---
sourceDocument: Zurich IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/it-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Configuring On-Call Scheduling in Service Operations Workspace

# Configuring On-Call Scheduling in Service Operations Workspace {#ariaid-title1}

Release version: Zurich  
Updated July 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Configure On-Call Scheduling in Service Operations Workspace (SOW) for their organizational needs, utilizing a suite of features to fulfill the various requirements.
You must configure the following On-Call Scheduling features in SOW to schedule and manage your work shifts:

* Create a on-call shift form.
* Create or edit on-call shift.
* Add on-call members to the shift.
* Configure On-call notification preference rules.
* Configure On-call team notification preferences.
* Configure communication, notification and delivery channels.
* Creating absences with proposed coverage and managing the requests.
* Create escalation trigger rules, levels and policies.
{#configuring-oncall-scheduling-sow__ul_kkc_t5s_dgc}
* **[Create new form](https://www.servicenow.com/docs/EZ9fELIvyY1G~7ATNM6QkQ)**   
  Use the Create new form to create an on-call shift in Service Operations Workspace. If you select the Create new option on the Schedules page, provide the following field details.
* **[Create and edit shift in Service Operations Workspace](https://www.servicenow.com/docs/OCzPJUyYzrgBJdG7P52Piw)**   
  Shift manager can create a new shift using the Schedule menu or Teams menu in Service Operations Workspace
* **[Create notification preference rule](https://www.servicenow.com/docs/j1GnaCxmwyz_LNGT0oYNXw)**   
  Define your preferred notification methods and delivery channels for receiving alerts whenever an escalation ticket is raised.
* **[Escalation triggers and policies](https://www.servicenow.com/docs/NAvXi8uyzFMzekfT0GSg8w)**   
  Configure the user, notification and on-call escalation preferences by creating escalation trigger rules and policies.