Hi, Getting ready to go-live with On-Call Schedules. We are moving out of Excel files and into the application. I have a few questions on some of our scenarios:
1. Holiday coverage - We have a 3-4 different "shifts" for on-call. Some groups have a Monday-Friday "Daytime On-call" and an "After Hours" on-call (different people). On Holidays like Thanksgiving when the offices are closed, the After Hours on-call person typically provides the coverage for that day as it's a long weekend. We have added our holidays to the application. What is the best way to configure the shift so that it's After-Hours on-call person showing and not the Daytime coverage?
2. In the same vein as Holidays, our Managers build their on-call schedules for the upcoming year in December. They balance out the Long Weekend weeks so that everyone has their fair share. This often means a disruption in the normal rotation to spread the holidays around. This can be accomplished in ServiceNow using the "provide coverage" function. But, when a Roster/group member is offboarded or a new person onboarded, what happens to these "manually configured"/out-of-rotation weeks? Do they get overridden by the Roster rotation update? Or do they remain unchanged?
Thank you
