--- sourceDocument: Brazil IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # Delivery status tracking for On-Call Scheduling notifications # Delivery status tracking for On-Call Scheduling notifications {#ariaid-title1} Release version: Brazil Updated September 19, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read Every notification that On-Call Scheduling dispatches during an escalation has its delivery status captured, providing a reliable audit trail of who was notified and whether the notification reached them. When an escalation dispatches a notification, a delivery status record is created and linked to the parent escalation. The status record captures the notification ID, recipient, channel, timestamp of dispatch, and current status. Note: Delivery status tracking applies only to escalation notifications sent through On-Call Scheduling subflows. It does not apply to escalation notifications triggered through legacy workflows. For information about subflows and workflows, see [On-Call Scheduling subflows](https://www.servicenow.com/docs/QxkDj555GtlbzDHJxlcelw "Subflows in On-Call Scheduling enable you to build and configure on-call escalation and notification."). ## Delivery status life cycle {#delivery-status-tracking-oncall__section_delivery-status-lifecycle} A delivery status record moves through the following states. Failed is a terminal state that can be reached from any prior state. The Status field on the On-Call Escalation Notification record shows these statuses for an escalation notification.{#delivery-status-tracking-oncall__delivery-status-tracking-oncall-section_delivery-status-lifecycle-para-1} {#delivery-status-tracking-oncall__table_delivery-status-values__entry__3} | Status | Icon | Description | |-|-|-| | Sent | ![]() | The notification provider confirmed dispatch. An unrecognized provider status code also defaults to this state, and an error is logged for diagnostic review. | | Delivered | ![]() | The provider returned a delivery confirmation. | | Failed | ![]() | The notification did not reach the recipient. Pointing to the icon shows the specific failure reason, when one is recorded. For information about how failed notifications are logged, see [Delivery failures](https://www.servicenow.com/docs/3yIHpBZOCGJL9joR65fFhQ#delivery-status-tracking-oncall__section_delivery-failures). | [Table 1. Delivery status values] {#delivery-status-tracking-oncall__table_delivery-status-values} A delivery status icon in the Contact Information tab of the on-call escalation tracking dialog indicates the current delivery status for each notification attempt. See [Track the progress of an escalation](https://www.servicenow.com/docs/~hpiKiD~90dfvAz0ODPrgA "Use the On-Call Escalation Tracking page for full visibility into the time line of an active or closed escalation as it progresses through its on-call escalation path."). If multiple status updates for the same notification arrive out of order, for example a delivery confirmation that arrives before the sent confirmation, the system keeps the latest known state. ## Supported channels {#delivery-status-tracking-oncall__section_delivery-status-channels} Delivery status is tracked for notifications sent over the following channels.{#delivery-status-tracking-oncall__delivery-status-tracking-oncall-section_delivery-status-channels-para-1} * SMS * Voice (phone call) * Microsoft Teams * Slack * Push notification * Email, when sent through [Notify](https://www.servicenow.com/docs/access?context=t_ActivateNotify&version=brazil&pubname=brazil-servicenow-platform&ft:locale=en-US) {#delivery-status-tracking-oncall__ul_delivery-status-channels} ## Delivery failures {#delivery-status-tracking-oncall__section_delivery-failures} When a notification's status transitions to Failed, a system-generated work note is added to the parent record linked to the escalation (for example, an incident). The Failure Reason field on the On-Call Escalation Notification record displays the failure reason. The work note is attributed to the on-call notification engine and includes the following information.{#delivery-status-tracking-oncall__delivery-status-tracking-oncall-section_delivery-failures-para-1} * Recipient name * Channel * Failure reason * Failure timestamp * Escalation step number {#delivery-status-tracking-oncall__ul_delivery-failure-worknote-fields} Only failures are written to work notes.{#delivery-status-tracking-oncall__delivery-status-tracking-oncall-section_delivery-failures-para-2} **Related concepts** * [Designing an escalation process](https://www.servicenow.com/docs/lZGCHAj1nLXgtoCPhBk~CA "To design an escalation process for a task, you define a trigger rule and configure one or more escalation policies.") **Related tasks** * [Track the progress of an escalation](https://www.servicenow.com/docs/~hpiKiD~90dfvAz0ODPrgA "Use the On-Call Escalation Tracking page for full visibility into the time line of an active or closed escalation as it progresses through its on-call escalation path.") * [View details in an escalation log](https://www.servicenow.com/docs/vcnIZDnDPxD3SaRyifXVrw "View the escalation log record for full details on the time line and actions for an on-call escalation as it progressed through the on-call escalation path. You can also access escalation and escalation notification information from reports.") * [View details in an escalation log](https://www.servicenow.com/docs/vcnIZDnDPxD3SaRyifXVrw "View the escalation log record for full details on the time line and actions for an on-call escalation as it progressed through the on-call escalation path. You can also access escalation and escalation notification information from reports.") * [Track the progress of an escalation](https://www.servicenow.com/docs/~hpiKiD~90dfvAz0ODPrgA "Use the On-Call Escalation Tracking page for full visibility into the time line of an active or closed escalation as it progresses through its on-call escalation path.")