--- sourceDocument: australia Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/australia/delta-yokohama-australia Release : - australia ft:locale : - en-US ft:publication_title : - australia Combined Product Files ft:clusterId : - delta3ay bundleId : - delta3ay --- # Combined On-Call Scheduling release notes for upgrades from Yokohama to Australia # Combined On-Call Scheduling release notes for upgrades from Yokohama to Australia {#ariaid-title1} Release version: Australia Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 7 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 Yokohama to Australia This consolidated guide assists ServiceNow customers in preparing for upgrades of the On-Call Scheduling feature from Yokohama through Zurich to Australia releases. It details important changes, new features, activation steps, and configuration enhancements relevant to the upgrade process, ensuring seamless transition and improved on-call management capabilities. Show full answer Show less ## Key Features * **Transition to Subflows (Zurich):** On-Call Scheduling now uses subflows instead of legacy workflows. For new instances from Zurich onward, all custom on-call scheduling flows must be maintained and modified via Workflow Studio using subflows, enabling more flexible and modern flow designs. * **Custom On-Call Notification Channels (Zurich):** Add and configure custom communication service providers as notification channels through the `oncallcommunicationchannelconfig` table, enhancing communication flexibility. * **Customizable Notification Messages and Keywords (Zurich):** Tailor on-call notification messages and response keywords according to organizational preferences using configuration tables. * **Trigger Rules Enhancements (Zurich):** Configure escalation notifications to trigger on changes to specific record fields (e.g., incident priority), and apply trigger rules globally or at group/team levels, including scenarios with auto-populated assignment groups. * **Bulk On-Call Schedule Setup Wizard (Zurich \& Australia):** Admins with the `rotaadmin` role can onboard multiple teams into on-call rotations in a single guided workflow accessible via Service Operations Workspace (SOW), streamlining team setup. * **Monthly Roster Rotation (Australia):** Simplify shift management by configuring monthly roster rotations available for the 2024 schedule engine. * **Granular Role for On-Call Scheduling (Australia):** Use the specific `snoncalladmin` role, which includes read and write trigger table configuration roles, to manage on-call schedule features securely and with fine-grained permissions. ## Key Changes * **Email Notification Link Behavior:** Control whether links in major on-call schedule email notifications open in the classic UI16 interface or in SOW. This behavior is controlled via properties `sowemailnotificationredirect` and `sowemailnotificationredirect.oncall`, requires the `snsowuser` role, and depends on the automatic activation of the ITSM Notifications Redirection plugin. * **Coral Theme (Zurich):** The new default theme for portals, web, and mobile experiences is Coral, offering a brand-neutral look and including a dark theme option to improve readability and reduce eye strain. * **Performance Improvements (Zurich):** On-call notifications now send simultaneously across multiple channels and process high-priority subflows faster via the Flow runner queue, especially under concurrent triggers. Reminder notifications continue during instance upgrades. * **Enhanced On-Call Trigger Rules:** Trigger rules can now execute specific subflows, providing more dynamic and customizable escalation behavior. ## Activation Information On-Call Scheduling is activated via the ServiceNow AI Platform On-Call Scheduling plugin (`com.snc.oncallrotation`) across Yokohama, Zurich, and Australia releases. Activation includes third-party libraries such as FullCalendar and DHTMLX scheduler. The plugin is active by default for zBoot customers, simplifying initial setup. ## Accessibility and Localization The Coral theme introduced in Zurich includes a dark mode option to enhance accessibility on web and mobile platforms. There are no changes to localization or additional accessibility requirements noted for Australia. ## Practical Implications for ServiceNow Customers * Prepare for the architectural shift from workflows to subflows starting with Zurich, updating custom flows accordingly for new instances. * Leverage new communication channels and customizable notification contents to better fit organizational communication strategies. * Use the bulk onboarding wizard to efficiently configure on-call schedules for multiple teams, saving administrative time. * Adopt the monthly roster rotation feature to simplify and automate shift planning. * Manage permissions effectively with the new granular admin role to enhance security and control. * Configure email notification link behavior to align with user preferences for UI experience. * Benefit from improved UI theming and performance enhancements for better user engagement and operational efficiency. Consolidated page of all release notes for On-Call Scheduling from Yokohama 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 Yokohama 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 | |-|-| | 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__10} | Release | Release notes | |-|-| | 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__18} | Release | Release notes | |-|-| | 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__26} | Release | Release notes | |-|-| | 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__34} | Release | Release notes | |-|-| | 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__42} | Release | Release notes | |-|-| | 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__50} | Release | Release notes | |-|-| | 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__58} | Release | Release notes | |-|-| | 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__66} | Release | Release notes | |-|-| | 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__74} | Release | Release notes | |-|-| | 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__82} | Release | Release notes | |-|-| | 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. | [ ]