# Configurable Service Settings Customize the incidents' behavior on a service Service settings allow you to customize what actions you would like to be performed when an incident is triggered. Service settings address incident assignment and notifications, noise reduction, coordinating with stakeholders, event rules and remediation resources. By configuring these settings, you can optimize each incident to address your team’s specific needs. > **Required User Permissions:** Users with the following roles can edit services: > > - User > - Admin > - Manager base roles and team roles > - Manager team roles can only manage services associated with their team. > - Global Admin base roles > - Account Owner ## Add an Incident Workflow to a Service You can configure a service to run an [Incident Workflow](/ai-automation/automation/incident-workflows) when an incident triggers and conditions are met. 1. Navigate to **Services** → **Service Directory** and select your preferred service. 2. Select the **Workflows** tab and click **Associate Workflow**. 3. Follow the steps in the Incident Workflow guide to [create or edit a workflow.](/ai-automation/automation/incident-workflows#triggers) ### Remove an Incident Workflow from a Service If you’d like to remove an Incident Workflow from a service: 1. Navigate to **Services** → **Service Directory** and select your preferred service. 2. Select the **Workflows** tab and click on the 3 dots next to the workflow you want to remove. 3. Click **Open in builder** and remove the association with the service. ## Assign to Escalation Policy Every service in PagerDuty is associated with an [escalation policy](/incident-management/schedules/escalation-policies). You can assign a different escalation policy to a service with these steps: 1. In the PagerDuty web app, go to **Services** → **Service Directory** and select the service you wish to edit. 2. Select the **Settings** tab and click **Edit** to the right of **Assign and Notify**. 3. In the **Assign to escalation policy** dropdown, select an escalation policy. 4. Click **Save Changes**. ## Notification Urgency PagerDuty uses the concept of urgency to allow you to customize how responders are notified depending on how critical an incident is. Incidents can be either **high-urgency** (i.e., it requires immediate attention) or **low-urgency** (i.e., it can wait). As an incident responder, this means you can set up notification rules so that you won't be woken up for low-urgency incidents that can be handled in the morning, or you can set a service to notify you with only high-urgency or low-urgency notification methods at specific times of day. > **Low-Urgency Incident Escalation:** In contrast to high-urgency incidents, low-urgency incidents will not automatically move to higher escalation levels if no one acknowledges it. Low-urgency incidents also cannot be manually escalated, only re-assigned. If you need to escalate a low-urgency incident according to the escalation policy on that service, you will need to change it to high-urgency first. There are two steps that go into effectively using Urgencies: - [Step One: Configure Urgencies on a Service](#step-one-configure-urgencies-on-a-service) - [Step Two: Configure User Profiles](#step-two-configure-user-profiles) ### Step One: Configure Urgencies on a Service Urgencies are defined on a service, and all services initially default to **High-urgency notifications, escalate as needed**. To adjust a service’s urgency: 1. In the PagerDuty web app, go to **Services** → **Service Directory** and select the service to edit. 2. Select the **Settings** tab and click **Edit** to the right of **Assign and Notify**. 3. Under **How should responders be notified?**, select one of the following options (depending on your account’s pricing plan, some of these option may not be available): - **High-urgency notifications, escalate as needed** - **Low-urgency notifications, do not escalate** - **Dynamic notifications based on alert severity** - **Based on support hours**: Once selected, select the **days** of the week and the **hours** and **time zone** for your support hours. Next, under **During support hours, use**, select what type of notification urgency you would like during support hours. Under **Outside support hours, use**, select what type of notification urgency you would like outside of support hours. You may also _optionally_ choose to check the box next to **Raise urgency of unacknowledged incidents to high** when support hours start. 