On-Call Scheduling in Service Operations Workspace
Summarize
Summary of On-Call Scheduling in Service Operations Workspace
On-Call Scheduling in Service Operations Workspace (SOW) enables agents, shift managers, and on-call administrators to efficiently view and manage on-call shifts, schedules, and related notifications. It supports shift management, absence requests, coverage proposals, and notification preferences tailored to individual and team needs. This feature ensures accountability and timely responses to incidents and critical alerts by clearly defining who is on call and managing escalation policies.
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Key Features
- Schedules Menu: Access all on-call schedules and shifts via calendar or timeline views customizable by day, week, or month and filterable by group or time zone.
- On-Call Notification Preferences: Define escalation notification rules and delivery channels to receive alerts on ticket escalations effectively.
- Teams Management: View and manage team schedules, escalation policies, and preferences including shift assignments, absence rules, and escalation triggers to ensure team readiness and accountability.
- Contextual Side Panel: Directly access on-call schedules, identify experts on call for incident support, and track escalation details dynamically within incident records.
- Shift and Absence Management: Approve or reject absence requests, resolve scheduling conflicts, and manage shift overlaps with clearly defined rules and preferences.
Practical Benefits for ServiceNow Customers
- Streamlines on-call scheduling and shift management to reduce response time during incidents.
- Provides transparency of schedules across teams and groups, enhancing collaboration and accountability.
- Enables configurable escalation policies and notification delivery methods to ensure critical alerts are acknowledged promptly.
- Supports integration within Service Operations Workspace for seamless incident handling and expert engagement.
- Offers flexible views and filters for personalized schedule management and better resource planning.
Use On-Call Scheduling in Service Operations Workspace to view and manage your shifts and schedules.
On-Call Scheduling overview
As an agent, view your schedule and your peer's schedules, request an absence, propose coverage, and set your notification preferences.
As a Shift Manager, view, and manage shifts, approve or reject absence requests, and resolve gaps and conflicts. You can also manage notification preferences, delivery channels, escalation trigger rules, and policies for your group.
As an On-call Admin, view, and manage shifts, approve or reject absence requests, and resolve gaps and conflicts. You can also manage notification preferences, delivery channels, escalation trigger rules, and policies for any group.
Schedules in Service Operations Workspace
Use the Schedules menu on the home page to access On-Call Scheduling in Service Operations Workspace.
On-call Schedules tab
This tab displays all the user's schedules and shifts in a calendar or time-line view. You can customize the view as a day, week, or month view, and filter the calendar based on your groups or time zones.
You can manage your work, shifts, and time-off requests on this tab.
On-call notification preferences
On this tab, you can define your preferred notification methods to receive alerts when a ticket is escalated to you.
You can define the escalation notification rules and the delivery channels that are used to receive these notifications.
Teams in Service Operations Workspace
Use the Teams menu (
) in Service Operations Workspace to view all teams. Select a team card to view and manage a team's schedule, define escalation
policies, and team preferences for the selected
shift. This
feature verifies that your team knows who is on call, is accountable, and is confident that critical alerts or incidents are
acknowledged.
Use the Schedule tab to create and manage shifts for your team. This feature verifies that the right person is available to respond to incidents and critical alerts. You can also add or edit team members, description, and the contact information of your team.
Use the Escalation triggers and policies tab to set an escalation policy and the trigger rules to be followed if there's an incident. You assign these policies and trigger rules, along with notification preferences, to a team.
Use the On-call Team preferences tab to edit shift preferences for a group. You can add a Shift Manager and the start day of the week, set preferences for absence requests and shift overlap, and escalation rules for shift overlap.
Contextual side panel
Use On-Call Scheduling from the Contextual side panel, when you open an incident. You can also configure experts on call and escalation tracking for any other record, if necessary.
Select
the Experts On-call
icon (
) from the Contextual side panel to view and contact the recommended subject matter
experts for help.
To view the escalation details and dynamic tracking of an on-call escalation, select the on-call escalations icon (
) from the Contextual side panel.