission-driven teams are committed to being the best stewards of the resources they have, and Impact Pricing helps them meet this goal.

Deepening PagerDuty’s Social Impact 

Our work through PagerDuty.org, the company’s social impact arm, is a vital part of how we support PagerDuty’s broader vision of an equitable world. PagerDuty.org mobilizes company assets across our product, people, and philanthropic funding to help organizations save lives by reaching people faster and to advance justice and equity. Combining the capabilities of our platform and the expertise of Dutonians, we work with partners to solve complex social and environmental challenges that help move people from risk to thriving. 

In 2021, PagerDuty.org provided a total of $804,000 in platform discounts and donations to qualifying nonprofit organizations and B Corps through Impact Pricing. Here are just some of the organizations that we supported.

• Trek Medics improves emergency response for at-risk and vulnerable populations through innovative mobile phone technologies. It uses PagerDuty to support its Beacon communications platform, through which responders are alerted and coordinated in response to emergencies. 
• The Trevor Project is a nonprofit organization focused on suicide prevention efforts among lesbian, gay, bisexual, transgender, queer, and questioning youth. It uses PagerDuty to keep its suicide hotline and text services available and ready 24/7.
• Democracy Works helps Americans vote no matter what, by providing the tools and support needed to confidently participate in elections. It uses PagerDuty to keep its voter engagement platform, TurboVote, and its data tool, Voting Information Project (VIP), running around the clock.

You can learn more about our social impact work in our 2021 Impact Report, and key social and ESG outcomes here. 

Driving Positive Change Through 2022 and Beyond 

In concert with our improved Impact Pricing offering, we’re creating new programs to provide enhanced support to our nonprofit customers and PagerDuty.org grant partners. This includes “Health Check” services for our nonprofit customers that we are currently piloting. PagerDuty employees (Dutonians) provide pro bono expertise to nonprofit customers to ensure they are fully benefiting from the PagerDuty platform’s features and benefits. Health Checks will help nonprofit organizations ensure they have a solid foundation in place should they wish to extend the use of the PagerDuty real-time operations platform to other departments, teams, and use cases.

We’re also working with PagerDuty’s Services, Support, and Education teams to create new offerings for nonprofit users to help them adopt proven practices and drive better outcomes for their real-time digital operations. For more information, please contact support@pagerduty.com.

From time-critical health to civic engagement to reducing environmental impact, PagerDuty’s technology is the single most valuable asset we can bring to our nonprofit customers. We are committed to continuing to learn alongside our customers and partners to effectively apply our resources and expertise to create a responsive world where everyone has the freedom to thrive.

 To apply for Impact Pricing, visit: https://www.pagerduty.com/foundation-apply/. 

The post Helping More Non-Profit Organizations Leverage The Power Of PagerDuty through Impact Pricing appeared first on PagerDuty.

Today, I am delighted to launch PagerDuty’s 2021 Impact Report. 

Here’s the question we’re interested in: Is this world better off because PagerDuty is in it? We move in this direction by adopting a social impact mindset that asks us to examine and account for the way our actions, individually and jointly, impact the world around us. 

PagerDuty’s 2021 Impact Report describes the influence we had in 2021 through our social impact arm, PagerDuty.org, and in partnership with our customers, community partners, and Dutonians. This year’s report contains our inaugural environmental, social and governance (ESG) disclosures along with an expanded description of our social performance. The report is vital in ensuring we continue to be accountable to our stakeholders and communities, and transparent about how we measure and adapt our impact on the world.

Read the full PagerDuty Social Impact Report 2021, published here today.

Last year, our work was completed in the midst of the pandemic, deepening political schisms, and the acute need for greater racial justice. This year, the backdrop feels just as tumultuous. Collectively, we face many unknowns—from the climate crisis to global conflicts to increasing inequity. Yet I also know that when we join forces, we have far more power to engender greater justice, freedom, and health for all. 

