On-Call User Information

[DrewP]

I am new to service now, and my company is trying to integrate webex and service now together on some levels. Specifically on call. Currently any user that is on call manually calls in and changes their phone number over, but we are trying to automate that process and it starts with grabbing the specific user that is on call.

I have been able to pull a specific user, but it is not the correct one because it seems as if Service now is recalculating the shift based off of the original start date of the shift and not the current date. When our on call schedules were first created we built them using the default configuration of service now, attached is my script that I am trying to build to accomplish this task.

Any help with this would be greatly appreciated!

P.S. This is my first forum post so if there is any other information needed I am happy to get that if it means I can stop banging my head against this.

[Dr Atul G- LNG]

Hi @DrewP 

Have you explored the SN On-Call Scheduling module? might be helpful.

[DrewP]

I have been exploring that, and I cant seem to find where/how SN tracks the on call user. I know where the shifts are and the roster, but when I look at dates for all the users they are all way in the past when they were first created like 2021, so it seems like SN is doing some calculation rather than stating who is on call statically somewhere.

[Dr Atul G- LNG]

Okay @DrewP 

Sorry, cant help much.