Page single user more than once within same incident

#1

Hi, is it possible to page a single user more than once during a single PD incident instance? Whenever I try this on a user who’s already joined it no longer pages them.

#2

:wave: Hey @mc, PagerDuty offers some options so that a single responder can receive more than one alert within the same incident:

  • Escalation Policies: you can define escalation policies that determine who gets notified and in what order. If a user is part of an escalation policy, they may receive multiple notifications if the incident is not acknowledged or resolved within the specified time frames for each level of escalation.

  • Notification Rules: You can configure notification rules to send notifications based on specific criteria. For example, you might have a rule that sends an initial notification to a user and then another notification if the incident remains unresolved after a certain period.

  • Are you using an integration? Depending on your specific workflows and integrations, you can also design custom notification logic that sends notifications to users based on your requirements.

1 Like
#3

thanks, the issue we’re having is:

a)

  1. User is paged for an incident
  2. User sometimes accepts but doesn’t join - we’d like to page again

b)

  1. User is paged for an incident
  2. We work with the user on fixing 1 issue and agree we should be ok from here and we’ll page again if we need their help
  3. We now need to page them again but they’ve already joined earlier so adding responders (again) does not work in this case
#4

How about Re-assign the incident to yourself, then Re-assign back to the original responder - that should send another notification to them.

#5

I don’t know of a way to do this directly (I tried adding a note, but I didn’t receive a notification on the app that a note was added), but do you have a chat tool like Slack or Teams ?

We have Slack integrations configured for services, with a new thread spawned per incident, as that seems to suit most people (triage, responders, stakeholders) for collaboration … with this in place, @ddressing someone directly from the thread in Slack is an option, whether they’ve accepted the request or not.

I think it would be nice to be able to @address a responder that has joined in an incident note, and have them notified per the high/low urgency level.