--- sourceDocument: Australia IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/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 streamlines the process of assigning dedicated support team members to incidents, ensuring quick issue resolution. It automates the assignment process through a hierarchy of duty rosters, reducing administrative workload for resource managers and aiding incident managers in resource allocation. This tool is particularly beneficial for process owners and support managers looking to enhance collaboration and improve mean time to resolve (MTTR) efficiencies. Show full answer Show less ## Key Features * **Shift Management:** Shift admins create templates, assign roles, and configure escalation rules. Shift managers oversee shifts, manage member participation, and handle time-off requests. * **Roster Member Interaction:** Roster members can view schedules, specify availability, submit time-off requests, and receive notifications about on-call tasks. * **Customizable Escalation Policies:** Users can create tailored escalation trigger rules based on their specific needs. * **Multi-channel Notifications:** Notifications can be received via various channels, including Slack, Microsoft Teams, SMS, and voice messages, allowing flexibility in communication preferences. * **Reporting Capabilities:** Users can generate escalation, shift, and performance reports to monitor effectiveness and team performance. * **Mobile Access:** The On-Call Scheduling mobile app allows users to manage schedules and notifications on the go. * **UI Redirection:** For new instances, the UI16 module links are automatically redirected to the Service Operations Workspace, enhancing navigation and user experience. * **New Schedule and Trigger Engines:** The updated schedule engine improves user experience, while the new trigger engine enhances performance by using the flow runner queue for faster alerts. ## Key Outcomes By utilizing On-Call Scheduling, organizations can expect improved efficiency in incident resolution, reduced administrative tasks, and enhanced team collaboration. The ability to customize escalation policies and access real-time reports also empowers users to manage on-call responsibilities effectively, ultimately leading to better service delivery and customer satisfaction. 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 capabilities](https://www.servicenow.com/docs/NUAp_EzbpEHNEpIEMFMjMw)** The key features and capabilities of 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.