On-call support for an incident in Service Operations Workspace

You can identify available on-call members of a support group and contact them to resolve an issue.

On-call support for an incident

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.

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.

For information about On-Call Scheduling, see On-Call Scheduling.

Parent Topic:On-Call Scheduling in Service Operations Workspace

Experts on-call in Service Operations Workspace

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.

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 (

    For information about how on-call recommendations can be configured, see [Customize the on-call support group recommendations](configure-supportgroup-oncall-sow.md).

    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.
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](start-msteams-chat-sow.md).

4.  To configure display preferences in the **Experts on-call** panel, click the preferences icon \(

    -   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.

1. To view dynamic tracking of an on-call escalation, click the on-call escalations icon (

1. To view detailed escalation tracking information, click View escalation details.