---
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


---

# On-Call Scheduling actions by role

# On-Call Scheduling actions by role {#ariaid-title1}

Release version: Australia  
Updated October 21, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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 supports the
members
of the roster (itil role),
shift
manager (rota_manager
role),
shift administrator (rota_admin role). Based on the user role, you can perform the following actions:

## ITIL role {#on-call-scheduling-capabilities__section_f1x_gxb_2yb}

* View your on-call schedules and see the other members of your shift.
* Submit a time-off request and refer another member of the group to cover your shift.
* Specify your availability and your preferred contact methods.
* View the roster and escalation details for a shift.
* Run schedule and escalation reports.
* Use the ITSM Mobile Agent for viewing schedules and requesting time off.
{#on-call-scheduling-capabilities__ul_zrs_hxb_2yb}

## rota_manager role {#on-call-scheduling-capabilities__section_cfd_2yb_2yb}

* View the on-call schedule including any gaps and time-off requests for your group.
* Approve or reject time-off requests. Approval requests are sent to the group manager of the requester's group.
* Review and manage gaps and conflicts.
* Provide, replace, or delete coverage and delete time-off requests.
* Create a shift and add or delete members to the shift.
* View escalation, group, and performance reports.
* Use the Mobile Agent for viewing the schedule of your groups and approving or rejecting time-off requests.
{#on-call-scheduling-capabilities__ul_jyr_q1c_2yb}

## rota_admin role {#on-call-scheduling-capabilities__section_h52_kbc_2yb}

* Set up Slack, Microsoft Teams, text and voice messages, as a contact method for an on-call escalation.
* Assign roles and configure escalation trigger rules.
* Create shift and group templates.
* Design the entire escalation process.
{#on-call-scheduling-capabilities__ul_rn5_nbc_2yb}