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Release: Australia · Updated: 2026-03-12 · Official documentation · View source

OnCallRotation- Global

The OnCallRotation script include provides methods to manage on-call schedules.

For information, see On-call scheduling.

OnCallRotation - OnCallRotation()

Creates an instance of the OnCallRotation class.

Name	Type	Description
None

var oncall = new OnCallRotation();

OnCallRotation - addCurrentToNotified()

Add the current escalation member to the list of notified users so that the API knows who has been contacted. This API is applicable for a single shift, overlapping shifts, and custom escalation.

Name	Type	Description
None

Type	Description
void

OnCallRotation - cancelEscalations(GlideRecord escalationGr)

Cancels any escalations for the GlideRecord that were started with the startEscalations API. This API is applicable for a single shift, overlapping shifts, and custom escalation.

Name	Type	Description
escalationGr	GlideRecord	GlideRecord of Rotation escalation(cmn_rota_escalation

Type	Description
void

OnCallRotation - continueEscalations(GlideRecord escalationGr)

Continue the escalations for a document(incident now_GR) and group. This API is applicable for a single shift, overlapping shifts, and custom escalation.

Name	Type	Description
escalationGr	GlideRecord	GlideRecord of Rotation escalation(cmn_rota_escalation

Type	Description
void

OnCallRotation - getCatchAll(String rotaID)

Gets the sys_id of the catch all person. Use together with the getCatchAllType() method to determine the source of the returned id. This API is applicable for a single shift, overlapping shifts, and custom escalation.

Name	Type	Description
rotaID	String	The sys_id of the rota.

Type	Description
String	The sys_id of a sys_user, a cmn_rota_roster, or null.

var rotaSysId = '349f399173062300e7af6238edf6a75e';
var onCallRotation = new OnCallRotation();
var catchAll = onCallRotation.getCatchAll(rotaSysId);
gs.log(catchAll);

Output:

46d44a23a9fe19810012d100cca80666

OnCallRotation - getCatchAllType(String rotaID)

Gets the type of _catch all_ that lives at the end of the escalation chain. When the escalation chain finishes without assigning an on-call person, if configured, the incident is assigned to the _catch all_. This API is applicable for a single shift, overlapping shifts, and custom escalation.

Name	Type	Description
rotaID	String	The sys_id of the rota.

Type	Description
String	- Null: invalid rota id or catch all is not available. - Group\_manager: the manager of the group linked to the rota is the catch all person. - Individual: a configured user is the catch all person. - All: all members of the configured roster are the catch all person.

var rotaSysId = '349f399173062300e7af6238edf6a75e';
var onCallRotation = new OnCallRotation();
var catchAllType = onCallRotation.getCatchAllType(rotaSysId);
gs.log(catchAllType);

Output:

group_manager

OnCallRotation - getEscalateeAt(String groupID, GlideDateTime dateTime, Number position)

Gets an item to escalate to, either a user [sys_user], group, or notification device [cmn_notif_device], for a group's shift at the specified date and time and at a certain position in the escalation lineup. This API is applicable for a single shift.

The method returns null if an invalid position or group is passed as an argument.

You can use the getTableName() method to check whether the returning GlideRecord comes from the sys_user or cmn_notif_device table.

Name	Type	Description
groupID	String	The sys_id for the group from which to get the item to escalate.
dateTime	GlideDateTime	The date and time when the escalation lineup should begin.
position	Number	The position in the lineup to determine the item to escalate to (1-based, which means the count starts with 1).

Type	Description
GlideRecord	The item to escalate to,that is, escalatees (either a user, group, or device records depending on the notification rules) at a specific time and position. Returns null if nothing is found.

var groupSysId = '096fb59173062300e7af6238edf6a783';
var currentTime = new GlideDateTime();
var onCallRotation = new OnCallRotation();
var escalatee = onCallRotation.getEscalateeAt(groupSysId, currentTime, 1);
gs.log(escalatee.name);

Output:

Abel Tuter

OnCallRotation - getEscalatees(String groupSysIds, String rotaSysIds, String rosterSysIds, GlideDateTime gdt, GlideRecord taskGr)

Gets a list of escalatees that are on-call for a given time. If no time is specified, then the current time is used. If no groupSysIds are provided, empty list is returned. This API is applicable for a single shift, overlapping shifts, and custom escalation.

Note: Set the taskGR parameter to enable escalation plan evaluation.

Name	Type	Description
groupSysIds	String	Comma-separated list of sys_ids of the sys_user_group, to filter the records by.
rotaSysIds	String	Comma-separated list of cmn_rota sys_ids to filter the records by.
rosterSysIds	String	Comma-separated list of cmn_rota_roster sys_ids to filter the records by.
gdt	GlideDateTime	Date in the UTC timezone
taskGr	GlideRecord	Optional. Current task record. If taskGr is empty, this method returns the default escalation plan. If taskGr is passed, escalation policies are evaluated in order and this method returns the corresponding escalation plan.

