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:

<table id=“table_sqq_cwx_dcc”><thead><tr><th>

Method

</th><th>

Inputs

</th><th>

Return

</th></tr></thead><tbody><tr><td>

getTableName

</td><td>

None

</td><td>

String – Table name for which an extension point is implemented

</td></tr><tr><td>

getRecommendedFieldWatchList

</td><td>

None

</td><td>

Array – List of fields that you want to show on the Experts On-call recommended groups panel.For example: [“assignment_group”, “cmdb_ci”]

</td></tr><tr><td>

getRecommendedGroups

</td><td>

• recordGr – GlideRecord reference

• fieldWatchList – Object containing all the fields and their respective values. For example: { “assignment_group”: <assignment_group_sys_id> }

</td><td>

Array – List of objects containing recommended group, sys_id, and the respective message.For example: [ { : “Recommended based on assignment group” } ]

</td></tr><tr><td>

isExpertOnCallTabSupported

</td><td>

None

</td><td>

Boolean – return true to enable the Expert On-call for this table.

</td></tr></tbody> </table>5. Select Update.

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