--- sourceDocument: brazil Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/delta-yokohama-brazil Release : - brazil ft:locale : - en-US ft:publication_title : - brazil Combined Product Files ft:clusterId : - delta3by bundleId : - delta3by --- # Combined On-Call Scheduling release notes for upgrades from Yokohama to Brazil # Combined On-Call Scheduling release notes for upgrades from Yokohama to Brazil {#ariaid-title1} Release version: Brazil 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 Yokohama to Brazil This consolidated guide assists ServiceNow customers in preparing for upgrading On-Call Scheduling from the Yokohama release through to Brazil. It highlights new features, changes, upgrade prerequisites, activation steps, and critical enhancements introduced across these releases, focusing on improving scheduling flexibility, notification capabilities, and user experience. Show full answer Show less ## Key Features * **Transition to Subflows (Zurich onwards):** On-Call Scheduling now uses subflows instead of legacy workflows for creating and managing on-call flows, enhancing customization and maintenance in Workflow Studio. * **Custom Notification Channels (Zurich):** Configure additional service providers as notification channels through the On-call communication channel configuration, allowing more flexible communication options. * **Customizable Notification Messages and Keywords (Zurich):** Tailor on-call notification messages and keywords to better fit organizational communication preferences. * **Trigger Rules Enhancements (Zurich):** Escalation notifications can be triggered by specific record field changes, with support for group-level, team-level, and global trigger rules. * **Bulk On-Call Schedule Setup Wizard (Zurich and Australia):** Admins with the rotaadmin role can onboard multiple teams onto on-call rotations simultaneously using a guided flow in Service Operations Workspace, streamlining large-scale scheduling setups. * **Monthly Roster Rotation (Australia):** Simplify shift management by configuring monthly roster rotations, available with the 2024 schedule engine. * **Granular Role for Scheduling Administration (Australia):** The snoncalladmin role provides fine-grained permissions to manage on-call schedule features. * **Delivery Status Tracking (Brazil):** Track the delivery status of on-call escalation notifications across all supported channels, including failure reasons per contact mode, to ensure notification reliability. * **Coral Theme and Accessibility (Zurich):** Coral is the new default theme for portals and mobile with Next Experience or Core UI, including a dark mode option to improve readability and reduce eye strain. ## Key Changes * **Email Link Redirection:** Email notifications now support configurable redirection of on-call schedule or shift record links to either Service Operations Workspace or classic UI16, controlled by system properties and user roles. * **Performance Improvements in Subflows (Zurich):** Notifications can be sent concurrently across multiple channels, with high-priority flows processed faster via Flow runner queues, enhancing responsiveness during peak events. * **Enhanced On-Call Trigger Rules:** Trigger rules can now initiate specific subflows, providing greater control over escalation processes. * **Escalation Logging Enabled by Default (Brazil):** On-call escalations are logged by default post-upgrade, improving audit and tracking capabilities. * **On-Call Read Role (Brazil):** The ocread role grants read-only access to rotations, schedules, escalations, communication channels, reports, and dashboards for better access control. ## Upgrade and Activation Guidance * Review pre- and post-upgrade tasks carefully, especially the migration from workflows to subflows starting with Zurich releases. * Activate On-Call Scheduling by enabling the ServiceNow AI Platform On-Call Scheduling plugin (com.snc.oncallrotation), which also activates necessary third-party libraries such as FullCalendar and DHTMLX scheduler. * Note that this plugin is active by default for zBoot customers across all release families. ## Additional Notes * No features or functionality were removed or deprecated between Yokohama and Brazil releases. * No changes to browser requirements or localization were introduced. * The Coral theme's dark mode supports accessibility best practices for improved user comfort. ## Practical Benefits for ServiceNow Customers By upgrading to Brazil from Yokohama, customers can expect enhanced flexibility in managing on-call schedules with bulk onboarding, customizable notifications, and improved escalation tracking. The move to subflows modernizes workflow management, making it easier to maintain and extend. The introduction of delivery status tracking and escalation logging ensures higher reliability and visibility into notifications. The improved UI experience with Coral theme and configurable email redirection enhances usability for responders. These improvements collectively support faster incident responses and better on-call management efficiency. Consolidated page of all release notes for On-Call Scheduling from Yokohama to Brazil. ## 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 Brazil. 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 Brazil Before you upgrade to Brazil, 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. | | Brazil | No updates for this release. | [ ] ## New features Between your current release family and Brazil, new features were introduced for On-Call Scheduling. {#dfrn3-oncallscheduling-summary__entry__12} | 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). | | Brazil | [Delivery status tracking for On-Call Scheduling notifications](https://www.servicenow.com/docs/access?context=delivery-status-tracking-oncall&family=brazil&ft:locale=en-US) : Track on-call escalation notification delivery status from dispatch through acknowledgment across all supported channels. View failure reasons for each contact mode when notifications fail to reach recipients. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing On-Call Scheduling features. {#dfrn3-oncallscheduling-summary__entry__22} | 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. | | Brazil | [On-Call read role coverage for on-call read access](https://www.servicenow.com/docs/access?context=roles-assigning-oncall&family=brazil&ft:locale=en-US) : The On-Call read \[oc_read\] role grants read-only access to On-Call Scheduling rotations, rosters, schedules, escalations, communication channel configuration, and reports, and dashboards. [Escalation logging is true by default](https://www.servicenow.com/docs/access?context=on-call-properties&family=brazil&ft:locale=en-US) : The `com.snc.on_call_rotation.log_escalations` property, which controls whether on-call escalations are logged, is enabled by default. After upgrade, the existing value on this property remains unaffacted. | [ ] ## Removed Between your current release family and Brazil, some On-Call Scheduling features or functionality were removed. {#dfrn3-oncallscheduling-summary__entry__32} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Deprecations Between your current release family and Brazil, some On-Call Scheduling features or functionality were deprecated. {#dfrn3-oncallscheduling-summary__entry__42} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Activation information Review information on how to activate On-Call Scheduling. {#dfrn3-oncallscheduling-summary__entry__52} | 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. | | Brazil | 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=brazil&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 | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | 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 | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | 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 | |-|-| | 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. | | Brazil | 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 | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | 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 | |-|-| | 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. | | Brazil | * Respond to incidents faster by ensuring a dedicated support team member always responds. Define on-call schedules, roster rotations, and escalation policies, and automatically escalate to the next responder until someone acknowledges. * Give every on-call responder one place to view their schedule, manage shifts, request time off, and track escalation status, from the desktop or the mobile app. * Ensure faster response times by reaching responders over the channels they already use and see the delivery status of every notification sent. See [On-Call Scheduling](https://www.servicenow.com/docs/access?context=c_OnCallScheduling&family=brazil&ft:locale=en-US) for more information. | [ ]