Hello @Priyanka159 , the provided steps in the previous comments, are in regards to the Agent Workspace. As you are using SOW (Service Operations Workspace), you should do the following ( I have also disabled the "Expert on Call" in the Contextual Side panel tab, in the Service Operations Workspace on our instance ).
- Navigate to the "Now Experience Framework" >> UI Builder
- Scroll down until "Page collections"
- Under Page collections, open the "SOW - Sidebar tabs top"
- In the next page, under page and variants, open the "Experts on-call SNC"
- Click on the "Settings"
- In the "Availability", uncheck the "Active"
This document shows a similar way, with a different purpose, for "Agent Assist":
Although the purpose is different, it will show to you the detailed steps to open the Page, I have used the same document to apply my requirement, to disable the Expert On Call, as the Pages and Variants are in the same page collection: "SOW - Sidebar tabs top".
This second document could also help you (but I have used the first one, provided above):
PS: some new pages in regards to the On-call functionality, are available since the version 4.2.0 of the Service Operations Workspace ( I have upgraded the SOW app version from 4.1.0 to 4.2.0 and we have noticed the difference, it is mentioned in the SOW 4.2.0 release notes, in the ServiceNow Store ).
I hope it could also help you!
Best regards,
Vivi
