On-call scheduling and escalation trigger on ISTANBUL

[stevendraper]

I attempted to test out the On-Call Scheduling and Escalation I created in ISTANBUL; however, I was unable to get it to work.

The following are the steps I took:

1. Created On-Call Schedule
   1. Created Primary and Secondary Schedule
   2. Selected Escalation type: Rotate Through Roster
   3. Catch-all = Notify Group Manager
2. Created Trigger Rule
   1. When to activate
      1. Table = Incident [incident]
      2. Conditions = Priority is 1 — Critical and Assignment Group is {selected the assignment group that is also in the On-Call Schedule I created}

2. What action to take
   1. Group = {selected the assignment group that is also in the On-Call Schedule I created}
   2. Trigger Action = Workflow {since I do not know how to write scripts}
   3. Trigger workflow = Escalation by Email
2. Created an Incident ticket with Priority =1 - Critical.

According to everything I read on the Wiki, I have set this up correctly; however, I am not receiving any email notifications when I create a P1 Incident and assign it to the specified Assignment group.

I understand that I will need Notify for SMS to work, but do I need Notify for on-call email notifications? {I found nothing on the wiki that says I need it for email notifications}.

Have I missed a step or is there a trick for this trade that wasn't mention on the wiki that I need to do to get this to work?

[Michael Fry1]

Simplify your Trigger Rule > When to activate and use Priority - is - 1.

Then create a new P1 ticket.

[stevendraper]

Did that and got the same results.

I even changed the Trigger workflow from "On-Call: Escalation by Email" to "On-Call: Assign" in the Trigger Rule. = Same results.

[Michael Fry1]

For the Group under What action to take, is there a schedule setup?

[stevendraper]

Yes. Under What action to take Group = ServiceNow Product Owners.

My Group Schedules: Rota (Name = ServiceNow Product Owners, Group = ServiceNow Product Owners)

[stevendraper]