On-Call configuration in Service Operations Workspace

[Beth Clingenpee]

With the latest update for the SOW users can now manage their on-call schedules within this workspace. The problem we have encountered is that the groups available to select are not all on-call groups. When the user clicks in the group select box to choose their group's schedule, all available groups are shown - even one set up for license assignment, user criteria, and knowledge. We would like this list to only show groups that have on-call schedules or at the very least only groups that are listed as the type of support - like "24x7" or "M-F 8-5". I have not been able to find where this can be set up. The current list is messy and requires the users to have to filter through lots of different groups. Any help is appreciated!

[David_Holmes]

Hi Beth, did you get anywhere with this? We're having the same issue at the moment and struggling to find the right place to make changes.

[Beth Clingenpee]

Hello David - I have not received any replies to this post and have not yet found a solution. We're just living with it right now. If you find anything, please let me know!

Thank you! 

[David_Holmes]

Hi Beth, thanks for the reply. Sorry you weren't able to get a solution. After we've done some digging we think it's governed by one of the following:

Get all groups data - https://<your-instance>.service-now.com/nav_to.do?uri=sys_ux_data_broker_transform.do?sys_id=44f6847...

OnCallTeamsCalendarUtilSNC - https://<your-instance>service-now.com/nav_to.do?uri=sys_script_include.do?sys_id=10dd098cebb72110249e8d835d52282e

OnCallTeamsCalendarUtil - https://<your-instance>.service-now.com/nav_to.do?uri=sys_script_include.do?sys_id=917e01ccebb72110249e8d835d5228ce

You may have already come across these yourself but they seem to bit locked in a private scope - even the extended script include that you'd think we'd be able to customize. Not sure if any of this really helps you but it's what we've come across.

Thanks,
David

[David_Holmes]

Posting that first link again as it looks like it's messed up:

https:// <your-instance>.service-now.com/nav_to.do?uri=sys_ux_data_broker_transform.do?sys_id=44f68472530e7510ad0fddeeff7b1228