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Video AMA: Humane On-Call with Jeff Smith

March 14, 2018, 10:09 am
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@mattstratton wrote:

After the great success of our last video AMA, we are happy to announce that for March our guest will be Jeff Smith!

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Jeff has been in the technology industry for over 15 years, oscillating between management and individual contributor. Jeff currently serves as the Manager of Production Operations for Centro, a media services, and technology company headquartered in Chicago, Illinois. Before that, he served as the Manager of Site Reliability Engineering at Grubhub.

Jeff is passionate about DevOps transformations in organizations large and small, with a particular interest in the psychological aspects of problems in companies. He lives in Chicago with his wife Stephanie and their two kids Ella and Xander.

How This Works

Post your questions to Jeff in this thread - we’ll collect them up and Jeff will answer them in a live-stream video at 8 AM PT on March 22, 2018. Questions should be posted no later than Tuesday, March 20. You can also tweet your questions for Jeff to us via our twitter handle, @devopseveryday. Please use the hashtag #pagerdutyama

In addition to your questions about post-mortems in general, we encourage you to interpret “AMA” as “Ask My Advice”!

Here are some example questions to get your creative juices flowing:

Tell Jeff about how you do on-call now, and get expert advice
Here are specific challenges we have with burnout for on-call folks - how do we do it better?
What can individual contributors do to help make on-call better for their colleagues?

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some alters triggeted by Icinga2 not been auto-reloved

March 16, 2018, 1:44 pm
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@wyao wrote:

Hi Eveyone,

I integrated our Icinga2 server with Pager Duty based on the integration document PD provided. Every thing works fine, until recently I found some alert cleared in icinga2 but still not auto resolved in PagerDuty. Any comment on what could be the possible issue?

Thanks,
Weiqi

Posts: 2

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Add HTML table via API

March 18, 2018, 3:28 am
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@mormor83 wrote:

we have created an integration using the API provided ( using python) with a system that does not have a native connector to PD.
in the API we would like to add an html table of data.
Can we do it via the API using the “details” in the JSON ?

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Customizing SMS text that is sent in a notification from PagerDuty

March 22, 2018, 10:49 am
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@AngelRivera wrote:

Hello:
I read the section “SMS Notifications” from:


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It describes that is included. So far, so good.
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I searched and searched, and I could not find a section that describes how to customize the SMS notification that is sent by the email integration from a PagerDuty service.
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In particular: my service uses email integration. The originating system has a ticket number which is NOT in the Subject line, but the ticket number is inside the body.
The SMS notification from the PagerDuty includes part of the Subject line of the original email, but it does not include the original ticket number.
We would like to customize this SMS notification to parse the body, find out the original ticket number and then tell the PagerDuty service to include the ticket number in the SMS notification.
.
Thanks!
Angel Rivera

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Priority set for Auto Generated incidents.

March 25, 2018, 9:40 pm
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@Rohan_Gupta wrote:

Rohan Gupta

Mar 25, 21:38 PDT

Hello,
I have integrated Stackdriver with PagerDuty to monitor GCP resources like GKE and Cloud SQL instances . The incidents do get triggered and we do receive the mail notification from PagerDuty.

Problem Statement :
I want to prioritise these auto generated incidents in High and Low priority category . How can we do that ?

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Feature request: sorting / filtering user list

March 27, 2018, 1:04 pm
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@jshort wrote:

We’re in the process of adding in about 50 stakeholder users, rendering the user management page rather unwieldy. I don’t see any way to sort by role or title, and the search dialog only searches on username and email. I realize pagination makes sorting problematic, but it would be a nontrivial quality of life improvement for us.

Posts: 2

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Feature Request: iOS Badge

April 2, 2018, 2:18 pm
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@chestermjr wrote:

Feature Request

I really wish PageDuty showed a Badge on the app icon. I would like the badge to display the number of open incidents assigned to me. I would imagine others may want the badge to display the number of triggered incidents, or “Any” incidents assigned to them. Ideally, the badge would be configurable.

Posts: 2

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About Account Deletion

April 2, 2018, 11:00 pm
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@SuSuLatt wrote:

I have a question about account deletion.
When trying to delete an account, some sort of Service / Escalation policy / incident
If you are tied, you could not delete them until you cancel them all.
Is there a workaround to delete something in bulk?
Delete all is difficult to manually, for example when a retiree comes out
Please let me know if there is any good way to do it.

Posts: 2

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Video AMA: Postmortems and More with J. Paul Reed

January 31, 2018, 9:17 am
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@mattstratton wrote:

For this round of PagerDuty AMA, our guest is our good friend J. Paul Reed!

on-stage

Paul has over fifteen years experience in the trenches as a build/release engineer, working with such storied companies as VMware, Mozilla, Postbox, Symantec, Salesforce, and Intuit.

In 2012, he founded Release Engineering Approaches, a consultancy incorporating a host of tools and techniques to help organizations “SimplyShip. Every time.” He’s worked across a number of industries, from financial services to cloud-based infrastructure to health care, with teams ranging from 2 to 2,500 on everything from tooling, operational analysis and improvement, cultural transformation, and business value optimization.

He speaks internationally on release engineering, DevOps, operational complexity, and human factors and is currently a Masters of Science candidate in Human Factors & Systems Safety at Lund University.