Type	Description
Object	Escalatee information such as userIds, deviceIds, and escalationGroups.

var groupSysId = '096fb59173062300e7af6238edf6a783';
var currentTime = new GlideDateTime();
var onCallRotation = new OnCallRotation();
var result = onCallRotation.getEscalatees(groupSysId, "", "", currentTime);
gs.log(JSON.stringify(result));

Output:

For single shift:

[
  {
    "memberId": "119f399173062300e7af6238edf6a7e7",
    "memberIds": [],
    "userId": "62826bf03710200044e0bfc8bcbe5df1",
    "userIds": [],
    "roster": "9d9f399173062300e7af6238edf6a7e5",
    "rota": "349f399173062300e7af6238edf6a75e",
    "group": "096fb59173062300e7af6238edf6a783",
    "escalationGroups": [],
    "deviceId": "",
    "deviceIds": [],
    "isDevice": false,
    "order": 1,
    "isOverride": false,
    "rotationScheduleId": "119f399173062300e7af6238edf6a7df",
    "memberScheduleId": "9d9f399173062300e7af6238edf6a7ec"
  },
  {
    "memberId": "1d9f399173062300e7af6238edf6a7e8",
    "memberIds": [],
    "userId": "a8f98bb0eb32010045e1a5115206fe3a",
    "userIds": [],
    "roster": "9d9f399173062300e7af6238edf6a7e5",
    "rota": "349f399173062300e7af6238edf6a75e",
    "group": "096fb59173062300e7af6238edf6a783",
    "escalationGroups": [],
    "deviceId": "",
    "deviceIds": [],
    "isDevice": false,
    "order": 2,
    "isOverride": false,
    "rotationScheduleId": "119f399173062300e7af6238edf6a7df",
    "memberScheduleId": "d99f399173062300e7af6238edf6a7ef"
  },
  {
    "memberId": "dd9f399173062300e7af6238edf6a7e9",
    "memberIds": [],
    "userId": "0a826bf03710200044e0bfc8bcbe5d7a",
    "userIds": [],
    "roster": "9d9f399173062300e7af6238edf6a7e5",
    "rota": "349f399173062300e7af6238edf6a75e",
    "group": "096fb59173062300e7af6238edf6a783",
    "escalationGroups": [],
    "deviceId": "",
    "deviceIds": [],
    "isDevice": false,
    "order": 3,
    "isOverride": false,
    "rotationScheduleId": "119f399173062300e7af6238edf6a7df",
    "memberScheduleId": "519f399173062300e7af6238edf6a7f2"
  }
]

For overlapping shift:

[
  {
    "memberId": "119f399173062300e7af6238edf6a7e7",
    "memberIds": [],
    "userId": "62826bf03710200044e0bfc8bcbe5df1",
    "userIds": [],
    "roster": "9d9f399173062300e7af6238edf6a7e5",
    "rota": "349f399173062300e7af6238edf6a75e",
    "group": "096fb59173062300e7af6238edf6a783",
    "escalationGroups": [],
    "deviceId": "",
    "deviceIds": [],
    "isDevice": false,
    "order": 1,
    "isOverride": false,
    "rotationScheduleId": "119f399173062300e7af6238edf6a7df",
    "memberScheduleId": "9d9f399173062300e7af6238edf6a7ec"
  },
  {
    "memberId": "7daf799173062300e7af6238edf6a7a2",
    "memberIds": [],
    "userId": "d2826bf03710200044e0bfc8bcbe5dc9",
    "userIds": [],
    "roster": "b5af799173062300e7af6238edf6a7a2",
    "rota": "35af799173062300e7af6238edf6a79e",
    "group": "096fb59173062300e7af6238edf6a783",
    "escalationGroups": [],
    "deviceId": "",
    "deviceIds": [],
    "isDevice": false,
    "order": 1,
    "isOverride": false,
    "rotationScheduleId": "3daf799173062300e7af6238edf6a79e",
    "memberScheduleId": "06af799173062300e7af6238edf6a7cd"
  },
  {
    "memberId": "1d9f399173062300e7af6238edf6a7e8",
    "memberIds": [],
    "userId": "a8f98bb0eb32010045e1a5115206fe3a",
    "userIds": [],
    "roster": "9d9f399173062300e7af6238edf6a7e5",
    "rota": "349f399173062300e7af6238edf6a75e",
    "group": "096fb59173062300e7af6238edf6a783",
    "escalationGroups": [],
    "deviceId": "",
    "deviceIds": [],
    "isDevice": false,
    "order": 2,
    "isOverride": false,
    "rotationScheduleId": "119f399173062300e7af6238edf6a7df",
    "memberScheduleId": "d99f399173062300e7af6238edf6a7ef"
  },
  {
    "memberId": "f5af799173062300e7af6238edf6a7c9",
    "memberIds": [],
    "userId": "ee826bf03710200044e0bfc8bcbe5def",
    "userIds": [],
    "roster": "b5af799173062300e7af6238edf6a7a2",
    "rota": "35af799173062300e7af6238edf6a79e",
    "group": "096fb59173062300e7af6238edf6a783",
    "escalationGroups": [],
    "deviceId": "",
    "deviceIds": [],
    "isDevice": false,
    "order": 2,
    "isOverride": false,
    "rotationScheduleId": "3daf799173062300e7af6238edf6a79e",
    "memberScheduleId": "8aaf799173062300e7af6238edf6a7cf"
  },
  {
    "memberId": "dd9f399173062300e7af6238edf6a7e9",
    "memberIds": [],
    "userId": "0a826bf03710200044e0bfc8bcbe5d7a",
    "userIds": [],
    "roster": "9d9f399173062300e7af6238edf6a7e5",
    "rota": "349f399173062300e7af6238edf6a75e",
    "group": "096fb59173062300e7af6238edf6a783",
    "escalationGroups": [],
    "deviceId": "",
    "deviceIds": [],
    "isDevice": false,
    "order": 3,
    "isOverride": false,
    "rotationScheduleId": "119f399173062300e7af6238edf6a7df",
    "memberScheduleId": "519f399173062300e7af6238edf6a7f2"
  },
  {
    "memberId": "8aaf799173062300e7af6238edf6a7ca",
    "memberIds": [],
    "userId": "e2826bf03710200044e0bfc8bcbe5de0",
    "userIds": [],
    "roster": "b5af799173062300e7af6238edf6a7a2",
    "rota": "35af799173062300e7af6238edf6a79e",
    "group": "096fb59173062300e7af6238edf6a783",
    "escalationGroups": [],
    "deviceId": "",
    "deviceIds": [],
    "isDevice": false,
    "order": 3,
    "isOverride": false,
    "rotationScheduleId": "3daf799173062300e7af6238edf6a79e",
    "memberScheduleId": "02af799173062300e7af6238edf6a7d2"
  }
]

