ON Call workflow for only notify & not assign

[RahimKhanM]

Hi Team,

I am working on Major Incident Management Set up. As per the process, when the MI is promoted, ticket will be auto assigned to Major Incident Support team and they will manage the entire incident life cycle.

Ask is to only notify (SMS, email & call) the on call support based on the configuration item selected on the INC and not assign the INC to the on call support person.

I have checked the OOB on call workflow and all have notify & assign feature.
Is there a way on setting up on call notifications (SMS, email, call) without assigning the MI to the on call person. The SMS/email/call sent & acknowledgement must be recorded in the INC.

The incident must stay with the MI support team and the Assigned to must be the MI manager.

[pavani_paluri]

Hi @RahimKhanM ,

When a ticket is promoted to a Major Incident, keep the Assigned to field pointing to the Major Incident Manager or Support team. Don’t change that part.
Use the On‑Call schedule only for notifications. That means: look up who is on‑call for the CI’s support group, then send them an email, SMS or phone call (twilio or pagerduty tools also you can change).
In your flow/workflow, skip the assign to on‑call step and only run the notify on‑call step.
Each notification (SMS/email/call) can be logged back into the incident as a work note, so you have a record of who was contacted and when.
If the on‑call person acknowledges, that acknowledgement can also be written into the incident record.

Mark it helpful if this helps you to understand. Accept solution if this give you the answer you're looking for

Kind Regards,

Pavani P

[RahimKhanM]

Hi Pavani,

Thanks for your response.
Do you know which flow/workflow to use from the OOB list. Most of what I have seen have "notify & assign" or "Assign by Acknowledgement". Should those be modified?
I would still want the On call agent to acknowledge so that it does not notify the next person in line. I have attached the OOB on-call workflows.

[pavani_paluri]

Take an OOB on‑call Assign and Notify workflow, copy it, strip out the assign part, and leave the notify and add acknowledge part from On-call: Assign and Acknowledgement workflow.

That gives you exactly what you want — notifications and acknowledgement, but no reassignment

Mark it helpful if this helps you to understand. Accept solution if this give you the answer you're looking for

Kind Regards,

Pavani P

[pavani_paluri]

Hi @RahimKhanM ,

Could you Please accept the solution if that solves your problem.

Thanks,

Pavani