Is there a way to customize how the On-Call Calendar is viewed?

[Kyle Wiley]

We are about to start leveraging the On-Call calendar in SN but more for informational purposes at this time instead of for actual escalations.

The question I have, is there a way to add a phone number to display as well as the user's name on the calendar? Either through free text or through pulling the phone number from the user's local SN profile?  

Also, can you edit the Primary, Secondary, Tertiary, etc. options to different options such as On-Call, Triage, Backup, etc?

[robpickering]

Kyle,

I don't believe you can easily customize the calendar look or data shown.

Adding phone numbers would make it even busier.   Ultimately, the purpose is informational, with the actions prescribed underneath to be automated (automatically calling people, SMSing them, etc.).  

There is a thread here that looked at addressing the phone number issue:   Re: Can on-call person's phone number be display on the on-call calendar in addtion to just name?

-Rob

[shivanipatel]

Kyle,

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[akaupisch]

Modding the calendar can be problematic for upgrade purposes. The way we handled it was to create a new field on Incident called u_on_call_primary and u_on_call_secondary...these were reference fields that were read-only. Then, we had an onchange event on the assignment_group field. When it changed groups, we would determine who the oncall prim and sec were, and add them to the respective fields. There is a sys_property that allows you to drill into a read-only ref field, so they can get the information (although it pops up by hovering over the field next to the ref. You could add 4 fields if you wanted, on-call-prim and on-call-prim-phone and secondary equivs. Hve the 'phone' point to the phone in the ref field...fairly simple. The other benefit of doing it this way was that it tags the record with who was oncall that day. As schedules change/etc, it can be hard to track who what when where and why. This allows for accountability and post-mortem research as to who handled the incident. Might not be exactly what you are looking for, but it is some food for thought on how you handle incidents...

[Kyle Wiley]

We are not looking at doing any type of notifications at this time or escalations through SN when it comes to On-call, therefore I don't believe we need to go down the route of creating new fields at this time.   We are currently using Outlook for our On-call calendar and it displays how long the user is on call and what their phone number is, just for reference.  

The functionality that we wanted to use in the out of box configuration is being able to schedule on call as a rotation and not something that necessarily has to be done from scratch every week or every few weeks.   We would just like a way to display the user's phone number on the calendar somehow, short term.   Eventually, we will leverage the escalations and notifications but that is not high on the priority list at this time.

What about the hover option on the calendar?   I noticed that when you hover over a rota or the on-call user that the hover information is the same information that is displayed on the calendar.   Is there is a way to customize the hover information without compromising the calendar?   Or is that setting something that is global for all calendars that cannot be changed?