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Bad A-Type Record for Events API

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@BenMain wrote:

Is the 104.210.60.176 address producing problems for anyone else. That IP seems unreachable. events.pagerduty.com is round-robining at DNS, and that address is causing failures when we are trying to write failures to the Events API.

|events.gslb.pagerduty.com|IN|A|104.210.60.176|29s|(00:00:29)|
|events.gslb.pagerduty.com|IN|A|52.53.154.170|29s|(00:00:29)|
|events.gslb.pagerduty.com|IN|A|54.245.165.68|29s|(00:00:29)|
|events.gslb.pagerduty.com|IN|A|54.203.47.92|29s|(00:00:29)|
|events.gslb.pagerduty.com|IN|A|13.56.226.208|29s|(00:00:29)|

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Accessing JIRA Ticket Information

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@SeanPhelan wrote:

We recently implemented the JIRA Server extension to create JIRA tickets from PagerDuty incidents.

Do you know if it is possible to access the ticket information from the REST API (see screenshot)? We currently use the api to do some reporting and it would be great if we could get the ticket associated with the incident. I looked at the get incident and it doesnt appear to be available using this call.

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Linked account field via API

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@JustinGriffin wrote:

i’ve been trying to identify when a user has a Slack Account linked and if they do not to set it.
I did not see linked accounts in the user schema for v2 API.
Is this info found anywhere via the API?

Thanks,

Justin

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Responding to Incidents

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@hailey wrote:

If you haven’t configured your user profile yet, make sure to do so before real incidents start triggering! Once you have defined your contact methods and notification rules, you are ready to start receiving PagerDuty notifications.

When a monitoring tool detects an issue it will send an event to a PagerDuty service. PagerDuty receives this event and creates a PagerDuty notification. If you are on-call for this service, you will receive notifications via your preferred notification rules.

Acknowledge or Reassign

  • When you receive the notification, the first step is to acknowledge the incident if you are going to be taking ownership. This will assign the incident to you and stop it from escalating to the next person on-call.
  • If the incident belongs to another person or team, you can reassign to a different escalation policy (or user) which will restart the notification process to that team.
  • Note: If you do not acknowledge the incident by the escalation timeout period, the incident will automatically escalate to the next person on-call.

Assess Impact and Assign a Priority

  • Once the incident has been acknowledged, you need to determine actionable next steps as quickly as possible. You can assign a priority to an incident which defines the impact and provides more visibility into which incidents are most business critical by color coding them and moving them to the top of the incident dashboard view.

Coordinate a Response

  • Now that you’ve determined the priority, you may find you need assistance from other users or teams. To loop in additional help, you can Add Responders. A Responder is any individual who is directly involved with responding to and resolving an incident. When adding a responder, you will have the option to include a conference bridge number or video conferencing link.
  • If this is a critical or widespread issue, you may need to inform stakeholders. Stakeholders are often C-level executives concerned about the health of the company or a Support team interacting with customers during an outage. To notify these users or teams, you can subscribe them to an incident. Once subscribed to an incident, stakeholders can expect to receive all subsequent manual status updates on that incident.

Use an Automated Response Play for Common Issues or SEV-1 Outages

  • If you are involving the same response team frequently, or if you have a standard response process for all SEV-1s, a manager can create a Response Play. Response Plays let you create packages of incident actions that can be applied at any time to an incident with just a single button click, or that can be immediately applied to all new incidents created on a service. This enables you to take a complex activity, like assembling a response team of multiple on-calls and an incident commander, and make it available to anyone that needs to use it.

Resolve the Incident

  • Once you are confident that service has been fully restored, resolve the PagerDuty incident.

In Review

When an incident is assigned to you, you have the option to acknowledge the incident if you are taking ownership, or you can reassign if it belongs to another team. Once acknowledged, you can add responders if the incident requires a multi-team response, you can notify business stakeholders by adding them as subscribers, and ultimately, you will resolve the incident once service has been fully restored.

Mobile App

All of these actions can be taken directly in the mobile app so you do not have to log into the web app to respond to incidents. Check out this video: Responding to Incidents in the Mobile App

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Help - Integrating Freshservice to PagerDuty via workflow automations

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@tjaehnigen wrote:

I am able to use the normal Freshservice to PagerDuty integration and it is working - Great! (I am not a developer)

This allows me to decide what Freshservice tickets to go to PagerDuty to ONE PD Service and Escalation. Great!

But I have a more complex use case.

I currently have 4 Freshdesk instances that I want to merge down in to a single Freshservice instance. Through the Freshservice Workflow Automator, they have a feature that says ‘Trigger Webhook’ and gives you space to indicate the Request Type, the Callback URL, Authentication checkbox (to insert API key and/or Username/Password), Encoding types, and then it lets me choose various Freshservice fields to send over to Pagerduty.

What this would allow me to do, according to the Freshservice folks, is do things over in PagerDuty. The GOAL here is to trigger certain tickets for Big Customer A to go to a PagerDuty Service/Escalation (let’s call it Big Customer A Service in PD). Then, I want to trigger certain tickets for Big Customer B to go to a DIFFERENT PagerDuty Service/Escalation (call this one Big Customer B Service in PD). And so on.

