--- sourceDocument: australia Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/australia/delta-xanadu-australia Release : - australia ft:locale : - en-US ft:publication_title : - australia Combined Product Files ft:clusterId : - delta3ax bundleId : - delta3ax --- # Combined On-Call Scheduling release notes for upgrades from Xanadu to Australia # Combined On-Call Scheduling release notes for upgrades from Xanadu to Australia {#ariaid-title1} Release version: Australia Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 9 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Combined On-Call Scheduling Release Notes for Upgrades from Xanadu to Australia This consolidated guide provides ServiceNow customers with essential information about upgrading On-Call Scheduling from the Xanadu release through to the Australia release. It outlines critical upgrade tasks, new features, changes, removals, deprecations, activation details, and other relevant considerations to ensure a smooth transition and improved on-call management experience. Show full answer Show less ## Important Upgrade Information * **Workflow to Subflow Transition:** Starting with Zurich, On-Call Scheduling uses subflows instead of legacy workflows. Existing workflows remain supported for Zurich users, but new instances and updates require subflows configured in Workflow Studio. * **Pre- and Post-Upgrade Tasks:** Review and complete required tasks before upgrading to Australia to ensure compatibility and feature support. * No removals or deprecations occurred across these releases for On-Call Scheduling. ## Key Features Introduced * **Zurich:** * Ability to add and configure custom on-call notification channels through the On-call communication channel configuration table, enhancing communication flexibility. * Customization of on-call notification messages and response keywords to tailor communication with users and groups. * On-call escalation notifications can be triggered when specific record fields change, with support for group-level and global trigger rules. * Bulk On-Call Schedule Setup Wizard enables admins with the `rotaadmin` role to onboard multiple teams into on-call rotations via a guided flow in Service Operations Workspace (SOW). * Performance improvements in subflow processing for faster, simultaneous notifications through multiple channels and prioritized Flow runner queue processing. * Enhanced on-call trigger rules that can directly invoke subflows for streamlined automation. * Coral theme introduced as the new default UI with a brand-neutral look and a dark mode option for web and mobile. * **Australia:** * Monthly roster rotation feature added to simplify shift management, available for the 2024 schedule engine. * Introduction of a granular `snoncalladmin` role for more precise control over on-call schedule configurations. * Continuation of the Bulk On-Call Schedule Setup Wizard for efficient team onboarding. ## Changes to Existing Features * **New 2024 Schedule Engine:** Introduced in Xanadu and enhanced through releases, this engine improves schedule and shift management by resolving member placement gaps, verifying user continuity, and improving performance when modifying schedules. * **Email Notification Link Redirection:** Starting in Yokohama, admins can configure whether on-call schedule and shift record links in email notifications open in the Service Operations Workspace (SOW) or classic UI16, contingent on role assignments and specific system properties. ## Activation Information * On-Call Scheduling is activated via the ServiceNow AI Platform On-Call Scheduling plugin (`com.snc.oncallrotation`) across all release families. * Activation includes third-party libraries: FullCalendar and DHTMLX scheduler. * The plugin is enabled by default for zBoot customers. ## Accessibility and User Experience * The Coral theme introduced in Zurich offers a modern UI with a dark theme option to improve readability and reduce eye strain in web and mobile experiences. ## Practical Impact for ServiceNow Customers * Upgrading to Australia ensures you leverage subflow-based on-call scheduling automation, which is more flexible and performant compared to legacy workflows. * Customizable notification channels and messages enable tailored communication strategies aligned with your organizational needs. * Bulk onboarding and granular roles streamline administration, reducing manual configuration effort and enhancing security controls. * The new schedule engine and monthly roster rotation simplify shift management and improve scheduling accuracy. * Email notification redirection enhances user experience by integrating with modern workspaces. By following