How We Approach our Social Impact Work to Accelerate Change 

I am proud of the projects that we’ve supported, how we’ve helped nonprofit organizations and B Corps to achieve their missions, and how Dutonians have given back generously to their communities. These outcomes are led by three clear principles that guide our work and our partnerships. Because we’ve seen first-hand that how one makes an impact is as important as the impact itself. Here are the highlights.

1. We provide full-spectrum support. We mobilize company assets across our product, people, voice, and philanthropic funding, and tailor this support in the way that best serves our partners’ goals.
   • $1.87m in funding deployed to 668 organizations globally.
   • 75% of 2021 grantee organizations led by women and/or leaders of color.
   • 23,300 people received COVID-19 vaccine doses (via our investment in the Go Give One) campaign.
2. We practice trust-based and equitable grantmaking. A core operating principle is a trust-based, participatory approach to philanthropy.
   • We made investments to reduce health inequities and support equitable COVID-19 vaccine access, piloted grants in environmental justice, and launched the Employee Resource Group (ERG) Grantmaking Program.
   • Our grants are provided as unrestricted funding and we made our first multi-year grants, allowing organizations to innovate and make longer term program investments. 
   • We trust local leaders to apply resources where, and when, they are most needed because they hold insights into the issues, climate, and culture.
3. We cultivate an impact mindset. We examine how our actions, individually and collectively, affect the world around us. We empower every Dutonian to create this impact as a part of their core role.
   • 92% of Dutonians volunteered or donated to a cause.
   • 5,232 hours volunteered by Dutonians; an 83% increase compared to 2020.
   • 90% of Dutonians say the company’s social impact work makes them proud to work here.

In the full report, you can read in detail how some of our nonprofit customers have leveraged the PagerDuty platform to advance their work. This includes SIRUM, which is using PagerDuty to facilitate the distribution of unused prescribed medication in the United States. And WeRobotics, which is using PagerDuty to support incident response for drone field and operations support for COVID-19 vaccine delivery in Tawi-Tawi in the Philippines.

An ESG Roadmap to Guide our Company, and Contributions to Society and the Environment 

Formalizing and integrating ESG into our daily operations is critical to our resilience as a company, and aligned with our vision to contribute to an equitable and sustainable world. Our ESG program is a natural evolution of our social impact work. PagerDuty’s existing programs contribute to progress against 11 of the 17 United Nation Sustainable Development Goals (SDGs). We’re making investments to advance these outcomes and to further align ESG within PagerDuty. In 2021, we identified material priorities, developed an ESG roadmap, assigned accountability, and targeted initial investments. In addition, we set benchmarks that we’ll use to measure our progress, including:

• Achieved gender pay equity within $0.01
• Achieved race/ethnicity pay equity within $0.02
• Built a diverse Board of Directors: 50% women and 75% underrepresented minorities
• Completed first Materiality Assessment to guide our ESG priorities
• Completed two years of Greenhouse Gas Inventories

The full report has more detail on our ESG programs—including our Inclusive Hiring Program, our Inclusion, Diversity and Equity (ID&E) goals, and how we assess and reduce our environmental impact. 

What’s Ahead for 2022

While we’ve launched new programs to deliver greater value to our nonprofit customers, and built on early investments and learnings in Time-Critical Health and racial equity, we know there is more work to be done to create healthier and more equitable communities. 

In 2022, we will continue to put social impact at the core of PagerDuty’s business, including how PagerDuty’s technology can help customers cure delays in healthcare and reduce environmental impact, and how our social justice investments can most effectively eliminate systemic discrimination. We will launch Impact Labs, a new program that inverts our current model, and provides more than $1M in funding, product credits, and technical volunteer support for Time-Critical Health partners. We are also introducing new Impact Pricing to reduce cost barriers and enable nonprofits and certified B Corporations to expand their use of the PagerDuty platform. And we’re building a multi-dimensional Just & Equitable Communities strategy to guide long term investments in Climate Justice. We will continue to advance and report on our ESG priorities and progress.

