# Microsoft Teams User Guide Using the Microsoft Teams integration after installation After completing the [initial configuration](/integrations/microsoft-teams), you can manage PagerDuty incidents in Microsoft Teams. ## App Commands The PagerDuty application offers a variety of app commands. In any of your team channels, enter `@PagerDuty [COMMAND]`, replacing `[COMMAND]` with any of the following: - `help`: View the list of available commands. - `open`: Open PagerDuty in a new browser window. - `linkUser`: Link your PagerDuty and Teams user accounts. - `unlinkUser`: Unlink your PagerDuty and Teams user accounts. - `trigger`: Complete the form to create a new incident. - `appconnect`: Authorize PagerDuty with the Microsoft Graph API to create Microsoft Teams meetings and dedicated chats for PagerDuty incidents. ### Additional Commands **PagerDuty Admin or Manager Role Required** - `connect [SERVICE-URL]`: Use the PagerDuty service page URL to connect a PagerDuty service to a channel. **PagerDuty Admin Role Required** - `authorize [KEY]`: In a private PagerDuty bot message, use the unique key provided to authorize PagerDuty to connect to a team. - `configure`: Open PagerDuty's app configuration page in your browser. **PagerDuty AI Assistant Feature Required** - `advance [QUESTION]`: Interact with the [PagerDuty AI Assistant](/ai-automation/advance/user-guide#pagerduty-ai-assistant) by asking questions to receive wider context, potential root causes, and on-call information. - `amazonq [QUESTION]`: Use PagerDuty AI to [retrieve information from data sources in Amazon Q](/ai-automation/advance/user-guide#pagerduty-ai-integration-for-amazon-q). ## Incident Actions > **Requirements:** To perform an incident action in Microsoft Teams, your PagerDuty and Microsoft > Teams accounts [must be > linked](#link-pagerduty-and-microsoft-teams-user-accounts). If accounts are > not linked, you will receive a private bot message with a personal link to > complete the process. When an incident notification posts in a Microsoft Teams channel, channel members can perform the following actions: - [Acknowledge](/incident-management/incidents/overview#incident-statuses) - [Resolve](/incident-management/incidents/overview#incident-statuses) - [Add Note](/incident-management/incidents/edit-incidents#add-a-note-to-an-incident) - [Create Meeting](#create-a-meeting-conference-bridge-from-microsoft-teams) - [Create Chat](#create-a-dedicated-chat-from-microsoft-teams) - [New Status Update](/incident-management/communicate/communicate-with-stakeholders#status-updates) - Select to access: - [Add Responders](/incident-management/incidents/add-responders) - [Escalate](/incident-management/incidents/reassign-incidents#escalate-an-incident) - [Change Priority](/incident-management/incidents/incident-priority) - [Reassign](/incident-management/incidents/reassign-incidents) - [Run Action](/ai-automation/automation/automation-actions) - [Run a Workflow](/ai-automation/automation/incident-workflows) - [Change Type](/incident-management/incidents/incident-types#set-or-change-an-incident-type) All incident actions performed in Microsoft Teams update the incident in PagerDuty. ![A screenshot of the Microsoft Teams UI showing a PagerDuty incident card](/images/kb/e48db56dc9f1eb121c14ff5445d8cd4dfa4bb1fd8cd0dfc4eaff1dc44e705007-ms_teams_incident_card.webp) _Incident card_ ### Update Custom Fields You can update an incident's [custom fields](/incident-management/incidents/custom-fields-on-incidents) via command. > **Incident Dedicated Chats Only:** Custom fields can only be updated within an incident's [dedicated > chat](/integrations/microsoft-teams/microsoft-teams-user-guide#create-microsoft-teams-dedicated-chats) > . 1. In an incident's dedicated chat, click on the right side of the message box, then select **PagerDuty**. 2. Select your **custom field** and update the value. ## Create Microsoft Teams Meetings Users can create Microsoft Teams meetings that are assigned as the incident-specific [Conference Bridge](/incident-management/incidents/conference-bridge) in PagerDuty incidents. All incident responders are automatically added to the meeting if their PagerDuty and Microsoft Teams user accounts are [connected](#who-is-automatically-added-when-pagerduty-creates-a-teams-meeting-or-chat). New responders joining a meeting have access to all prior chat history. > **Default Behavior for Creating Meetings:** With the optional _Calendars.ReadWrite_ permission granted to the application, PagerDuty creates a calendar event and attaches a Microsoft Teams meeting, which is used as the incident's conference bridge. The event appears on the calendar of the [meeting