On-Call Scheduling workflows

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of On-Call Scheduling Workflows

    On-Call Scheduling workflows facilitate task assignments and notifications within on-call operations. These workflows utilize escalation settings, ensuring effective communication and task management based on predefined parameters such as overlapping shifts and time-off rosters.

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    Key Features

    • Task Assignment: Automatically assigns tasks to the primary roster member or other members based on escalation policies.
    • Notification Methods: Sends notifications via SMS, voice, email, Microsoft Teams, or mobile push based on user preferences and escalation settings.
    • Trigger Rules: Require deactivation of earlier customized business rules, allowing for streamlined notification processes.
    • Time-Off Consideration: Excludes roster members on time-off from the escalation path, preventing unnecessary notifications.
    • Logging Communication: Records details of each communication attempt for auditing and tracking purposes.
    • Catch-All Users: Treated like other escalation users, requiring their response for task assignment.

    Key Outcomes

    By implementing On-Call Scheduling workflows, ServiceNow customers can expect improved task management, reduced response times, and clear communication channels for on-call personnel. The system’s structured approach to notifications and escalations enhances operational efficiency and accountability.

    Workflows perform On-Call Scheduling operations.

    Workflows installed with On-Call Scheduling

    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 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