Why is 'Nobody On-Call now'

[Scott Paterson1]

Using the On-Call service.

I have set up the schedule following step by step instructions.

I have everything set up and have integrated the ITSM Mobile Agent App.

I have created an incident and its ready to be promoted to a Major Incident.

For some reason, my shift members won't show as being on call until 2 weeks into the future and this prevents the incident from auto assigning to the On-Call member because I have 'Nobody on Call now'

Any assistance is appreciated?

I have attached screenshots.
First one shows no body on-call

Second one shows members on call

[balu3]

Hi Scott,

I guess this question is old, but this would be helpful for someone who refers later.

No-body is OnCall can happen because of the following reasons

• Marked Time-off without coverage (Please refer ServiceNow Docs).
• User no longer part of the group
• User is inactive
• Cover range is specified for the member.
  - Like, if you go to the Shift -> Roster (Related list) -> Members (Related list)
  - Add columns called From and To, the dates specified here is supposedly considered as the range in which the members will be considered for OnCall.
  - If dates are specified, then the members are considered only within the date range.
  - If dates are not specified, then the members will be considered if the shift matches. To clear the values, go into the record, and clear them.

Thanks
Balu

[Scott Paterson1]

Thank you Balu.  I'll need to go back and do the online course again. To try these solutions.

Thanks for responding.

[bhavana10]

Hello Balu,

I have verified all the suggested reasons for the issue.  In my case, users are part of the group,roster users are active and verified from and to dates in their schedules, but still the system shows Nobody is Oncall now.

[balu3]

Hi Bhavana,

Please check if the message in the OnCall Schedules stating 'Nobody is On-Call now' is because of No Coverage.

For example, it can be the case that your OnCall runs on Tuesdays only, and you check the OnCall Schedule on Monday. It'll take the current date or so and then state 'No coverage at this time' right above the message.

To verify this, scroll down to the bottom of the page, and in filters (button at right top of the calendar) check (select) all Shifts and Rosters. See if there is a shift running, and if there is a Roster and a Member as well.

Case 1: No Shift currently

The message shows 'No coverage at this time'.

The message 'Nobody is On-Call now' is expected as there should not be anyone OnCall when there is no Shift.

Case 2: There is a Shift but no Roster

There would be the Roster and the time shown in the OnCall Schedules.

This can vary depending on a few states. Common ones are

Config 2.1: The Roster Start Date is post dated

Say the Shift starts from 30 May 2022, and the Roster start date is 6 June 2022. So there would be no OnCall on Tuesdays (31 May) as the Roster hasn't started.

Config 2.2: The Shift Schedule was manually changed

If the OnCall is created and then the Shift Schedule dates are manually changed later, then the calculations are not propagated automatically. This is to handle manual schedule overrides or so.

If you are sure that there is no manual overrides, then editing the Roster Form within the shift and saving it will recalculate the OnCall for all the members in that Roster, thereby adjusting to the new config.

Case 3: There is a Shift and Roster but no Members

There would be the Roster and the time shown in the OnCall Schedules.

This can vary depending on a few states. Common ones are

Config 3.1: The Member start dates are not reached.

Please refer previous comment.

Config 3.2: The Shift Schedule was manually changed

Please refer previous case.

Thanks
Balu