---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/it-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Defining On-Call Scheduling escalation process

# Defining On-Call Scheduling escalation process {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Create shift and group templates, escalation policies and trigger rules. Design escalation process and track progress of an escalation.

As rota_admin you can perform these tasks for your user groups.

* [Designing an escalation process](https://servicenow-prod.fluidtopics.net/u~NafiIqjZzxyfqtEb_HKg "To design an escalation process for a task, you define a trigger rule and configure one or more escalation policies.")
* [Track the progress of an escalation](https://servicenow-prod.fluidtopics.net/1lbI8P1wWrU2fBw_L0RDtw "Use the On-Call Escalation Tracking page for full visibility into the time line of an active or closed escalation as it progresses through its on-call escalation path.")
* [Create a shift template to simplify configuring shifts](https://servicenow-prod.fluidtopics.net/Ji8EZ4rB5Cu3ZLGagrAhNA "You can predefine sets of shift settings using shift templates. Shift templates are a subset of group templates.")
* [Create a group template to simplify configuring schedules](https://servicenow-prod.fluidtopics.net/fwchaqgE_uWJ9pS1OeL7Ng "Create templates to help your group create on-call schedules. For example, use the 24/7 template, which is available in the on-call demo data, to create on-call schedules for continuous service.")
{#defining-escalation-process-and-template__ul_yzm_nm5_gyb}
* **[Escalations in On-Call Scheduling](https://servicenow-prod.fluidtopics.net/IZ4mtGQ~ft8Eej~QYrBvyA)**   
  An escalation is a mechanism that ensures that important issues are addressed in a timely manner.
* **[Assigning On-Call Scheduling roles](https://servicenow-prod.fluidtopics.net/pZ9zUAXce2KHY7AT2hmefw)**   
  Admins can assign On-Call Scheduling roles to user groups and to individual users based on user activities and responsibilities.
* **[Create a shift template to simplify configuring shifts](https://servicenow-prod.fluidtopics.net/Ji8EZ4rB5Cu3ZLGagrAhNA)**   
  You can predefine sets of shift settings using shift templates. Shift templates are a subset of group templates.
* **[Create a group template to simplify configuring schedules](https://servicenow-prod.fluidtopics.net/fwchaqgE_uWJ9pS1OeL7Ng)**   
  Create templates to help your group create on-call schedules. For example, use the 24/7 template, which is available in the on-call demo data, to create on-call schedules for continuous service.