On-Call Scheduling in Service Operations Workspace
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- UpdatedFeb 2, 2023
- 4 minutes to read
- Utah
- IT Service Management
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
- Support group associated with the primary configuration item, that is, the Configuration item field
- Top support group of impacted services from the Impacted Services/CIs related list
- 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.
For information about On-Call Scheduling, see On-Call Scheduling.
Explore on-call support for an incident 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 or admin
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
- Open an incident.
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To view the relevant shift details, contact on-call members, and do other
relevant tasks, perform the following steps.
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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
- Support group associated with the primary configuration item, that is, the Configuration item field
- Top support group of impacted services from the Impacted Services/CIs related list
- Top support group of affected CIs from the Affected CIs related list
- Assignment group of the agent, that is, the Assignment group field
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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.
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From the contextual side panel, click the experts on-call icon (
-
To view dynamic tracking of an on-call escalation, click the on-call escalations icon (
).
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To view detailed escalation tracking information, click View escalation details.
On this page
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