4. Click **Save Changes**. ![A screenshot of the PagerDuty web app showing how to configure notification urgency](/images/kb/0c1346d985576ddbff9dadd979104ad987e51de92ad617c248721f2892aa3267-image2.webp) *Select notification urgency* > **Manually Setting Urgency:** If an incident's urgency is set either in the web/mobile app or through the REST API when an incident is triggered, then the selected urgency level will override whatever urgency setting is set on that service. ### Step Two: Configure User Profiles After you’ve configured urgency on a service, responders will specify their notification urgency preferences on their user profile. We recommend creating several tiers of “noisy” notification rules for high-urgency incidents so that on-call responders are notified numerous times until they acknowledge the incident. For low-urgency incidents, however, an on-call responder may want to receive “quieter” notifications, like a push notification or email, or even no notification at all. For more information, see [Notification Rules](/account-admin/user-profile/notification-rules). #### Urgency Use Case: Support Hours Let's take a support team as an example. Since a support team responds to customer inquiries during business hours, we may want incidents to be categorized as critical during business hours and non-critical after hours. The following options are available both **During support hours** and **Outside support hours**: 1. **High-urgency notifications, escalate as needed** 2. **Low-urgency notifications, do not escalate** 3. **[Dynamic notifications](/incident-management/incidents/dynamic-notifications) based on alert severity** Beneath your support hours there is an option **When support hours start, raise urgency of unacknowledged incidents to high**. With this feature enabled, all open incidents on the service will become high-urgency when your support hours begin, and responders will receive notifications based on their high-urgency notification rules. Notifications will continue until a responder acknowledges or resolves the incident. ![A screenshot of the PagerDuty web app showing how to set support hours Monday through Friday, 9:00 a.m. to 5:00 p.m.](/images/kb/1504e8be4de765be5c48211bfaa6f4f6fc58eb7c55a1b004e9acbd27156dc7a5-image3.webp) *Set support hours Monday through Friday, 9:00 a.m. to 5:00 p.m.* This setting is useful for teams who rely on support hours to give their people a rest during off-hours, but want to make sure that any incidents that trigger outside of business hours will be promptly handled once business hours begin again. Please note that the **From** and **to** times are for _each_ day. If you select two or more continuous days, then the start and end times apply to each day individually. > **Manually Triggered Incidents:** When [manually triggering a PagerDuty incident in the web app](/incident-management/incidents/overview#triggerdeclare-an-incident), it is possible to make an urgency selection that overrides the service's support hours settings. ### Edit Urgency If an open incident's urgency has been reassessed, responders can edit its urgency in the web or mobile app. Please read [Edit Incident Urgency](/incident-management/incidents/edit-incidents#edit-incident-urgency) for more information. ## Acknowledgement Timeout Incident acknowledgement timeouts help ensure that an acknowledged incident is not forgotten. This feature is turned off by default. With this feature enabled, an acknowledged incident will **re-trigger** after a specified amount of time. When the incident re-triggers, it re-notifies assigned responders and, if on-call responsibilities have rotated, the current on-call user, too. You can configure the timeout’s length, or turn it off completely, on service’s settings page: 1. Go to **Services** → **Service Directory** and select the service you wish to edit. 2. Select the **Settings** tab and click **Edit** next to **Assign and Notify**. 3. Enable the checkbox **Re-trigger acknowledged incidents after [TIME] and re-notify assigned responders** and select the timeout period from the dropdown. 4. Click **Save Changes**. If you need to set the timeout to a value that is not offered in the web app, you may also adjust it using the [REST API](/developer/api/reference/rest/services/update-service). > **Snooze an Incident:** If you need to quiet an individual incident for a different length of time than the service's incident ack timeout, you can [snooze the incident](/incident-management/incidents/edit-incidents#snooze-an-incident) instead. ## Auto-Resolution If you would like an incident to automatically resolve after a given amount of time, you can set a service to auto-resolve incidents. By default, this feature is not turned on. Auto-resolution is recommended for services that are expected to produce a high number of active incidents, or for monitoring systems that send **trigger** events but not **resolve** events (e.g., some email-based monitoring systems). This feature can be useful when there are a large number of active incidents on a service (such as in a CentralOps/NOC environment), because if an incident is not resolved automatically by a monitoring system or manually by a user, responders may not be aware of any recurrences of the issue. With