---
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


---

# Configuring On-Call Scheduling in Service Operations Workspace

# Configuring On-Call Scheduling in Service Operations Workspace {#ariaid-title1}

Release version: Brazil  
Updated August 24, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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.
{#configuring-oncall-scheduling-sow__ul_kkc_t5s_dgc}

As an alternative to configuring shifts, members, and policies one team at a time, use the On-call Onboarding wizard to onboard multiple teams at once. This wizard is visible only to users with the
rota_admin role, and you can access it from the Teams page. For more information, see [Create on-call schedules for multiple groups](https://www.servicenow.com/docs/xVv5QENYp5ZGPubbd5EY0Q "Use the on-call onboarding utility to create schedules for many groups at once instead of configuring each group individually. The On-Call Onboarding wizard helps you create on-call schedules for multiple teams by mapping shift templates, uploading a roster spreadsheet, and optionally configuring escalation policies.").
* **[Create on-call schedules for multiple groups](https://www.servicenow.com/docs/xVv5QENYp5ZGPubbd5EY0Q)**   
  Use the on-call onboarding utility to create schedules for many groups at once instead of configuring each group individually. The On-Call Onboarding wizard helps you create on-call schedules for multiple teams by mapping shift templates, uploading a roster spreadsheet, and optionally configuring escalation policies.
* **[Create and edit shift in Service Operations Workspace](https://www.servicenow.com/docs/se4VH0rYBvinqvdefH~3bg)**   
  Shift manager can create a new shift using the Schedule menu or Teams menu in Service Operations Workspace
* **[Create notification preference rule](https://www.servicenow.com/docs/8JC8ZJTWZIOjRhlwJAJABQ)**   
  Define your preferred notification methods and delivery channels for receiving alerts whenever an escalation ticket is raised.
* **[Escalation triggers and policies](https://www.servicenow.com/docs/V9VT820CgoVNmNu2f8cj~g)**   
  Configure the user, notification and on-call escalation preferences by creating escalation trigger rules and policies.