PagerDuty uses Salesforce's Service Cloud ticketing system to communicate with customers. The following address customers’ most common issues and concerns about platform:
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The default is set to loop through the escalation policy a total of 2 times but this can be adjusted to 3, 4, 5, 6, 7, 8, 9, or 10 times."},{"_id":"673cd9592c3da00011bae143","term":"major incident","definition":"A major incident is defined as any high-priority incident that requires a coordinated response, often across multiple teams. They are typically highly noticeable by customers, so fixing the problem is of the greatest importance. Major incidents are often referred to as P1, P2, or SEV-1, SEV-2 in most organizations."},{"_id":"673cd9a388302000125964f2","term":"notification rules","definition":"Notification rules determine how an individual user is notified when an incident is assigned to them. You can set rules up to notify you on any of the contact methods in your profile. 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Regex filters allow you to set up the service to: Accept all incoming email, Accept mail only if it matches one or more of the regex filter rules set up, Accept email only if it matches all of the regex filter rules set up."},{"_id":"673cd7e8132eea001f7ba058","term":"email management rules","definition":"Email management rules can be used in tandem with email filters on email integrations. With email management rules, you can preset rules on a service to determine how your events will behave based on event content. You can select which of your events will trigger, and you can auto-resolve related events by grouping them based by an event key."},{"_id":"673cd80a5dd6270036455dc2","term":"escalation rule","definition":"Each escalation rule represents a level of on-call duty. The first escalation rule in the escalation policy is the user that will be notified first about the triggered incident. If the first on-call user does not respond before the incident timeout, then the second on-call user or user that is on call on a specific schedule will be notified of the triggered incident."},{"_id":"673cd82192da5100114fe657","term":"escalation timeout","definition":"An escalation timeout is the time period where if the incident is not acknowledged or resolved, it will be escalated to the next escalation rule. The default escalation timeout is set to 30 minutes but this can be adjusted to any amount of time (in minutes)."},{"_id":"673cd88e5ee5e50073055a16","term":"incident auto-resolution","definition":"An incident auto-resolution is a service setting which allows you to set incidents to automatically resolve after a specified amount of time. Once this time has passed, the incident is resolved and no additional notifications will be sent out. 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.searchbox {\n width: 40px;\n text-align: center;\n}\n.search-box {\n display: none;\n}\n\n#hub-search .fa.fa-search {\n left: 13px;\n}*/\n\n#hub-search .searchbox {\n width: 200px;\n}\n\n\n/*Landing Page - Home */\n.intro-pillars .fa {\n font-size:3em;\n margin-top:15px;\n}\na.box {\n display:block;\n border:1px solid #DDD;\n padding:0 15px;\n text-align: center;\n font-family: helvetica neue;\n background: #FFF;\n cursor: pointer;\n}\n.fa {\n color:#454545;\n}\n@media only screen and (max-width: 767px) {\n a.box {\n border:none;\n padding:15px;\n box-shadow:none !important;\n }\n}\n.no-padding {\n padding:0 !important;\n}\n\n/* hiding the Contact Support bar, 11/15/22 -AVO */\n.contact-bar {\n display:none;\n}\n\n.contact-bar .row {\n display: flex;\n align-items: center;\n justify-content: space-between;\n}\n\n@media only screen and (max-width: 767px) {\n .contact-bar .row {\n display: block;\n text-align: center;\n }\n}\n\n.contact-bar a {\n color: #06ac38;\n}\n\n.contact-bar a:hover {\n color: #25b74e !important;\n}\n\n.contact-bar h3 {\n margin:0 !important;\n color: #f4f4f4 !important;\n font-family: helvetica neue;\n}\n\n.contact-bar p {\n width: auto;\n margin:0 !important;\n}\n\n.contact-bar {\n width:100%;\n background: #343434;\n padding:20px;\n}\n.contact-bar .fa {\n color:#f4f4f4;\n}\n.contact-details {\n margin-top:15px;\n}\n.contact-details p {\n text-align: center;\n font-family: helvetica neue;\n}\n.contact-bottom-box {\n text-align:center;\n padding-top:0px;\n}\n.contact-bottom-copy {\n padding:20px;\n padding-top:0;\n font-family: helvetica neue;\n}\n\n.centered {\n justify-content: