---
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


---

# Escalation and reminder settings for rosters

# Escalation and reminder settings for rosters {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use the escalation settings to specify how and when escalations occur and when
reminder notifications are sent.

## Escalation and reminder settings

You can specify unique settings for each roster. When you configure a roster, you can specify

* Forced communication channel: You can specify a mandatory communication channel: SMS, voice, Slack, email, Microsoft Teams, or mobile push.
  * SMS and voice require that Notify is active.
  * An on-call member must have an SMS device to receive SMS notifications. If the member does not have an SMS device, then no further attempts are made and the lack of an SMS device is logged.

  {#escalation-remind-settings-oncall__ul_err_cqy_jlb}

  For information on setting up MS Teams as a notification channel, see [Set up Microsoft Teams as a contact method for an on-call escalation](https://servicenow-prod.fluidtopics.net/lIbQLjQg~vLgEJzEvkGmJQ "Enable users to receive Microsoft Teams notifications for an on-call escalation.").

  For information on setting up mobile push as a notification channel, see [Set up mobile push as a contact method for an on-call escalation](https://servicenow-prod.fluidtopics.net/UrFNjB2iQvGz_JxDWl1Zjw "Enable users to receive mobile push notifications for on-call escalations.").
* Number of reminders: The number of times the instance sends reminders to a person who does not reply within the time frame specified by Time between reminders.
* Time between reminders: The time interval between sending reminders.  
  Note:  
  If an escalation trigger rule is defined for the On-Call: Conference Call Escalation workflow, then the time between reminders is set to 60 seconds irrespective of the Time between reminders field value in the associated escalation policy.

  For
  information about escalation policy, see [Create an escalation policy](https://servicenow-prod.fluidtopics.net/TXIJ_Ok9NBwtwciJbJ4IZw "An escalation policy includes the policy type that defines the order in which rosters and roster members receive escalation notifications. You can create a custom escalation policy for a shift by overriding settings in a default escalation type, for example, by configuring custom delays between escalation steps.").

  For information about escalation trigger rule, see [Create an escalation trigger rule](https://servicenow-prod.fluidtopics.net/vVvAW~y1bVTejok_L7k1ww "Create a trigger rule to specify both the conditions under which an escalation process should begin and the actions (workflow or script) to perform for the escalation.").
* Values in the Number of reminders and Time between reminders fields determine the value in the Time before escalation field. For example, if Number of reminders is 2 and Time between reminders is 10 minutes, then the Time before escalation is 30 minutes. That is, the time that passes between the first notification of a non-responsive roster member and the first notification of the next member in the escalation path.
{#escalation-remind-settings-oncall__ul_hds_2hb_kr}

## Instructions

For detailed instructions, see [Configure a roster](https://servicenow-prod.fluidtopics.net/2pNIzdbV3LbunypkLNy39w "Edit a roster to specify its reminder and escalation settings and to identify a subset of group members to participate in the On-Call roster.").