How to Automatically Page On-Call Team after an INC was created

[lokeshkota]

We’re looking to implement a workflow where, if a scheduled job or file transfer (inbound/outbound) fails to run by a defined time, an incident is automatically created in ServiceNow, and the on-call member of the responsible team is paged via Status Manager.

This would primarily be used by Application Development teams, and the key requirement is that the process should:

• Detect a missed or delayed job/file based on pre-set thresholds

• Automatically generate an incident (INC) in ServiceNow

• Trigger a page or alert to the appropriate team’s on-call contact via Status Manager

Is there a recommended way to set up this kind of integration using ServiceNow’s native capabilities (or with minimal customization)? Specifically:

• Does Status Manager require an incident to exist in order to trigger a page?

• Are there best practices or modules for monitoring scheduled tasks and triggering incidents/alerts accordingly?

Any guidance or examples would be greatly appreciated!

Thanks in advance!

[Abbas_5 · Accepted solution]

Hello @lokeshkota,

Please refer to the links below:
https://www.servicenow.com/community/itsm-forum/how-to-auto-assign-inc-to-on-call-agent/m-p/752209

OR 
https://www.youtube.com/watch?v=Bmv-lBoEnt8

If this is helpful, please hit the thumbs up button and accept the correct solution by referring to this solution in future it will be helpful to them.

Thanks & Regards,

Abbas Shaik