On-Call Scheduling - Editing Shifts

[David Gillespie]

Hi all, I've just started using the On-Call Scheduling module and am struggling when trying to edit a shift.

I've successfully created a recurring schedule which rotates a team of four once per week, across a year.  I've been able to substitute in a new Primary Contact (e.g. on days of planned absence) through the 'Manage Shift -> Provide Coverage' function, but am unable to change that person for a second time. I'm given the error:

'Some Coverages spans were not created since they already have a Coverage defined

Coverage creation skipped for Primary on date(s) (13-10-2020 18:00 - 14-10-2020 08:00) as there was a conflicting Coverage present.'

Does anybody have any idea how I might do this?  I haven't been able to work out how to remove the replacement Primary Contract and replace them with another; if I try and manually delete the shift from the calendar view it puts it back a couple of seconds later.

The On-Call shift rota here changes fairly frequently so multiple changes of planned shifts may need to be made.

Thanks

David

[Jyoti8]

Hi David,

URL for reference : https://docs.servicenow.com/bundle/madrid-it-service-management/page/administer/on-call-scheduling/task/t_SetUpANewOnCallSchedule.html

Have you followed the same steps :

In On-call Scheduling Module -> On-call Schedules -> Select your Groups On-call Schedule -> Shifts -> Edit Schedule -> Members.

I hope it will help you.

Please Mark Helpful and Correct, if applicable.

Thanks..!

[SL7]

I had the very same problem the other day.

Had to wrap my head around what they mean by SCHEDULE and coverage.

It makes sense that when you create a schedule, you should not need to make many changes to it.  However, it is reasonable that you will make many changes to whom is working the shift/providing coverage - eg. swap pager with others.

I was using 'MANAGE SHIFT' as well and ran into same problem.

Had to search and found

https://docs.servicenow.com/bundle/newyork-it-service-management/page/administer/on-call-scheduling/...

[Josh Terrell]

We are having this same problem. The doc linked doesnt existing and when trying to search current not finding anything that shows how to correct this. We have several teams and they may swap on call or days often so would like to see if there is a way to bypass this to allow them to manage shift multiple times. Is there a current discussion or doc that shows how to do this?