on-call schedule propose coverage

supriyapriy
Tera Contributor

an hour ago

Hello Community,
Need help in On-call scheduling feature.
 In one ServiceNow instance the Proposed cover field in the Manage Shift > Schedule time off window is showing available users correctly, but in our UAT instance the same field shows No matches found for similar shift/time selections. The field is visible in both instances, but only one instance returns eligible members. Has anyone faced this before? What configuration, related tables, roles, reference qualifiers, scripts, or Workforce Optimization scheduling data should I compare between the two instances to identify why UAT is not returning proposed coverage candidates?

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Vinod54
Tera Guru

19m ago

Hello @supriyapriy ,

 

The Proposed Cover field in Manage Shift → Schedule Time Off is populated OOB based on a specific set of conditions — if any one of them is not met in UAT, the field returns "No matches found." 


1. Verify user active status in UAT
The Proposed Cover reference qualifier filters on active users. If users were cloned from PROD but their sys_user.active flag is set to false in UAT, they will not appear.
2. Verify group membership
The on-call shift is linked to a group. Users must be active members of that group 
3. Check the On-call Rotation record
Navigate to All > On-Call Scheduling > Rotations in both instances and compare the rotation records side by side — specifically the Group, Schedule, and Roster fields. 
4. Role check 
The user performing the "Schedule Time Off" action must have the sufficient role or be the group manager. 

 


If this helped, please hit Helpful and Accept as Solution

Thanks,

Vinod Kumar M

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