Can't create multiple shifts for on-call scheduling

bcollier
Tera Contributor

My organization has multiple teams with different responsibilities for after hours support.  I am unable to create any shifts that overlap without receiving the error "span overlaps rotation schedule"
A generic example of what I'm trying to create is:

Team 1 After hours 6pm-6am
user a, user b , user c

Team 2 After hours 6pm-6am
user d, user e, user f

Team 3 After hours 6pm-6am
User g, user h, user i

Any assistance on how to accomplish this would be greatly appreciated.  From what I've been able to find on service now learning, documentation for on-call scheduling is lacking. 

3 REPLIES 3

Dr Atul G- LNG
Tera Patron
Tera Patron

Hi @bcollier 

 

https://www.servicenow.com/community/developer-forum/on-call-schedule-with-multiple-spans-and-rotati...

https://www.servicenow.com/community/itsm-blog/on-call-scheduling-changing-a-rotation-start-and-or-e...

 

cc: @andrew_och 

 


 

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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
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unfortunately neither of these links address what I'm attempting to accomplish, or don't appear to match anything that I'm attempting to do. 

I've got multiple teams that work a normal 9-5,  Each team has its own on-call schedule.  
I create an on-call shift for team 1  from 5pm-9am all is good. 
I create an on-call shift for team 2, from 5pm-9am it overlaps with the shift for team 1 and I get the "span overlaps rotation schedule"

Hi @bcollier 

This seems to be expected behavior. If you refer to the first link I shared, it shows the same error. I suggest logging a support case with ServiceNow to check if their team can assist further.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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