---
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


---

# Configuring On-Call Scheduling in Service Operations Workspace

# Configuring On-Call Scheduling in Service Operations Workspace {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Configure On-Call Scheduling in Service Operations Workspace (SOW) for their organizational needs, utilizing a suite of features to fulfill the various requirements.
You must configure the following On-Call Scheduling features in SOW to schedule and manage your work shifts:

* Create a on-call shift form.
* Create or edit on-call shift.
* Add on-call members to the shift.
* Configure On-call notification preference rules.
* Configure On-call team notification preferences.
* Configure communication, notification and delivery channels.
* Creating absences with proposed coverage and managing the requests.
* Create escalation trigger rules, levels and policies.
{#configuring-oncall-scheduling-sow__ul_kkc_t5s_dgc}
* **[Create new form](https://servicenow-prod.fluidtopics.net/dCzFNL24olwa0_SNzIB4AQ)**   
  Use the Create new form to create an on-call shift in Service Operations Workspace. If you select the Create new option on the Schedules page, provide the following field details.
* **[Create and edit shift in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/rc3Fdkc0n30OSFykynivMA)**   
  Shift manager can create a new shift using the Schedule menu or Teams menu in Service Operations Workspace
* **[Create notification preference rule](https://servicenow-prod.fluidtopics.net/SM_j5YLDaMRbLc3Z~1g5gQ)**   
  Define your preferred notification methods and delivery channels for receiving alerts whenever an escalation ticket is raised.
* **[Escalation triggers and policies](https://servicenow-prod.fluidtopics.net/~gL8Qrxjlz1KpvS8BzQNbw)**   
  Configure the user, notification and on-call escalation preferences by creating escalation trigger rules and policies.