{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":33715,"path":"it-service-management/service-operations-workspace/configure-supportgroup-oncall-sow.md","title":"Customize the on-call support group recommendations","bundle":null,"doc_type":null,"release":"australia","body":"\n# Customize the on-call support group recommendations\n\nConfigure the support group recommendations that should be displayed in the **Experts on-call** panel for an incident.\n\n## Before you begin\n\nRole required: admin\n\n## Procedure\n\n1.  Navigate to **All** > **System Definition** > **Script Includes**.\n\n2.  From the Script Includes list, select **OnCallUtilsSow**.\n\n3.  To configure the support group recommendations, modify the **Script** field.\n\n    For information about how these groups are available for an incident, see [Experts on-call in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/on-call-sow.md).\n\n    ```\n    getRecommendedGroups: function(table, sysId, fieldWatchList) {\n    \t\tif(!table || !sysId) {\n    \t\t\treturn {};\n    \t\t}\n    \t\t\n    \t\tvar recommendedGroups = {};\n    \t\tvar gr = new GlideRecord(table);\n    \t\tif (gr.get(sysId)) {\n    \t\t\tvar self = this;\n    \t\t\t\n    \t\t\tif (table == this.TABLES.INCIDENT) {\t\n    \t\t\t\tfieldWatchList.forEach(function(watchField) {\n    \t\t\t\t\tif (watchField.field == \"assignment_group\" && !recommendedGroups[watchField.value + \"\"] && self._isOnCallDefinedForTheGroup(watchField.value)) {\n    \t\t\t\t\t\trecommendedGroups[watchField.value + \"\"] = gs.getMessage(\"Recommended based on assignment group\");\n    \t\t\t\t\t} else if (watchField.field == \"cmdb_ci\") {\n    \t\t\t\t\t\tvar cmdbCiGr = new GlideRecord(self.TABLES.CMDB_CI);\n    \t\t\t\t\t\tif (cmdbCiGr.get(watchField.value + \"\")) {\n    \t\t\t\t\t\t\tif (cmdbCiGr.support_group && !recommendedGroups[cmdbCiGr.support_group + \"\"] && self._isOnCallDefinedForTheGroup(cmdbCiGr.support_group + \"\")) {\n    \t\t\t\t\t\t\t\trecommendedGroups[cmdbCiGr.support_group + \"\"] = gs.getMessage(\"Recommended based on affected CI\");\n    \t\t\t\t\t\t\t}\n    \t\t\t\t\t\t}\n    \t\t\t\t\t} else if (watchField.field == \"business_service\") {\n    \t\t\t\t\t\tvar businessServiceGr = new GlideRecord(self.TABLES.CMDB_CI_SERVICE);\n    \t\t\t\t\t\tif (businessServiceGr.get(watchField.value + \"\")) {\n    \t\t\t\t\t\t\tif (businessServiceGr.support_group && !recommendedGroups[businessServiceGr.support_group + \"\"] && self._isOnCallDefinedForTheGroup(businessServiceGr.support_group + \"\")) {\n    \t\t\t\t\t\t\t\trecommendedGroups[businessServiceGr.support_group + \"\"] = gs.getMessage(\"Recommended based on impacted service\");\n    \t\t\t\t\t\t\t}\n    \t\t\t\t\t\t}\n    \t\t\t\t\t}\n    \t\t\t\t});\n    \t\t\t}\n    \t\t}\n    \t\t\n    \t\treturn recommendedGroups;\n    \t}\n    ```\n\n4.  Click **Update**.\n\n\n**Parent Topic:**[Contextual side panel configurations in Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/contextual-side-panel-configurations-sow-itsm.md)\n\n"}}