this feature enabled, an incident automatically resolves after the specified time has passed, and no further notifications will be sent for the incident. Note that an incident contributes to the auto-resolution timer as long as it is in a **triggered** or **acknowledged** state. **Snoozed** incidents will reset the auto-resolution timer. Also please note that this feature will only affect incidents that are created **after it is enabled** and will **not retroactively resolve** incidents that are currently open. > **High Open Incident Volume:** For services with over 100,000 open incidents, we will automatically enable and require to have the [auto-resolve feature](/incident-management/services/configurable-service-settings#auto-resolution) enabled. When this feature is enabled, all new incidents for that particular service will be auto-resolved after they have been open for 24 hours, and no further notifications will be sent for those incidents. > > It will not be possible to disable this feature for the service in question unless the service's open incident count is reduced to under 100,000. To reduce the open incident count, we recommend using the [update an incident API](/developer/api/reference/rest/incidents/update-incident) to bulk resolve incidents. Additionally, you can use [this script](https://github.com/PagerDuty/public-support-scripts/blob/master/mass_update_incidents/mass_update_incidents.py) for an automated way to bulk resolve incidents. ### Configure Auto-Resolution 1. Go to **Services** → **Service Directory** and select your preferred service. 2. Select the **Settings** tab and click **Edit** next to **Assign and Notify**. 3. Mark the checkbox **Resolve open incidents after [TIME]** and select a time period from the dropdown. 4. Click **Save Changes**. If you need to set this to a time period that is not available in the web app, you can do so with our [REST API](/developer/api/reference/rest/services/update-service). ### Turn Off Auto-Resolution 1. Go to **Services** → **Service Directory** and select your preferred service. 2. Select the **Settings** tab and click **Edit** next to **Assign and Notify**. 3. Unmark the checkbox **Resolve open incidents after [TIME]**. 4. Click **Save Changes**. ## Manage AIOps AIOps Service Configuration provides you with flexibility and control over how and where AIOps features apply. This feature allows you to enable or disable AIOps on services. Please see our [PagerDuty AIOps](/ai-automation/aiops/overview#aiops-service-configuration) article for more information. > **Availability:** This feature is in Limited General Availability with our PagerDuty AIOps add-on. Please contact your account team or [Support](https://www.pagerduty.com/contact-us) to request access. If you would like to sign up for a trial of PagerDuty AIOps features, please read [PagerDuty AIOps Trials](/ai-automation/aiops/overview#pagerduty-aiops-trials). > **Required User Permissions:** - Account Owner > - Admin and Global Admins > - Manager base role and team roles > - Manager team roles can only manage services associated with their team > **Disable Behavior:** Please note that when you disable AIOps Service Configuration on a service, you can expect the following to occur: > > - **Event Throughput**: If an AIOps integration key requests an increased throughput and you subsequently disable AIOps, it will default back to a maximum of 120 events/min. > - **Operations Console**: Only incidents created on an AIOps service will be visible. > - **Incidents**: The following features will no longer be available on the service’s incidents: > - Outlier Incident > - Probable Origin > - Past Incidents > - Related Incidents > - Recent Changes > - **Noise Reduction**: The following service features will be disabled, with any relevant data used to enhance the models deleted. > - Auto Pause > - Alert Grouping > - **Recent Changes**: > - The system will block non-AIOps services from creating integrations on the Recent Changes page. > - The system will hide Recent Changes on the Service Activity tab. > - **AIOps Service Orchestration Rules**: Only AIOps-enabled services will have access. The system will skip any existing rules using AIOps-required functionality during event ingestion. > - **Routing to AIOps-Enabled Services Using an Event Orchestration**: Only AIOps-enabled Event Orchestrations can route to AIOps-enabled services. If a non-AIOps Event Orchestration has an invalid routing rule that routes to an AIOps service, the event will still route to the service to ensure it does not miss an incident. However, this incident will have all AIOps features disabled, including skipped Orchestration rules. This may result in unintended consequences such as increased noise. 1. Navigate to **Services** → **Service Directory**. 