Workflow Activities for On-Call Scheduling

Workflow activities in On-Call Scheduling workflows.

Escalation workflow activities

• 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.

  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.

• On-Call: Log Escalation Level

  Creates an escalation level record given escalation and level details.

  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.

• On-Call: Log Escalation Attempt

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

  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.

• On-Call: Log Escalation Communication

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

  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.

• On-Call: Log Escalation End

  Completes the escalation by setting active flag to false.

  Setting	Description
  EscalationId	sys_id of the escalation.

• On-Call: Send Notification

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

• 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.

  Setting	Description
  Workflow Context	Workflow context ID.
  Escalatee Id	UserID of the current escalatee.
  Table Name	Table name of the task record. For example, incident.
  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]

  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

Parent Topic:On-Call Scheduling workflows