Using Notify with On-Call Scheduling › Using Notify › Notify › Manage service capabilities › Extend ServiceNow AI Platform capabilities

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

Set up Notify with On-Call Scheduling

You can configure on-call scheduling to use Notify functionality to send SMS alerts and assign users to tasks based on the SMS responses.

Before you begin

Ensure that the Notify and On-Call Scheduling plugins on your instance are activated.

Role required: notify_view, or notify_setup_admin

Set up Notify with On-Call Scheduling for the first time or migrate from On-Call Scheduling with NotifyNow.

Navigate to All > Notify > Numbers.
Select the phone number you want to use to send and receive on-call scheduling messages.
In the Notify group field, select the On-Call Group.

The On-Call Group is configured with the on-call workflows: On-Call: Check Assignment Responseand On-Call: Assign by Acknowledgement Voice by default.
Navigate to Workflow > Workflow Editor.
Select the On-Call: Assign by Acknowledgement workflow.
Click the workflow menu icon in the title bar and select Copy to copy the On-Call: Assign by Acknowledgement per rota workflow.

Save the copied workflow under a different name than what it is named by default.

Note: You must avoid modifying default workflows and instead choose to copy and then modify the required workflow.
Select a Send SMS activity.
In the To (script) field, modify the getRecipientsAndNumberToSendFrom() to use the correct value from getNotifyNumber() notify number's sys ID.
Close the Workflow Editor
Navigate to On-Call Scheduling > Trigger Rules.
Select a trigger rule that launches an assignment workflow
In the Trigger action field, select Workflow.
In the Trigger workflow field, select the On-call: Assign by Acknowledgement workflow.
Click Update.
Repeat the previous 3 steps for each assignment trigger rule.

Each time the conditions for one of these trigger rules is met, the On-call: Assign by Acknowledgement workflow runs.