2. Select your preferred **service** and open the **Settings** tab. 3. Under the **AIOps** section, perform the following based on your use case: - Click **Enable AIOps**. In the confirmation modal that appears, click **Enable** to complete the process. - Click **Disable AIOps**. In the confirmation modal that appears, click **Disable** to complete the process. > **Time to Application:** Changes to AIOps configurations may take up to five minutes to take effect. ## Alert Grouping Alert Grouping allows you to configure a service to group alerts in a variety of ways, thereby reducing noise and accelerating teams’ responses. > **Pricing Plan:** Alert Grouping is available with our PagerDuty AIOps add-on. The feature is also available for the duration of an AIOps trial. Please contact our [Sales Team](https://www.pagerduty.com/contact-sales/) to upgrade to a pricing plan with this feature. To configure a service’s Alert Grouping behavior: 1. Go to **Services** → **Service Directory** and select your preferred service. 2. Select the **Settings** tab and click **New Grouping** or **Edit** in the section **Reduce Noise**. 3. Select one of the following options: - **Intelligent** - **Alert Content** - **Time only** 4. Click **Save Settings**. Read more about each Alert Grouping option: - [Intelligent Alert Grouping](/ai-automation/aiops/noise-reduction/alert-grouping/intelligent-alert-grouping) - [Content Based Alert Grouping](/ai-automation/aiops/noise-reduction/alert-grouping/content-based-alert-grouping) - [Global Alert Grouping](/ai-automation/aiops/noise-reduction/alert-grouping/global-alert-grouping) - [Time Based Alert Grouping](/ai-automation/aiops/noise-reduction/alert-grouping/time-based-alert-grouping) ## Auto-Pause Incident Notifications Automatically pause notifications for transient alerts, giving time for them to resolve before distracting responders. > **Availability:** This feature is available on PD Reliability Platform Plus/Ultimate plans. It's also available as part of the following pricing plans: Digital Operations (legacy) and Enterprise Incident for Management, or it can be purchased via the [AIOps](/ai-automation/aiops/overview) add-on. You can [trial PagerDuty AIOps](/ai-automation/aiops/overview#pagerduty-aiops-trials) or [contact our Sales team](https://www.pagerduty.com/contact-us/#contact-sales) to try this feature. To configure Auto-Pause Incident Notifications on a service: 1. In the PagerDuty web app, go to **Services** → **Service Directory** and select your preferred service. 2. Select the **Settings** tab and click **Edit** next to **Reduce Noise**. 3. In the section **Transient Alerts**, select **Auto-pause incident notifications** and make a selection from the dropdown: - **2 minutes** - **3 minutes** - **5 minutes** - **10 minutes** - **15 minutes** 4. Click **Save Changes**. For more detailed information about this feature, please see [Auto-Pause Incident Notifications](/ai-automation/aiops/noise-reduction/auto-pause-incident-notifications). ## Add a Conference Bridge You can configure a service to include a [Conference Bridge](/incident-management/incidents/conference-bridge) on every incident. PagerDuty supports dial-in numbers and meeting URLs. 1. Go to **Services** → **Service Directory** and select your preferred service. 2. Select the **Settings** tab and click **Edit** next to **Coordinate Responders and Stakeholders**. 3. In the fields **Conference Bridge Dial-In Number** and **Conference Bridge Meeting URL**, enter your conference bridge information. 4. Click **Save Changes**. ## Event Management Event Management can be configured at two different levels: at the service level and at a global level. For more information, see our article on [Event Orchestration](/ai-automation/aiops/event-orchestration). ## Documentation Link You can add a link to documentation that includes routine procedures or troubleshooting steps for a service so that it can be easily referenced during an incident. 1. Navigate to **Services** → **Service Directory** and select your preferred service. 2. Select the **Settings** tab, scroll to the section **Remediate**, and click **Edit**. 3. In the field **Documentation link** enter the full path of the link to your documentation. 4. In the field **Documentation link name**, enter a user-friendly description. 5. Click **Save Changes**. Once configured, responders can view the documentation link in the same section on a service's details page under **Settings** → **Remediate**. ### Delete a Documentation Link 1. Navigate to **Services** → **Service Directory** and select your preferred service. 2. Select the **Settings** tab and click **Edit** to the right of **Remediate**. 3. Click **Remove Documentation**. ## Custom Incident Actions Custom incident actions provide responders with a quick way to execute custom logic housed outside of the PagerDuty system. For more information, please refer to [Custom Incident Actions](/integrations/custom-incident-actions).