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sourceDocument: Brazil IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

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    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Service Management

ft:clusterId :

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workflow :

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---

# On-call bulk roster template Excel file

# On-call bulk roster template Excel file {#ariaid-title1}

Release version: Brazil  
Updated August 21, 2026  
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## Summary of On-call bulk roster template Excel file

The On-call bulk roster template Excel file supports ServiceNow customers in efficiently creating on-call schedules for multiple groups.
Accessible via the On-call Onboarding wizard, this prefilled workbook contains one sheet per mapped group, each populated with shift template details.
This structure streamlines bulk roster creation and upload, enabling centralized management of on-call schedules.
Show full answer Show less  

## Workbook Structure and Usage

* **Group Sheets:** Each sheet corresponds to a mapped group and is named accordingly (with a 31-character limit). Sheets include shift, roster, rotation, and frequency details derived from the group's on-call template. Multiple regions per shift template are segmented within the sheet.
* **Group Members:** A list of active group members is provided to facilitate accurate member assignment.
* **Roster Details:** Users can update roster attributes including:
  * Roster Name: Only "Primary" or "Secondary" are supported.
  * Rotation Interval: Daily, Weekly, or Monthly.
  * Rotation Frequency: Positive integers defining rotation occurrence.
  * Day of Week: Applicable for weekly rotations.
  * Monthly Rotation Type and Start Day: Defines specific or last-day-of-month rotations.
  * Members: Assign group members to rosters by copying names from the group list.
* **Structural Boundary Row:** A mandatory, uneditable row marks the end of each roster's member list, critical for the upload parser to correctly interpret data.

## File Requirements and Upload Validation

* The workbook must be in .xlsx or .xls format and respect the system's attachment size limits to avoid upload errors.
* During upload, the wizard validates the file, identifying errors and warnings with clear messages and guidance.

## Common Upload Errors and Fixes

* **No groups detected:** Ensure the workbook contains group sheets by downloading a fresh template.
* **Missing or duplicate group names:** Maintain prefilled group names without clearing and avoid duplicate sheets for the same group.
* **Shift-related issues:** Keep at least one shift block per group sheet; do not alter prefilled shift names.
* **Roster issues:** Maintain at least one Primary or Secondary roster per shift; avoid duplicate roster names.
* **Member entries:** Use exact member names from the active group list; avoid placeholders; resolve duplicate or ambiguous names by using usernames.

## Common Upload Warnings and Resolutions

* Fill in missing rotation intervals, days, or monthly rotation types to avoid default assignments.
* Ensure rosters have assigned members to prevent empty schedules.
* Check for duplicate members or members not currently active in the group to maintain schedule accuracy.

## Practical Benefits for ServiceNow Customers

This bulk roster template simplifies on-call schedule creation across multiple groups, reducing manual errors and ensuring consistency with predefined templates. By following the outlined structure and validation guidelines, customers can confidently upload comprehensive on-call rosters that integrate seamlessly into ServiceNow's scheduling system, improving operational readiness and support coverage.  
The roster template workbook contains one sheet per mapped group, prefilled with shift template details.
When you select Download template on the roster upload step of the On-call Onboarding wizard, the wizard generates the
roster_template.xlsx workbook. The wizard prefills each sheet with the shift template details for the group that you mapped in the wizard.{#oc-bulk-schedule-roster-template__oc-bulk-schedule-roster-template-overview-1}

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.").{#oc-bulk-schedule-roster-template__oc-bulk-schedule-roster-template-overview-2}
Figure 1. On-call roster template workbook {#oc-bulk-schedule-roster-template__table_tz3_vjp_jkc__entry__2}

| Component | Description |
|-|-|
| Group sheet | One sheet per group that you mapped in the wizard, named for that group. The group sheet is prefilled with details about the shift, roster, rotation, and frequency from the on-call template mapped to that group. If the shift template includes multiple regions, separate blocks appear for each region, such as APAC and EMEA. Sheet names cannot exceed 31 characters. If a group name is longer, the wizard shortens it and adds a number to keep duplicate names unique. The sheet name might not exactly match the group name. |
| Group Members | List of active group members. |
| Roster details | Update the roster and rotation details as needed. * Roster Name: Primary or Secondary. These are the only supported roster names. * Rotation Interval: The rotation interval of the shift: Daily, Weekly, or Monthly. * Rotation Every: Positive whole number that sets the rotation frequency of the shift. * Day of Week: The day when the shift rotates. Applies to Weekly rotation. * Monthly Rotation Type: When the monthly shift rotation happens: Specific Day or Last day of the month. Applies to Monthly rotation. * Start rotation on: When monthly rotation type is specific day, which day of the month the rotation happens. * Members: Group members assigned to the roster. Copy one member name per row from the Group Members list. {#oc-bulk-schedule-roster-template__ul_xrt_f3p_jkc} |
| --- DO NOT DELETE --- end of roster | Structural boundary row that marks the end of each roster's member list. The upload parser uses this row to determine where the member list ends. Important: Don't delete, modify, or type in this row. Deleting or altering this row breaks parsing for all roster data below it on that sheet. |
[Table 1. Workbook structure]

