Status page components change status before we acknowledge the PagerDuty incident

[Ash Smridhi]

Hello,

We have integrated the PagerDuty App using this webhook:

https://webhooks.statuspage.io/pagerduty_webhooks/create

We want to only create an incident for any of our components once we acknowledge the PagerDuty incident. This part is working well.

However the status of the component changes automatically as soon as PagerDuty service is triggered. 

Is there any way to not let the status of the component change before we acknowledge the incident? 

[Jesse Klein]

Hello Ash,

I'm Jesse from the Statuspage support team. Thanks for reaching out in the community! Within the PagerDuty app section of Statsupage, if you do not select any components to be changed and only start an incident, you can use your template to define what components are affected in the incident and leave them as operational in the template. This way, you wont set any components to a degraded state but still have the incident go off when you acknowledge the alert.

Hopefully that helps make some sense of it but if you have any questions, definitely feel free to reach out.

Regards,
Jesse

[Ash Smridhi]

Hi Jesse,
Thank you for the quick response. This is very helpful. I do have a question though.

We still would like to change the status of the component when the incident is created. If I remove the component rule from the PagerDuty app section then, when the incident is created the component remains at "operational" status.

We want the status to change to degraded/major outage/partial outage after the incident is created. Right now it does the status change before PD alert is acknowledged and the incident is created. 

Is there a way to change the component status after the incident is created?

[Abraham Musalem]

Hey Ash, 

You can tweak when the status is changed by tweaking the rules of the integration. An example of that can be seen here in step 7a: 
- https://support.atlassian.com/statuspage/docs/set-up-a-pagerduty-integration/

Hope this help! 

Abraham 
Statuspage Support 

[Ash Smridhi]

Hi Abraham,

Thank you for your response.

That is the exact rule I had to remove in order to stop PD from changing the status of the component before the incident is acknowledged. So if I bring it back then my initial issue will continue to happen.

To be clear our initial PagerDuty rules on a service was set like this:

However it results in the component changing the status to Partial Outage before we have acknowledged the PD notification and an incident is created.

I thought the initial suggestion was to remove this `Component rules` section. We saw that upon removing this section the component was no longer changing status before PD notification acknowledgement. 

This created a new question, how would we change the status automatically post notification acknowledgement. 

Please let me know if there is anyway to fix this issue.

Thanks,

Ash