How to send FYI from PagerDuty and modify the email according to the need

#1

Hello Community,

I am reaching out to seek some assistance and guidance on how to effectively send FYI notifications and tailor PagerDuty incident emails to meet our specific requirements and specifically, we have two areas where we could use some expert advice:

  1. Sending FYI Notifications: We’re looking to implement a process where we can send FYI (For Your Information) notifications to relevant stakeholders during incidents, without triggering a full-scale response. These notifications are intended to keep stakeholders in the loop without escalating the situation. What would be the best practice to achieve this using PagerDuty? I believe that a fraction of this can be achieved by what mentioned in : https://community.pagerduty.com/forum/t/send-alert-without-an-incident/1912, however, I would be interested in knowing all possibilities.

  2. Customizing Incident Emails: While PagerDuty’s incident notification emails are incredibly useful, we would like to customize the content and format of these emails to better suit our team’s needs and branding. Are there any resources or best practices you could share for making adjustments to the content, styling, or layout of these incident emails?

Thanks

#2

Hi Tally,

  1. Sending FYI Notifications. You’re right that part of this can be achieved using the method mentioned in the post you referenced.

So basically: use a dedicated service - set the escalation policy to “notify only” - configure the notification rules for the FYI service - set a lower severity level, such as “Informational” or “FYI” - automate the process.

Alternatively, you can send an FYI notification manually by creating a custom incident within the FYI service and provide the necessary information to stakeholders.

  1. Customizing Incident Emails: You can access this feature in the PagerDuty dashboard under “Configuration” > “Email Templates.”

What can you do?

  • HTML and markdown support
  • Add branding elements
  • CSS Styling

Here’s some useful documentation: https://support.pagerduty.com/docs/status-update-templates#create-a-template

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