---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Manage shifts from the Timeline view

# Manage shifts from the Timeline view {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Use the Timeline view of an On-Call schedule to update or manage shifts based on
the geographical location of roster members.

## Before you begin

Role required: rota_admin, itil, rota_manager, or admin

## About this task

* For information on updating a shift, see [Update shift details from the On-Call calendar](https://servicenow-prod.fluidtopics.net/zLlffaVj1oX3jikmn5w45w "To save time, update shift details directly from an on-call calendar.").
* For information on managing a shift, see [Configure or update an On-Call shift](https://servicenow-prod.fluidtopics.net/syekJ_L_6rcIx_Q40M_syg "You can add extra coverage, specify extra times for when a shift is active, and schedule time off.").
{#customize-timeline-view-oncall__ul_y3c_frd_jlb}

## Procedure

1. Navigate to AllOn-Call SchedulingOn-Call Calendars.
2. Click the Timeline view icon (![Timeline view con]()).  
   Important:  
   The Calendar view on this page displays all shifts for a user group for a specified time interval. To open the Calendar view, click the Calendar View icon (![Calendar View icon]()). See [Manage shifts from the Calendar view](https://servicenow-prod.fluidtopics.net/SU3GV3ZxHxqE0ExmlGLJ2g "The Calendar view displays all shifts for a user group for a specified time interval. Use the Calendar view of an On-Call schedule to update or manage shifts.").
3. Perform any of the following operations to organize the view for your needs:
   * Specify the time period that appears: View events for the current day, week, or month: In the title bar, click Day, Week, or Month.  
     Note:  
     You cannot view the calendar for a month in the Timeline view.
   * Navigate to the previous or the next occurrence of the time period: In the title bar, click the left or the right arrow next to Today (![Next and previous date icon]()).
   * View the event of any specific day, week, or month: In the title bar, click the Calendar icon (![Calendar icon]()) and specify the date.
   * View the list of navigation shortcuts: In the title bar, click the keyboard shortcuts icon ![keyboard icon]().
   {#customize-timeline-view-oncall__choices_yz2_1gd_jlb}
4. Configure the view: Click the Filter icon (![Filter icon]()).
   * To show working hours for a time zone, enable Time zone.
   * To view roster assignments within a time zone, click the Primary, Secondary, or Tertiary check box as needed.
   * To show gaps: In the Review options section, enable Show gaps. An info icon indicates a shift with gaps. Click the icon to view the gaps. Gaps occur when no one is on-call when support coverage is required. Possible reasons:
     * Time off without coverage.
     * User has been moved out of the group.
     * User is marked as inactive.

     {#customize-timeline-view-oncall__ul_b35_1g4_cgb}

     For information on resolving gaps and
     conflicts, see [Resolve gaps, conflicts, and time-off requests in a shift](https://servicenow-prod.fluidtopics.net/yKVzg3ThanJ~KA4C8nLbgQ "Review and resolve gaps and conflicts. Find a replacement on-call member for time-off requests to ensure proper support coverage.").
   * \>To show conflicts: In the Review optionsShow conflicts.

     For example, a conflict occurs when a user is assigned as both primary and secondary point of contact for a shift. An info icon indicates a shift with conflicts. Click the icon to view the
     conflicts.

     For information on resolving gaps and conflicts, see [Resolve gaps, conflicts, and time-off requests in a shift](https://servicenow-prod.fluidtopics.net/yKVzg3ThanJ~KA4C8nLbgQ "Review and resolve gaps and conflicts. Find a replacement on-call member for time-off requests to ensure proper support coverage.").
   {#customize-timeline-view-oncall__choices_urf_xjd_jlb}
5. To save the view settings, click the Bookmark this filter icon (![Bookmark this filter icon]()).

*[\>]: and then