--- 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 --- # Subflows installed with On-Call Scheduling # Subflows installed with On-Call Scheduling {#ariaid-title1} Release version: Brazil Updated September 10, 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 Subflows installed with On-Call Scheduling Starting from the Zurich release, On-Call Scheduling uses subflows instead of deprecated workflows to manage on-call escalation notifications. These subflows provide configurable, multi-channel notification capabilities to automate task assignments and escalations based on roster and escalation settings. Show full answer Show less ## Key Features * **On-Call: Assign by Acknowledgement** -- Sends notifications via user-preferred channels (SMS, voice, email, Microsoft Teams, mobile push) to escalation path members until acknowledged. Respects roster time off and supports forced communication channels if Notify is installed. Logs communication details and handles multiple shifts by launching per-rota subflows. * **On-Call: Escalations by Email** -- Sends escalation notifications via email, logs communication, and manages catch-all users similarly to the Assign by Acknowledgement subflow. * **On-Call: Assign** -- Directly assigns tasks to the primary roster member without notifying by default; notification can be enabled. * **On-Call: Assign and Notify** -- Assigns tasks and notifies the primary roster member; ends if no member is available. * **On-Call: Check Assignment Response** -- Processes inbound SMS replies to assign tasks and update notification records accordingly. * **On-Call: Assign by Acknowledgement Voice** -- Uses outbound voice calls to assign tasks based on recipient response, updating notification records. * **On-Call: Time-off Approval** -- Manages approval requests for vacation or PTO by notifying the appropriate managers. * **On-Call: Conference Call Escalation** -- Initiates voice calls to escalate conference call participation sequentially through group members as per escalation policy. All notification channel preferences and logic, including primary and secondary channels and user preferences, are centralized in the **On-call Send Notifications** subflow, which is invoked to deliver notifications to on-call members or groups. ## Benefits for ServiceNow Customers * Enables flexible and reliable on-call task assignment and escalation using multiple communication channels. * Supports complex scheduling scenarios with overlapping shifts and respects time-off policies automatically. * Improves response tracking by logging communication attempts and outcomes. * Integrates with Notify plugin for enhanced communication control and channel enforcement. * Simplifies configuration by replacing workflows with modular, reusable subflows tailored to specific notification and assignment needs. Subflows are installed with On-Call Scheduling to support building on-call escalation notification configurable flows. Starting from the Zurich release, the following subflows are available instead of the workflows as the workflows are deprecated: On-Call: Assign by Acknowledgement : The subflow sends notifications to the members on the escalation path via channels configured in the user or shift preferences. Assignment occurs after the On-Call member acknowledges the notification.The subflow uses data from escalation settings, including overlapping shifts and custom escalation settings for shifts and rosters. Depending on the settings, the subflow moves through the escalation path and sends notifications by SMS, voice, or email that ask users to accept a task. On-call notifications are sent to multiple channels such as SMS or email simultaneously instead of sending it sequentially. The subflow respects time off as specified in rosters. Roster members with time off are not included in the escalation path and no notifications are sent to them. If Force communication channel is specified in the Escalation settings for rosters, the [Subscription-based notifications](https://www.servicenow.com/docs/access?context=c_SubscriptionBasedNotifications&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US) is used: SMS, email, voice, Microsoft Teams, or mobile push. If the preferred method is SMS and the on-call member does not have an SMS device defined, the user is not contacted even if the user has an email address. When forcing a communication channel on an escalation level does not succeed, no further communication attempts are made. The failed contact attempt is logged. The Force communication channel setting is available only if Notify is installed. * Until acknowledged, sends on-call notifications to escalatees based on the escalation policy and configured contact preference. * Logs escalation details for each communication. * Resumes the subflow immediately after rejection. * Catch-all users are treated like all other escalation users: A response is expected, and the incident might be assigned to them based on their response. {#subflows-installed-on-call-scheduling__ul_upr_sl1_zfc} Note: This subflow internally launches the On-Call: Assign by Acknowledgement per Rota subflow for each shift if multiple shifts are available at a time for a group. On-Call: Escalations by Email : * Until acknowledged, sends on-call escalation notifications via email to on-call members based on the escalation policy and configured email contact preferences. * Logs escalation details for each communication. * Catch-all users are treated like all other escalation users: A response is expected and the incident might be assigned to them based on their response. {#subflows-installed-on-call-scheduling__ul_vpr_sl1_zfc} Note: This subflow internally launches the On-Call: Escalation By Email per Rota subflow for each shift if multiple shifts are available at a time for a group. On-Call: Assign : Assigns the task directly to the current primary roster member. You can also enable the Notify to assignee check box to notify the member about the assignment. By default, the Notify to assignee check box is cleared for On-Call: Assign subflow. On-Call: Assign and Notify : Assigns the task directly to the current primary roster member and notifies the member about the assignment. If no member is available at the current time, the subflow ends. By default, the Notify to assignee check box is selected for On-Call: Assign and Notify subflow. On-Call: Check Assignment Response : * Triggered when an inbound SMS message is received. * Based on the response in the message, assigns the task to the roster member. * Updates the response in the corresponding notification record. {#subflows-installed-on-call-scheduling__ul_wpr_sl1_zfc} On-Call: Assign by Acknowledgement Voice : * Triggered when an outbound call is made from the on-call number to any user or device. * Based on the response to the voice call, assigns the task to the roster member. * Updates the response in the corresponding notification record. {#subflows-installed-on-call-scheduling__ul_xpr_sl1_zfc} On-Call: Time-off approval : * Triggered when vacation time off (PTO) is requested by a user. * Sends approval requests to appropriate managers. {#subflows-installed-on-call-scheduling__ul_ypr_sl1_zfc} On-Call: Conference Call Escalation : * Triggered when a conference call is initiated and a group is added to the call. * Makes a voice call to the first group member in the escalation policy. * If the member does not join the conference call, then escalates to next group member in the policy {#subflows-installed-on-call-scheduling__ul_tqh_r33_zlb} Note: All the flows and channel information related to notifications channels including the primary, secondary channel, user preferences are placed inside the On-call Send Notifications subflow. This subflow is invoked to send notifications to the on-call members or user groups.