On-call scheduling escalation to roster via email

[Explorer1891]

Hi, 

I'm new to on-call scheduling and I have set up an on-call calendar, roaster and escalation path (Primary and secondary contact)

If an incident is created and assigned to MyGroup, I want the Primary person on-call to receive an email and if the person does not acknowledge the alert, it should send then an email to the the Secondary person. 

I also added a trigger rule if Assignment Group = MyGroup, then run workflow "On-Call: Escalations By Email Per Rota"

However, I am unable to get the email escalation to work. Can someone please advise how to achieve the above? 

[Ron Thornton]

It could be the shifts contact preferences. You can override the agents preferences. 

https://docs.servicenow.com/bundle/rome-it-service-management/page/administer/on-call-scheduling/task/override-contact-prefs-oncall.html

[Explorer1891]

Unfortunately, it seems that I don't have the Edit Escalation and Contact Preferences option in my ServiceNow version. 

Also, I have set myself as the escalation person and I do have my email set up in my profile. 

[Ron Thornton]

You probably lack the appropriate role - https://docs.servicenow.com/bundle/orlando-it-service-management/page/administer/on-call-scheduling/reference/r_UsrRolesInstlldWOnCallSched.html

Once you have the correct role(s) take a look at the escalation to make sure it's using email.

[Explorer1891]

Hi Ron, 

I have a rota_admin role as I am able to create rotations and manage the rosters etc. 

Note: I am on Rome version. Not sure if that matters. I was checking the below documentation but even then I don't see My preferences under On-call scheduling

Configure my availability and contact preferences (servicenow.com)