Create your SRM On-call schedule

Set up an on-call schedule for your team to ensure that the right person is always available to quickly respond to incidents and critical alerts. On-call schedules determine who is on call or available at a given time.

Before you begin

Shifts in SRM let you define variable time periods for your shift-based workforce. Create shifts for particular dates and times when you need coverage, and assign them to team members.

Role required: Manager, Responder, Administrator

Procedure

1. Navigate to Workspaces > Service Operations Workspace.
   You are taken to your SRM homepage.

   Note:

   If you have other SOW applications, and depending on your assigned roles, that homepage may not be the SRM homepage. It is the SOW homepage instead, with SRM alerts and incidents included in your metrics. In that case, to view SRM specific areas, select SRM modules from the left navigation pane.
2. Select Teams from the left navigation pane.
3. On the Teams Overview page, open any team which does not yet have an on-call schedule.
4. Select the Schedule tab.
5. View the team calendar.
6. To set up your calendar, select Create shift.
7. In the Create new dialog window, select either Create new shift or Use shift template.
   For Create new shift, fill in the form, as appropriate.

   Table 1. Create shift

   Field	Description
   Shift name	Name for the shift.
   All day shift	Toggle for all day commitment.
   Shift starts	Date and time the shift begins.
   Shift ends	Date and time the shift ends.
   Repeats	Shift repetition. Choices are: Never Daily Weekly
   Every	How often to repeat. Display depends on the time frame chosen.
   More options
   Timezone	User timezone.
   Holiday schedule	Schedule to use for the holiday.
   Repeats until	Date and time to end repetition.

   For Use shift template, fill in the fields, as appropriate.

   Table 2. Create shift using shift template

   Field	Description
   Shift name	Name for the shift.
   Template/Schedule	Existing templates for shifts. Choices are: 24 x 7 Off hours (workday 8:00 - 5:00) Off hours (workday 9:00 - 5:00) Workday 8:00 - 5:00 Workday 9:00 - 5:00

8. Select Create shift.