OnCall calendar rotation: Daily OnCall + Weekend

Brian Bouchard · ‎06-11-2019

Looking for some help in how to effectively set up a 4 person On-call rotation where the same person is on-call the same day of the week, Monday - Thursday. Then the weekend (Fri-Mon am) is a rotation. Something like this:

Person A - always on-call Mon 8am-Tues 8am
Person B - always on-call Tues 8am-Wed 8am
Person C - always on-call Wed 8am-Thu 8am
Person D - always on-call Thu 8am-Fri 8am

Each person rotates each Fri 8am - Mon 8am

The only way I can manage to get this working is by having 5 separate rotations, which doesn't seem right. I could use some guidance on this one.

soumyamitra · ‎06-12-2019

Ok. First a correction to the property name. In my previous post I missed the full name. The full name is - com.snc.on_call_rotation.factor_daily_rotation_interval_all_day

When you create the schedule via wizard we also populate the 'Rotation Start Time' field in Roster to 08:00:00. So, please check for a new schedule after you have the property set.

If it is a existing schedule you are modifying please use the workaround of marking Rotation interval - 'weekly' and setting the 'Rotation Start Time' and again switch it back to Rotation Interval - Daily

At the end of it ... you should have a schedule like this. Here, I have two persons rotating daily

The schedule used is:

The Roster fields are set as:

The property is set as:

If it still does not work help me with these question - which release are you on? Can I have screenshots of your schedule attached to roster, The field values in roster and the property value and the Calendar?

Thanks

Soumya

View solution in original post

Michael Fry1 · ‎06-11-2019

While we have a Weekly rotation where you can define a rotation start time, we don't have that for a Daily rotation as you need. So you're correct with 5 different schedules.

soumyamitra · ‎06-12-2019

This is not accurate. Please see my reply. For daily we can rotate based on schedule time.

Thanks

Soumya

soumyamitra · ‎06-12-2019

You can achieve what you are looking for with two shifts.

Create a Shift Schedule 8 am - 8 am ( Monday to Thursday)

- Create a single Roster. Use Rotation interval Daily

- Assign the people A,B,C,D

- Set property - 'com.snc.on_call_rotation.factor_daily_rotation_interval_all_day' to false to ensure that the same person stays from 8am to 8 pm.https://docs.servicenow.com/bundle/london-it-service-management/page/administer/on-call-scheduling/r...

Create a Shift Schedule for Weekend

- Do the necessary setup for this Shift. I believe you have figured this one out as you have no question on this one.

Thanks

Soumya

Brian Bouchard · ‎06-12-2019

Thanks Soumya - That's what I was looking for, but I can't seem to get past the fact that my roster won't use the 8am-8am timeframe. I looked for the property mentioned in the doc and didn't see it, so I added a new one with the same name and set it to false, but still, when I change the rotation interval to Daily, it won't follow the 8am-8am pattern. It puts a person on-call for a while day at a time. I'm working in Madrid.