center; \n}\n\n#stevie-award {\n display: flex;\n justify-content: center;\n}\n\n#stevie-image {\n padding-top:2em;\n}\n\n#hub-landing-page .pd-custom-columns .row .col-sm-6 h3 {\n text-align: left;\n padding-bottom: 5px;\n border-bottom: 1px solid #ddd;\n}\n#hub-landing-page .pd-custom-columns .row .col-sm-6 ul {\n padding: 15px 0px\n}\n#hub-landing-page .pd-custom-columns .row .col-sm-6 ul li a {\n text-align: left;\n font-family: helvetica neue;\n padding: 5px 0;\n display: block;\n color: #888;\n}\n#hub-landing-page .pd-custom-columns .row .col-sm-6 ul li a:hover {\n color: #666;\n}\n#hub-landing-page .pd-custom-columns {\n padding-bottom: 40px;\n}\n#hub-landing-page .pd-custom-columns .col-sm-6 {\n padding-left:30px;\n padding-right: 30px;\n}\n@media only screen and (max-width:767px) {\n .pillar.contact {\n padding:0 30px 20px 30px;\n border-left:1px solid #CCC;\n }\n}\n\n\n/* Community Footer */\n.pd-footer {\n padding:50px 0;\n background-color: #343434;\n /*\n background-image: url('//files.readme.io/838a80d-low-poly.png');\n background-size: cover;\n background-position: top center;\n */\n width:100%;\n min-height:300px;\n color: #F9F9F9;\n overflow: auto;\n}\n.pd-footer-inner {\n max-width: 1127px;\n margin: auto;\n}\n.pd-footer ul {\n list-style:none;\n margin: 0;\n}\n\n.pd-footer li {\n font-size: 13px;\n font-family: helvetica neue;\n letter-spacing: 1px;\n font-weight: 200;\n}\n.pd-footer li a {\n color: #F9F9F9;\n cursor: pointer !important;\n padding: 2px 0;\n display: inline-block;\n\n}\n.pd-footer a:hover {\n color: #25c151;\n}\n\n.pd-footer .col {\n width: 18%;\n padding:0 1%;\n float: left;\n margin-bottom:15px;\n}\n\n#copyright.col {\n float: none; \n margin: 20px auto 0px auto;\n}\n\n#copyright.col p {\n color: #F9F9F9;\n font-size: 0.8em;\n width: max-content;\n}\n.pd-footer ul {\n padding: 0; \n}\n\n.footer-logo-wrapper {\n padding: 20px 20px 0 20px;\n text-align: center;\n}\n.footer-logo-wrapper img {\n width: 60%;\n max-width:250px;\n margin-left: 10px;\n}\n\n@media only screen and (max-width: 60.043em) {\n .footer-logo-wrapper, .footer-logo-holder {\n display: none;\n }\n .pd-footer .col {\n width: 48%;\n padding:0 1%;\n }\n}\n\n@media only screen and (max-width: 40.043em) {\n .pd-footer .col {\n width: 90%;\n clear: both;\n padding:0 5%;\n }\n}\n\n.hub-loading-indicator {\n margin: 0;\n}\n\n/* Article Style */\n\n.heading-1 {\n padding-bottom: 0.2em;\n color: #2e2d2e;\n border-bottom: 1px solid #EBEBEB;\n}\n \n.heading {\n margin-bottom: 0.4em !important;\n margin-top: 1.4em !important;\n}\n\n.callout-icon {\n margin: 0 !important;\n padding-right: 0.5em;\n}\n\n.callout-heading, .callout-heading p {\n font-size: 1.0em !important;\n}\n\n.content-body a, .callout a {\n color: #008a00 !important;\n}\n\n.callout h3 p {\n font-size: var(--markdown-title-size, 1em) !important;\n margin-left: 30px !important;\n padding-top: 1px !important;\n}\n\n.callout p {\n margin-bottom: 15px !important;\n}\n\n.callout_info .callout-heading p {\n color: #00748e !important;\n}\n\n.callout_success .callout-heading p {\n color: #008500 !important;\n}\n\n.callout_warn .callout-heading p {\n color: #9e6700 !important;\n}\n\n.callout_error .callout-heading p {\n color: #d33933 !important;\n}\n\n.callout ul li, .callout ol li, blockquote p, blockquote li, blockquote li a {\n font-size: var(--markdown-font-size,14px) !important;\n}\n\n.excerpt p {\n font-size: var(--markdown-font-size,14px) !important;\n}\n\n.expandCollapseAll {\n color: #007e00; \n cursor: pointer;\n padding: 10px;\n border: none;\n background-color: #EEEEEE;\n transition: 0.3s;\n}\n\n.expandCollapseAll:active {\n background-color: #FAFAFA;\n}\n\n/* Jeli badges */\n\n .badge {\n color: #ffffff !important;\n background-color: #25c151 !important;\n border: none;\n text-align: center;\n}\n\n/* accordions */\ndiv.markdown-body details {\n margin-bottom:0px !important;\n}\n \ndetails{\n margin-bottom: 0px !important;\n margin-top: 0px !important\n background-color: transparent;\n border-bottom: 1px solid #EBEBEB;\n padding-bottom: 1em;\n padding-top: 1em;\n box-sizing: inherit;\n margin-bottom: 1em;\n color: #414042;\n padding: .5em 2em .5em 2em;\n display: block;\n transition: .5s;\n border-bottom: 1px solid var(--markdown-edge,#dfe2e5);\n margin-bottom: 0px !important;\n margin-top: 0px !important;\n padding-top: 1em;\n padding-bottom: 1em;\n}\n \ndetails[open] {\n background: #fafafa;\n}\n\ndetails[open] p:first-of-type {\n margin-top: 1em !important; \n}\n\ndetails