Can On-Call Schedule work on Demands?

[yjeon92]

I wanted to know if I should make a system property + business rule or if I can use the on-call scheduling to assign all unassigned demands to certain team members on a monthly rotation.

Is that even possible?  

[Faiz Ahmed Moha]

Hi @yjeon92 

If I understood this correctly, I believe you may just need to create a scheduled job with a script to check all unassigned demands and assign it accordingly.

Please Mark it as 'Helpful' and 'Accept Solution ' if this was helpful.

Regards,

Faiz Ahmed

[yjeon92]

@Faiz Ahmed Moha 

So I asked previously about this and someone suggested that I create a system property and business rule in order to achieve this.  

Is this also what you're suggesting?

[sourav1999]

Yes, it is possible to assign all unassigned demands to certain team members on a monthly rotation. You can achieve this by using a combination of ServiceNow's On-Call Scheduling and Assignment Rules. Here's a high-level overview of how you can implement this:

1. Create an On-Call Schedule:

- Navigate to "On-Call Scheduling" in ServiceNow.

- Create a new On-Call Schedule for your team.

- Define the rotation period (monthly in your case) and assign team members to each rotation.

2. **Create an Assignment Rule:**

- Navigate to "Assignment Rules" in ServiceNow.

- Create a new Assignment Rule for your demands.

- In the conditions, specify that the demand is unassigned.

- In the "Assign to" field, use a dynamic reference to the On-Call Schedule you created. This will assign the demand to the current on-call person.

3. Create a Business Rule (Optional):

- If you want to automate the assignment process, you can create a Business Rule.

- This Business Rule can be triggered when a new demand is created or an existing demand becomes unassigned.

- In the script, use the GlideRecord API to apply the Assignment Rule to the demand.

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