Create and edit on-call shifts in Service Operations Workspace

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

    • Create and edit an on-call shift using the Schedules menu or the Teams menu in Service Operations Workspace.

    Before you begin

    Role required: rota_manager, rota_admin

    About this task

    There are two ways to create and edit a shift:
    • Navigate to Workspaces > Service Operation Workspace and select the teams menu icon (Teams menu icon.). Select a team to view details and select the Schedules tab.
    • Navigate to Workspaces > Service Operation Workspace and select the Schedules menu icon (Schedules menu icon.).

    Get an overview of how to create and edit a shift in this video.

    Procedure

    1. On the Schedules page, select Create shift.
    2. Select Create New.
    3. On the Create new form, fill in the required field values.

      For a description of the field values, see Create new form.Create new form.

      On the Create new form, if you select the Use template option, provide the following details.

      Table 1. Create New shift using a template form
      Field Description
      Shift name Name for the shift.
      Template/Schedule Existing templates for shifts.
      Available options:
      • 24 x 7
      • Off hours (workday 8:00 - 5:00)
      • Off hours (workday 9:00 - 5:00)
      • Workday 8:00 - 5:00
      • Workday 9:00 - 5:00
    4. If desired, edit a shift by right-clicking the shift card and selecting the edit shift icon (Edit shift icon.)
      The shift details appear in the side panel.
    5. Edit the following shift details from the side panel:
      Table 2. Edit shift form
      Field Description
      Details tab Shift details:

      Details tab.

      • All day shift
      • Shift starts
      • Shift ends
      • Repeats
      • Timezone
      • Holiday schedule
      • Repeats until
      Members tab Shift details:

      Members tab.

      • Repeats every week
      • Day of the week for rotation
      • Add rotation
      • Add/delete/rename responder level
      Escalation policies tab Escalation policy. View the escalation policy and select Open Team Record to go to the team record. Escalation policies tab.
    6. Select Save & publish to save the changes after updating the shift details.
    7. Select the more icon (More icon.) to change the shift to draft mode, delete, or deactivate/activate the selected shift.
    8. Select Back to all shifts to view all the shifts scheduled for a team.
      You can also select the more icon (More icon. to change the color of a shift card.