Hi everyone,
I'm working on a ServiceNow on-call notification setup using the OOB On-Call Assign subflow and a 3rd party integration to initiate calls to on-call users.
Currently, when integration calls the user, it plays a text message and disconnects. I want to implement an acknowledgment mechanism after the call is generated, so ServiceNow can identify whether the user has acknowledged the alert.
For example, if the Primary user does not acknowledge the alert within 5 minutes, the system should escalate to the Secondary user, followed by the Tertiary user if necessary.
My main question is: How can I configure acknowledgment after an outbound call is initiated .Should the user press a key on the phone (DTMF), or is there an existing ServiceNow OOB feature or configuration that supports this?
I would appreciate any guidance on the recommended approach and how to implement it with minimal custom scripting.
Thanks in advance!
