Slack-first incident and on-call management with PagerDuty
Learn how to install and customize incident management solution
Install Slack-first incident and on-call management with PagerDuty from app directory and start using it by connecting your PagerDuty and Slack accounts.
If you are invited to this app as a user, you can start running this app immediately in Slack.
Features
Access and update any incident-related data by connecting all your IM tools in Slack. Create, and update incidents in PagerDuty, communicate with your users through Statuspage, and more.
Use cases
- Incident war rooms: Bring everyone to the same Slack channel with key information about the current incident.
- Incident lifecycle management: Manage and track end-to-end incident lifecycle through Slack by connecting all your IM apps with Actioner.
- Create incidents with emojis: Create incidents quickly with Slack emoji reactions.
- Post-incident checklist: Ensure everyone is reminded of critical tasks after an incident is solved.
- Statuspage update: Inform customers about the incident status, updates and resolutions with Statuspage in Slack.
Get started as an app admin
Step 1. Install Slack-first incident and on-call management with PagerDuty
Visit this link in app directory and click Install button at top right corner.
Step 2. Connect to PagerDuty and Slack
After installing the app, you'll be prompted to connect your Slack workspace and PagerDuty account.
Complete PagerDuty connection
- Click Connect near PagerDuty connection and proceed to authentication in PagerDuty via OAuth2.
- You will be directed to a new tab. Select your Service Region and login to your PagerDuty account.
- If you have multiple PagerDuty accounts, select the one that you want to connect to Actioner.
- Click Submit Consent to grant permission to Actioner app in PagerDuty. You’ll be redirected to Actioner upon successful authorization.
Complete Slack connection
- Click Connect near Slack connection.
- Continue with selecting your Slack workspace.
If your workspace is not available, add it by navigating to your workspace from the left menu and then go to Slack connections page and click + Add Slack workspace.
Step 3. Complete setup actions
Run Subscribe to PagerDuty events action first.
This action creates a webhook on PagerDuty and subscribes to incident events. Select a scope type fot this webhook:
- If you select Account as the scope type, Actioner will receive all incident events from your account.
- If you select Service or Team as the scope type, Actioner will only receive the incident events from the selected team/service incidents.
Run Set broadcast channel action.
This action creates a broadcast channel on Slack with a given prefix. When there is a new incident on PagerDuty, a summary post will be sent to this channel, and incident updates will be regularly reflected on the post.
If you do not specify the prefix, the channel will be created as #actioner-broadcast.
Run Set problem reporting channel action.
This action creates a problem reporting channel on Slack with a given prefix. When someone puts a fire emoji on this channel, Actioner will create a PagerDuty incident on the selected service.
If you do not specify the prefix, the channel will be created as #actioner-problem-reporting.
Step 4. Finish setup guide
When all steps in setup guide are completed, app is ready to be run in Slack.
Step 5. Connect to Statuspage (optional)
Actioner's incident management solution introduces creating and updating Statuspage incidents through the incident lifecycle. When an incident is created, Actioner automatically populates a message to remind you to create a Statuspage incident. When an incident is resolved, Actioner automatically populates a message to remind you to update the Statuspage incident. If you are using Statuspage to communicate with your stakeholders during the incident, you can connect your Statuspage instance. If not, you can skip this step.
To connect to Statuspage, find Statuspage connection on the right side of Description tab and click Connect. Enter the API token you copied from your Statuspage.
To create an API token in Statuspage, go to your Statuspage instance and click your avatar in the bottom left. Then, select API info from the menu that appears. Click Create key and enter a descriptive name. Next, copy the API key.
Step 6. Connect to Jira (optional)
Actioner's incident management solution introduces creating Jira issues for post incident tasks. When an incident is resolved, Actioner automatically populates a message to remind you to create follow-up tasks in your Jira instance. If you are using Jira to follow your tasks after the incident, you can connect your Jira instance. If not, you can skip this step.
To connect to Jira, find Jira connection on the right side of Description tab and click Connect. You will be asked to sign in to your Jira instance if you haven't already. Select your Jira instance that will connect with your Actioner workspace and click Accept to grant permission to Actioner app in Jira. You’ll be redirected to Actioner upon successful authorization.
Customizing this app
You can contact with us directly and join our community if you are looking for options to customize your app or get help on troubleshooting any errors.
Update the Slack channel for broadcasting incidents
Go to Track and manage the incident lifecycle workflow and select Send broadcast message step. Then find the gear button near Slack channel field, select Static option and select your Slack channel.
Update the Slack channel for problem reporting
Go to Create incidents with fire reaction workflow and select Slack reaction added step. Update the Channel field with the channel you want to use for problem reporting.
Update the emoji for problem reporting
Go to Create incidents with fire reaction workflow and select Slack reaction added. step Update the Emoji field with the emoji you want to use for problem reporting.
FAQs
Can I use this app with a different incident management tool other than PagerDuty?
This app is particularly designed for PagerDuty but you can easily adapt it to work with any other incident management tool with public APIs. Add a new connection for your tool, and update the actions and workflows accordingly.
We don’t use ticketing or external communication tools for our incident management process. Can I still use this app?
Yes! The workflows and actions designed for ticketing or external communication are independent of the other actions and workflows. You don’t have to use them if they’re not a part of your incident management process.
Can I use another ticketing tool other than Jira?
Yes! Follow-up tasks can be created with any other tools with public APIs. Add a new connection for your ticketing tool, and update the follow-up ticket creation action accordingly.
Can I use another status page tool other than Statuspage?
Yes! External updates can be sent with any other tools with public APIs. Add a new connection for your status tool, and update the status entry action accordingly.
Our incident management process includes more tools. Can I also use them via Actioner?
You can use as many tools as you want with Actioner as long as they have public APIs. You can create new connections, actions, and workflows that send data from your own tools and combine them with the existing Incident management app.