For custom escalation

[
  {
    "memberId": "",
    "memberIds": [],
    "userId": "",
    "userIds": [
      "62826bf03710200044e0bfc8bcbe5df1",
      "46d44a23a9fe19810012d100cca80666"
    ],
    "roster": "",
    "rota": "349f399173062300e7af6238edf6a75e",
    "group": "096fb59173062300e7af6238edf6a783",
    "escalationGroups": [
      "a715cd759f2002002920bde8132e7018"
    ],
    "deviceId": "",
    "deviceIds": [],
    "isDevice": false,
    "order": 1,
    "isOverride": false,
    "rotationScheduleId": "119f399173062300e7af6238edf6a7df",
    "memberScheduleId": ""
  },
  {
    "memberId": "",
    "memberIds": [
      "119f399173062300e7af6238edf6a7e7"
    ],
    "userId": "",
    "userIds": [
      "62826bf03710200044e0bfc8bcbe5df1"
    ],
    "roster": "9d9f399173062300e7af6238edf6a7e5",
    "rota": "349f399173062300e7af6238edf6a75e",
    "group": "096fb59173062300e7af6238edf6a783",
    "escalationGroups": [],
    "deviceId": "",
    "deviceIds": [],
    "isDevice": false,
    "order": 2,
    "isOverride": false,
    "rotationScheduleId": "119f399173062300e7af6238edf6a7df",
    "memberScheduleId": ""
  }
]

/**
 * create a custom escalation for service desk shift with condition as P1 for Incident
 * taskGr is optional parameter
 * if taskGr is empty then it returns list of escalatees in default escalation plan
 * if taskGr is passed then escalation policies are executed evaluated in order and list of escalatees in corresponding escalation plan is returned
**/
var serviceDeskSysId = 'd625dccec0a8016700a222a0f7900d06';
var taskGr = new GlideRecord('incident');
taskGr.get('ed92e8d173d023002728660c4cf6a7bc');

var ocRotation = new OnCallRotation();
var escalatees = ocRotation.getEscalatees(serviceDeskSysId, null, null, null, null, taskGr);
gs.log(JSON.stringify(escalatees));

OnCallRotation - getEscalationPlan(String groupSysId, GlideDateTime gdt, String rotaSysIds, GlideRecord taskGr)

Gets a list of objects to escalate to, escalation plans that consist of either a user [sys_user] or notification device [cmn_notif_device], for a group's shift at the specified date and time. This API is applicable for a single shift, overlapping shifts, and custom escalation.

The Escalation object contains the following fields:

Number order: the escalation order within the lineup
String userId: sys_id of the sys_user record or null
String deviceId: sys_id of the cmn_notif_device record or null
Boolean isDevice: true or false depending on whether the item to escalate to is a device or user
GlideDuration timeBetweenReminders: the time between reminders being sent
Number reminderNum: number of reminders to be sent for each item to escalate to

Note: Set the taskGR parameter to enable escalation plan evaluation.

Name	Type	Description
groupID	String	sys_id for the group for which you need the escalation plan.
gdt	GlideDateTime	Date and time when the escalation lineup should begin. Default is now. yyyy-MM-dd HH:mm:ss is the format in UTC timezone.
rotaSysIds	String	Comma-separated list of cmn_rota sys_ids to filter the records by.
taskGr	GlideRecord	Optional. Current task record. If taskGr is empty, this method returns the default escalation plan. If taskGr is passed, escalation policies are evaluated in order and this method returns the corresponding escalation plan.

Type	Description
Object	A list of escalation objects to escalate to.

var groupSysId = '096fb59173062300e7af6238edf6a783';
var currentTime = new GlideDateTime();
var onCallRotation = new OnCallRotation();
var result = onCallRotation.getEscalationPlan(groupSysId, currentTime);
gs.log(JSON.stringify(result));

Output:

For single shift:

[
  {
    "order": 1,
    "userId": "62826bf03710200044e0bfc8bcbe5df1",
    "userIds": [],
    "deviceId": "",
    "deviceIds": [],
    "escalationGroups": [],
    "isDevice": false,
    "timeToNextStep": null,
    "cmnRotaEscStepDefId": null,
    "reminderNum": 1,
    "rosterId": "9d9f399173062300e7af6238edf6a7e5",
    "memberId": "119f399173062300e7af6238edf6a7e7",
    "memberIds": [],
    "isOverride": false,
    "additionalEscalatees": [],
    "forcedCommunicationChannel": "",
    "rotaId": "349f399173062300e7af6238edf6a75e",
    "groupId": "096fb59173062300e7af6238edf6a783",
    "rotaScheduleId": "119f399173062300e7af6238edf6a7df",
    "memberScheduleId": "9d9f399173062300e7af6238edf6a7ec"
  },
  {
    "order": 2,
    "userId": "a8f98bb0eb32010045e1a5115206fe3a",
    "userIds": [],
    "deviceId": "",
    "deviceIds": [],
    "escalationGroups": [],
    "isDevice": false,
    "timeToNextStep": null,
    "cmnRotaEscStepDefId": null,
    "reminderNum": 1,
    "rosterId": "9d9f399173062300e7af6238edf6a7e5",
    "memberId": "1d9f399173062300e7af6238edf6a7e8",
    "memberIds": [],
    "isOverride": false,
    "additionalEscalatees": [],
    "forcedCommunicationChannel": "",
    "rotaId": "349f399173062300e7af6238edf6a75e",
    "groupId": "096fb59173062300e7af6238edf6a783",
    "rotaScheduleId": "119f399173062300e7af6238edf6a7df",
    "memberScheduleId": "d99f399173062300e7af6238edf6a7ef"
  },
  {
    "order": 3,
    "userId": "0a826bf03710200044e0bfc8bcbe5d7a",
    "userIds": [],
    "deviceId": "",
    "deviceIds": [],
    "escalationGroups": [],
    "isDevice": false,
    "timeToNextStep": null,
    "cmnRotaEscStepDefId": null,
    "reminderNum": 1,
    "rosterId": "9d9f399173062300e7af6238edf6a7e5",
    "memberId": "dd9f399173062300e7af6238edf6a7e9",
    "memberIds": [],
    "isOverride": false,
    "additionalEscalatees": [],
    "forcedCommunicationChannel": "",
    "rotaId": "349f399173062300e7af6238edf6a75e",
    "groupId": "096fb59173062300e7af6238edf6a783",
    "rotaScheduleId": "119f399173062300e7af6238edf6a7df",
    "memberScheduleId": "519f399173062300e7af6238edf6a7f2"
  }
]

