We are looking into moving our schedules and shifts from PagerDuty to On-call Scheduling in ServiceNow.
The out-of-the-box On-call Scheduling implementation covers two situations on triggering alerts:
Situation 1: A new P1 case is open.
Situation 2: A P1 case is transferred from another team.
However, currently we use two other situations that are NOT covered by On-call Scheduling:
Situation 3: The priority on an existing case has been raised to P1. The case is already assigned.
Situation 4: A priority case has been updated. The case is already assigned.
I'm looking for any suggestions on how to implement/resolve situation #3 and #4 in On-call scheduling.
Thanks,
Marek
