On Call pause functionality in workflow?

[Raj90]

Hello Team,

@Ankur Bawiskar @Amit Gujarathi  @Anil Lande @Community Alums 

I have a requirement related to implementing an 'On Call Support' feature for the incident process. To clarify, my working hours are from 9:30 AM to 6:00 PM. If an incident is created after working hours (from 6:00 PM to 9:29 AM), I want a specific workflow (On Call Functionality) to execute.

Here's how I've implemented the logic: If a request is created after 6:00 PM, it waits for 15 minutes using a configured timer. During this time, the incident remains assigned to the default group (Group-1). After 6:45 PM, if no action occurs, the incident is then assigned to a predefined on-call support group (Group-2).

Within Group-2, if there are two users, the first user receives a call for 5 minutes (as per our defined time). If user-1 doesn't respond, the incident is escalated to user-2. If neither user responds, I want the workflow to pause until the next working day begins at 9:30 AM. At that time, the incident should be reassigned back to Group-1.

My concern is how to pause the workflow timer from the moment Group-2 users don't respond until the next day's working hours (9:30 AM) and then reassign it to Group-1.

Thanks,
Raj

[Community Alums]

Hi @Raj90 ,

You will need to configure your pause conditions in the workflow itself, which you ae using for On-call Schedule.

Learn more here :https://docs.servicenow.com/bundle/tokyo-it-service-management/page/administer/on-call-scheduling/re...