---
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


---

# Override contact preferences for a shift

# Override contact preferences for a shift {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Override all shift members' contact preferences to enforce a communication
channel, for example, in case of an emergency.

## Before you begin

Role required: rota_admin, rota_manager

## Procedure

1. Use one of the following methods to open the Edit Escalation and Contact Preferences page:
   *
     1. Navigate to On-Call SchedulingOn-Call Schedules. The On-Call Schedules page opens to the All On-Call Schedules tab.
     2. Click a schedule card.
     3. On the Shifts tab, click the Actions icon (![Actions icon]()) for the shift and select Edit Escalation and Contact Preferences.
     {#override-contact-prefs-oncall__ol_ynq_rdl_llb}
   *
     1. Navigate to On-Call SchedulingMy Group Schedules.
     2. Select the shift.
     3. Click Edit Escalation and Contact Preferences
     {#override-contact-prefs-oncall__ol_v1t_b2l_llb}
   {#override-contact-prefs-oncall__choices_m3b_kdl_llb}
2. On the Contact Preferences tab, click the contact Attempt method to configure.  
   The Contact Preferences dialog box appears.
3. Select the contact methods that the instance should use for all shift members for the selected contact attempt.  
   Depending on your instance configuration, you can specify any or all of the following notification methods:
   * SMS text
   * Email
   * Slack
   * Voice
   * Microsoft Teams. For information on setting up this 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.").
   * Mobile push. For information on setting up this 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.").

   {#override-contact-prefs-oncall__ul_i2r_xjz_jlb}  
   Note:  
   SMS and voice require that Notify is active.
4. Enable the Override user preference option.

*[\>]: and then