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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[kaushal_snow]

@Geoff_T ,

You don’t necessarily have to create a separate on call scheduling trigger to drive On-Call: Conference Call Escalation, but it is common to use an escalation trigger rule (tied to on-call schedules and escalation policies) that kicks off such workflows based on conditions (e.g. Major Incident opened), the workbench UI can use that underlying configuration to surface the conference escalation setup automatically.........

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.