For overlapping shift:

[
  {
    "order": 1,
    "userId": "62826bf03710200044e0bfc8bcbe5df1",
    "userIds": [],
    "deviceId": "",
    "deviceIds": [],
    "escalationGroups": [],
    "isDevice": false,
    "timeToNextStep": null,
    "cmnRotaEscStepDefId": null,
    "reminderNum": 1,
    "rosterId": "9d9f399173062300e7af6238edf6a7e5",
    "memberId": "119f399173062300e7af6238edf6a7e7",
    "memberIds": [],
    "isOverride": false,
    "additionalEscalatees": [
      {
        "order": 1,
        "userId": "d2826bf03710200044e0bfc8bcbe5dc9",
        "userIds": [],
        "deviceId": "",
        "deviceIds": [],
        "escalationGroups": [],
        "isDevice": false,
        "timeToNextStep": null,
        "cmnRotaEscStepDefId": null,
        "reminderNum": 1,
        "rosterId": "b5af799173062300e7af6238edf6a7a2",
        "memberId": "7daf799173062300e7af6238edf6a7a2",
        "memberIds": [],
        "isOverride": false,
        "additionalEscalatees": [],
        "forcedCommunicationChannel": "",
        "rotaId": "35af799173062300e7af6238edf6a79e",
        "groupId": "096fb59173062300e7af6238edf6a783",
        "rotaScheduleId": "3daf799173062300e7af6238edf6a79e",
        "memberScheduleId": "06af799173062300e7af6238edf6a7cd"
      }
    ],
    "forcedCommunicationChannel": "",
    "rotaId": "349f399173062300e7af6238edf6a75e",
    "groupId": "096fb59173062300e7af6238edf6a783",
    "rotaScheduleId": "119f399173062300e7af6238edf6a7df",
    "memberScheduleId": "9d9f399173062300e7af6238edf6a7ec"
  },
  {
    "order": 2,
    "userId": "a8f98bb0eb32010045e1a5115206fe3a",
    "userIds": [],
    "deviceId": "",
    "deviceIds": [],
    "escalationGroups": [],
    "isDevice": false,
    "timeToNextStep": null,
    "cmnRotaEscStepDefId": null,
    "reminderNum": 1,
    "rosterId": "9d9f399173062300e7af6238edf6a7e5",
    "memberId": "1d9f399173062300e7af6238edf6a7e8",
    "memberIds": [],
    "isOverride": false,
    "additionalEscalatees": [
      {
        "order": 2,
        "userId": "ee826bf03710200044e0bfc8bcbe5def",
        "userIds": [],
        "deviceId": "",
        "deviceIds": [],
        "escalationGroups": [],
        "isDevice": false,
        "timeToNextStep": null,
        "cmnRotaEscStepDefId": null,
        "reminderNum": 1,
        "rosterId": "b5af799173062300e7af6238edf6a7a2",
        "memberId": "f5af799173062300e7af6238edf6a7c9",
        "memberIds": [],
        "isOverride": false,
        "additionalEscalatees": [],
        "forcedCommunicationChannel": "",
        "rotaId": "35af799173062300e7af6238edf6a79e",
        "groupId": "096fb59173062300e7af6238edf6a783",
        "rotaScheduleId": "3daf799173062300e7af6238edf6a79e",
        "memberScheduleId": "8aaf799173062300e7af6238edf6a7cf"
      }
    ],
    "forcedCommunicationChannel": "",
    "rotaId": "349f399173062300e7af6238edf6a75e",
    "groupId": "096fb59173062300e7af6238edf6a783",
    "rotaScheduleId": "119f399173062300e7af6238edf6a7df",
    "memberScheduleId": "d99f399173062300e7af6238edf6a7ef"
  },
  {
    "order": 3,
    "userId": "0a826bf03710200044e0bfc8bcbe5d7a",
    "userIds": [],
    "deviceId": "",
    "deviceIds": [],
    "escalationGroups": [],
    "isDevice": false,
    "timeToNextStep": null,
    "cmnRotaEscStepDefId": null,
    "reminderNum": 1,
    "rosterId": "9d9f399173062300e7af6238edf6a7e5",
    "memberId": "dd9f399173062300e7af6238edf6a7e9",
    "memberIds": [],
    "isOverride": false,
    "additionalEscalatees": [
      {
        "order": 3,
        "userId": "e2826bf03710200044e0bfc8bcbe5de0",
        "userIds": [],
        "deviceId": "",
        "deviceIds": [],
        "escalationGroups": [],
        "isDevice": false,
        "timeToNextStep": null,
        "cmnRotaEscStepDefId": null,
        "reminderNum": 1,
        "rosterId": "b5af799173062300e7af6238edf6a7a2",
        "memberId": "8aaf799173062300e7af6238edf6a7ca",
        "memberIds": [],
        "isOverride": false,
        "additionalEscalatees": [],
        "forcedCommunicationChannel": "",
        "rotaId": "35af799173062300e7af6238edf6a79e",
        "groupId": "096fb59173062300e7af6238edf6a783",
        "rotaScheduleId": "3daf799173062300e7af6238edf6a79e",
        "memberScheduleId": "02af799173062300e7af6238edf6a7d2"
      }
    ],
    "forcedCommunicationChannel": "",
    "rotaId": "349f399173062300e7af6238edf6a75e",
    "groupId": "096fb59173062300e7af6238edf6a783",
    "rotaScheduleId": "119f399173062300e7af6238edf6a7df",
    "memberScheduleId": "519f399173062300e7af6238edf6a7f2"
  }
]

