Services

What are Services?

A Service is a “discrete piece of functionality that is wholly owned by one team. One or more technical services combine to deliver customer-facing or business capabilities.”
Reference: Services and Integrations (pagerduty.com)

Useful Links

Required Permissions

The following roles have permissions to configure, edit and delete services:
  • User
  • Admin/Global
  • Manager base roles and team roles
  • Account Owner

Configuration

Create a Service

  1. Go to Services> Service Directory and select New Service
  2. Enter a Name and Description 
  3. Under Assign, choose to Generate a new Escalation Policy or Select and existing Escalation Policy
    1. ​If you choose to create a new escalation policy, you will automatically be placed on-call for the service, which can be changed later by editing the escalation policy.
  4. Under Reduce Noise, choose one of the following options:
    1. Intelligent
    2. Content-based
    3. Time-based
    4. Turn off alert grouping
  5. Under Transient Alerts, choose whether or not to automatically pause incident notifications
  6. Under Integrations, choose the integrations you use to send alerts to this service
    1. At the bottom of the page, there is the option to create the service without an integration
  7. Select Create Service
    1. If you added an integration in step 6, you will be directed to further configure this

Usage

Edit Service Settings

  1. Go to Services> Service Directory and search and click on your service
  2. Click on the settings tab and make necessary changes 
  3. Select Save changes
    1. ​Note: This is where you can edit a service’s escalation policy

Disable a Service

  1. Go to Services > Service Directory and find your Service in the list
  2. On the right-hand side, select More > Disable Service
  3. Confirm by selecting Disable

Re-Enable a Service

    1. Go to Services > Service Directory and find your Service in the list
    2. On the right-hand side, select More > Enable Service

    Delete a Service

    1. Go to Services > Service Directory and select your Service
    2. On the right-hand side of the page, select More > Delete Service
    3. Carefully read confirmation and select Delete Service

    Add Integrations to an Existing Service

      1. Go to Integrations > Integration Directory and select your Integration’s guide
      2. Go to Services > Service Directory and select your service
      3. Under the Integrations tab, select Add another integration
      4. Select the integration from the grid
      5. Select Add
      6. Find your integration in the list and click on the downwards arrow on the right - copy the integration key
      7. Use the Integration guide to complete configuration