On-call support for an incident in Service Operations Workspace

You can identify available on-call members of a support group and contact them to resolve an issue.

On-call support for an incident

Based on support groups associated with all services and CIs of the incident, the Experts on-call panel displays three on-call recommendations in the following order:

• Support group associated with the primary service, that is, the Service field.
• Top support group of impacted services from the Impacted Services/CIs related list.
• Support group associated with the primary configuration item, that is, the Configuration item field.
• Top support group of affected CIs from the Affected CIs related list.
• Assignment group of an agent, that is, the Assignment group field.

For each of these fields, on-call information such as shift names and on-call members is displayed. For each on-call member, you can view the contact information.

Figure 1. Experts on-call panel

For information about On-Call Scheduling, see On-Call Scheduling.

Experts on-call in Service Operations Workspace

View the relevant shift details and contact on-call members for issue resolution and dynamically track the on-call escalation.

Before you begin

Role required: itil, admin, sn_incident_read, sn_change_read

Ensure that the escalation logging, that is, the com.snc.on_call_rotation.log_escalations property is enabled to view the on-call escalation tracking page. For information about this property, see System properties for On-Call Scheduling.

Procedure

1. Open an incident.
2. To view the relevant shift details, contact on-call members, and do other relevant tasks, perform the following steps.
   1. From the contextual side panel, click the experts on-call icon ().
      For information about how on-call recommendations can be configured, see Customize the on-call support group recommendations.
      Three on-call recommendations are displayed based on support groups associated with all services and CIs of the incident in the following order:

      • Support group associated with the primary service, that is, the Service field.
      • Top support group of impacted services from the Impacted Services/CIs related list.
      • Support group associated with the primary configuration item, that is, the Configuration item field.
      • Top support group of affected CIs from the Affected CIs related list.
      • Assignment group of the agent, that is, the Assignment group field.
   2. To view detailed shift information such as all on-call members and start time and end time and, click Shift details.
      When no on-call member is available for a support group in that shift, you can view the next shift with on-call members.
   3. To start a Microsoft Teams chat conversation with an on-call member, click Contact next to the member details and click Start Teams chat.
      Note:

      You can view the user presence before contacting the on-call member.

      For information about Microsoft Teams chat, see Collaborate on a task record using Microsoft Teams in Service Operations Workspace.

   4. To configure display preferences in the Experts on-call panel, click the preferences icon () and perform any of the following actions.
      • To hide shifts with no on-call members, use the Hide shifts with no on-call toggle switch. If no on-call members are available for all support groups, you can search for other groups and view its on-call members.
      • To use the default date and time format configured for the current user, use the Use default date and time formats toggle switch.
3. To view dynamic tracking of an on-call escalation, click the on-call escalations icon ()
   
4. To view detailed escalation tracking information, click View escalation details.