On-Call Scheduling workflows

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of On-Call Scheduling workflows

    On-Call Scheduling workflows automate task assignments, notifications, and escalations based on defined escalation policies and roster configurations. These workflows support various communication channels and respect members' time off to ensure efficient and accurate on-call operations.

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    Key Features

    • On-Call: Assign by Acknowledgement – Uses escalation settings and custom roster configurations to notify users via SMS, voice, email, Microsoft Teams, or mobile push. Sends notifications based on trigger rules that override earlier business rules. Respects time off by excluding unavailable members from notifications and escalation paths. Logs all communication attempts and handles failed contacts accordingly.
    • On-Call: Escalations by Email – Sends email notifications to escalatees until acknowledgment, logging all communications and treating catch-all users like standard recipients requiring a response.
    • On-Call: Assign – Automatically assigns tasks to the current primary roster member.
    • On-Call: Check Assignment Response – Processes inbound SMS replies to assign tasks based on user responses and updates notification records accordingly.
    • On-Call: Assign by Acknowledgement Voice – Initiates outbound voice calls to users or devices, assigns tasks based on call responses, and updates notification records.
    • On-Call: Time-off approval – Manages paid time off (PTO) requests by sending approval requests to appropriate managers.
    • On-Call: Conference Call Escalation – Manages escalation during conference calls by calling group members sequentially until someone joins.

    Practical Implications for ServiceNow Customers

    These workflows enable customers to streamline on-call task management with flexible notification options tailored to escalation policies and roster settings. The integration of trigger rules and respect for member availability ensures only relevant personnel are contacted, reducing noise and improving response times. Logging communication attempts provides transparency and auditability. Customers can customize escalation paths, communication channels, and time-off handling to fit organizational needs, supporting better incident management and operational continuity.

    Workflows perform On-Call Scheduling operations.

    Workflows installed with On-Call Scheduling

    On-Call: Assign by Acknowledgement

    The workflow uses data from escalation settings, including overlapping shifts and custom escalation settings for shifts and rosters. Depending on the settings, the workflow moves through the escalation path and sends notifications by SMS, voice, or email that ask users to accept a task.

    To send notifications, a trigger rule is required. Trigger rules supersede some On-Call business rules in earlier releases. To define a trigger rule, you must deactivate business rules that you customized in earlier releases.

    The workflow respects time off as specified in rosters. Roster members with time off are not included in the escalation path and no notifications are sent to them.

    If Force communication channel is specified in the Escalation settings for rosters, the Subscription-based notifications is used: SMS, email, voice, Microsoft Teams, or mobile push. If the preferred method is SMS and the on-call member does not have an SMS device defined, the user is not contacted even if the user has an email address. When forcing a communication channel on an escalation level does not succeed, no further communication attempts are made. The failed contact attempt is logged. The setting Force communication channel is available only if Notify is installed.

    • Until acknowledged, sends on-call notifications to escalatees based on the escalation policy and configured contact preference.
    • Logs escalation details for each communication.
    • Resumes the workflow immediately after rejection.
    • Catch-all users are treated like all other escalation users: A response is expected and the incident might be assigned to them based on their response.
    Note:
    This workflow internally launches the On-Call: Assign by Acknowledgement per Rota workflow.
    On-Call: Escalations by Email
    • Until acknowledged, sends on-call email notifications to escalatees based on the escalation policy and configured email contact preferences.
    • Logs escalation details for each communication.
    • Catch-all users are treated like all other escalation users: A response is expected and the incident might be assigned to them based on their response.
    On-Call: Assign
    Assigns the task to the current primary roster member.
    On-Call: Check Assignment Response
    • Triggered when an inbound SMS message is received.
    • Based on the response in the message, assigns the task to the roster member.
    • Updates the response in the corresponding notification record.
    On-Call: Assign by Acknowledgement Voice
    • Triggered when an outbound call is made from the on-call number to any user or device.
    • Based on the response to the voice call, assigns the task to the roster member.
    • Updates the response in the corresponding notification record.
    On-Call: Time-off approval
    • Triggered when vacation time off (PTO) is requested by a user.
    • Sends approval requests to appropriate managers.
    On-Call: Conference Call Escalation
    • Triggered when a conference call is initiated and a group is added to the call.
    • Makes a voice call to the first group member in the escalation policy.
    • If the member does not join the conference call, then escalates to next group member in the policy