We're a managed operations team and we're all on duty during business hours. Although we can of course config Nagios to only send email to PagerDuty out of business hours, it would be convenient if we could set those times up in PagerDuty. Also think of the situation where we want someone on duty during business hours, but the customer no longer wants to pay for our 24x7 support.

The current model of specifying some users and having pagerduty do the rest is very nice but makes for lots of work if the agreed on rotations are unusual (for example there's a user who only does one week out of a month while another who is willing to do 2 weeks at a stretch as long as they get a month in between, etc.)

Currently, if an alert comes in via email while I'm on my mobile, the easiest way to resolve it is wait for the phone call several minutes later. The website that it links to isn't very mobile friendly.

This would be much easier if there either:

* a unique link generate for escalate, suppress, or escalate actions that allowed performed that action with one click
* a mobile/iPhone friendly website that made taking action on an alarm while mobile much easier

Webhooks (http://webhooks.pbworks.com/) as a notification method would allow for almost endless customization on the end-user side. For example, we'd like alerts to be delivered to Campfire - if you supported webhooks, PagerDuty wouldn't have to write any code to support Campfire, we'd just setup a little webapp that did that for us, and point PagerDuty at it.

GitHub's open source services repository is a great example of how webhooks can allow extensibility of an application by it's end users with little-to-no work by you! http://github.com/github/github-services/tree/master

We would like to be notified via MSN or SKYPE chat message when alarm occurs.

The response chat message from us could then for instance signal that the alarm has been handled.
---------------------------------------
Example:

PagerDutyAlarmFriend: Alarm XZY was triggered. Please enter ok, to register your acknowledgement.
User: ok
--------------------------------------------

Thank you.

It'd be pretty awesome to have API access to pulling down Incidents as JSON or XML or similar.

The use case I'm thinking goes like: we're getting a lot of noise into our pager rotation, and would like to start generating reports about what happened over the course of someone's shift. Hopefully, we'll be able to identify particularly noisy and annoying incidents, and figure out how to eliminate them. I did this by hand for my last shift, and it took 15-30 minute to copy pasta from the web interface and start to group the incidents by hand. I'd imagine a pretty small script or a tiny webapp to help automate that scraping and categorizing.

Another case would be I'd imagine would be tracking how many incidents per hour or per day or whatever, and dumping that into scoutapp.com so we can get pretty graphs to track the rate that incidents come in.

Phone messages start with "This is a call from pagerduty..." we'd like to replace this with "This is an alert from MyCompanyName" or possibly the ability to use a 5 second mp3. Obviously this only makes sense for partners.

Stretch goal: let us configure the message completely, with a template.

Currently the only info that comes through on emails, SMS and phone calls in the email subject. If there is space in the SMS and on the email it would be much better to include the beginning of the email body so more information is conveyed to the on call staff.

For example:
Email Subject: help me
Email Body:
Hi support, please call me on 999111992
i have a problem with my da da da

Currently the SMS would just say 'help me"

It would be better if (limited to a set of chars) it would say
'help me: Hi support, please call me on 999111992 i have a...'

Also with some automatic monitoring systems you can't always put the information you need into the subject line.

It would be nice if we could customize the template used to generate the email alerts. Subject and changes to the footer of the message come to mind. It would be great if PagerDuty would pickup variables from the email that it received and forward those in to the template. For example the alert that PagerDuty receives would have something like this:

VARIABLENAME: value
HOSTSTATUS: down

and these variable could then be used in the template emails somewhere.