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Overview

Service allows you to specify the impacted component during an incident. This can help you with identifying which responders to bring in, which on-call to page, which customers to inform, etc. Individual services can be mapped to your status pages. Clean Shot2025 08 21at12 04 37@2x Pn

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Adding Services in Rootly

To add a new Service via the Rootly Web UI, navigate to Configuration > Services then click New Service. Assign your new Service with a description Title and Description to help the rest of your team know what the Service represents.

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Editing Services

Services are made up of a number of properties. Each property can be referenced via Liquid syntax and can be set in the Rootly Web UI, API, or imported from Opsgenie and PagerDuty. This section outlines how to edit the Services in the Rootly Web UI. Clean Shot2025 08 21at12 06 58@2x Pn

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Basics

Configure the basic details of your Service here.
This is the unique identifier of the service. This field cannot be customized. Rootly will auto assign the ID upon creation. It is typically used in Liquid references and API calls.The following Liquid syntax will allow you to list out the service ID(s) that are selected for an incident:{{ incident.services }}OR{{ incident.raw_services | get: 'id'}} for select field type{{ incident.raw_services[index] | get: 'id' }} for multi-select field type
This is the value that is displayed on the UI for the service. This field is customizable.The following Liquid syntax will allow you to list out the service name(s) that are selected for an incident:{{ incident.services }}OR{{ incident.raw_services | get: 'name'}} for select field type{{ incident.raw_services[index] | get: 'name' }} for multi-select field type
This value is displayed on the UI to further explain each service. This field is customizable.The following Liquid syntax will allow you to list out the service description(s) that are selected for an incident:{{ incident.raw_services | get: 'description'}} for select field type{{ incident.raw_services[index] | get: 'description' }} for multi-select field type
Clear team ownership helps identify service owners and dependencies during incidents. The Owning Team’s admins will be able to make changes to the Service.
Each service can be assigned a color, which will be used for color-coding on metrics graphs.
Rootly uses color-hex codes. E.g. #000000 is black, #ffffff is white. Use this page to help you find the exact hex code for the color you want.
The following Liquid syntax will allow you to list out the service color(s) that are selected for an incident:{{ incident.raw_services | get: 'color'}} for select field type{{ incident.raw_services[index] | get: 'color' }} for multi-select field type

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On-Call

Configure what happens when this Service is paged in Rootly On-Call. When this Service is paged either manually by a user, or through an Alert Source, the Escalation Policy selected here will fire.

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Channels

Configure the Channels section to reference the Service’s related Slack properties. These Slack properties (like Slack Channel and User Group) can be used in Rootly’s Workflows to build powerful Slack automations off of the Service.
Each service can be linked to one or more Slack channels. By default, Rootly does not notify the linked channel(s) when a service is selected for an incident. Notification needs to be explicitly called out as Attached Service Channels in workflow configurations.Systematically, each Slack channel is stored as an object containing an id and name.The following Liquid syntax will allow you to list out the service Slack Channel(s) that are selected for an incident:{{ incident.raw_services | get: 'slack_channels'}} for select field type{{ incident.raw_services[index] | get: 'slack_channels' }} for multi-select field type
Each service can be linked to one or more Slack user groups (aka aliases). By default, Rootly does not invite users in the linked user group(s) when a service is selected for an incident. Invitations need to be explicitly called out as Attached Service Aliases in workflow configurations.The following Liquid syntax will allow you to list out the service Slack Alias(es) that are selected for an incident:{{ incident.raw_services | get: 'slack_aliases'}} for select field type{{ incident.raw_services[index] | get: 'slack_aliases' }} for multi-select field type
Each service can be linked to one or more emails. By default, Rootly does not send emails to the linked address(es) when a service is selected for an incident. Notification needs to be explicitly called out as {{ incident.raw_services | map: 'notify_emails' | flatten | join: ',' }} in workflow configurations.The following Liquid syntax will allow you to list out the service Notify Email(s) that are selected for an incident:{{ incident.raw_services | get: 'notify_emails'}} for select field type{{ incident.raw_services[index] | get: 'notify_emails' }} for multi-select field type
You can also set up default broadcast channels for when the service is either paged, or added to an incident on this page. Toggle Set up a default Alerts Channel On when you want Rootly to automatically post an update to Slack when the service is paged. Toggle Set up a default Incidents Channel when you want to post once the service has been added to an incident. Clean Shot2025 08 21at12 23 40@2x Pn

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Services in Fields

Service can be customized to be either a select or multi-select field type. This means you can configure it to allow only one service value to be selected per incident or allow multiple service values to be selected for a single incident.
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Since the service field can be either a select or multi-select field type, the Liquid syntax to reference each field type will differ.Select will follow a single-value syntax{{incident.raw_services | get: '<attribute>'}}Multi-select will follow an array syntax. Where i references the specific service object in the list of services.{{incident.raw_services[index] | get: '<attribute>'}}

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Import Services

Instead of creating services from scratch, Rootly allows you to import services from PagerDuty or Opsgenie. Imported services will be automatically kept in sync on a daily basis.
The ability to import teams will only become available once you have PagerDuty or Opsgenie installed on the integrations page .
The following Liquid syntax will allow you to list out the corresponding ids from each of the external paging applications: PagerDuty {{ incident.raw_services | get: 'pagerduty_id' }} for select field type {{ incident.raw_services\[0\] | get: 'pagerduty_id' }}for multi-select field type Opsgenie {{ incident.raw_services | get: 'opsgenie_id' }} for select field type {{ incident.raw_services\[0\] | get: 'opsgenie_id' }}for multi-select field type
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