Exploring On-call Scheduling in Service Operations Workspace

  • 릴리스 버전: Australia
  • 업데이트 날짜 2026년 03월 12일
  • 소요 시간: 6분

    • On-Call Scheduling ensures that dedicated support team members are always available to resolve issues as they arise. You can set up on-call schedules, roster rotations, and escalation policies, escalate notifications for a group, and determine the current contact for an escalation.

    You can access your shifts and schedules within Service Operations Workspace using Schedules options.

    Managers can also use the Teams menu to perform all the administrative tasks.

    See On-Call Scheduling in Service Operations Workspace for more details.

    On-Call Scheduling in Service Operations Workspace workflow

    The various members of an organisation use On-Call Scheduling to work together. See a sample end-to-end workflow:On-call scheduling workflow
    1. Shift admin creates shift and group templates.
    2. Shift admin assigns role and configures escalation trigger rules. See Roles in Service Operations Workspace for ITSM and Assigning On-Call Scheduling roles
    3. The shift manager creates a shift and add or delete members to the shift.
    4. Shift manager designs the entire escalation process for the new shift.
    5. Roster member views their on-call schedules and find out who the other members on their shift are.
    6. Roster member can specify their availability and preferred contact methods from the methods set up by Shift admin.
    7. Roster members can submit a time-off request and refer another member of the group to cover the shift.
    8. Roster members views the roster and escalation details for a shift.
    9. Roster members view on-call reports and receive reminders.
    10. The shift manager approves or rejects the time-off requests.
    11. Shift manager reviews the on-call schedules for their groups for any gaps and time-off requests.
    12. Shift manager provides, replace, or delete coverage and time-off requests.
    13. Roster members receive on-call escalation notifications to acknowledge tasks or conference requests.
    14. Shift manager views escalation, group, and performance reports of their on-call teams.
    주:
    To view version compatibility matrix, view the latest release notes.

    On-Call Scheduling benefits

    Benefit Feature Users
    Create a new shift, assign members to the shift, set the shift preferences like rotations and responder levels. Create and edit shift in Service Operations Workspace itil, rota_manager (Shift Manager)

    Manage your shift by accepting or rejecting time-off requests. Resolve gaps and conflicts by providing coverage. Assign extra-time to the members to the shift.

    		 Manage shifts in service operation workspace itil, rota_manager (Shift Manager), rota_admin

    Create your own escalation policies and path. On-Call Scheduling allows you to create an escalation trigger rule using the templates available, based on your requirement.

    		 Escalation triggers and policies itil, rota_manager (Shift Manager), rota_admin, admin
    Create and edit Notification preferences for an entire team. Edit On-call team preference using Teams menu itil, rota_manager (Shift Manager), rota_admin

    Use any one of the multiple channels such as Slack, Microsoft Teams, mobile push messages, SMS, and voice messages to set as the preferred contact method for receiving notifications.

    		 Edit delivery channel
    To configure delivery channels, see:
    		 rota_admin, admin
    주:
    For more details on user roles, see Assigning On-Call Scheduling roles.