---
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


---

# On-call support for an incident in Service Operations Workspace

# On-call support for an incident in Service Operations Workspace {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
You can identify available on-call members of a support group and contact them to
resolve an issue.

## On-call support for an incident {#on-call-sow__section_brs_1yr_vsb}

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.

{#on-call-sow__ul_g3z_bk4_hvb}

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](https://servicenow-prod.fluidtopics.net/00Qz6chZn3_jkDF74s931g "The On-Call Scheduling application identifies the assigned and available member of a support group, for example, when assigning an incident.").

## Experts on-call in Service Operations Workspace {#ariaid-title2}

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](https://servicenow-prod.fluidtopics.net/LnPeuCxU~5Qu4txwXNJQng "The property settings configure On-Call Scheduling operations.").

### 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 (![experts on-call icon]()).  
      For information about how on-call recommendations can be configured, see [Customize the on-call support group recommendations](https://servicenow-prod.fluidtopics.net/emjxQpIcKEEwLIJ67tuCXg "Configure the support group recommendations that should be displayed in the Experts on-call panel for an incident.").  
      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.
      {#work-on-call-sow__ul_g3z_bk4_hvb}
   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](https://servicenow-prod.fluidtopics.net/ZZitSP3dw_OAGHjjfqVk~w "Start or import a Microsoft Teams chat from a task record in Service Operations Workspace.").
   4. To configure display preferences in the Experts on-call panel, click the preferences icon (![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.
      {#work-on-call-sow__ul_syt_lsz_gwb}
   {#work-on-call-sow__substeps_kdd_vpz_gwb}
3. To view dynamic tracking of an on-call escalation, click the on-call escalations icon (![on-call escalations icon]())  
4. To view detailed escalation tracking information, click View escalation details.