Issue with On-Call Schedule escalation

[Arijit2]

Hi,

I am new to On-call Scheduling and testing in my personal ServiceNow developer instance.

Step 1 - I have created user and groups.

Step 2 - I have published a On-Call Schedule with the newly created group and members.

Step 3: I have created a trigger rule (I am attaching the trigger rule condition and action) - basically I need the OOTB On-Call Escalation by email workflow to trigger.

Step 4: I create a new incident which matches the condition I had set in the Trigger Rule for the On-Call Schedule. However, it doesn't trigger the workflow (I check the email logs and don't see the emails being fired as per the default escalation set p for the On-Call Schedule).

Please advise what am I missing out? I want the primary person on the roster to receive the email and if the primary person doesn't assign the incident to themselves, an escalation email should be sent. none of these emails are getting triggered.

[Ashok Kumar Am1 · Accepted solution]

Hi Arjit,

I see that you created trigger rule for the group 'Demo Branch Application'. When you create incident are you populating assignment group as 'Demo Branch Application' manually or is it populating through trigger rule.

If assignment group is already populated then On-Call scheduling trigger rule will not work, there is known error about it.

PFB link for workaround.

https://hi.service-now.com/kb_view.do?sysparm_article=KB0547296

If my answer has helped in any way, kindly mark it as helpful/correct as applicable. Thanks!

[Arijit2]

Thanks Ashok, this was indeed helpful.

I have another question regarding On-Call Scheduling.

Instead of mentioning the Group in the trigger rule, is it possible to dynamically check the Assignment Group and send the On-Call Escalation emails/notifications?

[Tyler38]

Did you find an answer to this? This aligns with what I'm trying to accomplish since our instance isn't utilizing assignment rules. I would like the On-call trigger and notification to run whenever the assignment group changes.

[mpmacconnell]

I have the same question. Plus the KB article mentioned in the solution is not available.