For custom escalation:

[
  {
    "order": 1,
    "userId": "",
    "userIds": [
      "62826bf03710200044e0bfc8bcbe5df1",
      "46d44a23a9fe19810012d100cca80666"
    ],
    "deviceId": "",
    "deviceIds": [],
    "escalationGroups": [
      "a715cd759f2002002920bde8132e7018"
    ],
    "isDevice": false,
    "timeBetweenReminders": {},
    "timeToNextStep": {},
    "cmnRotaEscStepDefId": "655042d173062300e7af6238edf6a738",
    "reminderNum": 1,
    "rosterId": "",
    "memberId": "",
    "memberIds": [],
    "isOverride": false,
    "additionalEscalatees": [],
    "forcedCommunicationChannel": "",
    "rotaId": "349f399173062300e7af6238edf6a75e",
    "groupId": "096fb59173062300e7af6238edf6a783",
    "rotaScheduleId": "119f399173062300e7af6238edf6a7df",
    "memberScheduleId": ""
  },
  {
    "order": 2,
    "userId": "",
    "userIds": [],
    "deviceId": "",
    "deviceIds": [],
    "escalationGroups": [],
    "isDevice": false,
    "timeBetweenReminders": {},
    "timeToNextStep": {},
    "cmnRotaEscStepDefId": "8b6042d173062300e7af6238edf6a7f3",
    "reminderNum": 1,
    "rosterId": "",
    "memberId": "",
    "memberIds": [],
    "isOverride": false,
    "additionalEscalatees": [],
    "forcedCommunicationChannel": "",
    "rotaId": "349f399173062300e7af6238edf6a75e",
    "groupId": "096fb59173062300e7af6238edf6a783",
    "rotaScheduleId": "119f399173062300e7af6238edf6a7df",
    "memberScheduleId": ""
  }
]

/**
* create a custom escalation for service desk shift with condition as P1 for Incident
* taskGr is optional parameter
* if taskGr is empty then it returns default escalation plan
* if taskGr is passed then escalation policies are executed evaluated in order and corresponding escalation plan is returned
**/

var serviceDeskSysId = 'd625dccec0a8016700a222a0f7900d06';
var taskGr = new GlideRecord('incident');
taskGr.get('ed92e8d173d023002728660c4cf6a7bc');

var ocRotation = new OnCallRotation();
var escalationPlan = ocRotation.getEscalationPlan(serviceDeskSysId, null, null, taskGr);
gs.log(JSON.stringify(escalationPlan));

OnCallRotation - getEscalationType(String rotaID)

Gets the type of escalation based on a simple calculation. If there is one active roster in the rota, rotate through members. If there is more than one active roster in the rota, rotate through rosters. This API is applicable for a single shift, overlapping shifts, and custom escalation.

Name	Type	Description
rotaID	String	The sys_id for the rota to check for rosters.

Type	Description
String	- Member: if there is one roster in the rota. - Roster: if there is more than one roster in the rota. - No rosters in this rota: if none of the above. - Custom: If the custom escalation is applicable.

var rotaSysId = '349f399173062300e7af6238edf6a75e';
var onCallRotation = new OnCallRotation();
var escalationType = onCallRotation.getEscalationType(rotaSysId);
gs.log(escalationType);

Output:

custom

OnCallRotation - getEscalateesAt(String groupSysId, GlideDateTime gdt, Number position, GlideRecord taskGr)

Gets the escalatees (either a user, group, or device records depending on the notification rules) at a specific time and position. This API is applicable for a single shift, overlapping shifts and custom escalation.

Note: Set the taskGR parameter to enable escalation plan evaluation.

Name	Type	Description
groupSysId	String	ys_id of the group.
gdt	GlideDateTime	yyyy-MM-dd HH:mm:ss format in the UTC timezone. Default is now.
position	Number	Position of the escalation step.
taskGr	GlideRecord	Optional. Current task record. If taskGr is empty, this method returns the default escalation plan. If taskGr is passed, escalation policies are evaluated in order and this method returns the corresponding escalation plan.

Type	Description
GlideRecord	Array of escalatees (either a user, group, or device records depending on the notification rules) at a specific time and position.

var groupSysId = '096fb59173062300e7af6238edf6a783';
var currentTime = new GlideDateTime();
var onCallRotation = new OnCallRotation();
var escalatees = onCallRotation.getEscalateesAt(groupSysId, currentTime, 1);
for (var i = 0; i < escalatees.length; i++) {
gs.log(escalatees[i].name);
}

Output:

For overlapping shifts:

Abel Tuter
Barbara Hindley

For custom escalation:

Abel Tuter
Beth Anglin
Change Management
Barbara Hindley

// Create a custom escalation for service desk shift with condition as P1 for Incident
var serviceDeskSysId = 'd625dccec0a8016700a222a0f7900d06';
// optional parameter taskGR
var taskGr = new GlideRecord('incident');
taskGr.get('ed92e8d173d023002728660c4cf6a7bc');

var ocRotation = new OnCallRotation();
var position = 1;
var escalatees = ocRotation.getEscalateesAt(serviceDeskSysId, new GlideDateTime(), position, taskGr);

// if taskGr is empty then it returns escalatees at a position in default escalation plan
// if taskGr is passed then escalation policies are executed evaluated in order and escalatees at a position in corresponding escalation plan is returned
for (var i = 0; i < escalatees.length; i++) {
    gs.log(escalatees[i].getDisplayValue());
}

OnCallRotation - getPrimaryUser()

Gets the sys_id of the current primary contact when there is a single shift.

