How do you send an alert to an on call group?

[geek1]

I'm using Incident Alerts and On-Call. I have an On-Call schedule set up for the networking team. It's a group of 4 people who rotate weekly so there is always just one person from the group who should be notified.

What's the next step to get this to work? If I select the networking group in the Incident Alert for a group contact, everyone in that group gets notified. What do I need to do to get just my on-call person set up to be notified from my incident alert?

[TrevorK]

We found that the Incident Alert functionality was more of an "all or nothing" approach and have ended up creating our own pieces to do the notifications. While trying to configure it we were faced with the same problem - everyone getting it - and other issues such as people having to subscribe to the notifications. Sure we could have created our own notifications, etc. to make it work the way we wanted but we were worried about using a piece of the product we thought lack functionality because, if it is eventually fixed/modified, who knows how it interacts with our customizations. Combined with needing to purchase the Notify feature to really get the value we want (as text messages are much more effective it seems) led us away from Incident Alert.

At the end of the day, the Incident Alert functionality was just so basic that it made no sense to try and mess with it, but rather just to get the requirements down from the users and create the pieces ourselves. For example, we monitor a distribution list for email messages about Server Room alerts which bypass our typical inbound email actions to a custom logic/flow that includes SMS notifications, etc. rather than having to configure Incident Alert to deal with this sort of scenario.

I would personally contact your ServiceNow technical rep to get a call put together on Incident Alert. They will be able to help walk you through what they know, and if there is something they do not know, they are often able to pull together the right people internally from ServiceNow (such as those who work on that part of the product). While this did not yield results for us in Incident Alert (granted we did not escalate beyond our technical rep), it has paid off in other areas and I would highly recommend it when you feel you are "doing everything right" yet it still seems wrong.