---
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


---

# Defining On-Call Scheduling escalation process

# Defining On-Call Scheduling escalation process {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Create shift and group templates, escalation policies and trigger rules. Design escalation process and track progress of an escalation.

As rota_admin you can perform these tasks for your user groups.

* [Designing an escalation process](https://www.servicenow.com/docs/ietRWitDFunvIktFOp7w8g "To design an escalation process for a task, you define a trigger rule and configure one or more escalation policies.")
* [Track the progress of an escalation](https://www.servicenow.com/docs/kOUY_4o4H9qH3zhv4Sk7iA "Use the On-Call Escalation Tracking page for full visibility into the time line of an active or closed escalation as it progresses through its on-call escalation path.")
* [Create a shift template to simplify configuring shifts](https://www.servicenow.com/docs/EHCospgou62G40leVH1YBA "You can predefine sets of shift settings using shift templates. Shift templates are a subset of group templates.")
* [Create a group template to simplify configuring schedules](https://www.servicenow.com/docs/gSKwdkdZAWPNiF4Q7Yiobg "Create templates to help your group create on-call schedules. For example, use the 24/7 template, which is available in the on-call demo data, to create on-call schedules for continuous service.")
{#defining-escalation-process-and-template__ul_yzm_nm5_gyb}
* **[Escalations in On-Call Scheduling](https://www.servicenow.com/docs/pA1NNxSKkddX1~o5AL1KzQ)**   
  An escalation is a mechanism that ensures that important issues are addressed in a timely manner.
* **[Assigning On-Call Scheduling roles](https://www.servicenow.com/docs/AVnTW4so0FG2XEg4M85UgA)**   
  Admins can assign On-Call Scheduling roles to user groups and to individual users based on user activities and responsibilities.
* **[Create a shift template to simplify configuring shifts](https://www.servicenow.com/docs/EHCospgou62G40leVH1YBA)**   
  You can predefine sets of shift settings using shift templates. Shift templates are a subset of group templates.
* **[Create a group template to simplify configuring schedules](https://www.servicenow.com/docs/gSKwdkdZAWPNiF4Q7Yiobg)**   
  Create templates to help your group create on-call schedules. For example, use the 24/7 template, which is available in the on-call demo data, to create on-call schedules for continuous service.