organizer](#who-is-assigned-as-the-organizer-when-pagerduty-creates-a-teams-meeting). > > If you prefer to create meetings without calendar events, you can revoke the optional permission, but you will need to [manually configure](/integrations/microsoft-teams#to-enable-pagerduty-to-create-microsoft-teams-meetings) an access policy to allow the application to create meetings. There are three ways to create Microsoft Teams meetings: - [Create a meeting conference bridge from Microsoft Teams](#create-a-meeting-conference-bridge-from-microsoft-teams) - [Create a meeting conference bridge from the PagerDuty web app](#create-a-meeting-conference-bridge-from-the-pagerduty-web-app) - [Create a meeting conference bridge through Incident Workflows](#create-a-meeting-conference-bridge-through-incident-workflows) ### Create a Meeting Conference Bridge From Microsoft Teams 1. After an incident notification posts in a Microsoft Teams channel, click **Create Meeting** from the incident actions. ![Create Meeting button on the incident notification card](/images/kb/30d6eba7fc1977219ee868ebde4a43a5ff86d1d2354f398a1d9151fb90a0b65f-create_meeting.webp) _Create Meeting_ 2. When the confirmation message appears, click **Confirm** to add all current responders with linked PagerDuty accounts automatically. 3. After the meeting is created, **Create Meeting** is replaced by **Join Meeting**. The dial-in number, if available, is populated in the incident notification card. ![Incident notification card showing meeting details including dial-in number](/images/kb/08476ce1a652719ecf243a8b6d88d338dcec0e0d7b4e5124f073a3efc986d87f-ms_teams_card_conf.webp) _Meeting details on the incident notification card_ 4. In PagerDuty, the meeting link and dial-in number, if available, appear on the incident's Conference Bridge and on a new note. The incident timeline shows an entry indicating that the meeting was successfully created by the [meeting organizer](#who-is-assigned-as-the-organizer-when-pagerduty-creates-a-teams-meeting). ![PagerDuty incident showing meeting link and dial-in number on the Conference Bridge](/images/kb/9fcc546d0bccd09150b2827143ba32855de0025687a5f5f058846533d245e651-pd_incident_-_conf.webp) _Meeting details on the PagerDuty incident_ #### Join and Use a Microsoft Teams Meeting Conference Bridge 1. Click **Join Meeting** on the incident notification to join the Microsoft Teams Meeting Conference Bridge. ![Join Meeting button on the incident notification card](/images/kb/81fc8dc0d10a9d09d911bcf7e766150588ad561308c964a23417fd6c1bbd44ad-join_meeting.webp) _Join Meeting_ 2. All comments made in the meeting chat — found by clicking **Show Conversation** at the top of the screen — sync with the Chat in the Microsoft Teams console, so you can request help from team members not currently in the meeting. ### Create a Meeting Conference Bridge from the PagerDuty Web App You can create Microsoft Teams meetings directly from a PagerDuty incident's details page when the following conditions are met: - The incident does not already have a [conference bridge](/incident-management/incidents/conference-bridge). - The account has not configured the [Zoom integration](/integrations/zoom-integration-guide). 1. Navigate to an incident's details page in the PagerDuty web app. 2. Click **Create MS Teams Meeting**. 3. After the meeting is created, the meeting link and dial-in number, if available, appear on the Conference Bridge and on a new note. The incident timeline shows an entry indicating that the meeting was successfully created by the [meeting organizer](#who-is-assigned-as-the-organizer-when-pagerduty-creates-a-teams-meeting). ![PagerDuty incident showing meeting link and dial-in number on the Conference Bridge](/images/kb/be0a1912572e1ba817108ba434d3d5f05d94df9597db9c809f8aabd9d571816d-pd_incident_-_conf.webp) _Meeting details on the PagerDuty incident_ ### Create a Meeting Conference Bridge through Incident Workflows You can create Microsoft Teams meetings via Incident Workflows. See [Create Conference Bridge in Microsoft Teams](/workflow-actions/microsoft-teams/create-conference-bridge-in-microsoft-teams) for more information. ## Create Microsoft Teams Dedicated Chats You can add a Microsoft Teams dedicated chat to an incident. This automatically adds [connected responders](#who-is-automatically-added-when-pagerduty-creates-a-teams-meeting-or-chat) to the chat. The incident chat includes an incident notification card with real-time incident updates and incident action buttons. There are two ways to create Microsoft Teams dedicated chats: - [Create a dedicated chat from Microsoft Teams](#create-a-dedicated-chat-from-microsoft-teams) - [Create a dedicated chat through Incident Workflows](#create-a-dedicated-chat-through-incident-workflows) ### Create