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How to track incident lifecycle seamlessly through PagerDuty Slack integration

Improve your incident management process with PagerDuty and Slack integration. Learn how to track end-to-end incident lifecycle, streamline communication, and enhance collaboration between incident responders, stakeholders, and customers.

The incident management process mainly consists of three steps: identification, analysis, and resolution. Each step of the incident management process requires extensive communication between incident responders, internal stakeholders, and customers. Using Slack as your digital HQ, you can efficiently communicate and collaborate with your team. Actioner integrates Slack's capabilities into incident response and streamlines the process for incident management tools such as PagerDuty.

How to get started with Slack-first incident management

Without leaving Slack, you can control your incident management system with Actioner's Slack app for PagerDuty. The end-to-end lifecycle of an incident can be tracked by connecting PagerDuty with your Slack workspace.

Convert reported problems to incidents directly from Slack

It is possible for your internal users to determine and report some problems in your system. As soon as a critical problem is reported through Slack, first responders should be able to create an incident to start the investigation. Actioner provides an easy way to create incidents from Slack messages: A fire emoji 🔥! Using the fire emoji in a Slack message, Actioner guides the first responder to create an incident in PagerDuty without leaving Slack. A simple yet efficient process for creating incidents notifies other responders immediately.

Track incident lifecycle through automated war rooms

Actioner automatically creates a dedicated Slack channel for each incident on PagerDuty. These channels serve as incident war rooms. Actioner helps all stakeholders and responders benefit from this room in the following ways:

Providing required context

As soon as the channel is created, a brief summary of the incident is sent to the channel along with meaningful incident workflows. First responders can easily ask for help, add notes to the incident, or read the incident management handbook!

Facilitating real-time tracking 

Any updates related to the incident are sent to the Slack channel. Notes, state changes, and status updates are automatically shared with the war room.

Enhancing collaboration 

When an incident is created, Actioner automatically invites the incident assignee and the responders to the channel. Additionally, you do not have to manually keep track of who's in the channel - new responders added to the Pagerduty incident are also invited to the war room without prompting!

Assisting on post-incident tasks

In the post-resolution phase, Actioner guides the responders. You can connect to your  favorite documentation tool to create postmortems, or create follow-up issues in Jira using smart suggestion buttons. You can also update your Statuspage quickly to keep external stakeholders informed.

Learn how to create incident war rooms in Slack for PagerDuty incidents ➡️

Keep everyone informed about the major problems

It may be necessary to provide a brief summary of the ongoing incidents to your company's staff while first responders deal with the fire. Actioner keeps the other parties in your company informed with a short, informative message sent to a broadcasting channel. With broadcast channels, you can use them as Slack dashboards for incidents!

Install Incident and on-call management with PagerDuty to get started! Easily customize it for your own incident management stack and flow in just a matter of minutes. 

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