On-call rotation acknowledgement

[allen_pitts]

Hello Support,

Working on escalation and notification in Dublin using

http://wiki.servicenow.com/index.php?title=Legacy:Group_On-Call_Rotation

1. Created new rota called 'SolarWinds Node Down'

2. Created roster associated with rota

3. Activated business rule On-call Assign (Current or Next)

4. Activated business rule On-call Rotation Notify

5. Activated business rule On-call Rotation Cancel
6. Created notification called OnCallNotification
          Sent when 'Event is fired' Event name: incident.on_call.escalation.user

Got a lot of good info from Robert Carr in Community post marked

'On-call rotation', Visitor anoop, Jun 20, 2012 7:00 AM

System now creating incident, assigning incident to first person

on roster and sending email to assignee. (yea!)

Three questions:

1. How does the assignee acknowledge the incident assignment and prevent

the incident from going to the second person on the roster?

2. In the Notification rules associated with the rota the 'Subsequent delay (minutes)

is set to '15'.

Does ServiceNow automatically reassign the incident after 15 minutes?

How is the escalation accomplished?

3. The protocol in our group is that after the escalation goes to the second group member the team lead

the team lead should also be notified. What is the best way to accomplish this?.

Thanks  

Allen Pitts

LHP Hospital Group

[andrew_och]

1. The business logic checks to see if the incident is assigned and will only escalate to next level or manager if it is still unassigned. To prevent incident going to second person in roster, ensure the incident in question is assigned.

2. The purpose of the On-Call rotation is to reach out to Primary, Secondary, etc or escalate to group manager or group in order to inform them that there is an un-assigned incident. Once an incident is assigned to someone the notifications will stop. There is no automatic re-assignment.

Escalation implementation is explained in another community article:

https://community.servicenow.com/community/service-management/general/blog/2016/05/25/on-call-escala...

A script example of escalations can be found here:

https://community.servicenow.com/message/862657#862657

3. Is the team lead the group manager. If yes then set the Escalations field Catch-all: Notify Group Manager, if not, choose: Notify Individual and assign the team lead there. The Manager is notified after a set period of time as defined in the roster record field: Time before escalation. If this time is set to the same time as the time between reminders then when Secondary is notified so is the Manager.