These last few years have been a continuous beat of unknowns and of everyday resilience. Drawing inspiration from our partners, customers, and the communities we work in, we remain optimists. We will continue to work toward more justice, freedom, and health for all, as we move towards our vision of a responsive world where everyone has the freedom to thrive.

Read the full PagerDuty Social Impact Report 2021 here: https://impact-report.pagerduty.com/ 

To find out more about PagerDuty.org and our Impact Pricing for nonprofits and social enterprises, visit: https://www.pagerduty.com/foundation/.

The post PagerDuty’s 2021 Impact Report: Highlights the Full Power of Cultivating an Impact Mindset appeared first on PagerDuty.

Automation is a big topic this year. Teams work in environments that just keep getting more complex, so deploying automation into your response processes can help manage all the bits and pieces that need to get done—and get done fast. Rundeck joined PagerDuty last year, and this year we got to see some great content about automation at Summit. Plug Rundeck into your PagerDuty account to not just identify urgent work, but to get it done—automatically, safely, and only interrupting responders when it’s absolutely necessary.

Here are four on-demand sessions on automation that I’d recommend you check out.

Customer Use Cases

David Morse, a Principle Site Reliability Engineer at Parsons, joins Arturo Suarez Martin of Rundeck for “Adventures in Operational Automation.” Parsons has been around for 75 years and is pivoting to more digitally centered projects. David and his team provide tools to other developers to make them more efficient.

Automation is a big part of their projects, but they started by focusing on automating small pieces that could save time and linking those pieces together into bigger processes. Their successes with automation created interest across Parsons, and more teams got excited to adopt automation.

Ali Soheili and Andrea Valenti from Trimble present “How PagerDuty & Rundeck Drives Operational Maturity.” Ali is a Senior DevOps Engineering Lead, and Andrea is the Director of Cloud Engineering and Infrastructure. They shared Trimble’s story of a multi-layer organizational transformation to consolidate requirements across many teams into a single cloud team. They found benefits such as lengthening the duration of their on-call rotations, avoiding burnout, and reusing work across their projects.

Trimble uses Rundeck to help automate business processes like provisioning infrastructure, creating data sandboxes, and copying data from development to production for developers. They reduced the time it takes for these tasks to be completed from days to minutes, freeing up time for the SREs and helping developers to work more efficiently.

Rundeck also helps Trimble manage their incidents automatically instead of alerting human responders. Check out Ali and Andrea’s talk for all of the details, as well as a demo of one of their self-healing jobs using Rundeck.

PagerDuty Talk You Missed

Are you part of a “you build it, you run it” organization? Check out this session featuring Jake Cohen, “Adopting and Maturing to Service Ownership with PagerDuty and Rundeck” for a look at how teams can operate at a fast pace and at scale—while still maintaining valid and safe service ownership.

If you’re already using Rundeck, don’t miss out on the new features available in Rundeck 3.4, including enhancements to the security and compliance features and a slick new UI. Forrest Evans takes you through all of the details in “What’s New In Rundeck 3.4.” Additionally, don’t miss your opportunity to take a look at the new Rundeck content!

Also, we announced PagerDuty Runbook Actions. This integrated runbook automation for your PagerDuty account will give your teams the ability to incorporate more powerful automation into response workflows. Are you already a PagerDuty user and want to be in on the early access program for Runbook Actions? Runbook Actions will be generally available later this year. You can sign up for early access at https://www.pagerduty.com/whats-new/.

Catch Summit 2021 On Demand Until July 25th

Visit https://www.pagerduty.com/events/summit-2021/ for free access to the Summit recordings on demand until July 25th.

Note that you will need to create an account on this portal since it is not tied to your PagerDuty account. If this is your first time visiting the PDU portal, please click on the ‘Sign Up’ tab and create an account, using the access code pdusummit21.

If you have questions or just want to chat with us, join us in the PagerDuty Community at https://community.pagerduty.com. There you’ll have access to challenges to earn points for swag, and you’ll be the first to know about new features and events from PagerDuty and Rundeck.

