--- 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 --- # On-Call Scheduling workflows # On-Call Scheduling workflows {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 On-Call Scheduling workflows On-Call Scheduling workflows in ServiceNow automate the management and escalation of on-call tasks based on configured rosters, escalation policies, and user responses. These workflows handle notifications, task assignments, and escalation procedures to ensure timely incident response and communication with on-call personnel. Show full answer Show less ## Key Features * **On-Call: Assign by Acknowledgement** - Uses escalation settings including overlapping shifts and custom roster configurations to send notifications (SMS, voice, email, Microsoft Teams, or mobile push) requesting task acceptance. Respects roster time-off and escalates tasks until acknowledged. Requires trigger rules that override older business rules. * **Notification Handling** - Sends notifications based on forced communication channels if configured. If a preferred channel (e.g., SMS) is unavailable for a user, no fallback channel is used, and failed attempts are logged. Notifications continue until task acceptance or rejection. * **On-Call: Escalations by Email** - Sends email notifications following the escalation policy until acknowledgment is received. * **On-Call: Assign** - Directly assigns the task to the primary roster member currently on call. * **On-Call: Check Assignment Response** - Processes inbound SMS responses to assign tasks accordingly and updates notification records with the response. * **On-Call: Assign by Acknowledgement Voice** - Initiates voice calls to on-call users, assigning tasks based on voice responses and updating notification records. * **On-Call: Time-off approval** - Manages vacation or PTO requests by triggering approval workflows sent to managers. * **On-Call: Conference Call Escalation** - Coordinates escalation during conference calls by calling group members sequentially per escalation policy until someone joins. ## Practical Implications for ServiceNow Customers These workflows enable ServiceNow customers to automate and streamline on-call management, ensuring that incidents are promptly acknowledged and assigned according to defined escalation policies and roster availability. Customers benefit from flexible notification channels, respect for user time-offs, and detailed logging of communication attempts, improving operational efficiency and incident response effectiveness. To implement these workflows effectively, customers should configure trigger rules appropriately, deactivate legacy business rules if applicable, and ensure notification channels and roster settings are correctly maintained. The integration with Notify enhances communication options and escalation reliability. Workflows perform On-Call Scheduling operations. ## Workflows installed with On-Call Scheduling {#workflows-oncall__section_q1b_vw5_mlb} On-Call: Assign by Acknowledgement : The workflow uses data from escalation settings, including overlapping shifts and custom escalation settings for shifts and rosters. Depending on the settings, the workflow moves through the escalation path and sends notifications by SMS, voice, or email that ask users to accept a task. To send notifications, a trigger rule is required. Trigger rules supersede some On-Call business rules in earlier releases. To define a trigger rule, you must deactivate business rules that you customized in earlier releases. The workflow 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 setting Force communication channel 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 workflow 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. Note: This workflow internally launches the On-Call: Assign by Acknowledgement per Rota workflow. On-Call: Escalations by Email : * Until acknowledged, sends on-call email notifications to escalatees 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. On-Call: Assign : Assigns the task to the current primary roster member. 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. 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. On-Call: Time-off approval : * Triggered when vacation time off (PTO) is requested by a user. * Sends approval requests to appropriate managers. 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 {#workflows-oncall__ul_tqh_r33_zlb} * **[Workflow Activities for On-Call Scheduling](https://www.servicenow.com/docs/TDiNQ8GqChFNc4raKz2fmw)** Workflow activities in On-Call Scheduling workflows.