Add option to configure an alert as Low Urgency for PagerDuty

[cseas]

Problem Statement

All alerts created from Sentry are reported as High Urgency on PagerDuty. We don't have any option to configure their urgency.

Solution Brainstorm

We need an option in alert configuration to set an alert as "Low Urgency" when its reported to PagerDuty. This is a critical requirement for us because our on-call developers receive phone calls for "High Urgency" alerts and we don't want to spam them for every alert created by Sentry.

[getsantry]

Assigning to @getsentry/support for routing ⏲️

[getsantry]

Routing to @getsentry/product-owners-alerts for triage ⏲️

[scefali]

Seems like a decent idea, adding to our backlog.

[abhieshekumar]

➕1, to the issue.

[Dhrumil-Sentry]

This should be supported for both Issue and Metric Alert rules

[cathteng]

We are able to allow customization for the severity of the alert via the Pagerduty API https://developer.pagerduty.com/api-reference/368ae3d938c9e-send-an-event-to-pager-duty, and are adding support for this.

But whether an alert is high or low urgency is only configurable on the Pagerduty side. https://support.pagerduty.com/docs/configurable-service-settings#step-one-configure-urgencies-on-a-service

Edit:
Seems like this also happens

If an incident's urgency is set either in the web/mobile app or through the REST API when an incident is triggered, then that set urgency level will override whatever urgency setting is set on that service.

Edit x2:
The default translation of severity to urgency is here https://support.pagerduty.com/docs/dynamic-notifications#severity-and-urgency-mapping

[Dhrumil-Sentry]

This has been shipped, please see the changelog: https://sentry.io/changelog/change-the-severity-for-your-pagerduty-and-opsgenie-alerts/