The post 4 Automation Talks To Watch from Summit 2021 appeared first on PagerDuty.

Every June during Pride, I take a train into the city, and spill out into the midsummer heat of downtown San Francisco with hundreds of others, a cacophony of rainbows, music, humanity, and a whole bunch of glitter. This month is our time, a group hug for our community and allies coming together, celebrating authenticity and connection, providing comfort, solace, and belonging.

At PagerDuty, we take our Pride events seriously. The annual June 1 change of the PagerDuty logo to a brilliant rainbow has always signaled to me and to my peers that our voices and identities are equally as welcome in this company as anyone else’s. #BringYourself is one of our company values, and this is just one way that I see that value demonstrated.

I’ve been a co-lead of RainbowDuty, our LGBTQ2IA+ ERG (employee resource group) for several years as a +1 to my ‘day job’ of heading up our customer support team, and have always found delight in planning celebratory and inclusive events for our colleagues across our global offices. Every year, we would gather together as a company for panel discussions, for volunteer events, for movie screenings, and for happy hours. We would celebrate, learn, and take action on office couches and in conference rooms.

2020 changed everything. Many of the events we’d previously anchored our celebration and momentum on were built on bringing people together in-person. What would that excitement and connection look like in a world gone entirely virtual? With everyone already under increased pressure from the challenges of remote work and sheltering in place, we had to figure out a way to celebrate Pride that avoided burning people out while lifting up the community. Jennifer Tejada, PagerDuty’s CEO, was holding informal AMAs for employees at the time and asked me in one of these sessions how I and RainbowDuty were holding up during Pride planning. I replied with extreme honesty: I personally wasn’t holding up well. I didn’t feel celebratory. I was focused on showing up in allyship for my black and brown peers, and couldn’t muster the energy to ‘celebrate’ when others were unable to find a shield for the daily assault on their rights or the ever-present reminders that systemic racism could change any one of their worlds at any moment.

I knew that my anger, sadness, and exhaustion as a white person wouldn’t help, so instead I channeled that into our next Pride planning meeting. On a personal level, I looked for ways to uplift Array, our Black + Latinx ERG, such as raising my hand to help facilitate an allyship workshop. Within RainbowDuty, we talked about how we could center intersectionality in our programming.

The most important thing is that we followed through on that intention by co-hosting events with other PagerDuty ERGs, putting intentional thought into the organizations chosen for our give-back efforts, and practicing “take space, make space,” which meant taking space to still highlight Pride while also intentionally making space to highlight Juneteenth and PagerDuty’s resulting Days for Change initiative, which you can read more about in my colleague Adam’s post.

Through planning these events with this focus, my energy came back. The virtual aspect started to seem like less of a barrier with this renewed sense of purpose. We hosted a panel discussion for Dutonians titled “How We Got Here, and How We Move Forward.” As the moderator, I shared several slides to educate attendees on the history of Pride through riots and policy, on the Black, Latinx, and trans people at the heart of Stonewall and other pivotal moments in our history, and how these are still the members of our community who need the most support. Our panelists spoke of their connection to that history and their hopes for what we would do to move forward.

We’ll be highlighting this focus going forward, indefinitely. Pride is a celebration, but taking action to ensure the equity, safety, and security of the full community is equally important to the definition of Pride. Like allyship, this effort is continuous rather than one-and-done.

This year we pushed harder to ensure our continuous effort. We took our template from last year and upleveled it for the biggest, loudest Pride PagerDuty has ever seen, and entirely virtual to boot. We highlighted resources for Dutonians to learn more about the history and current events, showing why intersectionality matters and where advocacy is needed. We reignited our matching donation campaigns, and organized a group to volunteer with the SF AIDS Foundation, one of our long-standing partners. We invited Dutonians to be included in a spotlight on our social media pages as well as internally to bring visibility to the broad spectrum of amazing people who make up RainbowDuty. We kept the fun stuff because we need that, too! Trivia, a team bake-along, and color-of-the-day collages progressing through the rainbow are just a few of the highlights from our Pride celebrations.