the upgrade guidance and leveraging these features, ServiceNow customers can optimize their on-call scheduling processes to improve operational efficiency and responsiveness. Consolidated page of all release notes for On-Call Scheduling from Xanadu to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family On-Call Scheduling release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Xanadu to Australia. Tip: If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release." ## Important information for upgrading On-Call Scheduling to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-oncallscheduling-summary__entry__2} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Upgrade information : Starting from the Zurich release, On-Call Scheduling uses subflows, not workflows. You must transition from workflows to subflows, because the workflows are considered as legacy workflows. For existing users in Zurich, your current workflows continue to be supported. However, for new users, the On-Call Scheduling plugin installations on Zurich and later instances only use subflows. Maintain, build, and modify your own custom on-call scheduling flows in Workflow Studio with subflows for new instances. The following subflows are available for configuration: * On-Call: Assign * On-Call: Assign and Notify * On-Call: Assign by Acknowledgment * On-Call: Assign by Acknowledgement per Rota * On-Call: Assign by Acknowledgement Voice * On-Call: Check Assignment Response * On-Call: Conference Call Escalation * On-Call: Escalations by Email * On-Call: Escalation By Email per Rota * On-Call: Time-off approval | | Australia | No updates for this release. | [ ] ## New features Between your current release family and Australia, new features were introduced for On-Call Scheduling. {#dfrn3-oncallscheduling-summary__entry__12} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | [Add custom on-call notification channels](https://www.servicenow.com/docs/access?context=custom-on-call-channel-integration&family=zurich&ft:locale=en-US) : Increase the flexibility in communication by adding and configuring service providers as on-call notification channels. You must configure the communication channel by using the On-call communication channel configuration \[on_call_comunication_channel_config\] table. After you configure the channel, you can select the new channel. This feature is applicable only after the subflows are configured and used. [Customize the on-call notification message and keywords](https://www.servicenow.com/docs/access?context=config-oncall-communication-channel&family=zurich&ft:locale=en-US) : Customize an on-call notification message and response keywords that are sent to the user and user groups as per your preferences. You can customize the message and keywords by using the On-call communication channel configuration \[on_call_communication_channel_config\] tables. [Send the on-call escalation notifications when the configured record fields are modified](https://www.servicenow.com/docs/access?context=create-trigger-rule-oncall&family=zurich&ft:locale=en-US) : Send the on-call escalation notifications when the configured record fields are modified. On-call trigger rules have the following enhancements: * Configure the changes to fields as a triggering condition to run trigger rules. For example, changes to the Priority field for an incident can be configured as a trigger condition. * Configure the group or team level trigger rules, or you can configure the global trigger rules that aren't associated with a user group. * If the assignment group is auto-populated when an incident is created, you can still configure the on-call trigger rules to run and send the escalation notifications. [Bulk on-call schedule setup wizard](https://www.servicenow.com/docs/access?context=oc-create-bulk-schedule-onboarding&family=zurich&ft:locale=en-US) : Admins with the rota_admin role can now onboard many teams onto on-call rotations in a single guided flow, instead of configuring each team one-by-one in On-Call Scheduling. Select the On-Call Bulk Onboarding in Service Operations Workspace (SOW). | | Australia | [Monthly roster rotation for an on-call schedule](https://www.servicenow.com/docs/access?context=create-update-schedule-oncall&family=australia&ft:locale=en-US) : Simplify shift management by configuring a monthly roster rotation for an on-call schedule. This option is available only for the 2024 schedule engine. [Granular role for on-call schedule configurations](https://www.servicenow.com/docs/access?context=roles-assigning-oncall&family=australia&ft:locale=en-US) : Configure on-call schedule features using the granular and specific