Name	Type	Description
None

Type	Description
String	sys_id of the current primary contact.

Example:

var groupSysId = '096fb59173062300e7af6238edf6a783';
var currentTime = new GlideDateTime();
var onCallRotation = new OnCallRotation();
var result = onCallRotation.who(groupSysId, currentTime);
var primaryUser = onCallRotation.getPrimaryUser();

Output:

62826bf03710200044e0bfc8bcbe5df1

OnCallRotation - getPrimaryUserByRota(String rotaId)

Gets the sys_id of the current primary user of the specified shift. This API is applicable for a single shift and overlapping shifts.

Name	Type	Description
rotaId	String	sys_id of the cmn_rota.

Type	Description
String	sys_id of the current primary user of the specified shift.

var groupSysId = '096fb59173062300e7af6238edf6a783';
var rotaId = '349f399173062300e7af6238edf6a75e';
var currentTime = new GlideDateTime();
var onCallRotation = new OnCallRotation();
var result = onCallRotation.who(groupSysId, currentTime);
var primaryUser = onCallRotation.getPrimaryUserByRota(rotaId);
gs.log(primaryUser);

Output:

62826bf03710200044e0bfc8bcbe5df1

OnCallRotation - getPrimaryUserName()

Gets the name of the current primary contact. This API is applicable for a single shift.

Name	Type	Description
None

Type	Description
String	Name of the current primary contact.

var groupSysId = '096fb59173062300e7af6238edf6a783';
var currentTime = new GlideDateTime();
var onCallRotation = new OnCallRotation();
var result = onCallRotation.who(groupSysId, currentTime);
var primaryUser = onCallRotation.getPrimaryUserName();
gs.log(primaryUser);

Output:

Abel Tuter

OnCallRotation - getPrimaryUserNameByRota(String rotaId)

Gets the name of the current primary user of the specified shift. This API is applicable for a single shift and overlapping shifts.

Name	Type	Description
rotaId	String	sys_id of the cmn_rota.

Type	Description
String	Name of the current primary user of the specified shift.

var groupSysId = '096fb59173062300e7af6238edf6a783';
var rotaId = '349f399173062300e7af6238edf6a75e';
var currentTime = new GlideDateTime();
var onCallRotation = new OnCallRotation();
var result = onCallRotation.who(groupSysId, currentTime);
var primaryUser = onCallRotation.getPrimaryUserNameByRota(rotaId);
gs.log(primaryUser);

Output:

Abel Tuter

OnCallRotation - getPrimaryUsers()

Gets the list of primary contacts for a shift. This API is applicable for a single shift, overlapping shifts, and custom escalation.

Name	Type	Description
None

Type	Description
Object	List of primary contacts.

var groupSysId = '096fb59173062300e7af6238edf6a783';
var currentTime = new GlideDateTime();
var onCallRotation = new OnCallRotation();
var result = onCallRotation.who(groupSysId, currentTime);
var primaryUser = onCallRotation.getPrimaryUser();
gs.log(JSON.stringify(primaryUser));

Output:

{
  "349f399173062300e7af6238edf6a75e": {
    "userSysId": "62826bf03710200044e0bfc8bcbe5df1",
    "userName": "Abel Tuter"
  },
  "35af799173062300e7af6238edf6a79e": {
    "userSysId": "d2826bf03710200044e0bfc8bcbe5dc9",
    "userName": "Barbara Hindley"
  }
}

OnCallRotation - spansOverlap(ArrayList parent, ArrayList child, String timeZone)

Checks if the parent span and child spans overlap.

Name	Type	Description
parent	ArrayList	The parent spans to compare.
child	ArrayList	The child spans to compare.
timeZone	String	The name of the time zone.

Type	Description
Boolean	Returns true if the parent and child spans overlap.

var onCall = new OnCallRotation();

// get a time range we are interested in
var timeZone = gs.getSession().getTimeZoneName();
var dateStart = new GlideDateTime();
var dateEnd = new GlideDateTime().addMonths(1);

// convert glidedatime to scheduledatetime because it is required
// by the function being called below
var scheduleStart = new GlideScheduleDateTime(dateStart);
var scheduleEnd =  new GlideScheduleDateTime(dateEnd);
scheduleStart.setTimeZone(timeZone);
scheduleEnd.setTimeZone(timeZone);

// calculate rotation items based on the date and time given
// for all the groups the currently logged in user is a member of
gs.include("OnCallRotationPersonal");
var rotation = new OnCallRotationPersonal();
var myGroups = gs.getUser().getMyGroups();
var groupIter = myGroups.iterator();

while(groupIter.hasNext()){
    var rotaItems = rotation.onCallDuringPeriod(groupIter.next(), scheduleStart, scheduleEnd);

    // loop through rotation schedules
    for (var i = 0; i < rotaItems.length - 1; i++) {
        var parentItem = rotaItems[i];
        var nextItem = rotaItems[i + 1];

        // check if previous and next time spans overlap
        var overlaps = onCall.spansOverlap(parentItem.getTimeSpans(), nextItem.getTimeSpans(), 
            gs.getSession().getTimeZoneName());
    }
}

OnCallRotation - startEscalations(GlideRecord now_GR, String eventName, String escalationScriptName)

Start the escalations for a document(incident now_GR) and group, and specify the event name for the escalation notifications. In addition, specify the name of the business rule to call when an escalation occurs. This method should be used after a succesful call to who or whoAt methods. This API is applicable for a single shift, overlapping shifts, and custom escalation.