{#oc-bulk-schedule-roster-template__table_tz3_vjp_jkc}

## File requirements {#oc-bulk-schedule-roster-template__section_file_reqs}

The workbook must be an .xlsx or .xls file. The file cannot exceed the attachment limit set by the
com.glide.attachment.max_size system property. If the file exceeds this limit, the wizard displays an error and blocks the upload.{#oc-bulk-schedule-roster-template__oc-bulk-schedule-roster-template-file-reqs-1}

## Upload validation {#oc-bulk-schedule-roster-template__section_upload_validation}

When you upload the completed workbook, the wizard validates it and reports issues at two severity levels. After the upload passes validation, the wizard displays a
per-group preview of the resulting on-call configuration.{#oc-bulk-schedule-roster-template__oc-bulk-schedule-roster-template-upload-validation-1}

If validation flags an issue, refer to the following tables for the cause and resolution.{#oc-bulk-schedule-roster-template__oc-bulk-schedule-roster-template-upload-validation-2}
{#oc-bulk-schedule-roster-template__table_upload_errors__entry__3}

| Message | Cause | Fix |
|-|-|-|
| No groups detected | The workbook has no recognizable group sheets. | Re-download the template instead of removing all the sheets. |
| Group name is missing | The Group cell is empty. | Don't clear the pre-filled group name. |
| Duplicate group | Two sheets list the same group name. | Verify that each sheet's Group cell matches only its own group. |
| Unknown group | The group named in the Group cell wasn't selected in Team selection step of the wizard. | Go back to the wizard and add the group. |
| No shifts on a sheet | Every shift block was removed from a group's sheet. | Keep at least one shift block, even if its rosters are empty. |
| Shift name is missing | The Shift cell is empty. | Don't clear the pre-filled shift name. |
| Duplicate shift | The same shift name appears twice on one sheet. | Each shift should appear only once per group. |
| Shift name doesn't match the template | The Shift cell was edited to a name that isn't on the group's shift template. | Use the exact shift name the wizard pre-filled. The error message lists the shift names it expects. |
| No rosters on a shift | Both the Primary and Secondary roster blocks were removed. | Keep at least one roster block per shift. |
| Roster name is missing | The Roster Name cell is empty. | Don't clear the pre-filled Primary or Secondary label. |
| Duplicate roster | Two rosters under the same shift are both named Primary, or both Secondary. | Keep one of each. |
| Member row contains placeholder text | A label such as Members or Roster Name was left in a member row. | Replace it with a person's name, or leave the row empty. |
| Member not found | The name doesn't match any active user. | Check the spelling, or copy the exact name from the Group Members list. |
| Member name matches more than one user | Two or more active users share that display name. | Use the person's username instead. |
[Table 2. Upload errors]

{#oc-bulk-schedule-roster-template__table_upload_errors} {#oc-bulk-schedule-roster-template__table_upload_warnings__entry__3}

| Message | Cause | Fix |
|-|-|-|
| Rotation interval is missing | The wizard doesn't apply a default for this field. | Fill in Daily, Weekly, or Monthly. |
| Day of week is missing | Weekly rotation selected but Day of Week left empty. | The wizard defaults it to Monday. |
| Monthly rotation type is missing | Monthly rotation selected but Monthly Rotation Type left empty. | The wizard defaults it to Specific Day. |
| Start day of the month is missing | Specific Day selected but no start day provided. | The wizard defaults it to day 1. |
| Roster has no members | A roster (Primary or Secondary) has no member names under it. | That roster is created with nobody scheduled on it. |
| Duplicate member | The same name appears twice under one roster. | Remove the duplicate if it wasn't intentional. |
| Member not in the group | The person is added to the roster but isn't currently an active member of the group. | The person is still scheduled, but this usually signals a mismatch worth double-checking. |
[Table 3. Upload warnings]

{#oc-bulk-schedule-roster-template__table_upload_warnings}