How This Works

Post your questions to Paul in this thread - we’ll collect them up and record a video of Paul’s answers, which will post online in late February. Questions should be posted no later than Wednesday, February 14.

In addition to your questions about post-mortems in general, we encourage you to interpret “AMA” as “Ask My Advice”!

Here are some example questions to get your creative juices flowing:

  • Tell Paul about how you do post-mortems now, and get expert advice
  • Here are specific challenges we have with post-mortems - how do we do it better?
  • What are some things you think about in the non-tech world that could be post-mortems?

Posts: 14

Participants: 6

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The Configuration Checklist for Managers

April 4, 2018, 5:03 pm
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@hailey wrote:

So you’re a Manager for your team and your job is to set up PagerDuty. Wondering where to start? Not to worry - we are here to help!

Step 1: Set up your user profile

Configure a phone number, SMS, email and device for push notifications, and manage how you want to be contacted for different types of incidents. With PagerDuty, you manage incidents your way so that you can get notified and take action on issues immediately, from any device, wherever you may be.

Step 2: Add your team to PagerDuty

Tip: Only the Account Owner and Global Admins have the ability to add/delete users

Step 3: Add your Users to an On-Call Schedule

PagerDuty On-Call Schedules aim to evenly distribute incident response responsibilities across your teams. It enforces accountability which in turn helps you improve the quality of the services you deliver as your organization scales.

Step 4: Add your On-Call Schedules to an Escalation Policy

Escalation Policies ensure that the business is safeguarded with the next line of defense and 24x7 coverage in the event that a designated on-call responder is unavailable, or does not respond within a designated time frame.

Step 5: Set up Services and Integrations

PagerDuty enables you to model your services as they actually exist within your infrastructure. You can drive more clarity and accountability by aligning services with component ownership so that the alerts your responders receive are not just from siloed tools.

Step 6: Test your configuration and trigger a test incident. Troubleshooting help? Contact support@pagerduty.com



To watch an overview, check out this video:

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Avoid being scheduled for Primary and Secondary, when Secondary list is a subset of Primary

April 6, 2018, 2:22 pm
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@Steven_Lumos wrote:

We have a Primary schedule with the entire team, and a Secondary schedule with a subset of the team, roughly based on experience.

The problem is that people in the Secondary group often end up scheduled for both Primary and Secondary, and we have to schedule overrides or try changing the order in an attempt to fix it.

Would like the ability to say, if a person is going to be scheduled as Primary and Secondary, schedule the next person from the Secondary list instead. Is that possible?

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Maintenance Window Permissions

April 6, 2018, 5:30 pm
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@PaulManning wrote:

I am trying to allow my responders the ability to self-manage the maintenance window settings. Currently that is an option for the Manager role. Is there a way to grant this permission to the responder?

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Creating a Service, only with SMS / EMAIL / PUSH and not phone call

April 7, 2018, 7:46 am
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@gastonl wrote:

Hi Everyone!

I am new to PagerDuty and I am having hard time to find a way to create a service with a lower priority by default, so it can use a different type of alerting, for instance if the service is not mission critical, I would like to get text notifications (email, sms or push) but without the phone call, but keep the phone call for services with higher priority or mission critical.

What would be the best / easiest way to achieve this?

Thanks

Gaston

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Adding Users to your Account

April 8, 2018, 7:11 pm
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Setting up your Teams in PagerDuty [For Managers]

April 8, 2018, 7:15 pm
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@hailey wrote:

The following video is geared towards Managers who are responsible for setting up their teams in PagerDuty

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Copying a Schedule to Make a Backup Schedule

April 8, 2018, 8:34 pm
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@hailey wrote:

In PagerDuty you can copy an existing schedule to create a secondary or backup schedule.

Video

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Creating a PagerDuty Service

April 8, 2018, 8:39 pm
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Export a list of Services, Escalation Policies or Users

April 9, 2018, 2:39 pm
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@ChrisGU wrote:

I want to export the information on the pages entitled “On Call Schedules on All Teams”, “Services on All Teams” and “Escalation Policies on All Teams” to one or more .csv file(s). I need to sort and filter the data. The web page context doesn’t provide enough flexibility.

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Modern Incident Response Capabilities Overview

April 10, 2018, 8:13 pm
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@hailey wrote:

Modern Incident Response is PagerDuty’s philosophy for quickly and accurately orchestrating the right response for any incident - whether that be routine operational issues, major incidents, or anything in between. Check out this 7 minute video to learn more!

Video

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Developing an extension similar to HipChat or Jira

April 10, 2018, 11:46 pm
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@mcan wrote:

Hello,

I would like to develop an extension for creating webhooks so the users can be notified if there is an incident or an incident has been resolved etc. I have read the documentations but as far as I can understand, all the operations on the API requires API keys, which are generated by users. But there are extensions like HipChat or Jira that have their own configuration pages in an iframe and don’t require users to input API keys, which is much more convenient. I assume that these extensions are using their own extension schemas and addons which are defined globally so the users don’t have to create them manually, but I couldn’t find any information regarding to these. I would be happy if you could inform me about the steps required for creating an extension similar to HipChat or Jira with their own globally defined schemas and addons.

Thank you

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