Name	Type	Description
now_GR	GlideRecord	Document glide record. For example, Incident now_GR.
eventName	String	Event name for the escalation notifications.
escalationScriptName	String	Business rule to call when escalation occurs

Type	Description
void

OnCallRotation - who(String groupSysId, GlideDateTime gdt, Boolean nullifyOverrideRoster, String rotaSysIds, Boolean overrideCustomEscalation, GlideRecord taskGR)

Specifies if there is an on-call user, group, or device. This method is applicable for a single shift, overlapping shifts, and custom escalation.

Note: Pass the taskGR parameter to enable escalation plan evaluation.

Name	Type	Description
groupSysId	String	Sys\_id of the group to check for.
gdt	GlideDateTime	Date and time.Format: yyyy-MM-dd HH:mm:ss in the UTC time zone Default: Current date and time
nullifyOverrideRoster	Boolean	Flag that indicates whether the notification list for the group is for a specific roster.Valid values: - true: Not for a specific roster. - false: For a specific roster.
rotaSysIds	String	Comma-separated list of cmn\_rota sys\_ids to filter the records by.
overrideCustomEscalation	Boolean	Flag that indicates whether to override the default escalation policy with the custom escalation. Valid values: - true: Override the default escalation policy. - false: Do not override the default escalation policy.
taskGR	GlideRecord	Optional. Current task record. If passed, the method populates the escalatees based on the escalation conditions.

Type	Description
Boolean	Flag that indicates whether a match was found.Possible values: - true: At least one match was found. - false: No matches were found.

var groupSysId = '096fb59173062300e7af6238edf6a783';
var currentTime = new GlideDateTime();
var onCallRotation = new OnCallRotation();
var result = onCallRotation.who(groupSysId, currentTime);
gs.log(result);

Output:

true

The following example shows how to create a custom escalation for service desk shift with condition P1 for an incident.

/**
 * When the who() method is invoked with the optional taskGr parameter, 
 * escalatees are populated based on the conditional escalations
**/

var serviceDeskSysId = 'd625dccec0a8016700a222a0f7900d06';
var taskGr = new GlideRecord('incident');
taskGr.get('ed92e8d173d023002728660c4cf6a7bc');

var ocRotation = new OnCallRotation();
ocRotation.who(serviceDeskSysId, null, null, null, null, taskGr);
while (ocRotation.next()) {
    gs.log(ocRotation.getUserName());
}

Output:

Beth Anglin

OnCallRotation - whoAt(String groupSysId, GlideDateTime gdt, String rotaSysIds)

Specifies if there is an on-call user, group, or device. This API is applicable for a single shift, overlapping shifts, and custom escalation.

Name	Type	Description
groupSysId	String	Sys ID of the group.
gdt	GlideDateTime	yyyy-MM-dd HH:mm:ss format in the UTC timezone. Default is now.
rotaSysIds	String	Comma-separated list of cmn_rota Sys IDs to filter the records by.

Type	Description
Boolean	True if there is at least one on-call user, group, or device; false otherwise.

var groupSysId = '096fb59173062300e7af6238edf6a783';
var currentTime = new GlideDateTime();
var onCallRotation = new OnCallRotation();
var result = onCallRotation.whoAt(groupSysId, currentTime);
gs.log(result);

Output:

true

OnCallRotation - whoIsOnCall(String groupSysIds, String rotaSysIds, String rosterSysIds, GlideDateTime gdt)

Gets the list of users that are on-call at a given time. If no time is specified, then current time is used. This API is applicable for a single shift and overlapping shifts.

Name	Type	Description
groupSysIds	String	Comma-separated list of sys_ids of the sys_user_group, to filter the records by.
rotaSysIds	String	Comma-separated list of cmn_rota sys_ids to filter the records by.
rosterSysIds	String	Comma-separated list of cmn_rota_roster sys_ids to filter the records by.
gdt	GlideDateTime	Date in the UTC timezone

Type	Description
Object	List of users, groups, or devices that are on-call at a given time. For example, information about userIds, deviceIds, and escalationGroups.

var groupSysId = '096fb59173062300e7af6238edf6a783';
var currentTime = new GlideDateTime();
var onCallRotation = new OnCallRotation();
var escalatees = onCallRotation. whoIsOnCall(groupSysId, "", "", currentTime);
gs.log(JSON.stringify(escalatees));

Output:

For single shift:

[
  {
    "memberId": "119f399173062300e7af6238edf6a7e7",
    "memberIds": [],
    "userId": "62826bf03710200044e0bfc8bcbe5df1",
    "userIds": [],
    "roster": "9d9f399173062300e7af6238edf6a7e5",
    "rota": "349f399173062300e7af6238edf6a75e",
    "group": "096fb59173062300e7af6238edf6a783",
    "escalationGroups": [],
    "deviceId": "",
    "deviceIds": [],
    "isDevice": false,
    "order": 1,
    "isOverride": false,
    "rotationScheduleId": "119f399173062300e7af6238edf6a7df",
    "memberScheduleId": "9d9f399173062300e7af6238edf6a7ec"
  },
  {
    "memberId": "1d9f399173062300e7af6238edf6a7e8",
    "memberIds": [],
    "userId": "a8f98bb0eb32010045e1a5115206fe3a",
    "userIds": [],
    "roster": "9d9f399173062300e7af6238edf6a7e5",
    "rota": "349f399173062300e7af6238edf6a75e",
    "group": "096fb59173062300e7af6238edf6a783",
    "escalationGroups": [],
    "deviceId": "",
    "deviceIds": [],
    "isDevice": false,
    "order": 2,
    "isOverride": false,
    "rotationScheduleId": "119f399173062300e7af6238edf6a7df",
    "memberScheduleId": "d99f399173062300e7af6238edf6a7ef"
  },
  {
    "memberId": "dd9f399173062300e7af6238edf6a7e9",
    "memberIds": [],
    "userId": "0a826bf03710200044e0bfc8bcbe5d7a",
    "userIds": [],
    "roster": "9d9f399173062300e7af6238edf6a7e5",
    "rota": "349f399173062300e7af6238edf6a75e",
    "group": "096fb59173062300e7af6238edf6a783",
    "escalationGroups": [],
    "deviceId": "",
    "deviceIds": [],
    "isDevice": false,
    "order": 3,
    "isOverride": false,
    "rotationScheduleId": "119f399173062300e7af6238edf6a7df",
    "memberScheduleId": "519f399173062300e7af6238edf6a7f2"
  }
]

