--- sourceDocument: Australia IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # On-Call Scheduling in Service Operations Workspace # On-Call Scheduling in Service Operations Workspace {#ariaid-title1} * Release version: Australia * * Updated March 12, 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 in Service Operations Workspace The On-Call Scheduling feature in Service Operations Workspace allows agents, Shift Managers, and On-call Admins to efficiently manage schedules and shifts. Agents can view their schedules, request absences, propose coverage, and set notification preferences. Shift Managers and On-call Admins can manage shifts and resolve scheduling conflicts while overseeing notification settings and escalation policies for their teams. Show full answer Show less ## Key Features * **Schedules Management:** Access schedules through the Schedules menu, displaying shifts in a customizable calendar or timeline view. * **Notification Preferences:** Define preferred methods and rules for receiving escalation alerts. * **Teams Management:** View and manage team schedules, define escalation policies, and ensure accountability for on-call responsibilities. * **Contextual Side Panel:** Access on-call scheduling directly from incident records, allowing for quick identification and contact of available support members. * **Configuration Options:** Tailor on-call scheduling to meet organizational needs, including shift preferences and escalation rules. ## Key Outcomes By utilizing the On-Call Scheduling feature, ServiceNow customers can ensure effective incident response through better shift management and clear communication during on-call periods. Teams can maintain accountability and responsiveness, thereby enhancing overall service delivery and incident resolution efficiency. Use On-Call Scheduling in Service Operations Workspace to view and manage your shifts and schedules. ## On-Call Scheduling overview {#on-call-scheduling-in-sow__section_up4_nj2_vzb} As an agent, view your schedule and your peer's schedules, request an absence, propose coverage, and set your notification preferences. As a Shift Manager, view, and manage shifts, approve or reject absence requests, and resolve gaps and conflicts. You can also manage notification preferences, delivery channels, escalation trigger rules, and policies for your group.{#on-call-scheduling-in-sow__p_ffm_jf2_qbc} As an On-call Admin, view, and manage shifts, approve or reject absence requests, and resolve gaps and conflicts. You can also manage notification preferences, delivery channels, escalation trigger rules, and policies for any group. ## Schedules in Service Operations Workspace {#on-call-scheduling-in-sow__section_tmt_rkj_11c} Use the Schedules menu on the home page to access On-Call Scheduling in Service Operations Workspace. ## On-call Schedules tab {#on-call-scheduling-in-sow__section_v52_2lj_11c} This tab displays all the user's schedules and shifts in a calendar or time-line view. You can customize the view as a day, week, or month view, and filter the calendar based on your groups or time zones. You can manage your work, shifts, and time-off requests on this tab. ## On-call notification preferences {#on-call-scheduling-in-sow__section_ukd_tmj_11c} On this tab, you can define your preferred notification methods to receive alerts when a ticket is escalated to you. You can define the escalation notification rules and the delivery channels that are used to receive these notifications. ## Teams in Service Operations Workspace {#on-call-scheduling-in-sow__section_tfx_b4k_21c} Use the Teams menu (![Teams icon]()) in Service Operations Workspace to view all teams. Select a team card to view and manage a team's schedule, define escalation policies, and team preferences for the selected shift. This feature verifies that your team knows who is on call, is accountable, and is confident that critical alerts or incidents are acknowledged. Use the Schedule tab to create and manage shifts for your team. This feature verifies that the right person is available to respond to incidents and critical alerts. You can also add or edit team members, description, and the contact information of your team. Use the Escalation triggers and policies tab to set an escalation policy and the trigger rules to be followed if there's an incident. You assign these policies and trigger rules, along with notification preferences, to a team. Use the On-call Team preferences tab to edit shift preferences for a group. You can add a Shift Manager and the start day of the week, set preferences for absence requests and shift overlap, and escalation rules for shift overlap. ## Contextual side panel {#on-call-scheduling-in-sow__section_pwm_tnj_11c} Use On-Call Scheduling from the Contextual side panel, when you open an incident. You can also configure experts on call and escalation tracking for any other record, if necessary. Select the Experts On-call icon (![Experts on-call icon.]