a Dedicated Chat from Microsoft Teams 1. After an incident notification posts in a Microsoft Teams channel, click **Create Chat** from the incident actions. ![Create Chat button on the incident notification card](/images/kb/3d1ba8d13d4f49fcd24b6f61f7ed09845f6d8fb90003502df9c52da24e77bb7c-create_chat.webp) _Create Chat_ 2. After the dedicated chat is created, the chat's link is populated on the incident as a new note. #### Join a Microsoft Teams Dedicated Chat Click **Join Chat** on the incident notification card to join the Microsoft Teams dedicated chat. ![Join Chat button on the incident notification card](/images/kb/b82f55bd416d75d77b8fa1079ead40eeb21161a463401eb051c034cf1b903f23-join_chat.webp) _Join Chat_ ### Create a Dedicated Chat through Incident Workflows You can create an incident's dedicated chat via Incident Workflows. See [Create a Dedicated Chat in Microsoft Teams](/workflow-actions/microsoft-teams/create-a-dedicated-chat-in-microsoft-teams) for more information. ## View Impacted Applications in Microsoft Teams View customer service application impact during an incident in Microsoft Teams. Services with [Salesforce](/integrations/salesforce-service-cloud-integration-guide) or [Zendesk](/integrations/zendesk-integration-guide) integrations list the number of cases related to the current incident, with links to individual cases. ![Microsoft Teams incident card showing impacted Salesforce and Zendesk applications with case counts](/images/kb/76914c9d5e38b24d343d5b652fb3022d5f2140e05f6006f733534d74f63ca800-small-view-impacted-apps-ms-teams.webp) _View impacted applications in Microsoft Teams_ To view individual cases: 1. Click `[#]` **Cases** to the right of the application you want to view. 2. In the modal that appears, click a **case number** to navigate to the integrated application and view the case. ![Modal showing a list of associated Salesforce or Zendesk cases](/images/kb/a6a4fab0e1fbcea72e4ce2480cf3a2df5310f4a6db44b67720bd84463c567522-small-view-impacted-apps-ms-teams-modal.webp) _Associated cases_ ## MS Teams Incident Workflow Actions Incident Workflows allow you to run a workflow to create a Microsoft Teams dedicated chat or conference bridge. See the [Microsoft Teams Workflow Actions](/workflow-actions) library for more information. ## Delegated vs. Application Permissions Delegated permissions let a Microsoft Teams app act as the currently signed-in user, while application permissions let the app act as itself without any user present. > **Migration Path:** If your organization is currently using application permissions and wants to transition to delegated permissions, follow these steps: > > 1. An IT admin approves delegated permissions in Entra ID (one-time action). > 2. Each user executes the `graphAuth` command in the Teams app via personal conversation with the PagerDuty app. > 3. Once all users have completed step 2, the IT admin can revoke the application permissions. ### Delegated Permissions Used when a user is signed in and the app is calling Microsoft Graph on behalf of that user — for example, a Teams tab or bot using SSO. - Effective access is the intersection of what the app has been granted (scopes such as `User.Read` and `Chat.Read`) and what the user themselves is allowed to do. - Consent can be given by users for low-risk scopes, or by an admin to cover all users, depending on Entra ID consent policies. - Typical use: reading a user's own chats, profile, calendar, or files in the context of that user's session in Teams. ### Application (App-Only) Permissions Used when the app runs without any signed-in user — such as background services, daemons, or lifecycle apps that manage Teams data at scale. - The app acts with its own identity (app role) and can access data across users and teams, subject to the app permissions granted (for example, `Chat.Read.All` and `Team.ReadBasic.All`). - Only admins can consent to application permissions. They are treated as higher risk and cannot be classified as low-risk for user self-consent. - Typical use: compliance and archive jobs, analytics, provisioning or governance services that need org-wide Teams or chat access. ### How This Maps to Teams Apps Teams apps can request both [Microsoft Graph delegated scopes](/integrations/microsoft-teams#what-microsoft-graph-permissions-are-required-by-the-pagerduty-app) and app-only (application) permissions, as well as Teams-specific resource-specific consent (RSC) permissions in the app manifest. RSC Application permissions in the manifest let the app operate within a specific team or chat when added there — for example, creating channels or managing tabs — while Graph delegated permissions are used when the app needs user-context data such as profile or mail. ## FAQ **Who is assigned as the organizer when PagerDuty creates a Teams meeting?