For overlapping shift:

[
  {
    "memberId": "119f399173062300e7af6238edf6a7e7",
    "memberIds": [],
    "userId": "62826bf03710200044e0bfc8bcbe5df1",
    "userIds": [],
    "roster": "9d9f399173062300e7af6238edf6a7e5",
    "rota": "349f399173062300e7af6238edf6a75e",
    "group": "096fb59173062300e7af6238edf6a783",
    "escalationGroups": [],
    "deviceId": "",
    "deviceIds": [],
    "isDevice": false,
    "order": 1,
    "isOverride": false,
    "rotationScheduleId": "119f399173062300e7af6238edf6a7df",
    "memberScheduleId": "9d9f399173062300e7af6238edf6a7ec"
  },
  {
    "memberId": "7daf799173062300e7af6238edf6a7a2",
    "memberIds": [],
    "userId": "d2826bf03710200044e0bfc8bcbe5dc9",
    "userIds": [],
    "roster": "b5af799173062300e7af6238edf6a7a2",
    "rota": "35af799173062300e7af6238edf6a79e",
    "group": "096fb59173062300e7af6238edf6a783",
    "escalationGroups": [],
    "deviceId": "",
    "deviceIds": [],
    "isDevice": false,
    "order": 1,
    "isOverride": false,
    "rotationScheduleId": "3daf799173062300e7af6238edf6a79e",
    "memberScheduleId": "06af799173062300e7af6238edf6a7cd"
  },
  {
    "memberId": "1d9f399173062300e7af6238edf6a7e8",
    "memberIds": [],
    "userId": "a8f98bb0eb32010045e1a5115206fe3a",
    "userIds": [],
    "roster": "9d9f399173062300e7af6238edf6a7e5",
    "rota": "349f399173062300e7af6238edf6a75e",
    "group": "096fb59173062300e7af6238edf6a783",
    "escalationGroups": [],
    "deviceId": "",
    "deviceIds": [],
    "isDevice": false,
    "order": 2,
    "isOverride": false,
    "rotationScheduleId": "119f399173062300e7af6238edf6a7df",
    "memberScheduleId": "d99f399173062300e7af6238edf6a7ef"
  },
  {
    "memberId": "f5af799173062300e7af6238edf6a7c9",
    "memberIds": [],
    "userId": "ee826bf03710200044e0bfc8bcbe5def",
    "userIds": [],
    "roster": "b5af799173062300e7af6238edf6a7a2",
    "rota": "35af799173062300e7af6238edf6a79e",
    "group": "096fb59173062300e7af6238edf6a783",
    "escalationGroups": [],
    "deviceId": "",
    "deviceIds": [],
    "isDevice": false,
    "order": 2,
    "isOverride": false,
    "rotationScheduleId": "3daf799173062300e7af6238edf6a79e",
    "memberScheduleId": "8aaf799173062300e7af6238edf6a7cf"
  },
  {
    "memberId": "dd9f399173062300e7af6238edf6a7e9",
    "memberIds": [],
    "userId": "0a826bf03710200044e0bfc8bcbe5d7a",
    "userIds": [],
    "roster": "9d9f399173062300e7af6238edf6a7e5",
    "rota": "349f399173062300e7af6238edf6a75e",
    "group": "096fb59173062300e7af6238edf6a783",
    "escalationGroups": [],
    "deviceId": "",
    "deviceIds": [],
    "isDevice": false,
    "order": 3,
    "isOverride": false,
    "rotationScheduleId": "119f399173062300e7af6238edf6a7df",
    "memberScheduleId": "519f399173062300e7af6238edf6a7f2"
  },
  {
    "memberId": "8aaf799173062300e7af6238edf6a7ca",
    "memberIds": [],
    "userId": "e2826bf03710200044e0bfc8bcbe5de0",
    "userIds": [],
    "roster": "b5af799173062300e7af6238edf6a7a2",
    "rota": "35af799173062300e7af6238edf6a79e",
    "group": "096fb59173062300e7af6238edf6a783",
    "escalationGroups": [],
    "deviceId": "",
    "deviceIds": [],
    "isDevice": false,
    "order": 3,
    "isOverride": false,
    "rotationScheduleId": "3daf799173062300e7af6238edf6a79e",
    "memberScheduleId": "02af799173062300e7af6238edf6a7d2"
  }
]

OnCallRotation - whoIsNext(GlideRecord escalationGr)

Escalation business rules determine who in the shift should be contacted next. The escalation record passed to the method tracks the escalation between invocations of the business rule. This API is applicable for a single shift, overlapping shifts, and custom escalation.

Name	Type	Description
escalationGr	GlideRecord	GlideRecord of Rotation escalation [cmn_rota_escalation].

Type	Description
None