Can't create multiple shifts for on-call scheduling
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07-14-2025 05:04 AM
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.
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07-14-2025 08:30 AM
Hi @bcollier
cc: @andrew_och
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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07-14-2025 09:20 AM
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"
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07-14-2025 02:08 PM
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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