Send notification to On-call person instead of entire group

[MBMRED]

Is it possible to send notifications to a team's on-call person when their team is assigned an incident/task, as opposed to sending notification to the entire group?

We're seeing a very high number of emails going to entire teams when their team is assigned an incident or task.  We'd like to reduce this to the team's on-call person. 

Is this process built into the system, or would we need to build the notification?

Thanks in advance.

[Nikhil Bajaj9]

Hi @MBMRED ,,

These links may be helpful:-

https://www.servicenow.com/docs/bundle/washingtondc-servicenow-platform/page/product/notify2/task/t_...

https://www.servicenow.com/docs/bundle/zurich-servicenow-platform/page/product/notify2/concept/c_Not...

https://www.youtube.com/watch?v=_iajOFRrBsA

[MBMRED]

Nikhil,

Thank you so much for the links and the video. They are very educational, however, they didn't touch on our situation.

We've setup the on-call schedules for all of our groups and it's working great.  The articles you sent specifically address "escalations" using SMS functionality. We do not use SMS notifications yet.

What we're looking to do it is this:

• Our current state is to send an email to the members of a group when a task is assigned to a group (we do not assign tasks directly to individuals).
  • As you can image, this is thousands of emails a day.
• Instead, we want to send the initial "an incident/task/demand... has been assigned to your team" email to the on-call person and let them assign it to the appropriate team member.

Is this functionality OOTB or is this something we need to configure?

If we need to configure this, where do we start? 

Thank you again for the prompt reply.