Customize the on-call support group recommendations

---
title: Customize the on-call support group recommendations
description: Configure the support group recommendations that should be displayed in the Experts on-call panel for an incident.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/it-service-management/service-operations-workspace/configure-supportgroup-oncall-sow.html
release: brazil
product: Service Operations Workspace
classification: service-operations-workspace
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Contextual side panel configurations in Service Operations Workspace for ITSM, Getting started with Service Operations Workspace for ITSM, Configuring Service Operations Workspace for ITSM, Service Operations Workspace for ITSM, IT Service Management]
---

# Customize the on-call support group recommendations

Configure the support group recommendations that should be displayed in the **Experts on-call** panel for an incident.

## Before you begin

Role required: admin

## Procedure

1.  Navigate to **All** > **System Definition** > **Script Includes**.

2.  From the Script Includes list, select **OnCallUtilsSow**.

3.  To configure the support group recommendations, modify the **Script** field.

    For information about how these groups are available for an incident, see [Work with on-call experts in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/service-operations-workspace/on-call-sow.md).

    ```
    getRecommendedGroups: function(table, sysId, fieldWatchList) {
    		if(!table || !sysId) {
    			return {};
    		}
    		
    		var recommendedGroups = {};
    		var gr = new GlideRecord(table);
    		if (gr.get(sysId)) {
    			var self = this;
    			
    			if (table == this.TABLES.INCIDENT) {	
    				fieldWatchList.forEach(function(watchField) {
    					if (watchField.field == "assignment_group" && !recommendedGroups[watchField.value + ""] && self._isOnCallDefinedForTheGroup(watchField.value)) {
    						recommendedGroups[watchField.value + ""] = gs.getMessage("Recommended based on assignment group");
    					} else if (watchField.field == "cmdb_ci") {
    						var cmdbCiGr = new GlideRecord(self.TABLES.CMDB_CI);
    						if (cmdbCiGr.get(watchField.value + "")) {
    							if (cmdbCiGr.support_group && !recommendedGroups[cmdbCiGr.support_group + ""] && self._isOnCallDefinedForTheGroup(cmdbCiGr.support_group + "")) {
    								recommendedGroups[cmdbCiGr.support_group + ""] = gs.getMessage("Recommended based on affected CI");
    							}
    						}
    					} else if (watchField.field == "business_service") {
    						var businessServiceGr = new GlideRecord(self.TABLES.CMDB_CI_SERVICE);
    						if (businessServiceGr.get(watchField.value + "")) {
    							if (businessServiceGr.support_group && !recommendedGroups[businessServiceGr.support_group + ""] && self._isOnCallDefinedForTheGroup(businessServiceGr.support_group + "")) {
    								recommendedGroups[businessServiceGr.support_group + ""] = gs.getMessage("Recommended based on impacted service");
    							}
    						}
    					}
    				});
    			}
    		}
    		
    		return recommendedGroups;
    	}
    ```

4.  Select **Update**.


**Parent Topic:**[Contextual side panel configurations in Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/service-operations-workspace/contextual-side-panel-configurations-sow-itsm.md)