Updating an On-Call schedule
Summarize
Summary of Updating an On-Call Schedule
Shift managers and members can easily view and update on-call schedules through the Schedules tabs. Shift managers have the capability to manage and address any gaps or conflicts in the on-call schedule efficiently from a unified interface. To begin, navigate toOn-Call Scheduling > On-Call Schedulesand select the relevant group card.
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Key Features
- Overview Tab: Provides details on the current shift, including on-call member information, escalation paths, and contact preferences. Shift managers can view pending actions to resolve gaps, conflicts, and time-off requests.
- Shifts Tab: Displays all defined shifts for the user group, allowing edits and the creation of custom escalation policies.
- Settings Tab: Allows customization of group preferences affecting only the selected group, which override global settings.
Key Outcomes
By using the Schedules tabs, you can streamline the management of on-call schedules, ensuring that coverage gaps are promptly addressed and that communication with on-call members is efficient. This facilitates better support coverage and operational effectiveness in incident management.
Shift managers and members can use the Schedules tabs to view and update the on-call schedules of a group. Shift managers can review, manage, and resolve gaps or conflicts in your On-Call schedule from a single view.
Opening the Schedules page
To open and start working on a schedule, navigate to and then click the card for the group.
Overview tab
- On-Call: Displays information
about the current on-call shift. From here, you
can:
- Navigate to the previous and next shifts.
- View the roster and escalation details of the
current shift. When you click Roster
and escalation details, a dialog box
displays the following tabs:
- Roster: Displays a list of all rosters along with its active on-call member. Information of the on-call member such as the contact number, email address, group, and the shift to which the user belongs to is also available.
- Escalation Path: Displays the escalation path defined for the shift.
- Profile: Displays the user profile of the primary on-call member. You can send a direct message to the on-call member by clicking Send a direct message or call the member if Notify WebRTC for on-call is set up. For more information on real-time messaging, see Connect. For information on Notify webrtc, see Forward to notify client workflow activity. For information on the Specify a valid Notify Number with voice capability property that enables the Notify WebRTC for on-call, see System properties for On-Call Scheduling.
- Contact Preferences: The contact preferences
set for the primary on-call member.
- Pending Actions: Displays the
pending actions for the group’s on-call schedule.
You can review gaps, conflicts, and time-off
requests to find a replacement and ensure proper
support coverage. For information on resolving the
pending actions, see Resolve gaps, conflicts, and time-off requests in a shift and Resolve gaps, conflicts, and time-off requests in a shift.Note:This section is displayed only for a shift manager.
- Your Upcoming Shifts: Displays
your upcoming shifts in a calendar view.Note:This section is displayed for a shift member or a Shift Manager who is a shift member.
- On-call calendar: This section displays the calendar view of all shifts of the group. By default, the week view is displayed. For more information on on-call calendar, see Manage shifts from the Calendar view.
Shifts tab
This tab displays all shifts defined for the user group. From here, you can edit a shift or create a custom escalation policy to override the default policy. For information on editing the escalation type, see Create an escalation policy.
You can also edit contact preferences from this tab. For more information on configuring a contact preference, see Configure my availability and contact preferences