On-Call Schedule: Mobile Phone vs Business Phone

[Rajeevreddy]

Hi ,

I'm trying to modify the on-call schedule modal in ServiceNow to display the business phone instead of the mobile phone when both numbers are populated in a user's profile. Currently, if both the mobile and business phone fields are filled, the system prioritizes and shows the mobile phone. However, if only the business phone is filled, it displays that instead. Does anyone know where this prioritization logic is set, or how I can modify the modal to show the business phone alongside or instead of the mobile phone

[Chris-STL · Accepted solution]

There is a script include, OnCallRotationSNC, that I believe contains the function that is choosing mobile phone over phone.  In my instance, it's about line# 4088.  You can update the script include OnCallRotation to override the containing function (copy the entire function, then make your changes).  Keep in mind though you should then monitor OnCallRotationSNC for any changes in upgrades to this function.

[Rajeevreddy]

Hi Chris ,

In OncallRotation script include what exactly we need to change ?

[Rajeevreddy]

Thanks @Chris-STL , But it is policy protected we can't edit .