--- title: Workflow Activities for On-Call Scheduling description: Workflow activities in On-Call Scheduling workflows. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/on-call-scheduling/workflow-activities-oncall.html release: australia product: On-Call Scheduling classification: on-call-scheduling topic_type: reference last_updated: "2026-03-12" reading_time_minutes: 3 breadcrumb: [On-Call Scheduling workflows, Reference for on-call scheduling, On-Call Scheduling, IT Service Management] --- # Workflow Activities for On-Call Scheduling Workflow activities in On-Call Scheduling workflows. ## Escalation workflow activities - **On-Call: Log Escalation Start** Creates an escalation record based on group, task, and workflow details. **Note:** The escalation that the workflow creates the `workflow.scratchpad.escalationSysId` sys\_id. Use the sys\_id in any of the other workflow activities. |Setting|Description| |-------|-----------| |Group|sys\_id of the group that the escalation belongs to.| |Table|Table name of the task record of the incident.| |Source|sys\_id of the task record on which the escalation happened.| |WorkflowDefinition|sys\_id of the workflow definition that is used to escalate.| |WorkflowContext|sys\_id of the workflow context.| |ParentEscalationLevelId|sys\_id of the parent escalation in the case that the escalation was triggered from another escalation.| |Category|Category of the escalation. One of: \[assign\_by\_acknowledgement, auto\_assignment, notify\_manual\_assignmen,conferencing\].| |Channels|Comma-separated list of the channels used to communicate during the escalation. Any or all of: \[email, sms, voice, slack\]. For example, sms,email,voice| |IgnoreDefReminders|If true, the workflow sends notification reminders as specified by the workflow, rather than as specified in On-Call Escalation settings. For example, in Conference On-Call escalations, the workflow might to dial the on-call members at one-minute intervals instead of the standard 15-minute intervals.| - **On-Call: Log Escalation Level** Creates an escalation level record given escalation and level details. |Setting|Description| |-------|-----------| |EscalationId|sys\_id of the escalation to which the level belongs.| |RotaId|sys\_id of the shift for which the escalation is happening.| |Level|Current escalation level. For example, 2.| |Escalatee|Escalatee object at current escalation level. For example, getEscalationPlan\(\)\[1\].| |CatchAll|True if the escalation level belongs to a catch-all.| - **On-Call: Log Escalation Attempt** Creates a Contact attempt record given an escalation, level, and attempt details. |Setting|Description| |-------|-----------| |EscalationId|sys\_id of the escalation to which the contact attempt belongs.| |RotaId|sys\_id of the shift for which the escalation is happening.| |Level|Current escalation level. For example, 2.| |ContactAttempt|Contact attempt number within the escalation level. For example, 1.| | | | - **On-Call: Log Escalation Communication** Creates a communication record given escalation, level, attempt, and communication details. |Setting|Description| |-------|-----------| |EscalationId|sys\_id of the escalation to which the communication belongs.| |RotaId|sys\_id of the shift for which escalation is happening.| |Level|Current escalation level. For example, 2.| |ContactAttempt|Contact attempt number within the escalation level. For example, 1.| |EscalateeType|Type of escalatee to whom the communication is sent. One of: \[user,device\]| |EscalateeId|sys\_id of the user or device, depending on escalatee type.| |CommType|Type of communication. One of: \[sms, voice, email, slack\]| |CommValue|Phone number or email address, depending on communication type. For example, `abel.tuter@servicenow.com`| |Status|Status of the communication. One of: \[sent, failed\].| |Escalatee|Escalatee object at current escalation level. For example, getEscalationPlan\(\)\[1\].| |CatchAll|True if the escalation level belongs to a catch-all.| - **On-Call: Log Escalation End** Completes the escalation by setting active flag to false. |Setting|Description| |-------|-----------| |EscalationId|sys\_id of the escalation.| - **On-Call: Send Notification** Sends notification to the current escalatee via voice, SMS, Slack, Microsoft Teams, or mobile push.
Setting Description
Notification type Type of notification. One of: \[sms, voice, slack\].
Message Text of message to send to current escalatee if notification type is sms.
Notification detail List of parameters that are required for a notification:- SMS: notify\_number, users, groups, numbers - Voice: numberToCallFrom, numberToCall, user - Slack: slack user, taskId, catchAllOption, wFContextId - Microsoft Teams: user, taskId, catchAllOption, wFContextId - Mobile push: userSysId, tablename, recordSysId
- **On-Call: Manage Escalation Response** Manage an escalation response record \(insert escalation record, clean escalation records, update response to an escalation\). An escalation response record keeps track of a response received for an escalation through the SMS, voice, email, or Slack notification channels. An escalation response record is used to resume the **On-Call: Assign by Acknowledgement** workflow upon rejection of an escalation. |Setting|Description| |-------|-----------| |Workflow Context|Workflow context ID.| |Escalatee Id|UserID of the current escalatee.| |Table Name|Table name of the task record. For example, `incident`.| |Current Record Id|sys\_id of the task record.| |Action Type|Type of action. One of: \[add,clean,update\]| |Response|Response by escalatee to an escalation. One of: \[accepted,rejected\]| Example uses: - Insert \(add\) - Workflow Context, Escalatee ID, Table Name, Current Record ID - Clean - Workflow Context - Update - Escalatee ID, Table Name, Current Record ID, Response **Parent Topic:**[On-Call Scheduling workflows](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/on-call-scheduling/workflows-oncall.md)