PD trigger in Private Slack channels

#1

We have found that the ability to use the /pd trigger command in both public and private channels a double edged sword.
Although I can see the benefits we are receiving some feedback that the trigger command ‘did not work’ as the command was run from a private channel or direct message and they did not receive a response confirming the incident was created.

We hope to tackle this through education however I wondered if:
A) Anyone else had experienced this feedback and how they dealt with it
B) If there was a case for at least having the option to restrict the use of the trigger command to public channels (as it seems the oncall command is).

#2

Hello George,

When you say it “did not work” was there no response at all or did you see errors? Two things to check, is the Pagerduty bot “@pagerduty” part of the Private channel? Additionally, are the users trigger the Incidents also Pagerduty Users? As both need to be true for the extension to work.

John

#3

Hi John,
I should have clarified - the incident was being created however as it was triggered from a private channel they were not receiving the confirmation slack message leading to doubt that it was created. This doubt has resulted in duplicate incidents being raised and unnecessary ad-hoc escalations to individuals.

So expected behavior by the integration I believe which led me to ask for recommendations on how this could be tackled in a soft way (behavioral, education etc) and technical (by limiting ability to use trigger in public channels)

#4

Hi George,

Thanks for your clarification. It may be worth raising this with the support team directly rather than a public facing channel, with some screenshots/example to see so we can investigate further and make sure it is expected/not bug behaviour.

John