question On-call scheduling - who is primary? in Developer forum

On-call scheduling - who is primary?

pauladams — Mon, 17 Apr 2017 03:00:28 GMT

Hello Friends,

I am still exploring/learning on-call.

We have on-call schedules based on the time zone for e.g. for Windows Server Support assignment group which consists of 5 different members, the on-call rotation for weekdays and weekends changes every week. So there is no fixed primary and secondary, they rotate the on-call among the 5 members of the group.

For e.g. for a given week on weekdays between 9AM-9PM CST one of the 5 members will be primary, between 9PM-9AM CST the second person will be primary, during the weekends a different person could be on-call covering the 48 hours.

I know we have rotations, schedules in on-scheduling and we need to configure all that for every group. But after all that is setup, can we get to see who is on-call just by a click of a button or automatically populate the "Assigned To" field by a client script/business rule for a given "Assigned To Group"?

Could anybody help me or guide me how to achieve the above requirement?

Thanks

- Pa

Re: On-call scheduling - who is primary?

mikereaves — Mon, 17 Apr 2017 14:59:16 GMT

Q - "can we get to see who is on-call just by a click of a button".
A - "Yes, click the On-Call Calendars link in the application menu (within the On-Call Scheduling app)". Depending on the group you may need to click the contrl in the upper right to select a different group, but once you've selected the correct group, you can see the shift and who the primary & secondary are.

Q - ...or automatically populate the "Assigned To" field by a client script/business rule for a given "Assigned To Group"?

A - the idea is that the roster of possible assignee are notified along an escalation path until someone accepts the assignment. Check out the section on Escalations in the Wiki here... Escalation chain

Re: On-call scheduling - who is primary?

pauladams — Mon, 17 Apr 2017 16:34:56 GMT

Thanks Mike mikereaves

By click of a button I mean a UI action from an Incident or Task form.

So ServiceNow doesn't provide any APIs/Scripts which we can use to find the current oncall primary from a script?