We didn’t stop with internal events. Since our annual user conference, PagerDuty Summit, was scheduled during Pride Week this year, we took the unique opportunity to tie in our Pride programming and showcase our community and our support front and center. I spoke in a fireside chat with Corey Rawdon from Okta on finding our identities and building community at work based on our experiences building ERGs at our respective companies. RainbowDuty’s executive sponsor, CFO Howard Wilson, hosted an inspiring discussion with Gail Frederick of Salesforce and Peter Arvai of Prezi on building and maintaining an inclusive culture with commitment from all levels of an organization. These topics were also aligned to networking opportunities for attendees through our breakout sessions. If you registered for Summit this year and didn’t catch one of these sessions, I recommend checking out the on-demand recordings.

I am personally clawing at the walls, ready for the day when I can celebrate Pride again in person. However, seeing what we could do virtually for two consecutive years inspires me to imagine what a blended in-person and virtual Pride might look like, and we’re committed to continuing to strengthen the connections we’ve built through our remote circumstances. Our events pre-2020 had sometimes felt siloed at the local office level, and it’s exciting to have a blueprint to avoid that feeling going forward.

The support of our community, the other ERG leads, our CFO as executive sponsor for RainbowDuty, and our CEO has made a world of difference as we’ve found our footing and created space to celebrate together in the face of everything else happening in the world. It’s incredibly clear within PagerDuty that this work is crucial and worth spending our time on, not just alongside, but as part of running the business. I’m so proud of what we’ve done, and so excited to see how we’ll keep getting better next year and beyond.

• San Francisco AIDS Foundation
• Lost N Found Youth
• Galop
• ACON
• Casey House

The post Pride at PagerDuty: How Our Community & Allies Adapt, Expand, and Thrive Under Pressure appeared first on PagerDuty.

DevSecOps does for development, operations, and security what DevOps did for development and operations: it is a cultural practice—with technological support—that streamlines the work of these teams so they can work together. Similar to DevOps, part of the DevSecOps cultural transformation is developing empathy for each other through understanding the different requirements of each team.

The What And How Of DevSecOps

DevSecOps does not remove the security team, or the need for security as a discipline (unless you want to learn how to do your own penetration tests, amongst other things, without their help or guidance—which I do not recommend). This is similar to how DevOps did not eliminate the need for operations—it changed how operations and development teams worked together.

DevSecOps is a little different from DevOps for how that takes place. As a refresher, the DevOps model looks like this:

In the above workflow, you can see that development and operations are still separate, just no longer siloed. The DevSecOps model looks like this:

As you can see, security is integrated into every aspect of the DevOps cycle—it is not separated like development and operations.

The way this is done is by doing something called “shifting left,” (i.e. bringing security earlier and earlier into the cycle, starting with the design/build phase). There are different testing and other activities that need to be done at each stage. For example, when considering security at the code phase, security will need to take part in code reviews, as well as running tests like a SAST (static application security test) and/or a SCA (software composition analysis). Finding issues here means they are fixed here—before building, testing, and so forth. The same is true for every phase: the earlier a security vulnerability is found, the less expensive, in terms of time and expertise, it is to fix.

Establish Cross Functional Empathy

A lot of security specialists do not have experience running services in production. Likewise, a lot of developers and operations specialists do not have experience in security. In order to bridge these gaps, it is important to “walk a mile in each other’s shoes.”

For security, this means owning a service in production. Notice that it is important that the team is taking ownership of the full life cycle of that service—they aren’t merely doing a single deploy. Security must work with development and operations to determine which service is a good fit, not only in terms of what is needed to run and maintain it, but also what makes sense for the business. As a quick example, if there are any security related services, it would make sense for security to take ownership of that service.

For more more information about how to own a service, please refer to our Full Service Ownership Ops Guide.

