Hi Team,
I have an On-Call Scheduling requirement in ServiceNow for Company XYZ.
We have 3 shifts in US Eastern Time:
- 6 AM–2 PM
- 2 PM–10 PM
- 10 PM–6 AM
For each shift:
- Person A: Sunday–Thursday
- Person B: Tuesday–Saturday
So, Tue–Thu both people are on call, while Sun/Mon only A and Fri/Sat only B.
Initially, I created 3 shifts covering Sunday–Saturday with Primary and Secondary members. However, the Secondary member was treated as scheduled for the entire week.
So I changed the design to 6 separate shifts. For example:
- 6 AM–2 PM → Person A → Sun–Thu
- 6 AM–2 PM → Person B → Tue–Sat
I followed the same approach for the other two shifts. This fixed the calendar coverage and overlap, and I enabled Allow Shift Schedule Overlap.
The remaining issue is escalation. I need:
- Non-overlap day → Person A → Manager
- Overlap day → Person A → Person B → Manager
I tried manually adding Person B to the escalation path, but then Person B gets notified even on days when they are not scheduled. I also tested Rotate through member + Primary, but it did not give the expected result.
My question: Is the 6-shift approach correct? If yes, what is the recommended OOTB ServiceNow configuration to dynamically escalate to the other currently on-call person without hard-coding them, while ensuring off-day users are not notified?
Thank you.
