---
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


---

# Customize the on-call support group recommendations

# Customize the on-call support group recommendations {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Configure the support group recommendations that should be displayed in the
Experts on-call panel for an incident.

## Before you begin

Role required: admin

## Procedure

1. Navigate to AllSystem DefinitionScript Includes.
2. From the Script Includes list, select OnCallUtilsSow.
3. To configure the support group recommendations, modify the Script field.  
   For information about how these groups are available for an incident, see [Experts on-call in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/V9q~0p1iqMI02FdjY4lRog#work-on-call-sow "View the relevant shift details and contact on-call members for issue resolution and dynamically track the on-call escalation.").

       getRecommendedGroups: function(table, sysId, fieldWatchList) {
       		if(!table || !sysId) {
       			return {};
       		}
       		
       		var recommendedGroups = {};
       		var gr = new GlideRecord(table);
       		if (gr.get(sysId)) {
       			var self = this;
       			
       			if (table == this.TABLES.INCIDENT) {	
       				fieldWatchList.forEach(function(watchField) {
       					if (watchField.field == "assignment_group" && !recommendedGroups[watchField.value + ""] && self._isOnCallDefinedForTheGroup(watchField.value)) {
       						recommendedGroups[watchField.value + ""] = gs.getMessage("Recommended based on assignment group");
       					} else if (watchField.field == "cmdb_ci") {
       						var cmdbCiGr = new GlideRecord(self.TABLES.CMDB_CI);
       						if (cmdbCiGr.get(watchField.value + "")) {
       							if (cmdbCiGr.support_group && !recommendedGroups[cmdbCiGr.support_group + ""] && self._isOnCallDefinedForTheGroup(cmdbCiGr.support_group + "")) {
       								recommendedGroups[cmdbCiGr.support_group + ""] = gs.getMessage("Recommended based on affected CI");
       							}
       						}
       					} else if (watchField.field == "business_service") {
       						var businessServiceGr = new GlideRecord(self.TABLES.CMDB_CI_SERVICE);
       						if (businessServiceGr.get(watchField.value + "")) {
       							if (businessServiceGr.support_group && !recommendedGroups[businessServiceGr.support_group + ""] && self._isOnCallDefinedForTheGroup(businessServiceGr.support_group + "")) {
       								recommendedGroups[businessServiceGr.support_group + ""] = gs.getMessage("Recommended based on impacted service");
       							}
       						}
       					}
       				});
       			}
       		}
       		
       		return recommendedGroups;
       	}

4. Click Update.

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