Hello, new to PagerDuty and had a question about delaying alert notifications. I want to have PagerDuty alert me about every alert during store hours but then during non store hours, only the high urgency alerts should come through and low urgency alerts be delayed until the next day. Is there a way to achieve this?
How to delay low urgency alerts during non store hours and have them notify once store hour begins
Check out Dynamic Notifications and support hours: https://support.pagerduty.com/docs/dynamic-notifications
You can also get fine-grain control over this by using time-based event rules to control setting severity at the event/alert level and let this control dynamic notifications.
hm so based off of dynamic notifications and support hours, I could set it to use dynamic notifications after hours and my low urgency incidents would use low urgency notification rules but wouldn’t suppress the notification? Also is there a way to raise all low urgency incidents to high urgency once business hours start with the dynamic notification setting?
Yep, you’d define support hours to raise the incident’s urgency to high when business hours resume.
Each on-call user would also need to set up proper high and low urgency notification rules in their user profile. Most of the time, low-urgency notification rules would use just email, so the on-call responder would get an email notification, but not one that would call/sms/push notifications to them during off-hours.
How do I have it raise the incidents urgency when business hours resume? I see the check box for the two other options but not the dynamic notifications option.
Hey Tommy!
I’m happy to clarify here. The option to raise incident urgency when business hours resume is available when using low-urgency notifications and not for the dynamic notification setting. This is so that the distinction between high and low urgency incidents remains clear when using dynamic notifications.
However, if you’d like to see this option available for dynamic notifications as well, I’m happy to submit your feedback as a feature request. Let me know if this is something you’d like to do!
Cheers,
Cassie Champagne
Technical Support Specialist
PagerDuty Support
Yeah that sounds good cassie, do you happen to know of a workaround in this case then? I would like to take advantage of these features but they don’t currently work for what I’d like.
When the Low Urgency Notifications,do not escalate option is picked for after hours does that mean if there is a high urgency alert, that it wouldn’t come through?
Sure thing, Tommy. I’ll go ahead and pass along what you’ve shared here with our Product team.
For a workaround, you could create a separate service and route your low urgency events to this new “low urgency” service. Then you could set Support Hours on this service and then enable the “Raise urgency of unacknowledged incidents to high” option.
This workaround would require using a global ruleset to send the incoming alerts to the two different services. If you’re not already familiar with global rulesets, you can read about them in our Knowledge Base here: https://support.pagerduty.com/docs/rulesets#global-rulesets
To answer your question, if you choose the “low-urgency notifications” setting, all alerts (including any high-urgency alerts) are treated as low-urgency and would follow the rules for low-urgency incidents.
If you run into any trouble setting up the workaround I mentioned, please feel free to reach out to us at support@pagerduty.com and we’d be happy to assist you!
Cheers,
Cassie Champagne
Technical Support Specialist
PagerDuty Support