---
sourceDocument: Brazil IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Managing schedules and shifts

# Managing schedules and shifts {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
You can configure and manage an On-call schedule and shift. Add or remove members to a shift and override their contact preferences.

you can configure roster, shift and on-call schedule details. Add or remove members to a shift and override their contact preferences.  
As a rota_manager or rota_admin you can perform most of these tasks for the members of your group.

* [Configure or update an On-Call shift](https://www.servicenow.com/docs/wQ305C7EJG2e5U7gTJ3opQ "You can add extra coverage, specify extra times for when a shift is active, and schedule time off.")
* [Configure or update an On-Call schedule](https://www.servicenow.com/docs/BRteSzbJMH88gL4~SNhhLQ "Create an On-Call schedule or edit an existing schedule by defining shifts and rosters.")
* [Managing roster members](https://www.servicenow.com/docs/_heUkzkwaStTZTnGHwk3UA "You can manage roster members by adding and removing users to or from the roster as needed. You can also modify the order number for a member without affecting the past shift schedule.")
* [Manage requests for time off](https://www.servicenow.com/docs/BLKSQcTZfryruIOykEoVIw "As a shift manager, you can review and approve time-off requests from shift members. You also specify the roster member who can cover for the time.")
* [Override contact preferences for a shift](https://www.servicenow.com/docs/X_hpZ19gtbSVv5nNjGuc6Q "Override all shift members' contact preferences to enforce a communication channel, for example, in case of an emergency.")
* [Configure preferences for a user group](https://www.servicenow.com/docs/rI8HnxOUviOliUHk5X~esA "Specify the On-Call preferences for a user group.")
* [Delegate the shift manager \[rota_admin\] role](TtV9YpMTUqNmGkw_uMI0MQ "As a shift manager, you can delegate your role to a member of shift.")
{#manage-schedules-and-shifts__ul_k4h_zl5_gyb}
* **[Enable users to subscribe to the On-Call calendar](https://www.servicenow.com/docs/X4ZfADbpp29wDHeo5KLbiA)**   
  Configure an On-Call calendar subscription URL and send it to the members of a shift. The URL is an iCal link that enables users to subscribe to their on-call calendar from their preferred calendar client.
* **[Configure preferences for a user group](https://www.servicenow.com/docs/rI8HnxOUviOliUHk5X~esA)**   
  Specify the On-Call preferences for a user group.
* **[Configure On-Call communication channel](https://www.servicenow.com/docs/YACvKgZ27~x4m3657UJ37A)**   
  Configure notification messages sent from a communication channel for on-call escalations. You can customize the notification content, the response keywords, table and the domain they apply, for a specific channel available in the base system such as Email and Microsoft Teams or a custom channel that is created.
* **[Override contact preferences for a shift](https://www.servicenow.com/docs/X_hpZ19gtbSVv5nNjGuc6Q)**   
  Override all shift members' contact preferences to enforce a communication channel, for example, in case of an emergency.
* **[Configure or update an On-Call shift](https://www.servicenow.com/docs/wQ305C7EJG2e5U7gTJ3opQ)**   
  You can add extra coverage, specify extra times for when a shift is active, and schedule time off.
* **[Configure or update an On-Call schedule](https://www.servicenow.com/docs/BRteSzbJMH88gL4~SNhhLQ)**   
  Create an On-Call schedule or edit an existing schedule by defining shifts and rosters.
* **[Set a shift to Draft mode while waiting for info](https://www.servicenow.com/docs/eLYCZVbFK99r5YPh_fDsEA)**   
  If you do not have all the information that you need to define a shift, you can set the shift to Draft mode. Later, when all the information is available, you can publish the shift so you can add it to a schedule.
* **[Delegate the shift manager \[rota_admin\] role](TtV9YpMTUqNmGkw_uMI0MQ)**   
  As a shift manager, you can delegate your role to a member of shift.