Configuring On-Call Scheduling in Service Operations Workspace

Configure On-Call Scheduling in Service Operations Workspace (SOW) for their organizational needs, utilizing a suite of features to fulfill the various requirements.

You must configure the following On-Call Scheduling features in SOW to schedule and manage your work shifts:

• Create a on-call shift form.
• Create or edit on-call shift.
• Add on-call members to the shift.
• Configure On-call notification preference rules.
• Configure On-call team notification preferences.
• Configure communication, notification and delivery channels.
• Creating absences with proposed coverage and managing the requests.
• Create escalation trigger rules, levels and policies.

• Create new form
  Use the Create new form to create an on-call shift in Service Operations Workspace. If you select the Create new option on the Schedules page, provide the following field details.
• Create and edit shift in Service Operations Workspace
  Shift manager can create a new shift using the Schedule menu or Teams menu in Service Operations Workspace
• Create notification preference rule
  Define your preferred notification methods and delivery channels for receiving alerts whenever an escalation ticket is raised.
• Escalation triggers and policies
  Configure the user, notification and on-call escalation preferences by creating escalation trigger rules and policies.