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Group On-Call Rotation - Versions Prior to Eureka

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Note
Note: This article applies to Fuji and earlier releases. For more current information, see On-Call Scheduling at http://docs.servicenow.com

The ServiceNow Wiki is no longer being updated. Visit http://docs.servicenow.com for the latest product documentation.




Overview

Group on-call rotation provides a way of rotating an on-call position within a group of people on a regular basis. Escalation capabilities can tie into an on-call rotation, and the on-call position and escalation can both be used by business rules. There is a scripting API for use in business rules to easily access on-call rotation information. On-call rotation can help answer questions like the following:

  • For a specific group, who is the primary contact person right now?
  • Who is the primary contact at any given time?
  • How do I escalate notifications for this group?
  • When am I on-call for this group this year?
Note
Note: The on-call scheduling feature replaces group on-call rotation starting with the Eureka release.


Concepts

  • Groups- Standard groups in ServiceNow that serve as the basis for rotations
  • Rotas- A rota in the Group On-Call Rotation application is the top level definition of on-call shift hour patterns, personnel lists, and notification rules for a group
  • Rosters- Rosters are subsets of groups and determine who is part of a particular rotation for a group - a roster can contain only some group members
  • Calendars- Provide information about currently defined rotations as well as an interface for manipulating these rotations
  • On-call Rotation- An on-call rotation consists of a roster and a schedule to determine who is responsible for responding to incidents in a specific group

On-call Rotation Plugin Modules

On call menu.jpg


  • Create New Rota: Wizard that simplifies the creation of new rosters.
  • My Groups Rotas: Entry point for an end user of On-Call Rotation to see rosters that they are a part of.
  • On-call Calendars: Provides information about currently defined rotations as well as an interface for manipulating these rotations.
  • Rotation Schedule Report: Reporting mechanism for accessing information about On-Call rotations.
  • Notification Report: Provides information on how an incident should be escalated for a certain roster.
  • Roster Schedule Types: Used to define schedule templates that can be used in the Create New Rota wizard.

Creating an On-Call Rotation

Navigate to Create New Rota. Select the group to which the rotation will correspond, select a start date, and select a schedule type. This associates a rotation (who) with a schedule type (when).

  1. Navigate and locate the rotation you just added, and go to the associated roster (Rosters related list). Note if you are not a member of the rotation you just set up, you will have to change the list filter to drop the group condition, as it specifies the groups of which you are a member.
  2. Check the time zone for this roster, and set it to the members' time zone if required. If the roster should begin at a particular time of day, clear all day rotation, and you will be able to specify a time.
  3. Here you may change the members of the roster. Initially, they are populated from the group, but you can remove users that will not participate in the rotation by clicking the “edit” button and using the slushbucket to remove them from the selected list. Members will automatically be reordered, and the calendar will get updated. Note that you cannot add members to the roster who are not in the group.
  4. You may add additional rosters to a rotation. For example, you may want to have a primary roster and a secondary roster. In this case, you can create a second roster, call it Secondary, and configure the members the same as the Primary roster, only stagger the order. This will ensure that the primary and secondary person are never the same.
  5. Notification rules may also be specified on the rotation by going to the Notification rules related list on the rotation form.

For more details, see Creating a New Roster.

Scripting of On-Call Rotations

There is an on-call rotation scripting API for accessing on-call rotation information within any of the ServiceNow scripting components. This means all rotation information is available to business rules and other scripts without having to script additional GlideRecord queries. Using scripting it is possible to produce highly customized on-call rotation configurations related to after-hour incident assignments or any other configuration. For more detail, see Scripting of On-Call Rotations.


Example business rules have been provided that demonstrate how the API can be used to automatically assign incidents to the on-call person for a group or to provide escalation notices to a group.

On-call Calendars

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On-call calendars provide a way of visualizing the on-call rotation for a group. Navigate to On-Call Rotation > On-Call Calendars. Initially, the display will default to the first group with a roster. Use the group drop-down to select the group in which you are interested.

Each timeslot specified by the schedule type for the group’s roster will be displayed along with the on-call person assigned to that slot.

Use the 31, 7, and 1 buttons to change the calendar’s display to monthly, weekly, and daily views. Use the left and right arrows to move the display back and forward in time. Use the calendar icon to move to a specific date.

Rotation Schedule Report

To produce a report of on-calls for a period of time for one or more groups, navigate to On-Call Rotation -> Rotation Schedule Report. Select the start and end date for the report and select one or more groups. Click the “All groups” checkbox to list all the groups from which groups can be added. Alternately, leave “All groups” unchecked and begin typing the name of a group and all groups that begin with the letters entered will be displayed.

Once at least one group has been selected, click “Run Report”. The screen will clear and the report will display as a list which can be sorted, filtered, personalized, etc. as any other list can.