role, sn_on_call_admin. It contains sn_trigger_table_cfg_read and sn_trigger_table_cfg_write roles. [Bulk on-call schedule setup wizard](https://www.servicenow.com/docs/access?context=oc-create-bulk-schedule-onboarding&family=australia&ft:locale=en-US) : Admins with the rota_admin role can now onboard many teams onto on-call rotations in a single guided flow, instead of configuring each team one-by-one in On-Call Scheduling. Select the On-Call Bulk Onboarding in Service Operations Workspace (SOW). | [ ] ## Changes Between your current release family and Australia, some changes were made to existing On-Call Scheduling features. {#dfrn3-oncallscheduling-summary__entry__22} | Release | Release notes | |-|-| | Xanadu | [On-Call Scheduling new schedule engine](https://www.servicenow.com/docs/access?context=oncall-schedule-engine&family=xanadu&ft:locale=en-US) : The new 2024 schedule engine offers a more efficient and improved experience for managing your schedules and shifts. On-Call Scheduling supports an automatic upgrade to the new schedule engine. [On-Call Scheduling new schedule engine](https://www.servicenow.com/docs/access?context=oncall-schedule-engine&family=xanadu&ft:locale=en-US) : The new schedule engine introduces the following enhancement: * Shift support to resolve gaps resulting from member placement. * Resolve daily rotation gaps, caused by adding or removing members, holiday schedules, or extra time. * Verifies user continuity based of the last on-call member from the previous schedule. * Improved performance by reducing the time required to add, remove, or move members. | | Yokohama | [Email redirection behavior for links in major on-call schedule email notification](https://www.servicenow.com/docs/access?context=create-update-schedule-oncall&family=yokohama&ft:locale=en-US) : In all major on-call schedule or shift email notifications, you can now decide where the links to an on-call schedule or shift record are redirected. Instead of an on-call schedule or shift record automatically opening in the classic UI16 interface in On-Call Scheduling, the record can be opened in SOW. The on-call schedule or shift record link in an email notification opens in SOW only if the following conditions are met: * The Redirect SOW Email notification (sow_email_notification_redirect) property is set to true. * The Redirect SOW Email notification for On-call scheduling (sow_email_notification_redirect.on_call) property is set to true. * You have the sn_sow_user role. The ITSM Notifications Redirection (com.snc.itsm.notifications_redirection) plugin is installed and activated automatically to support this behavior. | | Zurich | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Performance improvements in subflows for on-call notifications](https://www.servicenow.com/docs/access?context=on-call-new-trigger-engine&family=zurich&ft:locale=en-US) : The following performance enhancements are available for on-call notifications when subflows are used: * On-call notifications are sent to multiple channels such as SMS or email simultaneously instead of sending it sequentially. * When the com.snc.on_call_rotation.new_trigger_engine property is set to true, the on-call subflows are processed via the Flow runner queue. The on-call subflows that are marked as High priority are processed faster via a Flow runner queue especially when multiple events are triggered at the same time and are in the process queue. * Reminder notifications are also sent to users when the instance is upgrading. [Enhanced on-call trigger rules to support subflows](https://www.servicenow.com/docs/access?context=on-call-scheduling-subflows-overview&family=zurich&ft:locale=en-US) : The on-call trigger rules form is enhanced to trigger a subflow when the trigger rule is executed. You can enable and select a specific subflow for a trigger rule. | | Australia | No updates for this release. | [ ] ## Removed Between your current release family and Australia, some On-Call Scheduling features or functionality were removed. {#dfrn3-oncallscheduling-summary__entry__32} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Deprecations Between your current release family and Australia, some On-Call Scheduling features or functionality were deprecated. {#dfrn3-oncallscheduling-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Activation information Review information on how to activate On-Call Scheduling. {#dfrn3-oncallscheduling-summary__entry__52} | Release | Release notes | |-|-| | Xanadu | On-Call Scheduling is available with activation of the ServiceNow AI Platform On-Call Scheduling plugin (com.snc.on_call_rotation). For details, see [Activate On-Call