hr {\n border-bottom:none !important\n}\n \nsummary {\n -webkit-font-smoothing: antialiased;\n text-rendering: optimizeLegibility;\n text-size-adjust: 100%;\n font-weight:unset !important;\n box-sizing: inherit;\n font-style: normal;\n color: #007e00;\n margin: -.5em -.5em -.5em -2em;\n padding: .5em;\n font-weight: inherit;\n}\n\n/* Table of Contents */\n.content-toc {\n overflow-y: auto;\n}\n\n.toc-children a {\n color: #6c6f73 !important;\n}\n\n.toc-children a:hover {\n color: #23527c !important;\n}\n\n/* Bottom Nav Bar */\n\n .pd-footer li a {\n \t\t font-size: 1.25em;\n}","js":"//Set the year in the Landing Page's footer\nvar date = new Date();\nvar year = date.getFullYear();\n$('#year').text(year);\n\n// Adds bottom nav to GLP\n$(window).on('pageLoad', function(e, state) {\n// Check if the current page is the homepage\nif (window.location.pathname === '/') {\n // Select all anchor elements within the nav\n const nav = document.querySelector('nav.Header-leftADQdGVqx1wqU');\n const links = nav.querySelectorAll('a');\n\n // Define the function to add icon classes based on link text content\n function addIconClasses(link) {\n // Get the span element within the anchor\n const span = link.querySelector('span');\n \n // Get the text content of the span\n const linkText = span.textContent.trim(); // Get text content and trim any leading or trailing whitespace\n \n // Determine the icon class based on link text content\n let iconClass = '';\n switch (linkText) {\n case 'Home':\n iconClass = 'icon-landing-page-2';\n break;\n case 'Knowledge Base':\n case 'Workflow Actions':\n iconClass = 'icon-guides';\n break;\n case 'Platform Release Notes':\n iconClass = 'icon-changelog';\n break;\n default:\n break;\n }\n \n // Create an i element (icon tag)\n const icon = document.createElement('i');\n \n // Set the class attribute of the icon\n icon.className = iconClass;\n \n // Insert the icon before the span\n link.insertBefore(icon, span);\n }\n\n // Loop through each link and add the appropriate icon class before the span\n links.forEach(link => {\n addIconClasses(link);\n });\n}});\n\n// For the Expand/Collapse all accordion behavior\nfunction toggleExpand() {\n var nodeList = document.body.querySelectorAll('.kb-faq');\n var detailsArray = Array.from(nodeList);\n\n var opennessArray = [];\n detailsArray.forEach((e) => {\n opennessArray.push(e.open);\n })\n\n // if any are closed, expand all\n if (opennessArray.includes(false)) {\n document.body.querySelectorAll('.kb-faq').forEach((e) => {\n e.setAttribute('open',true);\n if (e.children[0].textContent == 'Expand') {\n toggleTitle(e, 'Collapse');\n }\n })\n // else collapse all\n } else {\n document.body.querySelectorAll('.kb-faq').forEach((e) => {\n e.removeAttribute('open');\n if (e.children[0].textContent == 'Collapse') {\n toggleTitle(e, 'Expand'); \n }\n })\n }\n}\n\n//sets label for accordions when expanding/collapsing\nfunction toggleTitle(label, text) {\n label.childNodes[1].innerText = text;\n}\n\n//opens accordion when accessed by direct link\nfunction openTarget() {\n var hash = location.hash.substring(1);\n if(hash) {\n var element = document.getElementById(hash);\n element.parentElement.nextElementSibling.open = true;\n }\n}\nwindow.addEventListener('hashchange', openTarget);\nopenTarget();\n\n/* ACCESSIBILITY */\n$(window).on('pageLoad', function(e, state) {\n\t$('html').attr('lang', 'en');\n $('.Select').attr('aria-label', 'Language Selector');\n// $('a.rm-Sidebar-link:has(i.icon-arrow-up-right)').attr('aria-label', 'Opens in a new tab');\n});\n\n$(window).on('pageLoad', function(e, state) {\n\t$(document).ready(function() {\n\t $('a.rm-Sidebar-link:has(i.icon-arrow-up-right)').each(function() {\n\t let icon = $(this).find('i.icon-arrow-up-right');\n\t let ariaLabel = icon.attr('aria-label');\n\t\n\t if (ariaLabel) {\n\t $(this).attr('aria-label', ariaLabel); // Move aria-label to \n\t icon.removeAttr('aria-label'); // Remove from \n\t }\n\t });\n\t});\n});\n$(window).on('pageLoad', function (e, state) {\n const blurbId = 'changelog-subscribe-blurb';\n\n function createBlurb() {\n const div = document.createElement('div');\n div.id = blurbId;\n div.className = 'changelog-subscribe-blurb';\n div.style.cssText = `\n margin-bottom: 1.5em;\n text-align: center;\n `;\n div.innerHTML = `\n
![\"PagerDuty](\"//files.readme.io/1d9b51a-P-GreenRGB.png\")
\n ![](\"//files.readme.io/8f177a4-2019-gold-stevie-award.png\")
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