View On-Call schedules

The tiled grouping of on-call shift schedules helps you to review shifts rather than having to search through all shifts in the system.

Before you begin

Role required: itil, rota_manager, or rota_admin

About this task

Each card on the On-Call Schedules page represents a shift and identifies the on-call members. A card displays the group name, the shift name, and rosters (Primary and Secondary).

On-Call schedules enable you to view the presence of on-call members. For more information on presence, see User presence.

Note:

By default, on-call schedules are loaded in batches of 20. You can use the com.snc.on_call_rotation.landing_page.group_limit property update the setting. For details, see System properties for On-Call Scheduling.

Procedure

1. Navigate to All > On-Call Scheduling > On-Call Schedules.
   Note:

   For a group with overlapping shifts, shift cards are displayed based on the escalation setting.
   The following tabs appear:

   • Pinned On-Call Schedules: Displays a personalized list of who is on-call for the groups you are most interested in. Pin groups here for fast access.
   • My On-Call Schedules: Displays only the On-Call schedules that you manage or are a member of.
   • All On-Call Schedules: Displays the list of all groups that have active On-Call schedules. You can also find who is on-call for groups that you have not pinned.

   Use the filter to display On-call schedules by group, schedule, or username.

2. Optional: In the All On-Call Schedules tab, pin a shift card by pointing to the card and clicking the Pin icon ().
   Note:

   When you pin a shift card of a group with overlapping shifts, all other shift cards of that group are also pinned.
3. Optional: In the Pinned On-Call Schedules tab, unpin a shift card by clicking the Pin icon.
4. To view details of a shift, click the shift card.
   Note:

   Each shift card displays only the first two rosters.
   If you are a shift manager or roster member, the schedule opens. For more information, see Updating an On-Call schedule. In all other cases, you are redirected to the calendar view. For more information on on-call scheduling calendars, see Manage shifts from the Calendar view.
5. Optional: To view roster and escalation details, click Roster and escalation details on the shift card.
   A dialog box displays the following tabs:

   • Roster: Displays a list of all rosters and contact number, email address, group, and the shift for the active On-Call member.
   • Escalation Path: Displays the escalation path defined for the shift.

   Note:

   By default, the details of the on-call member of the primary roster are displayed. Click Send a direct message to send a direct message to the on-call member. Alternatively, call the member if the Notify WebRTC is configured. For more information on real-time messaging, see Connect. For information on Notify WebRTC, see Forward call workflow activity. For information on the Specify a valid Notify Number with voice capability property that enables the Notify WebRTC for on-call, see System properties for On-Call Scheduling.
6. Optional: To view gaps and conflicts in a shift, click the info badge on the shift card.
   • This is applicable only for group managers, shift managers, and delegated shift managers.
   • This information is displayed based on the setting of the com.snc.on_call_rotation.landing_page.show_pending_actions property. For more information, see System properties for On-Call Scheduling.