How to trigger on-call when the incident assignment group is empty only

[Raj90]

Hello,

We are implementing on-call schedule on incident table and defined trigger rule based on some conditions.

OOB Scenario:

when we create an incident, and the incident conditions are met to trigger rule condition then on-call schedule will be escalated.

My scenario: Trigger rule should be executed

when we create an incident, then the incident will be assigned to default support group.

And the incident conditions (like category, priority) are met to trigger rule conditions then it will wait some time based on incident priority (time defined in the workflow). After the timer executed, we are clearing the assignment group.

My scenario is not working, but OOB scenario is working (without clearing the support group).

Can someone help who is more familiar with on-call?

Thanks,

Raj

[Community Alums]

Hi @Raj90 ,

I think many of the customer has this ask for on-call schedule triggre, you can follow this KB:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0547296