Workflows
Overview
Rootly’s PagerDuty integration leverages workflows to automatically create/update PagerDuty incidents and invite/assign on-calls to incidents. If you are unfamiliar with how Workflows function please visit our Workflows documentation first.
Available Workflow Actions
Page PagerDuty On-Call
This action allows you to page an on-call via PagerDuty. This results in the creation of a PagerDuty incident.
When a page is sent out in PagerDuty, it just means an incident is created in PagerDuty. They associate the action of paging to the creation of an incident.
Each Rootly incident can only be linked to one PagerDuty incident.
Name
This field is automatically set for you. You can rename this field to whatever best describes your action. The value in this field does not affect how the workflow action behaves.
Service
This field is used to specify the PagerDuty service you’d like to page. If you have imported your PagerDuty services into Rootly, you can dynamically reference them by selecting the {{ incident.service }} option from this dropdown.
The use of singular form in {{ incident.service }}, instead of {{ incident.services }} (as you see referenced everywhere else in Rootly) is due to the limitation that one Rootly incident can only be linked to one PagerDuty incident.
In the scenario where a Rootly incident has been marked with multiple services, Rootly will only page the first service in the array of services.
This field is required because the PagerDuty requires every incident to be associated with a service.
Escalation Policy
This field allows you to specify an existing Escalation Policy from PagerDuty. You do not need to set any value in this field if you’d like the page to follow the default escalation policy for the selected service. This field is only used if you’d like the page to follow a different escalation policy from the default that’s associated with the service.
Users
This field allows you to specify users to page for the incident. You do not need to set any value in this field if you’d like the page to follow the default on-call schedule for the selected service. This field is only used if you’d like to page a specific user from the default on-call rotation associated with the service.
Urgency
This field allows you to set the urgency level of the PagerDuty incident.
Message
This field allows you to provide a message that is going to be included in the PagerDuty incident. This field supports Liquid syntax.
TIP: You can use the Incident Variable Explorer to test out what value each liquid variable returns.
Always Create New Pagerduty Incident on Page
In the event where the Rootly incident already has an associated PagerDuty incident, checking this checkbox will allow you to page a new service (in other words, create a new PagerDuty incident).
Any new PagerDuty incident will NOT be linked to the Rootly incident. Rootly will always link to the first PagerDuty incident created for the Rootly incident.
This behaviour is due to the limitation that each Rootly incident can only be linked to a single PagerDuty incident.
If this checkbox is unchecked, Rootly will add responders from any additional pages to the existing PagerDuty incident that is linked to the Rootly incident.
AutoAssign Role from On-Call Rotation
This action allows you to assign a PagerDuty on-call to a specific incident role in Rootly.
Name
This field is automatically set for you. You can rename this field to whatever best describes your action. The value in this field does not affect how the workflow action behaves.
Incident Role
This field is used to specify which incident role to assign. Click here to learn more about incident roles.
Service
If this field is set, the on-call schedule associated with the selected PagerDuty service will be used to assign the incident role. If you have imported your PagerDuty services into Rootly, you can dynamically reference them by selecting the {{ incident.service }} option from this dropdown.
The value set in this field will override the escalation policy & schedule selected below.
Escalation Policy
This field allows you to specify an existing Escalation Policy from PagerDuty. You do not need to set any value in this field if you’d like the role assignment to follow the default escalation policy for the selected service. This field is only used if you’d like the role assignment to follow a different escalation policy from the default that’s associated with the service.
Unlike paging an on-call, this action of assigning an incident role to an on-call does not progress through each level of the escalation policy.
There is no concept of acknowledging an incident role assignment. Rootly will look up who is on the first level of the specified escalation policy and assign that user the incident role.
In the case of a round-robin styled escalation policy, Rootly will pick the first user returned in to us by PagerDuty when looking up the escalation policy.
The value set in this field will override the schedule selected below.
Schedule
This field allows you to specify an on-call schedule to assign from. You do not need to set any value in this field if you’d like the assignment to follow the default on-call schedule for the selected service. This field is only used if you’d like to assign from a specific on-call rotation that’s different from the default on-call rotation associated with the service.
Invite On-Call to Slack Channel
This action allows you to invite the PagerDuty on-call users to specific Slack channels.
Name
This field is automatically set for you. You can rename this field to whatever best describes your action. The value in this field does not affect how the workflow action behaves.
Service
If this field is set, the on-call schedule associated with the selected PagerDuty service will be invited to the Slack channels. If you have imported your PagerDuty services into Rootly, you can dynamically reference them by selecting the {{ incident.service }} option from this dropdown.
The value set in this field will override the escalation policy & schedule selected below.
Channels
This field allows you to select one or more Slack channels from your Slack Workspace, where PagerDuty on-call users will be invited to.
You can use {{ incident.slack_channel_id }} or {{ parent_incident.slack_channel_id }} to specify your incident channel or the parent incident channel, respectively.
Escalation Policy
This field allows you to specify an existing escalation policy from PagerDuty. You do not need to set any value in this field if you’d like the invitation to follow the default escalation policy for the selected service. This field is only used if you’d like the invitation to follow a different escalation policy from the default that’s associated with the service.
Unlike paging an on-call, this action of inviting on-calls does not progress through each level of the escalation policy.
Every user that is part of the specified escalation policy will be invited to the Slack channels.
The value set in this field will override the schedule selected below.
Schedule
This field allows you to specify the on-call schedule to invite from. You do not need to set any value in this field if you’d like the invitation to follow the default on-call schedule for the selected service. This field is only used if you’d like to invite a specific on-call rotation that’s different from the default on-call rotation associated with the service.
Update PagerDuty Incident
This action allows you to update an existing PagerDuty incident.
Name
This field is automatically set for you. You can rename this field to whatever best describes your action. The value in this field does not affect how the workflow action behaves.
PagerDuty Incident ID
This field allows you to specify the ID of the PagerDuty incident that you want to update. This field supports Liquid syntax.
Set this field to {{ incident.pagerduty\_incident\_id }} to reference the existing PagerDuty incident that is linked to the Rootly incident.
Title
This field allows you to update the title of the PagerDuty incident. This field supports Liquid syntax.
Set this field to {{ incident.title }} if you want the PagerDuty incident title to match the title of your Rootly incident.
Status
This field allows you to update the status of the PagerDuty incident.
Resolution Message
This field allows you to add a resolution message when resolving a PagerDuty incident. This field supports Liquid syntax.
Escalation Level
This field allows you to update the escalation level of the PagerDuty incident.
Urgency
This field allows you to update the urgency level of the PagerDuty incident.
Create PagerDuty Status Update
This field allows you to add a message to the Notes section in the PagerDuty incident.
Name
This field is automatically set for you. You can rename this field to whatever best describes your action. The value in this field does not affect how the workflow action behaves.
Pagerduty Incident ID
This field allows you to specify the ID of the PagerDuty incident that you want to add a message to. This field supports Liquid syntax.
Set this field to {{ incident.pagerduty_incident_id }} to reference the existing PagerDuty incident that is linked to the Rootly incident.
Message
This field allows you to set the message to be added to the Notes section of the PagerDuty incident. This field supports Liquid syntax.
Set this field to {{ incident.events | where: 'kind', 'event' | last | get: 'event' }} to log the latest event that happened to the Rootly incident.
Support
If you need help or more information about this integration, please contact support@rootly.com or start a chat by navigating to Help > Chat with Us.