()) from the Contextual side panel to view and contact the recommended subject matter experts for help. To view the escalation details and dynamic tracking of an on-call escalation, select the on-call escalations icon (![On-call escalations icon.]()) from the Contextual side panel. * **[Configuring On-Call Scheduling in Service Operations Workspace](https://www.servicenow.com/docs/HeOk2BwHtfoBnzGoUZ8Mfw)** Configure On-Call Scheduling in Service Operations Workspace (SOW) for their organizational needs, utilizing a suite of features to fulfill the various requirements. * **[Scheduling in service operation workspace](https://www.servicenow.com/docs/aZskVHOfSXk240ppub1A0g)** View and manage schedules, shifts and time-off request. * **[On-call support for an incident in Service Operations Workspace](https://www.servicenow.com/docs/V9q~0p1iqMI02FdjY4lRog#on-call-sow)** You can identify available on-call members of a support group and contact them to resolve an issue. **Related concepts** * [Knowledge Management in Service Operations Workspace](https://www.servicenow.com/docs/OjGC_chJF1qqEzAJ8UMkkA "Knowledge articles provide agents with information such as self-help, troubleshooting, and task resolution.") * [Major Incident Management in Service Operations Workspace](https://www.servicenow.com/docs/9f4I6JcGUMI0Txrw8VjrDg "Create and manage major incidents in Service Operations Workspace.") * [Problem Management in Service Operations Workspace](https://www.servicenow.com/docs/Sf~FTcIFiJsZ1CLFCjg2aA "When you have recurring incidents or a major incident, you can create a problem to identify the root cause of the incidents and help prevent them from happening again. Use Service Operations Workspace to manage problems through their life cycle, share workarounds or fixes with related incidents, and create known error articles to help deflect incidents.") * [Recommendation Framework in Service Operations Workspace](https://www.servicenow.com/docs/9w4yBpL3jfpYS7dkcZnoWw "An agent can view dynamic and contextual recommendations and perform a relevant action.") * [Recommended Actions for ITSM in Service Operations Workspace](https://www.servicenow.com/docs/LGd8rCr4QXw7BGGrFEn5eQ "Get guidance-based or field-level recommendations for records in Service Operations Workspace.") * [ServiceNow integrations with Microsoft Teams in Service Operations Workspace](https://www.servicenow.com/docs/puUY2qNsBN2fbUcJ_X7Umg "You can create a connected experience for users in Service Operations Workspace through ServiceNow integrations with Microsoft Teams.") * [Service Level Management in Service Operations Workspace](https://www.servicenow.com/docs/Np4kt4ICCOOHv7faOGTHMg#slm-sow "You can access the service level agreement (SLA) information for an incident on the Service Operations Workspace landing page and incident record page.") * [Walk-up Experience management in Service Operations Workspace](https://www.servicenow.com/docs/6Fvd85oK7qkjX8gOIGZe9w "Manage your Walk-up interactions and queues in Service Operations Workspace.") * [Collaboration in Service Operations Workspace](https://www.servicenow.com/docs/_lczuHrV~~LU5tdTEuP26Q "Collaboration services provide a way to communicate and collaborate in real time to resolve the incidents. You can initiate a chat or make conference calls using a service provider to communicate with stakeholders.") * [Computer Telephony Integration in Service Operations Workspace](https://www.servicenow.com/docs/Xq1HMfZ2m2cdA4ka6aNCDw "Service Operations Workspace provides an agent (with the sn_openframe_user role) to receive inbound calls and place outbound calls using the Computer Telephony Integration (CTI) interface.") * [Universal Request in Service Operations Workspace](https://www.servicenow.com/docs/Bn56bee4wzGD_09YJ4go_w "The Universal Request is a task that a requester creates from any of the sources that include: Agent Workspace, Service Operations Workspace, or using a Virtual Agent chat.") * [Universal Task in Service Operations Workspace](https://www.servicenow.com/docs/w_HGu1H0AI0W06aboUL7XQ "Agents can use the Universal Task application to create tasks for employees and to manage the request resolution.") * [Resetting password using Service-desk assisted Password Reset in Service Operations Workspace](https://www.servicenow.com/docs/L5N_bJgEA3WK5ubGXHR2Nw "The Password Reset for Service Operations Workspace application enforces strong and secure passwords by enabling end users to reset or change their passwords by requesting the service desk agent.")