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On-Call schedule with a rotating cell phone

MarkT2445801916
Tera Contributor

3 weeks ago

I have a team who uses a rotating phone 24*7 so I created a user named on-call 1 and added the number. However, in order to see the user in experts on-call the user on-call 1 must be in the support group.  This creates a problem as on-call 1 shows up to get tickets assigned.  I cannot believe its this complicated to simply add a fixed on-call # to a user just for the purpose of the number being visible for off hours escalation in Agent workspace.  HELP! 

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Tanushree Maiti
Tera Patron

3 weeks ago

Hi @MarkT2445801916 

 

Refer Servicenow Documentation: Configure the experts On-call panel for an incident 

 

 

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti
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MarkT2445801916
Tera Contributor
In response to Tanushree Maiti

3 weeks ago

TY both!! I will try your suggestions.  I tried this and the user is still showing as selectable as an agent in the group.  

Step 1: Create the Field

  1. Navigate to System Definition → Tables.
  2. Open the User [sys_user] table.
  3. In the Columns related list, click New.
  4. Configure:
    • Column label: Available for Assignment
    • Column name: u_available_for_assignment
    • Type: True/False (Boolean)
  5. Save.

Step 2: Add the Field to the User Form

  1. Open any user record.
  2. Right-click the form header.
  3. Select Configure → Form Layout.
  4. Move Available for Assignment to the form.
  5. Save.

Step 3: Set Values

  • Users who should receive incidents: Checked
  • On-call only users: Unchecked
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