** Depending on the scenario, a different user is set as the meeting organizer in Teams: | Scenario | Meeting Organizer | | :----------------------------------------------------------------------- | :---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | A user clicks **Create Meeting** in Teams | The user who clicks the button. If their accounts are not linked, PagerDuty tries incident responders next, then falls back to the user who configured the integration. If no one has linked accounts, PagerDuty tries to match users by email. | | A user clicks **Create MS Teams Meeting** in the PagerDuty incident page | Same as above. | | An Incident Workflow runs automatically | The user assigned to the incident. If their accounts are not linked, PagerDuty tries other responders, then falls back to the user who configured the integration. If no one has linked accounts, PagerDuty tries to match users by email. | | An Incident Workflow is manually triggered | Same as above. | **Who is automatically added when PagerDuty creates a Teams meeting or chat?** Along with the [meeting or chat organizer](#who-is-assigned-as-the-organizer-when-pagerduty-creates-a-teams-meeting), incident responders are automatically added to the meeting or chat if: - Their PagerDuty and Microsoft Teams user accounts are [linked](/integrations/microsoft-teams#link-pagerduty-and-microsoft-teams-user-accounts), or - Their PagerDuty and Microsoft Teams user accounts' email addresses match and the _User.ReadBasic.All_ permission has been granted to the application. **How are Teams meetings and chats created in PagerDuty?** **Who creates the meetings or chats?** When PagerDuty creates a Teams meeting or chat for an incident, it selects an organizer in the following order: | Priority | Organizer | | :------------ | :--------------------------------------------------------------------------- | | First choice | The user who triggered the action (for example, clicked **Create Meeting**). | | Second choice | An incident responder. | | Third choice | The account administrator. | **Requirements to be an organizer** | Organizer | Requirement | | :------------------------------------------- | :---------------------------------------------------------------------------------------------------------------------------- | | For the user who triggered the action | Must have their PagerDuty and Microsoft Teams accounts linked.
Must have permission to manage the incident in PagerDuty. | | For responders and the account administrator | Must have their PagerDuty and Microsoft Teams accounts linked. | > **Tip:** For best results, at least one organizer should have their PagerDuty and > Microsoft Teams accounts linked. If no linked accounts are found, PagerDuty > tries to match users by email, as long as the _User.ReadBasic.All_ permission > has been granted. **How are responders added?** PagerDuty uses one of the following methods to add responders: - **Linked accounts** (preferred): If a responder has linked their PagerDuty and Microsoft Teams accounts, PagerDuty adds them directly using their Microsoft Teams identity. - **Email lookup** (fallback): If the responder's accounts are not linked, PagerDuty retrieves their email address from PagerDuty and searches for them in Microsoft Teams using that email address. **How do I change the fallback user?** There are two ways to control who acts as the organizer, depending on the scenario. **Option 1: Set a default organizer in the Incident Workflow action** For meetings and chats created through Incident Workflows, select a default organizer directly in the workflow action configuration. That user is tried first as the organizer instead of the incident assignee. This is the simplest option when the trigger is an Incident Workflow. **Option 2: Re-authorize the integration** For scenarios where a default organizer cannot be set — for example, a user clicking **Create Meeting** in Teams — the last-resort fallback is the PagerDuty administrator who authorized the integration. To change that person: 1. Have the new desired fallback user navigate to the Microsoft Teams public channel where PagerDuty is connected. 2. Type `@PagerDuty authorize` in the channel. 3. A direct message from the PagerDuty bot appears with an **Authorize** button. Click **Authorize**. 4. A browser window opens. Log in with the new fallback user's PagerDuty admin credentials. 5. Repeat these steps for each Microsoft Teams workspace connected to your PagerDuty account. > **Note:** You do not need to disconnect the app. Your existing configuration is > preserved.