On-Call Scheduling in Service Operations Workspace
Summarize
Summary of On-Call Scheduling in Service Operations Workspace
On-Call Scheduling in Service Operations Workspace enables agents, Shift Managers, and On-call Admins to efficiently view and manage shifts, schedules, absences, and notifications. It supports collaboration by allowing users to see their own and peers' schedules, request absences, propose coverage, and customize notification preferences. Managers can approve absences, resolve scheduling conflicts or gaps, and configure escalation rules and policies for their groups.
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Key Features
- Schedules Menu: Access and manage shifts and schedules with customizable calendar views (day, week, month) filtered by groups or time zones.
- On-call Notification Preferences: Define how and when escalation alerts are received, including setting notification channels and escalation rules.
- Teams Management: View and manage team schedules, escalation policies, and preferences. Assign Shift Managers, edit team members, and control shift overlap and absence request preferences.
- Escalation Triggers and Policies: Create and assign escalation trigger rules and policies to teams to ensure timely and appropriate responses to incidents.
- Contextual Side Panel: Integrates with incident records to display on-call experts and track escalation details dynamically, facilitating quick contact and issue resolution.
Practical Benefits
- Ensures that the right personnel are available and accountable for critical alerts and incidents.
- Improves team coordination by making schedules and escalation policies transparent and manageable within the Service Operations Workspace.
- Enhances responsiveness through configurable notification preferences and escalation rules tailored to team needs.
- Supports operational efficiency by providing tools to handle absences, shift overlaps, and conflict resolution in scheduling.
Integration and Related Capabilities
On-Call Scheduling complements other Service Operations Workspace modules such as Incident Management, Change Management, and Workforce Optimization. It also integrates with collaboration tools like Microsoft Teams and supports workflows including Knowledge Management, Problem Management, and Service Level Management, thereby enhancing overall ITSM effectiveness.
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.