Email integration issue
This summary is created by Generative AI and may differ from the actual content.
Overview
Between January 5, 2026 at 16:33 UTC and January 14, 2026 at 03:30 UTC, PagerDuty experienced an incident resulting in the deletion of a small subset of email and event API integrations created on or after November 7, 2025. Less than 0.1% of integrations were impacted across accounts in the US and EU service regions. Following this incident, our team conducted a thorough review and is taking measures to prevent similar issues, including refactoring the logic that caused the integrations to be incorrectly associated with incorrect app records, implementing stricter safeguards and validation steps around deletion operations, and accelerating technical improvements regarding the application ecosystem.
Impact
Less than 0.1% of integrations were impacted across accounts in the US and EU service regions. Events sent to the affected integrations were accepted by our system, but were subsequently dropped without processing or notification.
Trigger
A routine cleanup task performed by our application management system on January 5, 2026 at 16:33 UTC, which resulted in the erroneous deletion of some email and events API integration records.
Detection
The issue was identified by our engineering team on January 13, 2026, and a repair script was executed to restore deleted integrations in both the US and EU regions by January 14, 2026 at 03:30 UTC.
Resolution
A repair script was executed to restore deleted integrations in both the US and EU regions, enabling full event processing for all affected customers. Additionally, measures are being taken to prevent similar issues, including refactoring the logic that caused the integrations to be incorrectly associated with incorrect app records, implementing stricter safeguards and validation steps around deletion operations, and accelerating technical improvements regarding the application ecosystem.
Root Cause
The root cause of the incident was the incorrect association of integration records with the wrong parent app record, which led to the removal of the app record and the subsequent deletion of the impacted integration records during the routine cleanup task.