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]

This screen show shows the assignment group as Servicenow Product Owners. That's what you're expecting?

[stevendraper]

yes

[Michael Fry1]

So it is working!? confused by your response. If the trigger conditions are true, and group's on-call schedule is valid, according to the current time, the assignment group should be set the group under actions to take. That's what I see is happening.

[stevendraper]

No it is not working. That is where I am confused. As you do, I see that it should work based on how I created the schedule and the trigger rules but I do not get an email notice of the P1 Incident Ticket when it is created. I am thinking something is missing (e.g., not turned on, missing configuration, not linked properly, etc.). I am at a complete loss here. I do not think that Notify is required for just email notifications but I am not certain.

[Michael Fry1]

The email should go to the Primary of the group: Servicenow Product Owners

The Show Workflow will only show if there is/are workflows running on that table. Is the workflow out of box?