On-Call Escalation Icon not appearing on Incident

[Sue Frost]

We are doing a proof of concept for the On-Call module. We have the module installed and we can see that it's working and escalations are happening.

However, the icon to Track Escalations isn't appearing beside the Assignment Group.

I've confirmed that the Incident and Assignment Group has an active escalation (it's visible in the Work Notes) and that the property "com.snc.on_call_rotation.log_escalations" is set to TRUE. 

I need to figure out why the icon isn't appearing.

Personal Instance - looks good:

But our development instance - nothing:

[blakemolmen]

Hi Sue,

If I had to guess, I would bet the dictionary override for (I'm assuming your working with incident records) your Assignment Group on incident is missing "ref_contributions=on_call_escalation_tracking" as part of the field attributes. (if ref_contributions is already there then just add ";" after the existing ui macro name and add on_call_escalation_tracking after it (but before any",")

For example: 


I created a post on how to enable the tracking icon on any records. See How to Enable the " On-Call Escalation Tracking" icon for the 3 keys I found need to be in place to make that Icon work 🙂

Hope this helps!

[Sahil6633442]

Hello blakemolmen,
We are configuring the On-call escalation tracking icon. and whatever steps you mentioned we did the same, but after all the configuration the icon is not reflecting, like it's not working.
Hope you reply soon.
 

[Blake At Anders]

Hello - All i know about the tracking icon is documented in the post linked above. For Incident you should just need to enable the tracking property and add the attribute to the field. Incident should already have the client script I referenced (double check just to make sure), if you are working on a record other then incident then you will need to add the client script to that record type. Beyond that if its still not working I would suggest opening a ticket with support.