Verifying Your On-Call Notification Info in Service-Now
1. Access your Profile in Service-Now . You can do that as follows:
a. Under Self-Service in the navigation bar at the left, click "My Profile".
b. Alternatively, click this link and then log in if you aren't already logged in.
2. In the middle section of your profile, find "Related Links" and click the "Notification Preferences" link.
3. Notification Preferences is divided into sections by device.
a. You should have at least 2 devices listed; one of them will be your Primary email.
b. There should also be a pager or cell phone used for On-call.
c. You may add additional devices if you wish; for example, if you have both a pager and a cell phone you may add both, and subscribe both of them to the 2 On-call notifications.
4. Verify that your on-call notification device has the correct information.
a. To check the information for a device, click literally on the name of the device (circled in red in the illustration below #3, above).
b. A pop-up window will appear, displaying the properties of that device.
c. The fields you should edit are on the left; please do not edit any fields on the right-hand side!
d. The "Type" field has 2 valid choices: "SMS" and "Email". If you have a cell phone, choose "SMS"; if you have a pager, choose "Email".
e. If you have a cell phone, give your 10-digit phone number and your Service Provider.
f. If you have a pager, these 2 fields are replaced with an Email address field; in that field, enter your 10-digit pager number followed by "@usamobility.net", to complete the pager's email address.
g. When your updates are ready to save, click the "Update" button on the pop-up.
5. To add a new entry:
a. Click the "New Device" button on the far right-hand side near the top of Notification Preferences.
b. Give it a name; for example "On-call Notification Device" or "William's Cell Phone".
c. Choose "SMS" as the Type for a cell phone, or choose "Email" as the Type for a pager.
d. For a cell phone, give your 10-digit phone number and your Service Provider.
e. For a pager, give your pager's email address; this is the 10-digit pager number followed by "@usamobility.net". Put this in the "Email address" field which replaces "Phone number" and "Service provider" after you select "Email" for the Type.
f. Click the "Update" button to save your changes.
6. Make sure your On-call notification device is subscribed to the following 2 notifications:
a. On-Call Escalation User
b. On-Call User
c. It is recommended that you do not subscribe it to any other notifications, but if you wish to be paged for additional types of notification, you can do that.
d. To subscribe to a notification that is not listed yet for that device, click on the yellow-shaded area below the device name which is labeled "To subscribe to a new notification click here."
e. The notification name should be typed in the "Notification Message" box; you can type part of the name (for example "On-Call") and then select from the auto-complete options, if you wish.
f. The "Schedule" and "Filter" fields are intentionally disabled for On-Call notifications; however, if you want to subscribe your pager to additional notifications only from 9 AM to 5 PM Monday to Friday or only for P1 (Critical) tickets, you can use these fields to manage those options.