On-Call Scheduling question

[dan167]

Has anyone setup an On-call roster to send an email to a group or send a teams message to group instead of the primary user that is on-call. Is this possible without custom code/workflow?

[Mark Manders]

It will always be custom, because it's meant for on-call agents (which is never a team). But you can update the OOB one to send an email to a team, instead of the agent. 

What's your use case?

[dan167]

The group does not want to have to manage a calendar in SN. They are wanting a message to be sent to a teams channel or email to a group, then that kick off a power automate flow.

[dan167]

Do you think I could do something like this:

In the escalation policy for first alert have it go to the group selected. Then escalate to whatever manager(s) need to be next. Setup a email notification or teams notification to send to the group when the incident is created.

[Mark Manders]

If they don't want to keep schedules in ServiceNow, then why use OnCall at all? Just create your own solution: if a ticket is created with conditions that should be picked up, send email to group x. If they don't want ServiceNow to handle the logic OnCall was created for, just have them do it their own way. You just trigger the email to the group. And that's a simple notification.