Setup On-Call Scheduling

[lukeu]

Hello SNOW users!

I was wondering if someone out there has recently setup the On-Call Scheduling module in their environment and had any tips on how to start? Like everything in SNOW, finding the documentation isn't as easy and I would say I'm not an expert. I would be happy to chat about it and even take documentation that people has used to assist them with setup and rollout. 

Thanks!

[d_cammack]

Hello,

You will want to start with the 'Create/Edit Schedule' module.   This will allow you to first define which group is getting setup then define the number of shifts and other roster definitions for the group. 

If it asks if you want to use a template or existing schedule, the answer is 'No' unless you happen to have these defined.  (I haven't used either in the 8+ years since first defining on-call schedules).    

The main thing you need to start is to know if the schedules you are defining follow a standard rotation (daily/weekly).  For example, if the group has four team members defined shift roster the first person on the roster will be on-call one week and then three off.  If the group does not follow a standard rotation, you would then define a roster schedule to start in the far future (maybe starting in 2026) just to get the schedule, and then you will be able to manually add coverage periods starting in the current calendar.    

Hope this helps!

[Ani10]

Hi! I know a lot regarding how the on call app works. I believe I put some documentation together but it was a couple years ago. The info should be the same but screenshots and stuff will be old UI. I’ll see what it looks like and share. 

[NavyaSwetha]

Hello Lukeu,

We recently rolled out on-call scheduling, and I found 'Solved: Re: On-Call Scheduling implementation instructions... - ServiceNow Community' very helpful.

To prepare any info-session, see also On-Call Scheduling - Process Workshop

*Credits to those who shared this information.