On-Call Scheduling capabilities

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • The key features and capabilities of On-Call Scheduling can be used by the various user roles.

    On-Call Scheduling supports the Members of the roster (itil role), Shift Manager (rota_manager role), shift administrator (rota_admin role). Based on the user role, you can perform the following actions:

    itil role

    • View your on-call schedules and see the other members of your shift.
    • Submit a time-off request and refer another member of the group to cover your shift.
    • Specify your availability and your preferred contact methods.
    • View the roster and escalation details for a shift.
    • Run schedule and escalation reports.
    • Use the ITSM Mobile Agent for viewing schedules and requesting time off.

    rota_manager role

    • View the on-call schedule including any gaps and time-off requests for your group.
    • Approve or reject time-off requests
    • Review and manage gaps and conflicts.
    • Provide, replace, or delete coverage and delete time-off requests.
    • Create a shift and add or delete members to the shift.
    • View escalation, group, and performance reports.
    • Use the Mobile Agent for viewing the schedule of your groups and approve or reject time-off requests.

    rota_admin role

    • Set up Slack, Microsoft Teams, text and voice messages, as a contact method for an on-call escalation.
    • Assign roles and configure escalation trigger rules.
    • Create shift and group templates.
    • Design the entire escalation process.