Paging within On-Call Scheduling sends out multiple escalations
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11-19-2024 01:06 PM
We have recently implemented paging within ServiceNow leveraging the On-Call Scheduling module. It all works as expected, except that frequently, multiple communications are being sent out at the same time. My 1st thought is some thing in the trigger rule, but the rule I have set up is not substantively different than what is in the ServiceNow documentation. Has anybody else encountered this, and if so, how did you fix it?
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11-26-2024 12:47 PM
I have done yet more digging into this, and I have found that this is happening on incidents that are getting logged into the instance from the platform view ... since we require assignment groups to be present on logging in, we're leveraging the script shown in KB0784518
