On-Call Escalation Notification

[RichardK3560886]

I am playing with the Override user preferences setting for the On-Call Escalation notification.

If I have a user set their own notification preference, I can see it created an entry on on_call_user_contact_preference.

Then if I set up a "manager" override user preference, I see it created an entry on cmn_rota_contact_preference.

Then when I trigger the escalation, the user's own preference takes precedence over the "manager" preference. Should this not be the other way around?

How do I ensure the manager's preference is override the user's own preference?

[abbasshaik4]

Hello @RichardK3560886,

Please refer to the link's below:
Using Notify with On-Call Scheduling • Brazil ServiceNow AI Platform Capabilities • Docs | ServiceNo...

Override contact preferences for a shift • Brazil IT Service Management • Docs | ServiceNow

If it is helpful, please mark it as helpful and accept the correct solution by referring to this solution in the future it will be helpful to them.

Thanks & Regards,

Abbas Shaik

[RichardK3560886]

I followed the above but it still does not take manager's override preference into consideration.

Here's some example screenshots:
1) Set up override preference

2) Set up user's own contact preference with a personal phone number and personal email

[Tanushree Maiti]

Hi @RichardK3560886 

Could you please share your escalation step ( from escalation policy) screen shot.

You can check it  - https://www.youtube.com/watch?v=Hcb2pUjp0IA&t=46s

https://www.servicenow.com/docs/r/it-service-management/on-call-scheduling/create-custom-esc-policy-...