On-Call Conference escalation via Major Incident Workbench

[Geoff_T]

I am experimenting with on-call scheduling for Primary, Secondary contacts etc when a Major Incident is spun up. Below article is helpful:

https://www.servicenow.com/community/itsm-articles/how-to-use-groups-with-the-notify-conference-call...

My question is do I need to create an on-call scheduling trigger rule to initiate 'On-Call: Conference Call Escalation' workflow (I'm aware this is all moving to flow if not already). Anyone implemented similar from the workbench? 

Thanks

[NavinAgarwal]

Hi @Geoff_T ,

Yes, you typically need to create a specific "On-Call Scheduling trigger rule" within the On-Call Scheduling module to initiate workflows like 'On-Call: Conference Call Escalation'. While these workflows are transitioning to Flow Designer, the underlying concept of triggering the flow based on a specific condition, such as an incident being created and matching the on-call group, remains the same.

Considerations:

Moving to Flow Designer: As you noted, these processes are moving to Flow Designer. The core concept of defining a trigger that starts a flow remains, but the interface and capabilities are evolving.

Out-of-Box (OOB) Behavior: The 'On-Call: Send Notification' workflow activity is responsible for initiating a notify conference call in the out-of-box configuration. Your custom implementations might use similar logic within a Flow Designer flow.

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