What is ROSTER in On-Call Scheduling

[AldoConvene]

Hi Community,

I want to understed what does ROSTER means in On-Call Scheduling?

Thanks!

[Gunjan Kiratkar]

Hi @AldoConvene ,

The "roster" refers to a schedule of on-call shifts for a specific team or group. A roster typically consists of a list of team members, along with the dates and times that each member is expected to be on call.

The purpose of a roster is to ensure that there is always someone available to respond to incidents and other urgent issues that may arise. Rosters are often used in IT service management, but they can also be used in other fields where it is important to have someone available to handle urgent situations.

You can use the On-Call Scheduling feature to create and manage rosters for your teams. This feature allows you to define the on-call schedule for each team member, assign on-call duties to specific individuals or groups, and track the status of on-call shifts. You can also use the On-Call Scheduling feature to send notifications to team members when they are scheduled to be on call, and to track the duration of on-call shifts.

• On-call rosters are typically used to assign on-call duties to team members on a rotating basis. This means that each team member is responsible for being on call for a certain period of time, and then is relieved of on-call duties for a set period of time before being scheduled for on-call again.

• On-call rosters can be configured to cover different time periods, such as 24/7 coverage, business hours only, or specific days of the week. You can also specify different on-call schedules for different teams or groups within your organization.

• When an incident or other urgent issue arises, the team member who is currently on call is responsible for responding to the issue and taking appropriate action. This may involve troubleshooting the problem, escalating the issue to other team members or teams, or coordinating with other stakeholders to resolve the issue.

• In ServiceNow, you can use the On-Call Scheduling feature to set up notifications that are sent to team members when they are scheduled to be on call. These notifications can be sent via email, SMS, or other methods, and can be customized to include information about the on-call shift, such as the start and end times, and any special instructions or guidelines.

• You can also use the On-Call Scheduling feature to track the status of on-call shifts, including whether the shift has been covered or not, and by whom. This can be useful for tracking compliance with on-call policies and procedures, and for identifying trends or patterns in on-call coverage.

I hope this helps to give you a better understanding of the term "roster" as it is used in the context of on-call scheduling in ServiceNow.

[AldoConvene · Accepted solution]

I found the answer, it is the escalation User,could be 1, 2 or 3 it depends on the need,

Thanks!

[deepan_db]

Can we use On-Call Scheduling Roaster for Auto Ticket Assignment ?

if yes, which of the table will have the members , groups and Shift start - end time details.