onCallRotation.getEscalatees function not returning on call members for specific shift

[Saranya2]

Hi All,

I am facing issue while returning on call members from specific shift. we have 2 shifts (shift A & Shift B) for a single group. I want to use only 1 shift (Shift A) and on call members from that shift in my logic. I have tried below code by passing group and shift (Shift A) as an argument, But it does not return anything. returning empty array []. if I am passing Shift B as an argument it is returning members.. But I need shift A , I am not sure what is the difference &I couldn't figure out the issue.. Can anyone please help me.. Thanks in advance.

Note: Both Shift A & Shift B have same members only order is different. 

var groupSysId = '8a5055c9c61122780043563ef53438e3'; // group sysid
var onCallRotation = new OnCallRotation();
var rota = '501ae7ada8812300964fb5fe74c31e3c'; // sysid of shift
var result = onCallRotation.getEscalatees(groupSysId, rota);
gs.log(JSON.stringify(result));

Thanks,

Saranya

[Tony Chatfield1]

Hi, I am not an on-call expert but I don't believe that having 2 concurrent 'shifts' would be a valid configuration. The purpose of on-call schedule/shifts is to identify a 'team' that is supporting XXX during any identified period in time, not 'teams' and I would not expect multiple shifts to be valid.

Definitions of On-Call Scheduling terms (servicenow.com)

Shift

A shift is the time period during which the members of a roster are on-call. You can view the details of any shift from the calendar.

Roster

A roster is a set of members that is on call for a shift. Because there is typically a roster for each escalation level (primary, secondary, tertiary), there are typically multiple rosters for a shift. The members of any roster are contacted in the order that is defined by the escalation policy.

Roster members (members)

The members of a roster are the users that have been added to a single roster. Roster members typically have the itil role. During an assigned shift, members must be available to act if notified of an escalation.

• Users must be members of the same group.
• The shift manager (rota_manager role) might or might not be a roster member.