What's the difference between on call schedule and Advanced work assignment in servicenow?

[KM SN]

Both are same?
Did both are available to all the modules like ITSM, CSM etc?
when we go for what ?

Pls share your experience here 

@Ankur Bawiskar ,  @Dr Atul G- LNG  ,
@Aman Kumar S , @Allen Andreas  , @Amit Gujarathi , @Anurag Tripathi 

[Danish Bhairag2]

Hi @KM SN ,

The concepts of "On-Call Schedule" and "Advanced Work Assignment" serve different purposes and are used in distinct scenarios:

1. **On-Call Schedule:**

   - **Purpose:** On-Call Schedules are primarily used for managing rotations of individuals who are on-call to handle incidents or requests during specific time periods.

   - **Application:** This is commonly used in IT Service Management (ITSM) processes, especially Incident Management and Request Fulfillment, where there is a need to ensure continuous support coverage.

2. **Advanced Work Assignment:**

   - **Purpose:** Advanced Work Assignment, on the other hand, is a more general framework used for routing and assigning tasks based on specific criteria. It considers factors such as workload, skills, and availability to intelligently assign work items to the most appropriate individuals or groups.

   - **Application:** While Advanced Work Assignment can be applied in various scenarios, it is often used in areas like Field Service Management, where dynamic assignment of tasks to field agents is crucial.

**Differences:**

   - **Focus:** On-Call Schedules primarily focus on managing rotations for on-call support, while Advanced Work Assignment is a broader framework for routing and assigning work items.

   - **Use Cases:** On-Call Schedules are more specialized for scenarios where there's a need for specific individuals to be available during designated times, whereas Advanced Work Assignment can be applied in diverse scenarios requiring intelligent task assignment.

**Availability:**

   - **Modules:** Both On-Call Schedules and Advanced Work Assignment functionalities are not limited to specific modules. They can be utilized across various modules, including ITSM, CSM, and others, depending on your configuration and requirements.

**When to Use:**

   - **On-Call Schedule:** Use this when managing rotations for on-call support is a key requirement, such as in Incident Management or Request Fulfillment.

   - **Advanced Work Assignment:** Use this when you need a more sophisticated approach to intelligently assign tasks based on criteria like workload, skills, and availability, which is common in scenarios like Field Service Management.

In summary, while both functionalities are available across modules, they serve different purposes. Choose On-Call Schedules when dealing specifically with on-call rotations, and opt for Advanced Work Assignment when you need a more dynamic and intelligent assignment of tasks based on various criteria.

Thanks,

Danish

[Community Alums]

Hi @KM SN ,

You might need both, as On-call scheduling will give you a list of all on-call person before AWA helps on-call person to accept the Incident using agent workspace.

Examples:

AWA:

1. Ability to notify individuals that are on-call that an Incident has been assigned to them and for them to accept the Incident.( here both AWA and On-call is required).
2. Ability to send two different Incidents to two different Incidents to two different team members within the same group. (Example: the same group has team members that manage different Apps so based on the App, the Incident would go out to a different team member).

On-call:

1. Ability to escalate to secondary on-call team members (and manager if needed).
2. Ability to page team members via SMS and Phone
3.  

Yes, it's available for ITSM and CSM.

[ritushukla21923]

Hi @KM SN / @Community Alums ,

We implemented on-call for CSM. Our Rota workflow is not working when User accepts the case. The response is not changing the value in Assigned to field. It works fine if the Case is created from Native view, but does not work if the Case is created from Portal. Any ideas why this is happening?

Thanks.