How do I find out what the PagerDuty callback URL is for me (my instance of PagerDuty account I guess?).

Or, if I am just doing this wrong, I’d appreciate being pointed to the correct documentation link or existing solution to this problem. Remember - I want to do this in ONE Freshservice instance (to simplify my life (and reduce costs is bonus)).

Correct me if I am wrong, but if I just converted all 4 of my Freshdesk Instances to Freshservice, I could probably do this very easily by connecting each different Freshservice instance to the same PagerDuty account, right?

Thanks in advance for any help on this matter.

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Pagerduty free after rerunning completed normally

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@Xinwei_Wang wrote:

Hi,
We are using Pagerduty notification to alert Tidal job failures. Once the Tidal job failed, right now the job will rerun multiple times and probably completed successfully, and we want to mark the alerts/notifications as resolved on Pagerduty to avoid manually re-check Tidal jobs.

The steps might be as below:
Scan pager duty incidents, for each incident:

  1. get tidal job name
  2. check if the job already succeeded for the indident date
  3. resolve the incident if the job succeeded

I’m wondering how should we enable this functionality? Or what’s the solution for this?
Can you please give me some instructions?

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ServiceNow sending double emails since PD integration

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@limedzeze wrote:

Ever since we integrated PD and ServiceNow, we now receive two identical notifications out of SN for Pri 1 and Pri 2 incidents. For assignment groups that did not get integrated with PD, it’s even worse. Every communication on a Pri 1/2 incident gets a double notification, and we are certain it’s caused by the PD integration. Has anyone else run into this?

Thanks
Liam Barksdale

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Android 8.1, PagerDuty app version 5.22 -- do not disturb still allows for sounds

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@Ari_Miller wrote:

I’ve deliberately configured pager duty not to punch through my do not disturb settings.
However, within the last 3 days, on “Priority Only”, pager duty pushes to the app are still making normal sounds.
On Alarm only, I get a small beep on the notification.
Other notifications are not exhibiting similar behavior.

I have not authorized Pager Duty to override my do not disturb settings (confirmed this in the android settings).

I suspect this is related to the Android 8.1 upgrade, but also the app version 5.22 upgrade. It’s obviously an android bug since Pager Duty app shouldn’t be able to punch through do not disturb without authorization, but it might also be due to a bug that is impacted by the app upgrade. Has anyone else experienced similar, or found a work around? I’ve disabled app pushes for the time being to avoid this (relying on text messages instead).

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Alarms API Endpoint

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@dannycodes wrote:

Hello,

I am making a request against the incidents/{id}/alarms endpoint. Sadly, I get this error code: {“error”:{“message”:“Not Found”,“code”:2100}}

The incidents/{id} returns to me the appropriate incident, and it includes in it a block
“alert_counts”: {
“all”: 1,
“triggered”: 0,
“resolved”: 1
},

THe UI also indicates that an alert exists.

Am I missing something here? it seems like I don’t understand alarms: I would have expected to get back an array of length 1 with the alarm of interest in it when making the incidents/{id}/alarms request.

However, I just get back that 2100 not found error.

Guidance here would be appreciated. If it helps I am on the BASIC plan.

THanks,
Daniel

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Alert Body

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@dannycodes wrote:

Hello,

is there a way to get alert bodies via the API?
When I query the api for incidents/{incident-id}/alerts/{alert-id} I get back JSON with a body key, like so:

"body": {
      "contexts": [],
      "details": {},
      "cef_details": null,
      "type": "alert_body"
    },

Notice that there is no information here. However the alert itself came from an email and has a rich text body. Is there a way to lift that information via the API?

Thanks,
Daniel

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Nagios to pagerduty integration issue

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@amukarpe wrote:

Hi all,

I have implemented nagios to pagerduty with standard practice using *https://www.pagerduty.com/docs/guides/nagios-integration-guide/

When an alert is been triggered in nagios it does not send a notification to pagerduty, but when I manually trigger the alert through nagios to pagerduty using “pd-send” command pagerduty receives the alert.

So the query is why it is not been working for automated nagios alerts.

Thanks
Amol

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Need help in configuring Zendesk-PagerDuty two-way integration

Email integration regex only works if email is forwarded

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@AnthonyDrewery wrote:

I have some odd behaviour with our email integration. It is set to accept all incoming email. I have the following regex to trigger an alert: /Requests Affected: (\d*)[6-9]\d/

An example string from the body of the email that would trigger is: “Requests Affected: 71.00% (115/162)”

If the email is received directly from the source system the regex won’t trigger. If I forward the email from my account it will. Is there a log where I can see why the email doesn’t trigger when sent direct?

I know that PD receives the email as I can set the service to create a generic alert of the rules aren’t matched.

TIA.

