--- sourceDocument: Australia IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/it-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # Exploring On-Call Scheduling # Exploring On-Call Scheduling {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 Exploring On-Call Scheduling The On-Call Scheduling application in ServiceNow Australia release streamlines the management and assignment of support team members to tasks through automated rotation across duty rosters. It helps incident managers quickly identify and assign the right personnel to resolve issues, reducing administrative overhead for resource managers. This capability supports process owners and support managers in improving collaboration and reducing mean time to resolve (MTTR) by simplifying shift scheduling, escalation, and coverage management. Show full answer Show less ## Workflow * Shift administrators create shift and group templates, assign roles, and configure escalation trigger rules. * Shift managers create and manage shifts, add or remove members, and design escalation processes. * Roster members access on-call schedules, set availability and contact preferences, submit time-off requests, and coordinate coverage. * Shift managers review schedules, approve time-off, manage coverage gaps, and monitor escalations. * Roster members receive escalation notifications and reminders to acknowledge tasks. * Shift managers analyze escalation, group, and performance reports to assess team effectiveness. ## Key Features and Benefits * **Flexible Calendar Views:** Users can view and select shifts in daily, weekly, or monthly formats and set preferred start days. * **Customizable Escalation Policies:** Create escalation trigger rules using templates to tailor escalation paths to organizational needs. * **Multiple Notification Channels:** Support for Slack, Microsoft Teams, mobile push, SMS, and voice messages for on-call notifications. * **Availability and Contact Preferences:** Users can configure how and when they prefer to be contacted. * **Robust Reporting:** Generate escalation, shift, and performance reports, with premium dashboards providing advanced insights. * **Mobile App Support:** Manage schedules, requests, and notifications on the go via the On-Call Scheduling mobile app. * **UI16 Module Link Redirection:** Seamless navigation from classic UI16 modules to Service Operations Workspace for enhanced user experience. ## Role-Based Actions The application offers tailored functionalities based on user roles: * **Roster Members:** Manage availability, view schedules, submit time-off, and receive notifications. * **Shift Managers:** Oversee shifts, approve requests, fill coverage gaps, and monitor escalations and team performance. * **Shift Administrators:** Configure roles, shifts, escalation rules, and templates. ## Technical Enhancements * **New On-Call Schedule Engine:** Provides improved capabilities and user experience for managing schedules. * **New Trigger Engine:** Utilizes the Flow Runner queue instead of the event queue to launch on-call subflows, resulting in faster alerting of on-call members and improved performance. The On-Call Scheduling application helps you ensure that dedicated support team members are available to resolve issues as they arise. Learn more about On-Call Scheduling and the benefits it can provide for the different user roles in your organization. ## On-Call Scheduling overview {#exploring-on-call-scheduling__section_uxt_h3r_fyb} On-Call Scheduling provides a way to determine which member of a user group is available to work on a task. On-Call Scheduling finds the right person to assign an incident to, by rotation through a hierarchy of duty rosters. The automated process relieves the administrative burden on resource managers and makes it easy for the incident managers to bring the right resources to the table when needed. On-Call Scheduling can be used by process owners and support managers who want to collaborate more effectively. On-Call Scheduling simplifies the manual shift maintenance and administration efforts while improving the mean time to resolve (MTTR) efficiencies. ## On-Call Scheduling workflow {#exploring-on-call-scheduling__section_vk4_5rb_syb} The various members of an organisation use On-Call Scheduling to work together. See a sample end-to-end workflow: 1. Shift admin creates shift and group templates. 2. Shift admin assigns role and configures escalation trigger rules. 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. {#exploring-on-call-scheduling__ol_unf_csb_syb} ## On-Call Scheduling benefits {#exploring-on-call-scheduling__section_yxt_h3r_fyb} {#exploring-on-call-scheduling__table_zxt_h3r_fyb__entry__3} | Benefit | Feature | Users | |-|-|-| | Use the calendar to view or select a shift. You can set a day, week, or month view as your preference. The calendar also allows you to set your preferred start day of the week. | [View my On-Call calendar on my calendar app](https://www.servicenow.com/docs/awUyZ39iwwVw7RBwKdPz~Q "You can subscribe to your On-Call calendar using your personal calendar client.") | itil, rota_manager | | 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. | [Designing an escalation process](https://www.servicenow.com/docs/ietRWitDFunvIktFOp7w8g "To design an escalation process for a task, you define a trigger rule and configure one or more escalation policies.") | itil, rota_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. | [Configure my availability and contact preferences](https://www.servicenow.com/docs/A9iSwRRZu5lgHCesNiceBg "You specify your availability and the methods to use to contact you for On-Call escalations. The instance notifies you if an admin overrides your settings for some reason.") | itil, rota_manager, rota_admin, admin | | Generate escalation reports, shift reports, and performance reports. | [Viewing On-Call Scheduling reports](https://www.servicenow.com/docs/4RH~0pCYWEXITa9vrb3FZw "Generate escalation and schedule reports. You can also view performance report.") | itil, rota_manager, rota_admin | | Access the performance reports that are available for premium dashboard users. | [Legacy: Viewing the Performance reports for escalations](https://www.servicenow.com/docs/K5W~2ZJC2eFS3eUSkSfNPQ "The Performance reports enable detailed review of how well escalations are being processed. You have precise control of the data that describes escalation progress using filters like group, priority, level, or escalation category.") | premium dashboard user | | Download and use the Mobile agent to perform all these activities on the go. | [Getting started with the On-Call Scheduling mobile app](https://www.servicenow.com/docs/GAkTdlDwsyK07TLA~n_15w "Use the ServiceNow Agent mobile app to access the On-Call Scheduling mobile application. Then log in to an instance and work on your schedules.") | itil, rota_manager | [ ] {#exploring-on-call-scheduling__table_zxt_h3r_fyb} ## Redirection of UI16 module links to Service Operations Workspace {#exploring-on-call-scheduling__section_mz2_jyz_m3c} If the UI16 module link redirection feature is enabled in Service Operations Workspace (SOW) and the On-Call Scheduling module supports the redirect configuration, navigating through UI16 paths automatically redirects you to the equivalent list or record pages in SOW instead of displaying the UI16 forms or lists. For more information, see [Redirect UI16 module links to Service Operations Workspace](https://www.servicenow.com/docs/vL8HZs36~TCAlAHAiJ5i~w "Redirect classic UI16 module navigation links to the equivalent Service Operations Workspace (SOW) experience."). Note: For new instances, this redirection configuration is automatically available in the base system. For upgrade instances, administrators can configure the redirection behavior from the SOW Admin Center. * **[On-Call Scheduling actions by role](https://www.servicenow.com/docs/NUAp_EzbpEHNEpIEMFMjMw)** On-Call Scheduling provides role-based capabilities for members, shift managers, and shift administrators to manage on-call schedules, time-off requests, and escalations.On-Call Scheduling can be used by the various user roles. * **[On-Call Scheduling new schedule engine](https://www.servicenow.com/docs/J3akJ5m0mb63bg5EOUm8wQ)** Introducing the new On-call schedule engine with enhanced capabilities and user experience. * **[On-Call Scheduling new trigger engine](https://www.servicenow.com/docs/JjrdSgYjjRxpvNsI_W75mQ)** On-Call Scheduling new trigger engine enables the on-call subflows to get launched via the flow runner queue instead of the event queue. Launching via the flow runner queue improves the on-call performance and helps to alert the on-call members faster than launching via event queue.