--- sourceDocument: brazil Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/delta-zurich-brazil Release : - brazil ft:locale : - en-US ft:publication_title : - brazil Combined Product Files ft:clusterId : - delta3bz bundleId : - delta3bz --- # Combined On-Call Scheduling release notes for upgrades from Zurich to Brazil # Combined On-Call Scheduling release notes for upgrades from Zurich to Brazil {#ariaid-title1} Release version: Brazil 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 Zurich to Brazil This consolidated guide assists ServiceNow customers preparing to upgrade their On-Call Scheduling from the Zurich to Brazil release. It outlines essential new features, changes, activation instructions, and important upgrade considerations across the Zurich, Australia, and Brazil releases. The document emphasizes transitioning from legacy workflows to subflows starting in Zurich and highlights enhancements that improve communication, schedule management, and notification tracking. Show full answer Show less ## Key Features * **Subflow Transition:** From Zurich onward, On-Call Scheduling uses subflows instead of legacy workflows. Existing Zurich users can maintain workflows, but new instances require subflow-based custom flows configured in Workflow Studio. * **Custom Notification Channels (Zurich):** Add and configure new service providers as notification channels through the **On-call communication channel configuration** table, enabling more flexible communication options. * **Customizable Notification Messages:** Tailor on-call notification messages and response keywords to fit organizational preferences, enhancing user engagement. * **Trigger Rules Enhancements:** Configure escalation notifications to trigger on specific record field changes (e.g., priority updates) and apply rules globally or at group/team levels, even when assignment groups auto-populate. * **Bulk On-Call Schedule Setup Wizard (Zurich and Australia):** Admins with the **rotaadmin** role can onboard multiple teams simultaneously via a guided flow accessible in the Service Operations Workspace, streamlining team onboarding. * **Monthly Roster Rotation (Australia):** Simplify shift management by configuring monthly roster rotations using the 2024 schedule engine. * **Granular Administration Role (Australia):** The **snoncalladmin** role provides fine-grained control over on-call schedule features, including trigger table read/write permissions. * **Delivery Status Tracking (Brazil):** Track escalation notification delivery status across all supported channels from dispatch to acknowledgment, including failure reasons per contact mode, improving visibility and reliability. ## Key Changes * **Coral Theme (Zurich):** The new default theme for portals and mobile/web experiences offers a fresh, brand-neutral look with an optional dark mode to enhance readability and reduce eye strain. * **Performance Improvements (Zurich):** Notifications can be sent concurrently to multiple channels; subflows marked high priority are processed faster via the Flow runner queue, improving responsiveness under heavy load. * **Enhanced Trigger Rules (Zurich):** Trigger rules now support executing subflows directly, offering more flexible and efficient workflow automation. * **On-Call Read Role (Brazil):** The **ocread** role grants read-only access to rotations, rosters, schedules, escalations, communication channel configurations, reports, and dashboards, facilitating controlled visibility. * **Escalation Logging Enabled by Default (Brazil):** The property controlling escalation logging is enabled by default, ensuring auditability of on-call escalations post-upgrade. ## Activation and Requirements * **Plugin Activation:** On-Call Scheduling is activated via the **ServiceNow AI Platform On-Call Scheduling plugin (com.snc.oncallrotation)** across all releases from Zurich to Brazil. This activation also includes third-party libraries like FullCalendar and DHTMLX scheduler. * **Default Activation for zBoot Customers:** The plugin is active by default for zBoot customers, simplifying initial setup. * **No Additional Browser or Localization Changes:** There are no updates to browser requirements or localization considerations for On-Call Scheduling in these releases. ## Important Upgrade Considerations * **Workflow to Subflow Migration:** Customers upgrading from Zurich onwards must transition custom workflows to subflows to maintain support and leverage new features. * **Pre- and Post-Upgrade Tasks:** Review and complete specified tasks to ensure a smooth upgrade, especially regarding the adoption of subflows and notification channel configurations. ## Customer Benefits * Improved flexibility and control over on-call schedules and notifications through customizable messages, multiple notification channels, and enhanced trigger rules. * Streamlined administration with bulk onboarding capabilities and granular role assignments. * Enhanced user experience with the modern Coral theme and optional dark mode for reduced eye strain. * Better operational visibility via delivery status tracking and escalation logging, enabling faster incident response and improved audit trails. * Consistent plugin activation across releases ensures a standardized setup process and integration with key scheduling libraries. Consolidated page of all release notes for On-Call Scheduling from Zurich 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 Zurich 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 | |-|-| | 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__10} | Release | Release notes | |-|-| | 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__18} | Release | Release notes | |-|-| | 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__26} | Release | Release notes | |-|-| | 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__34} | Release | Release notes | |-|-| | 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__42} | Release | Release notes | |-|-| | 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__50} | Release | Release notes | |-|-| | 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__58} | Release | Release notes | |-|-| | 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__66} | Release | Release notes | |-|-| | 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__74} | Release | Release notes | |-|-| | 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__82} | Release | Release notes | |-|-| | 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. | [ ]