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Need help! ServiceNow user authentication test failed (400)

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@yongesale wrote:

I used a free trail Pageduty and Servicenow Dev instance. After I create a new account in ServiceNow for the PagerDuty with itil , rest_service, x_pd_integration.admin role. and set “ServiceNow user for authentication” and “ServiceNow user password for authentication” fields properties in sevicenow’s pagerduty property menu.
After I clicked ‘Test ServiceNow User Authentication’ menu, show result ‘ServiceNow user authentication test failed (400)’.
Help!!
thanks a lot,
Jerry

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Analytics for low-priority incidents

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@JamesJuran wrote:

Is there a way to get a graph of the count of low-priority incidents over time? I’d love to see exactly what’s on the “System Report” today but (optionally) for low-priority incidents.

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Events API v2 resolve by incident_key

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@StephenCleary wrote:

I don’t see any examples or documentation on how to use the events API with an event_action of resolve. The v2 events API reference docs are actually for the v1 API: https://v2.developer.pagerduty.com/v2/page/events-api-reference

In my particular case, I’m triggering successfully, and then retrieving the incident from the REST API, so I have an incident_key. With events API v1, I could use that to resolve, but I don’t see how to do that with v2. Adding incident_key to the root object does not seem to work; I get a 400 Bad Request.

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Postmortem Automatic Notifications

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@Rackerland wrote:

Is there a way to “subscribe” to Postmortems in Pager Duty? In example, when a Postmortem is marked closed, can the report (or a link to the report) be emailed to a specific group?

We’re manually e-mailing the PDFs to management and stakeholders after completing a Postmortem, but we would like to do so automatically if possible.

Any other suggestions would also be appreciated. Thank you!

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Efficient REST API calls in Python via persistent HTTP connections

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@demitri wrote:

Intro

Did you know that the PagerDuty REST API supports HTTP connection reuse? This allows you to make your API calls more efficiently and with less network traffic. Without it, each of the following operations would have to be performed as often as once for each API call:

  1. (If DNS caching isn’t used) make a DNS request to resolve api.pagerduty.com
  2. Establish a TCP connection
  3. Perform a TLS handshake

Each of these prerequisite steps require round-trip network communication and take additional time. Thus, without connection reuse, network latency much more greatly affects the performance of your API calls.

However, by setting the header Connection: keep-alive and using the same network socket for subsequent HTTP requests, the client can avoid going through all the initiation steps in connecting to the REST API in each API call.

Testing your Python code for connection reuse

If you are using Requests, you can check to see if your Python code is properly leveraging the library’s connection-reuse abilities by examining info-level log messages from the underlying urllib3 library. The following code will enable info logging to STDERR and provide such visibility:

import logging
logger = logging.getLogger()
logger.setLevel(logging.INFO)
logger.addHandler(logging.StreamHandler())
# API calls here

Among output, you should see only once for multiple API calls a message that reads:

INFO:requests.packages.urllib3.connectionpool:Starting new HTTPS connection (1): api.pagerduty.com

Python REST API sessions with automatic connection reuse

Not long ago, we found out that our internal Python-based REST API tools did not reuse connections when making multiple API requests. This had some unfortunate consequences: our scripts for bulk operations were quite slow. Moreover, one time we ran a lot of operations in parallel on a single host, and all threads halted with urllib3.ConnectionError exceptions that indicated an error attempting to resolve the host api.pagerduty.com. Apparently, we had reached the DNS resolver’s rate limit before hitting the PagerDuty REST API rate limit!

To address this issue and eliminate code duplication in our tooling, we created pdpyras, a dead-simple REST API client based on requests.Session. It provides a convenient interface for making basic HTTP requests to the REST API, while enforcing connection reuse.

For more information on this module and how to install and use it, see:

https://pagerduty.github.io/pdpyras

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Feature Request: Image in Slack "triggered" message

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@sapien wrote:

Hi,

I’m currently in the process of migrating the alerts in my company (Wix.com) to PagerDuty. Given that our developers are used to having the “violation” image and a link to the violation system as part of the alert Slack message, I need to meet these requirements. The lack of this, seemingly, basic functionality actually raises a blocker for this migration and a question as to whether PagerDuty is the right choice to begin with.

Of course, I can develop my own Slack integration and attach these images, but having to maintain this Slackbot defeats the purpose of using PagerDuty for alerts routing.

As a rule of thumb, every monitoring system sends an image representing the alert “violation” chart. Why not embed this image with the “Incident Triggered” slack message?

Can you guys provide an explanation for the absence of this simple functionality? Or at the very least, an option to enrich these messages on our own?

Best regards,
Dima

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Sending incident directly to user

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@joenap wrote:

Hey ya’ll!

I’m curious if incidents can be sent directly to users without creating an escalation policy? Our use-case is that for some alerts, while actionable, are so low-priority that we’d like to send the alert directly to an individual owner. From the “Create new service” dialog, it seems that I can only attach the service to an escalation policy. I’d strongly prefer not to ask my users to create individual escalation policies, which would pollute the namespace.

Is there something I’m not seeing? Please advise, and thanks in advance!

All the best,
Joe Nap

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