---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Workflow Activities for On-Call Scheduling

# Workflow Activities for On-Call Scheduling {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read  
Workflow activities in On-Call Scheduling workflows.

## Escalation workflow activities {#workflow-activities-oncall__section_q1b_vw5_mlb}

On-Call: Log Escalation Start

:   Creates an escalation record based on group,
    task, and workflow details.

    Note:  
    The escalation that the workflow creates the
    `workflow.scratchpad.escalationSysId`
    sys_id. Use the sys_id in any of the other
    workflow activities.
    {#workflow-activities-oncall__table_x2q_mx5_mlb__entry__2}

    | Setting | Description |
    |-|-|
    | Group | sys_id of the group that the escalation belongs to. |
    | Table | Table name of the task record of the incident. |
    | Source | sys_id of the task record on which the escalation happened. |
    | WorkflowDefinition | sys_id of the workflow definition that is used to escalate. |
    | WorkflowContext | sys_id of the workflow context. |
    | ParentEscalationLevelId | sys_id of the parent escalation in the case that the escalation was triggered from another escalation. |
    | Category | Category of the escalation. One of: \[assign_by_acknowledgement, auto_assignment, notify_manual_assignmen,conferencing\]. |
    | Channels | Comma-separated list of the channels used to communicate during the escalation. Any or all of: \[email, sms, voice, slack\]. For example, sms,email,voice |
    | IgnoreDefReminders | If true, the workflow sends notification reminders as specified by the workflow, rather than as specified in On-Call Escalation settings. For example, in Conference On-Call escalations, the workflow might to dial the on-call members at one-minute intervals instead of the standard 15-minute intervals. |
    [ ]

    {#workflow-activities-oncall__table_x2q_mx5_mlb}

On-Call: Log Escalation Level

:   Creates an escalation level record given
    escalation and level details.

    {#workflow-activities-oncall__table_rrb_v2v_mlb__entry__2}

    | Setting | Description |
    |-|-|
    | EscalationId | sys_id of the escalation to which the level belongs. |
    | RotaId | sys_id of the shift for which the escalation is happening. |
    | Level | Current escalation level. For example, 2. |
    | Escalatee | Escalatee object at current escalation level. For example, getEscalationPlan()\[1\]. |
    | CatchAll | True if the escalation level belongs to a catch-all. |
    [ ]

    {#workflow-activities-oncall__table_rrb_v2v_mlb}

On-Call: Log Escalation Attempt

:   Creates a Contact attempt record given an
    escalation, level, and attempt details.

    {#workflow-activities-oncall__table_ghw_dfv_mlb__entry__2}

    | Setting | Description |
    |-|-|
    | EscalationId | sys_id of the escalation to which the contact attempt belongs. |
    | RotaId | sys_id of the shift for which the escalation is happening. |
    | Level | Current escalation level. For example, 2. |
    | ContactAttempt | Contact attempt number within the escalation level. For example, 1. |
    |   |   |
    [ ]

    {#workflow-activities-oncall__table_ghw_dfv_mlb}

On-Call: Log Escalation Communication

:   Creates a communication record given escalation,
    level, attempt, and communication details.

    {#workflow-activities-oncall__table_s3b_4fv_mlb__entry__2}

    | Setting | Description |
    |-|-|
    | EscalationId | sys_id of the escalation to which the communication belongs. |
    | RotaId | sys_id of the shift for which escalation is happening. |
    | Level | Current escalation level. For example, 2. |
    | ContactAttempt | Contact attempt number within the escalation level. For example, 1. |
    | EscalateeType | Type of escalatee to whom the communication is sent. One of: \[user,device\] |
    | EscalateeId | sys_id of the user or device, depending on escalatee type. |
    | CommType | Type of communication. One of: \[sms, voice, email, slack\] |
    | CommValue | Phone number or email address, depending on communication type. For example, `abel.tuter@servicenow.com` |
    | Status | Status of the communication. One of: \[sent, failed\]. |
    | Escalatee | Escalatee object at current escalation level. For example, getEscalationPlan()\[1\]. |
    | CatchAll | True if the escalation level belongs to a catch-all. |
    [ ]

    {#workflow-activities-oncall__table_s3b_4fv_mlb}

On-Call: Log Escalation End

:   Completes the escalation by setting active flag
    to false.

    {#workflow-activities-oncall__table_wn2_fgv_mlb__entry__2}

    | Setting | Description |
    |-|-|
    | EscalationId | sys_id of the escalation. |
    [ ]

    {#workflow-activities-oncall__table_wn2_fgv_mlb}

On-Call: Send Notification

:   Sends notification to the current escalatee via
    voice, SMS, Slack, Microsoft Teams, or mobile push.

    {#workflow-activities-oncall__table_knb_ngv_mlb__entry__2}

    | Setting | Description |
    |-|-|
    | Notification type | Type of notification. One of: \[sms, voice, slack\]. |
    | Message | Text of message to send to current escalatee if notification type is sms. |
    | Notification detail | List of parameters that are required for a notification: * SMS: notify_number, users, groups, numbers * Voice: numberToCallFrom, numberToCall, user * Slack: slack user, taskId, catchAllOption, wFContextId * Microsoft Teams: user, taskId, catchAllOption, wFContextId * Mobile push: userSysId, tablename, recordSysId {#workflow-activities-oncall__ul_ejt_ngv_mlb} |
    [ ]

    {#workflow-activities-oncall__table_knb_ngv_mlb}

On-Call: Manage Escalation Response

:   Manage an escalation response record (insert
    escalation record, clean escalation records,
    update response to an escalation). An escalation
    response record keeps track of a response received
    for an escalation through the SMS, voice, email,
    or Slack notification channels. An
    escalation response record is used to resume the
    On-Call: Assign by Acknowledgement workflow upon
    rejection of an escalation.

    {#workflow-activities-oncall__table_g4m_s4q_wlb__entry__2}

    | Setting | Description |
    |-|-|
    | Workflow Context | Workflow context ID. |
    | Escalatee Id | UserID of the current escalatee. |
    | Table Name | Table name of the task record. For example, <kbd class="ph userinput">incident</kbd>. |
    | Current Record Id | sys_id of the task record. |
    | Action Type | Type of action. One of: \[add,clean,update\] |
    | Response | Response by escalatee to an escalation. One of: \[accepted,rejected\] |
    [ ]

    {#workflow-activities-oncall__table_g4m_s4q_wlb}  
    Example uses:

    * Insert (add) - Workflow Context, Escalatee ID, Table Name, Current Record ID
    * Clean - Workflow Context
    * Update - Escalatee ID, Table Name, Current Record ID, Response
    {#workflow-activities-oncall__ul_xxm_bqq_wlb}