Instructions and order of steps in docs.servicenow.com were not that clear. So I played myself and learned and lot.
I recommend the following order. I would play on PDI first before I try it on client's/employer's instance.
1. Create a new group and make sure to add group manager (OOB only this guy can manage the shifts, but you can add more group managers later {see step 6 below}).
Also make sure group manager user has 'rota_manager' role
2. Create 7-8 new users and assign them to the group (this way you can play with different users for different roasters)
3. Create new "Group Template" record (this is better idea than creating shifts every time you configure new group schedule)
4. On "Group Template" record you've created in previous step create new related records for on call groups (when you completed these steps you are now ready to create on-call schedule).
This is how steps 3-4 look once configured:
5. Create new on-call schedule and select group created in step 1
When you define schedule you select from existing template you created in step 3
Then you get to select members based on each shift you have created on the template
6. Once you are done with on-call schedule record and you have published it I have come to understand it is very important to create new 'Group Preference' record for your group created in step 1.
On-Call Scheduling > Administration>Group Preferences
This is where you add/define group managers
This is where you choose how your group will be able to manage PTO etc.
-----------------
Now that you have published new on-call schedule impersonate group manager (from step 1) or shift manager(s) (from step 6) and go to On-call Scheduling > On-call Calendars , then select your group on upper right corner and start playing with 'Manage Shift' etc.
It will take some practice to get familiar with interface.
7. Once everything is completed you need to finally configure Trigger Rule which is the place where you also select the workflow model for escalations. Please see more on following URL for workflow choices.
https://docs.servicenow.com/bundle/sandiego-it-service-management/page/administer/on-call-scheduling/reference/workflows-oncall.html
I hope this helps 🙂
Instructions and order of steps in docs.servicenow.com were not that clear. So I played myself and learned and lot.
I recommend the following order. I would play on PDI first before I try it on client's/employer's instance.
1. Create a new group and make sure to add group manager (OOB only this guy can manage the shifts, but you can add more group managers later {see step 6 below}).
Also make sure group manager user has 'rota_manager' role
2. Create 7-8 new users and assign them to the group (this way you can play with different users for different roasters)
3. Create new "Group Template" record (this is better idea than creating shifts every time you configure new group schedule)
4. On "Group Template" record you've created in previous step create new related records for on call groups (when you completed these steps you are now ready to create on-call schedule).
This is how steps 3-4 look once configured:
5. Create new on-call schedule and select group created in step 1
When you define schedule you select from existing template you created in step 3
Then you get to select members based on each shift you have created on the template
6. Once you are done with on-call schedule record and you have published it I have come to understand it is very important to create new 'Group Preference' record for your group created in step 1.
On-Call Scheduling > Administration>Group Preferences
This is where you add/define group managers
This is where you choose how your group will be able to manage PTO etc.
-----------------
Now that you have published new on-call schedule impersonate group manager (from step 1) or shift manager(s) (from step 6) and go to On-call Scheduling > On-call Calendars , then select your group on upper right corner and start playing with 'Manage Shift' etc.
It will take some practice to get familiar with interface.
7. Once everything is completed you need to finally configure Trigger Rule which is the place where you also select the workflow model for escalations. Please see more on following URL for workflow choices.
https://docs.servicenow.com/bundle/sandiego-it-service-management/page/administer/on-call-scheduling/reference/workflows-oncall.html
I hope this helps 🙂
