--- 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 --- # Exploring On-call Scheduling in Service Operations Workspace # Exploring 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) 2 minutes to read On-Call Scheduling ensures that dedicated support team members are always available to resolve issues as they arise. You can set up on-call schedules, roster rotations, and escalation policies, escalate notifications for a group, and determine the current contact for an escalation. You can access your shifts and schedules within Service Operations Workspace using Schedules options. Managers can also use the Teams menu to perform all the administrative tasks. See [On-Call Scheduling in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/iAh6oLkXtqzk0v0uwRVkKA "Use On-Call Scheduling in Service Operations Workspace to view and manage your shifts and schedules.") for more details. ## On-Call Scheduling in Service Operations Workspace workflow {#on-call-scheduling-in-service-operations-workspace__section_vk4_5rb_syb} The various members of an organisation use On-Call Scheduling to work together. See a sample end-to-end workflow: 1. Shift admin creates shift and group templates. 2. Shift admin assigns role and configures escalation trigger rules. See [Roles in Service Operations Workspace for ITSM](https://servicenow-prod.fluidtopics.net/DRpcasvBTrLCDn3s_9eBvw "You can configure the user access for Service Operations Workspace (SOW) pages using various roles.") and [Assigning On-Call Scheduling roles](https://servicenow-prod.fluidtopics.net/AVnTW4so0FG2XEg4M85UgA "Admins can assign On-Call Scheduling roles to user groups and to individual users based on user activities and responsibilities.") 3. The shift manager creates a shift and add or delete members to the shift. 4. Shift manager designs the entire escalation process for the new shift. 5. Roster member views their on-call schedules and find out who the other members on their shift are. 6. Roster member can specify their availability and preferred contact methods from the methods set up by Shift admin. 7. Roster members can submit a time-off request and refer another member of the group to cover the shift. 8. Roster members views the roster and escalation details for a shift. 9. Roster members view on-call reports and receive reminders. 10. The shift manager approves or rejects the time-off requests. 11. Shift manager reviews the on-call schedules for their groups for any gaps and time-off requests. 12. Shift manager provides, replace, or delete coverage and time-off requests. 13. Roster members receive on-call escalation notifications to acknowledge tasks or conference requests. 14. Shift manager views escalation, group, and performance reports of their on-call teams. {#on-call-scheduling-in-service-operations-workspace__ol_unf_csb_syb} Note: To view version compatibility matrix, view the latest release notes. ## On-Call Scheduling benefits {#on-call-scheduling-in-service-operations-workspace__section_yxt_h3r_fyb} {#on-call-scheduling-in-service-operations-workspace__table_zxt_h3r_fyb__entry__3} | Benefit | Feature | Users | |-|-|-| | Create a new shift, assign members to the shift, set the shift preferences like rotations and responder levels. | [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") | itil, rota_manager (Shift Manager) | | Manage your shift by accepting or rejecting time-off requests. Resolve gaps and conflicts by providing coverage. Assign extra-time to the members to the shift. | [Manage shifts in service operation workspace](https://servicenow-prod.fluidtopics.net/AdqO9ymW3cNILPymn90ulg "Accept or reject absences requests, resolve gaps and conflicts by providing coverage and scheduling extra time for a shift.") | itil, rota_manager (Shift Manager), rota_admin | | Create your own escalation policies and path. On-Call Scheduling allows you to create an escalation trigger rule using the templates available, based on your requirement. | [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.") | itil, rota_manager (Shift Manager), rota_admin, admin | | Create and edit Notification preferences for an entire team. | [Edit On-call team preference using Teams menu](https://servicenow-prod.fluidtopics.net/o880XTm6YGqLzs9D~VqNgQ "Use the Teams menu to edit the on-call preferences for a selected team.") | itil, rota_manager (Shift Manager), rota_admin | | Use any one of the multiple channels such as Slack, Microsoft Teams, mobile push messages, SMS, and voice messages to set as the preferred contact method for receiving notifications. | [Manage delivery channel](https://servicenow-prod.fluidtopics.net/ZUXr88N59Be2mw2QQp3NTQ "Add, edit, and delete delivery channels for notification preference rules in Service Operations Workspace.") To configure delivery channels, see: * For Slack: [Setting up Slack as a contact method](https://servicenow-prod.fluidtopics.net/wxCaB84qiHzFmDqV9lTgNw "You configure Slack to enable users to receive Slack notifications for escalations. To offer Slack as a contact method for shift members, you install the IntegrationHub spoke for Slack.") * For SMS and voice message: [Setting up SMS and voice messaging as contact methods](https://servicenow-prod.fluidtopics.net/JiGacLLdfXeflQ4dQZMx2g "To send On-call escalation notifications as SMS or voice messages, you must configure Notify.") * For teams: Microsoft Teams * For mobile push notifications: [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.") {#on-call-scheduling-in-service-operations-workspace__ul_erh_mqn_ccc} | rota_admin, admin | [ ] {#on-call-scheduling-in-service-operations-workspace__table_zxt_h3r_fyb} Note: For more details on user roles, see [Assigning On-Call Scheduling roles](https://servicenow-prod.fluidtopics.net/AVnTW4so0FG2XEg4M85UgA "Admins can assign On-Call Scheduling roles to user groups and to individual users based on user activities and responsibilities."). **Related concepts** * [Service Operations Workspace for ITSM user interface](https://servicenow-prod.fluidtopics.net/uWluC9_Uh67ERaJ08SACEA "You can navigate through the Service Operations Workspace to get an overview of how an agent can prioritize tasks and provide resolution.") * [Service Operations Workspace for ITSM landing page](https://servicenow-prod.fluidtopics.net/5uX6zKipjCtt1S9pI2FIfw "An agent can get quick visibility into the work assigned, view announcements, and view upcoming tasks.") * [Exploring Recommended Actions for ITSM in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/6kFddQEQ~Hqc6XrXT4Fe6Q "Recommended Actions for ITSM lets you set up and apply real-time actionable recommendations for speeding up the triaging process. You can resolve issues quickly across various records in the Service Operations Workspace, including Incident, Incident task, Problem, Problem task, Change request, Change task, Interaction, and Request.") **Related tasks** * [Access Service Operations Workspace for ITSM](https://servicenow-prod.fluidtopics.net/m_2drY2jCYlQvQUH8OaTcg "Experience a unified and seamless experience when managing the life cycle of task records such as incidents and requests.")