On-Call Rotation Schedules

Rick Love1
Tera Contributor

‎07-17-2018 12:20 PM

I am setting up our On-Call rotations as well as configuring the notifications portion. How can I have more than one rotation per group? For example, I have a group with 5 members and need to have a different resource on call each day Monday - Friday, and then one resource on call every day during off hours and all day Saturday and Sunday. So far I receive an error when trying to add a rotation to a group that already has a rotation schedule. What am I missing?

 

Side note: I am trying to figure out how to make ServiceNow send out mobile email as well. I set a couple of users up manually as a test and discovered that the system did send an SMS, but the send was ignored so the user never actually got the SMS notification. How do I resolve this, and is there a way to automatically import mobile email without having to configure it for each user?

 

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Michael Ritchie
ServiceNow Employee
ServiceNow Employee

‎07-17-2018 12:42 PM

In the out of the box demo data there is an example where the Network group is split into 3 separate Rotas so this is definitely possible.  The validation ensures that the schedules don't over lap so make sure that your Rota scheduled don't overlap at all.

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Rick Love1
Tera Contributor
In response to Michael Ritchie

‎07-17-2018 12:48 PM

Awesome. Let me ask you this, how do I make multiple schedules to select from? For example, I currently have 8-5 and 9-5 mon-fri, and then off hours mon-fri. I would like to add a 24x7 option as well as a weekends option.

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Michael Ritchie
ServiceNow Employee
ServiceNow Employee
In response to Rick Love1

‎07-17-2018 12:52 PM

You can define one directly in the Create New Schedule wizard.  But that drop down is referencing the Schedules defined in System Scheduler \ Schedules \ Schedules.  Make sure the type is set to "create_new_roster"

 

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Rick Love1
Tera Contributor
In response to Michael Ritchie

‎07-18-2018 01:54 PM

Whenever I try to add a schedule to a group, I get an error telling me the schedule overlaps another one. What I am trying to do is make it so that a different user is on call during business hours every day, and then a single user on call all week, including all day Saturday and Sunday, during off hours. How do I configure this so that I don't receive the overlapping error?

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