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

Configure the experts On-call panel for an incident

Configure the Experts on-call panel for an incident.

Before you begin

Role required: admin

To configure the Experts On-call panel, ensure that you have added an implementation for the sn_sow_on_call.ExpertsOnCallTabConfig extension point.

Note:

  • Incident table extension point implementation is added by default. To customize it, edit the script to include ExpertsOnCallTabConfigForIncident.
  • Example: If you want to display only the assignment group in the Experts On-call panel, then update the getRecommendedFieldWatchList in the script.

About this task

To add Experts On-call for Problem table, follow the steps:

Procedure

  1. Navigate to All > System Extension Points > Scripted Extension Points.

  2. Select and open the sn_sow_on_call.ExpertsOnCallTabConfig extension point.

  3. Select Create implementation from the related links section.

  4. Modify the Script as required:

MethodInputsReturn
getTableNameNoneString – Table name for which an extension point is implemented
getRecommendedFieldWatchListNoneArray – List of fields that you want to show on the Experts On-call recommended groups panel.For example: [“assignment_group”, “cmdb_ci”]
getRecommendedGroups
  • recordGr – GlideRecord reference
  • fieldWatchList – Object containing all the fields and their respective values. For example: { "assignment_group": <assignment_group_sys_id> }
Array – List of objects containing recommended group, sys_id, and the respective message.For example: [ { : "Recommended based on assignment group" } ]
isExpertOnCallTabSupportedNoneBoolean – return true to enable the Expert On-call for this table.
  1. Select Update.

Parent Topic:Configuring record pages in Service Operations Workspace for ITSM