Scheduling](https://www.servicenow.com/docs/access?context=t_ActivateOnCallScheduling&family=xanadu&ft:locale=en-US). Activating this plugin activates the following third-party libraries: * FullCalendar library * DHTMLX scheduler Note: The On-Call Scheduling (com.snc.on_call_rotation) plugin is active by default for zBoot customers. | | Yokohama | Activation information : On-Call Scheduling is available with activation of the ServiceNow AI Platform On-Call Scheduling plugin (com.snc.on_call_rotation). For details, see [Activate On-Call Scheduling](https://www.servicenow.com/docs/access?context=t_ActivateOnCallScheduling&family=yokohama&ft:locale=en-US). Activating this plugin activates the following third-party libraries: * FullCalendar library * DHTMLX scheduler Note: The On-Call Scheduling (com.snc.on_call_rotation) plugin is active by default for zBoot customers. | | Zurich | Activation information : On-Call Scheduling is available with activation of the ServiceNow AI Platform On-Call Scheduling plugin (com.snc.on_call_rotation). For details, see [Activate On-Call Scheduling](https://www.servicenow.com/docs/access?context=t_ActivateOnCallScheduling&family=zurich&ft:locale=en-US). Activating this plugin activates the following third-party libraries: * FullCalendar library * DHTMLX scheduler Note: The On-Call Scheduling (com.snc.on_call_rotation) plugin is active by default for zBoot customers. | | Australia | Activation information : On-Call Scheduling is available with activation of the ServiceNow AI Platform On-Call Scheduling plugin (com.snc.on_call_rotation). For details, see [Activate On-Call Scheduling](https://www.servicenow.com/docs/access?context=t_ActivateOnCallScheduling&family=australia&ft:locale=en-US). Activating this plugin activates the following third-party libraries: * FullCalendar library * DHTMLX scheduler Note: The On-Call Scheduling (com.snc.on_call_rotation) plugin is active by default for zBoot customers. | [ ] ## Additional requirements If any additional requirements were introduced or changed for On-Call Scheduling we have noted them here. {#dfrn3-oncallscheduling-summary__entry__62} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for On-Call Scheduling we have noted them here. {#dfrn3-oncallscheduling-summary__entry__72} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for On-Call Scheduling, such as specific requirements or compliance levels. {#dfrn3-oncallscheduling-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Accessibility information : Dark theme : The new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability. | | Australia | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for On-Call Scheduling we have noted them here. {#dfrn3-oncallscheduling-summary__entry__92} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for On-Call Scheduling we have noted them here. {#dfrn3-oncallscheduling-summary__entry__102} | Release | Release notes | |-|-| | Xanadu | * Reduce and resolve gaps in on-call shifts more efficiently with the new 2024 schedule engine. * Reduce the time required to add, remove, or move members from a shift more efficiently. * Confirm member continuity with the new schedule engine. See [On-Call Scheduling](https://www.servicenow.com/docs/access?context=c_OnCallScheduling&family=xanadu&ft:locale=en-US) for more information. | | Yokohama | Control whether an on-call schedule or shift record link in all major on-call email notifications redirects you to Service Operations Workspace (SOW) or to the classic UI16 interface in On-Call Scheduling. See [On-Call Scheduling](https://www.servicenow.com/docs/access?context=c_OnCallScheduling&family=yokohama&ft:locale=en-US) for more information. | | Zurich | * Build on-call escalation notification configurable flows by using subflows that are available by default in new instances. * Add new custom providers as channels for on-call escalation notifications. * Configure the on-call notification message and response keywords to send the escalation notifications to the stakeholders. * Send the on-call escalations notifications to all the stakeholders when any of the configured record fields are modified. * Use Coral, which is the new default theme for Next Experience and Core UI. See [On-Call Scheduling](https://www.servicenow.com/docs/access?context=c_OnCallScheduling&family=zurich&ft:locale=en-US) for more information. | | Australia | * Configure on-call schedule features using granular roles. * Configure a monthly roster rotation for an on-call schedule to simplify shift management. See [On-Call Scheduling](https://www.servicenow.com/docs/access?context=c_OnCallScheduling&family=australia&ft:locale=en-US) for more information. | [ ]