Traditionally, Rootly has strictly relied on workflow configurations to automate PagerDuty actions. While it offered the flexibility required to meet complex incident response procedures, it did require some initial effort to set up. Understanding that not all customers adopt super complex procedures, we've introduced Smart Defaults to our PagerDuty integration to help simplify the configuration process.

New customers on Rootly will have Smart Defaults automatically turned on as soon as they install PagerDuty. They will be able to start managing incidents out-of-box.

Existing customers will have Smart Defaults turned off to avoid interrupting the workflows that have already been set up.

To get started with PagerDuty Smart Defaults, you'll want to first navigate to Integrations > PagerDuty (Configuration).

The first section of Smart Defaults covers quicksets for actions going from Rootly to PagerDuty.

This flag allows you to notify on-call responders on PagerDuty when an incident is created in Rootly. The on-call is determined based on the selected PagerDuty Services or Escalation Policy. Any selected Escalation Policy will override the Escalation Policy linked to the selected Service.

The Services and Escalation Policies available in the dropdowns are imported from your PagerDuty workspace.

This flag allows you to invite on-call responders on PagerDuty to a slack channel when an incident is created in Rootly. The responders are determined based on the selected PagerDuty Services or Escalation Policies. Any selected Escalation Policy will override the Escalation Policy linked to the selected Service.

The Services and Escalation Policies available in the dropdowns are imported from your PagerDuty workspace.

This flag allows you to auto resolve the linked PagerDuty incident whenever the Rootly incident is resolved. This is a one-way synchronization only, meaning incident resolutions on Rootly will cause the PagerDuty incident to resolve, but not the other way around. If you are looking to enable the reverse, where resolution on PagerDuty results in incident resolution on Rootly, please see the PagerDuty > Alerts page to find out how.

The second section of Smart Defaults covers quicksets for actions going from PagerDuty to Rootly. 

This flag allows you to automatically create alerts in Rootly whenever a PagerDuty event occurs. This process is enabled through webhooks, which are user-defined HTTP callbacks that are triggered by specific events and allow you to automate the sending of PagerDuty events to a destination URL. To complete the setup of this flag, you'll need to configure a webhook in PagerDuty as instructed on the PagerDuty > Installation page. 

This flag allows you to send PagerDuty alert messages to a selected Slack channel from your Slack Workspace. You can test if this integration is set up correctly by clicking on the Send Test button.

Rootly refreshes channels on a daily basis. If you don't see your channel in the dropdown, click on the Refresh channels button to force a refresh.

If the channel you're attempting to set is a private channel, please ensure that the Rootly Slack Bot is added to the channel first. To add the bot to a channel, simply send @Rootly as a message in the channel. That will prompt you to add the Rootly Slack Bot to the channel.

This flag allows you to automatically create corresponding incidents in Rootly whenever a PagerDuty incident is created.

If you need help or more information about this integration, please contact [email protected] or start a chat by navigating to Help > Chat with Us.