---
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


---

# Updating an On-Call schedule

# Updating an On-Call schedule {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Shift managers and members can use the Schedules tabs to
view and update the on-call schedules of a group. Shift managers can review, manage,
and resolve gaps or conflicts in your On-Call schedule from a single
view.

## Opening the Schedules page {#update-schedule-oncall__section_ins_cw4_dlb}

To open and start working on a schedule, navigate to On-Call SchedulingOn-Call Schedules and then click the card for the group.

<br />

## Overview tab {#update-schedule-oncall__section_eld_tbc_1gb}

This tab gives an overview of the current shift. The following sections are available:

* On-Call: Displays information about the current on-call shift. From here, you can:
  * Navigate to the previous and next shifts.
  * View the roster and escalation details of the current shift. When you click Roster and escalation details, a dialog box displays the following tabs:
    * Roster: Displays a list of all rosters along with its active on-call member. Information of the on-call member such as the contact number, email address, group, and the shift to which the user belongs to is also available.
    * Escalation Path: Displays the escalation path defined for the shift.
    * Profile: Displays the user profile of the primary on-call member. You can send a direct message to the on-call member by clicking Send a direct message or call the member if Notify WebRTC for on-call is set up. For more information on real-time messaging, see [Connect](https://www.servicenow.com/docs/access?context=c_Connect&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US). For information on Notify webrtc, see [Forward to notify client workflow activity](https://www.servicenow.com/docs/access?context=r_WflowActivConnNotifClient&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US). For information on the Specify a valid Notify Number with voice capability property that enables the Notify WebRTC for on-call, see [System properties for On-Call Scheduling](https://servicenow-prod.fluidtopics.net/LnPeuCxU~5Qu4txwXNJQng "The property settings configure On-Call Scheduling operations.").
    * Contact Preferences: The contact preferences set for the primary on-call member.
    {#update-schedule-oncall__ul_l3s_gbb_1gb}
  {#update-schedule-oncall__ul_qns_bdc_1gb}
* Pending Actions: Displays the pending actions for the group's on-call schedule. You can review gaps, conflicts, and time-off requests to find a replacement and ensure proper support coverage. For information on resolving the pending actions, 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.") and [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.").  
  Note:  
  This section is displayed only for a shift manager.
* Your Upcoming Shifts: Displays your upcoming shifts in a calendar view.  
  Note:  
  This section is displayed for a shift member or a Shift Manager who is a shift member.
* On-call calendar: This section displays the calendar view of all shifts of the group. By default, the week view is displayed. For more information on on-call calendar, 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.").
{#update-schedule-oncall__ul_flw_5cc_1gb}

## Shifts tab {#update-schedule-oncall__section_y1n_tbc_1gb}

This tab displays all shifts defined for the user group. From here, you
can edit a shift or create a custom escalation policy to override
the default policy. For information on editing the escalation type,
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.").

You can also edit contact preferences from this tab. For more information
on configuring a contact preference, see [Configure my availability and contact preferences](https://servicenow-prod.fluidtopics.net/A9iSwRRZu5lgHCesNiceBg "You specify your availability and the methods to use to contact you for On-Call escalations. The instance notifies you if an admin overrides your settings for some reason.")

## Settings tab {#update-schedule-oncall__section_uzc_5bc_1gb}

This tab displays the group preferences set for your group's on-call shift. If not already set, click Create Custom Group Settings to set the group preferences. For more information about group preferences, see [Configure preferences for a user group](https://servicenow-prod.fluidtopics.net/nO5QgNqiX0699Dv~ggDWyQ "Specify the On-Call preferences for a user group.").  
Note:  
The group preferences set here affect only this group. These settings override the global settings.  
To view on-call properties, click View Global Settings.  
Note:  
View Global Settings is only visible to rota_admin.

*[\>]: and then