Issue actioning incidents in bulk through the Incidents page
This summary is created by Generative AI and may differ from the actual content.
Overview
PagerDuty customers in all service regions experienced issues with the Incidents List page between November 3, 2025, 17:22 UTC and November 4, 2025, 15:07 UTC. The issue prevented bulk actions (Acknowledge, Merge, Re-assign, Resolve, Snooze) when the incidents table contained any incident with more than 5 assignees. This was caused by the removal of a critical navigation route during a frontend modernization, which was not detected by internal monitoring but reported by users.
Impact
All PagerDuty customers in all service regions were affected. They were unable to select incidents or use bulk action buttons (Acknowledge, Merge, Re-assign, Resolve, Snooze) on the Incidents List page if the incidents table contained any incident with more than 5 assignees; these buttons appeared greyed out. Bulk actions remained functional via the API, the Incidents Details page, the PagerDuty Operations Console, and the Services page (for incidents associated with the same service). If the incidents table did not have any incidents with more than 5 assignees, bulk operations were unaffected.
Trigger
On November 3, 2025, at 17:22 UTC, a frontend modernization effort involved the removal of a navigation route from the codebase, which was mistakenly believed to be unused.
Detection
Internal monitoring systems did not detect the error caused by the missing route. The issue was brought to attention through reports from affected users. A major incident was subsequently raised on November 4, 2025, 13:14 UTC, to investigate.
Resolution
The root cause was identified as the removed navigation route. The change was reverted, restoring the removed route. Functionality to the Incidents List page was fully restored by November 4, 2025, 15:07 UTC.
Root Cause
During a frontend modernization, a navigation route was removed from the codebase, which was still actively used by the Incidents List page. This specific route was essential for handling the display of incidents with more than 5 assignees in the "Assigned To" column. Its absence led to an error that prevented the bulk selection checkboxes and bulk action buttons from functioning correctly, causing them to appear greyed out, whenever an incident with more than 5 assignees was present in the table.