---
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


---

# Managing schedules and shifts

# Managing schedules and shifts {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
You can configure and manage an On-call schedule and shift. Add or remove members to a shift and override their contact preferences.

you can configure roster, shift and on-call schedule details. Add or remove members to a shift and override their contact preferences.  
As a rota_manager or rota_admin you can perform most of these tasks for the members of your group.

* [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.")
* [Configure or update an On-Call schedule](https://servicenow-prod.fluidtopics.net/kNURfWU6ufHEPe8pO2WMdQ "Create an On-Call schedule or edit an existing schedule by defining shifts and rosters.")
* [Managing roster members](https://servicenow-prod.fluidtopics.net/LoYWCFALkAprLFB1PbAMoQ "You can manage roster members by adding and removing users to or from the roster as needed. You can also modify the order number for a member without affecting the past shift schedule.")
* [Manage requests for time off](https://servicenow-prod.fluidtopics.net/Z0KkHjXJKy~rnfl_zPHZ9g "As a shift manager, you can review and approve time-off requests from shift members. You also specify the roster member who can cover for the time.")
* [Override contact preferences for a shift](https://servicenow-prod.fluidtopics.net/4bqn1Hln9ursJriSCq7pQA "Override all shift members' contact preferences to enforce a communication channel, for example, in case of an emergency.")
* [Configure preferences for a user group](https://servicenow-prod.fluidtopics.net/nO5QgNqiX0699Dv~ggDWyQ "Specify the On-Call preferences for a user group.")
* [Delegate the shift manager \[rota_admin\] role](oZ4jA5bR3iEwIihMshDtJw "As a shift manager, you can delegate your role to a member of shift.")
{#manage-schedules-and-shifts__ul_k4h_zl5_gyb}
* **[Enable users to subscribe to the On-Call calendar](https://servicenow-prod.fluidtopics.net/v0R21CXvI3lS5RNI39L0vg)**   
  Configure an On-Call calendar subscription URL and send it to the members of a shift. The URL is an iCal link that enables users to subscribe to their on-call calendar from their preferred calendar client.
* **[Configure preferences for a user group](https://servicenow-prod.fluidtopics.net/nO5QgNqiX0699Dv~ggDWyQ)**   
  Specify the On-Call preferences for a user group.
* **[Configure On-Call communication channel](https://servicenow-prod.fluidtopics.net/_funNYrNXYuIFjmSdEjqbg)**   
  Configure notification messages sent from a communication channel for on-call escalations. You can customize the notification content, the response keywords, table and the domain they apply, for a specific channel available in the base system such as Email and Microsoft Teams or a custom channel that is created.
* **[Override contact preferences for a shift](https://servicenow-prod.fluidtopics.net/4bqn1Hln9ursJriSCq7pQA)**   
  Override all shift members' contact preferences to enforce a communication channel, for example, in case of an emergency.
* **[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.
* **[Configure or update an On-Call schedule](https://servicenow-prod.fluidtopics.net/kNURfWU6ufHEPe8pO2WMdQ)**   
  Create an On-Call schedule or edit an existing schedule by defining shifts and rosters.
* **[Set a shift to Draft mode while waiting for info](https://servicenow-prod.fluidtopics.net/XU1yF~QIwssi~XUNANmijQ)**   
  If you do not have all the information that you need to define a shift, you can set the shift to Draft mode. Later, when all the information is available, you can publish the shift so you can add it to a schedule.
* **[Delegate the shift manager \[rota_admin\] role](oZ4jA5bR3iEwIihMshDtJw)**   
  As a shift manager, you can delegate your role to a member of shift.