For development and operations, they need to do exercises that improve their security awareness and posture overall. One way to do this is to take part in the threat modeling exercises at the design phase for various features and releases. Threat modeling is when teams work together to determine the security implications of new or changed software, services, or environments. For example, if a change is made to the network design, then that new design would need to be threat modeled so that it can be secured properly.

Create a Culture of Collaboration

It is important to work with the human mind, not against it. We are a curious species, and we like to be engaged and interact. We are also a species with a strong negativity bias. Let’s consider what having these together can mean in terms of learning. Right now, while reading this sentence of this paragraph, take a moment and think of some of the most memorable content you’ve come across, or a particularly memorable lesson.

What was memorable about it? Was it a positive experience? Were you able to apply what you learned later in a way that helped yourself or others? Was it just plain interesting? Or perhaps it was a criticism. When you think of that criticism, do you remember more strongly what was communicated or how it was communicated?

Now that you are primed and ready, I’m going to reiterate something that I also included in our DevSecOps ops guide: here at PagerDuty, we have a policy not to trick staff, ever. A well known example is when companies send phishing emails to employees and require security training if the emails are opened and/or any links inside of them are clicked. The goal of this exercise is typically stated as demonstrating that real phishing attacks can and will be both well designed and harmful, but if we think about how humans learn, is this the lesson being taught?

The main goal of security—in terms of education—is to improve the overall awareness of staff for ways that security may be breached. Another goal is to be present to remedy any incidents that do arise; but in order to do that, the team must earn enough trust that staff will feel psychologically safe enough to report incidents.

To take a different approach: use security training as an opportunity to create and maintain both interest and trust. Providing customizing security training allows you to leverage your team to curate content around areas where your organization is weaker and be more general in areas where your organization is strong. It also allows you to really engage with staff—do something to grab their attention. Maybe demo a cross site scripting attack or show how to pick a lock, and tie the latter into concepts you’re trying to convey in the training.

Since customizing training completely from scratch is a huge undertaking, please feel free to use ours. Our training materials are open source under the Apache License, so please feel free to use and repurpose to suit the needs of your organization.

Check Out Our New Ops Guide

To learn more about what I’ve written here, please check out our new DevSecOps Guide! Our Ops Guides are continually updated and this guide is no exception. So if you’d like to contribute, please feel free to reach out or submit a pull request on GitHub. If you’d like to chat about DevSecOps, please also feel free to post in our Community Forums or reach out to me directly on Twitter, I’d love to hear from you!

The post The DevSecOps Cultural Transformation appeared first on PagerDuty.

When we originally launched the community in 2017, we envisioned an online forum where developers, engineers, and other end-users could go to get assistance from and share feedback directly with our internal Support and Product teams. Over time, the scope expanded to include discussion around best practices and processes for DevOps, SRE, on-call implementation, blameless postmortems, and more. Many teams and individuals at PagerDuty joined in the conversations alongside a great network of users, building the active, responsive online community we’ve become known for.

As the community grew, we began to recognize the platform needed an upgrade to accommodate the increasing membership numbers and provide a better, more interactive virtual space for our everyone to gather. Our team knew it would be a massive undertaking, so we hired a dedicated Program Manager, Alexa Alley, and got to work.

The new vision for our online community is focused on you, our community members, and every change has been made to better serve you. We set out to make our new forum a welcome and inclusive space that is fun, engaging, and informative—and I think we have achieved that vision.

While this project was not sparked by any specific event, we are thankful that the launch has lined up with this challenging time to allow us to better serve our community when you need it most. We are excited to share what’s new and how you can utilize the platform now to help combat your quarantine blues.

This New Forum Was Built to…

Recognize Members for Their Contributions

The PagerDuty User Community has always been at the core of our success. The direct interaction with and feedback from you help us continually improve our products and ensure that we are serving your needs. Many members have also done amazing things with and on top of our platform. We think it’s time to recognize and reward those contributions. The upgraded forum awards coins for posting and commenting, completing challenges, finishing learning paths, and other actions on the platform. These coins can be converted into PagerDuty swag—a small way for us to say “thank you” to our community members for all you do.

