on-call

[andreahart]

We have always had issues with our on-call schedules and shifts, but it seems more  prominenent since we upgraded to Yokohama.

1. The main issue is that when a shift manager tries to change a current shift or rotation, the changes are not saved. We usually end up deleting the schedule and starting over, which means there is no historical data, and maybe that's ok. But is that by design?

2. There seems to be shift overlap warnings for overlaps that do not exist, which makes us think there is residual data that is not clearing when a shift if is modified. (This only happens when we allow shift overlaps, but we only do that because otherwise we cannot create a shift at all.)

3. We are not convinced that the ServiceNow On-call interface is syncing with the Service Operations Workspace interface.  Are there any known issues with this?

[Abbas_5]

Hello @andreahart,

Please refer to the link below:
https://www.servicenow.com/docs/bundle/zurich-it-service-management/page/administer/on-call-scheduli...

If it is helpful, please hit the thumbs-up button and accept the correct solution by referring to this solution in the future. It will be helpful to them.

Thanks & Regards,

Abbas Shaik

[andreahart]

Hello Tera,

This is great refresher.

Thanks for your recommendation.

[andreahart]

Hi Abbas,
Oops. Called you Tera. haha.
Thanks again for your help.

[Mark Manders]

I would raise these concerns with NowSupport, because they can access your data, we can't. They can see if there is residual data. The warning is triggered by something but we can't check on what that data is. 

'You are not convinced' means that you don't know, which is strange. Either you have the data there, or you don't. If some data is there and other isn't, we can't check on that, because we don't have access to your instance. 

'Changes aren't saved' is something you can easily make a screenrecording of and add it to the Case with NowSupport so they can tell you if you are doing something wrong or not. I have several customers using it, and I don't recognize any of your points, so it could very well be that you are missing something, somewhere.

You also mention that you have always had issues. Have you raised these with ServiceNow before? And what was the answer?