Regarding How to assign RITM through on-call scheduling

[VishaalRanS]

Can you please provide an update on how RITM assignments can be handled via On-Call Scheduling? – How much is possible OOB vs where we would need customization?

[Community Alums · Accepted solution]

Hi @VishaalRanS ,

Please watch this video :https://www.youtube.com/watch?v=Bmv-lBoEnt8

[Anantha27 · Accepted solution]

Hi @VishaalRanS 

Handling RITM (Request Item) assignments via On-Call Scheduling in ServiceNow involves configuring the On-Call Scheduling feature to ensure that tasks are assigned to the appropriate personnel based on their availability. 

Navigate to On-Call Scheduling in ServiceNow.

Create or update on-call schedules for the relevant assignment groups. This involves defining shifts and assigning users to these shifts.

Thank you.

[Sai Krishna6147 · Accepted solution]

Hi @VishaalRanS 

To address RITM assignments via On-Call Scheduling in ServiceNow, you can leverage a combination of OOB features and customizations:

OOB Features:

1. On-Call Schedules:

   • Define on-call schedules for different teams or groups.
   • Assign RITM records to these schedules.
   • ServiceNow will automatically route the RITM to the on-call user based on the schedule.

2. On-Call Assignment Rules:

   • Create rules to determine which on-call user should receive the RITM based on various criteria (e.g., priority, category, location).

3. On-Call Notifications:

   • Configure notifications to alert on-call users when they are assigned a RITM.

Customizations:

1. RITM Assignment Script:

   • Write a script to handle more complex assignment logic (e.g., assigning based on specific skills or availability).

2. On-Call User Interface:

   • Customize the on-call user's interface to provide a better experience (e.g., showing a list of assigned RITMs, allowing for quick actions).

3. Integration with Other Systems:

   • If necessary, integrate On-Call Scheduling with other systems (e.g., ticketing systems, monitoring tools) to automate processes.

[Ramesh_143]

Hi @Sai Krishna6147 , 
Thanks for your insight given which is useful and added value to my answer
Thanks & regards,

Ramesh.

[Ramesh_143 · Accepted solution]

Hi @VishaalRanS , 

Handling RITM assignments via On-Call Scheduling in ServiceNow is limited out-of-the-box (OOB) but can be extended with customization.

OOB Capabilities:

• On-Call Scheduling allows you to define schedules, rotations, and escalations for incidents and tasks.
• You can notify on-call users or groups when incidents are assigned, but RITM assignments are not directly supported OOB.

Customization Needed:

• RITM Assignment: Custom business rules or scripts are needed to apply on-call scheduling to RITMs.
• Assignment Rules: Create custom workflows to dynamically assign RITMs to on-call users.
• Escalation: Implement custom escalation paths for unhandled RITMs.
• Notifications: Set up notifications for on-call users specifically for RITM tasks.