Connect and Network With Like-Minded Individuals

With so many people working remotely, many of us are missing interactions with coworkers in the office or peers at conferences and meetups. The new PagerDuty forum makes virtual interaction fun and comfortable. From casual water-cooler chat to troubleshooting support, our community forum can help you feel more connected and supported even when you’re on your own.

Help You Advance Your Organizational Practices and Technical Knowledge

Maintain your professional development even when you can’t be in a classroom. We have teamed up with PagerDuty University to provide educational materials and courses for our community members. On the forum, we have organized these into easy-to-follow learning paths to help you uplevel your skills and knowledge. Completion of these paths also help you earn coins and raise your spot in the leaderboards!

Hear Our Users’ Feedback

PagerDuty strives for continuous improvement and we rely on our community to help tell us how we can be better. Much of this feedback comes to us when we chat with you in the booth at in-person events. In lieu of those opportunities, we have made it easier (and more rewarding) than ever to provide feedback on feature ideas, integrations, add-ons, issues, and more.

Our online community also gives you access to the Developer Forum, a central gathering place for developers to share what they’re working on, post questions they have, or find information on developer tools that are available. Whether you’re working on a custom integration, extension, or an internal tool built specifically for your own team, the Developer Forum is a great place to share your project or things you learned. The forum is also actively monitored by the PagerDuty Support team to ensure that your questions are seen and heard.

Other Ways to Connect With Our Community

Another way we are pivoting to serve our community is by launching a series of virtual events by developers for developers with informative talks, best practices, networking, and peer-to-peer engagement. We’d love for you to join us for our first event, PagerDuty Connect Virtual, on May 21 at 9 a.m. PDT! Our Developer Advocates, along with other community leaders from Elastic, Gremlin, HackerOne, and Zendesk will be sharing ways community has impacted their technology and how their communities are helping to bring technical success in challenging times.

We hope you enjoy the changes made to the community forums. If you haven’t signed up for an account yet, hop on over to community.pagerduty.com and join us! In just a couple of minutes you’ll have access to the features above and more.

Stay safe and stay well. We’ll see you on the Internet!

The post We’ve Upgraded Our Online Community—Come Check It Out! appeared first on PagerDuty.

Introducing “Page It To The Limit,” a new podcast by the Community team here at PagerDuty that discusses what it means to operate software in production. In each episode, we cover the leading practices used in the software industry to improve both system reliability and the lives of the people responsible for supporting it.

Join our hosts every few weeks as they discuss topics important to the software industry. The general format will include interviews with knowledgeable guests from the industry, while some episodes will include a group conversation with some—or even all—of the PagerDuty Advocates.

We start the series off getting to know each of the hosts and talking about a few of the things on their minds. The conversations from this episode will help shape the tone and expectation of future episodes. We might even share a few bits of the podcast’s origin story—like what’s with the name Page It To The Limit?

The other episodes you can look out for will cover a variety of software-related topics, with tips and learnings from a crew of guests with a wealth of expertise. Honeycomb CEO and Co-founder Christine Yen will talk about Observability with Matt Stratton while Bruce Wong is going to discuss why it’s a good idea to purposefully introduce failure into our processes so we can learn. And finally, Google’s Yuri Grinshteyn will share his insight on producing smart alerts that are more actionable, and thus more valuable, to your teams.

There may even be episodes highlighting some of the development tools needed for engineers these days, such as HashiCorp’s Terraform—which allows infrastructure to be declaratively defined through code.

Each episode is slated to be around 30 minutes so you can easily consume the information and not get overloaded. We encourage feedback and hope you’ll let us know what topics you would like to hear about. Each episode will include show notes, which you can find on pageittothelimit.com, as well as a dedicated thread on the PagerDuty Community forum that will allow you to easily discuss the topics with other listeners and the advocacy team.

So what are you waiting for? Check out the podcast (and subscribe to it!) at pageittothelimit.com.

The post Page It To The Limit Podcast appeared first on PagerDuty.