--- sourceDocument: zurich Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/delta-xanadu-zurich Release : - zurich ft:locale : - en-US ft:publication_title : - zurich Combined Product Files ft:clusterId : - delta3zx bundleId : - delta3zx --- # Combined On-Call Scheduling release notes for upgrades from Xanadu to Zurich # Combined On-Call Scheduling release notes for upgrades from Xanadu to Zurich {#ariaid-title1} Release version: Zurich Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 7 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 Combined On-Call Scheduling release notes for upgrades from Xanadu to Zurich This consolidated release notes page covers the evolution of On-Call Scheduling from the Xanadu release through to Zurich, highlighting important upgrade information, new features, changes, and activation details. It is designed to help ServiceNow customers prepare for and smoothly transition their On-Call Scheduling capabilities, with a focus on the significant shift introduced in the Zurich release. Show full answer Show less ## Key Upgrade Information * **Transition to Subflows (Zurich):** Zurich replaces legacy workflows with subflows for On-Call Scheduling. Existing workflows remain supported for current Zurich users, but new installations exclusively use subflows. Customers must maintain and customize on-call flows in Workflow Studio using the provided subflows. * **Available Subflows:** Includes various assignment, notification, escalation, and approval subflows, enabling tailored on-call management processes. * **Schedule Engine Upgrade (Xanadu):** The new 2024 schedule engine improves shift gap resolution, member continuity, and performance in managing schedules and shifts. On-Call Scheduling supports automatic upgrade to this engine. * **Email Notification Link Redirection (Yokohama):** Admins can configure whether links in on-call schedule or shift email notifications open in Service Operations Workspace (SOW) or the classic UI16 interface, enhancing user navigation based on roles and system settings. * **New Default Theme (Zurich):** The Coral theme is now standard for portals, web, and mobile experiences with Next Experience or Core UI, including a dark theme option to improve readability and reduce eye strain. ## New Features in Zurich * **Custom On-Call Notification Channels:** Configure and add new service providers as notification channels to increase communication flexibility via the On-call communication channel configuration table. * **Customizable Notification Messages and Keywords:** Personalize on-call notification content and response keywords to align with organizational preferences. * **Trigger Notifications on Record Field Changes:** On-call escalation notifications can be triggered when specific configured record fields change, allowing more precise and automated escalation management. * **Bulk On-Call Schedule Setup Wizard:** Enables admins with the rotaadmin role to onboard multiple teams to on-call rotations simultaneously through a guided flow in SOW, simplifying large-scale scheduling setup. * **Performance Improvements:** Notifications are sent concurrently across multiple channels, and high-priority subflows are processed faster via Flow runner queues, ensuring timely communication during multiple simultaneous events. * **Enhanced Trigger Rules:** Trigger rules can now launch specific subflows, increasing automation and customization in on-call escalation processes. ## Changes * **Schedule Engine Enhancements:** The new engine resolves rotation gaps caused by member changes or holidays, and verifies user continuity for better schedule integrity. * **Email Link Behavior:** Email links can redirect to modern SOW interface or classic UI16 depending on configuration and user roles. * **Theming:** Introduction of the Coral theme with options for dark mode enhances user experience across interfaces. * **Notification Processing:** Transition to subflows and Flow runner queues improves the speed and reliability of on-call notifications. ## Activation and Requirements * On-Call Scheduling is activated via the ServiceNow AI Platform On-Call Scheduling plugin (com.snc.oncallrotation) across Xanadu, Yokohama, and Zurich releases. * Activation includes third-party libraries such as FullCalendar and DHTMLX scheduler. * The plugin is enabled by default for zBoot customers. * No additional browser or localization requirements were introduced or changed through these releases. ## Accessibility * The Coral theme introduced in Zurich includes a dark mode option for web and mobile, supporting accessibility by reducing eye strain and improving readability. ## Practical Implications for ServiceNow Customers * Prepare for Zurich upgrades by transitioning from legacy workflows to subflows to maintain compatibility and leverage new capabilities. * Utilize the bulk onboarding wizard to efficiently scale on-call scheduling across multiple teams. * Leverage customizable notification channels and messages to better align on-call communications with organizational needs. * Benefit from enhanced schedule management with the new schedule engine to reduce gaps and improve shift continuity. * Adapt email notification behaviors and user interface themes to improve user experience and adoption. Consolidated page of all release notes for On-Call Scheduling from Xanadu to Zurich. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family On-Call Scheduling release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Xanadu to Zurich. Tip: If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release." ## Important information for upgrading On-Call Scheduling to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-oncallscheduling-summary__entry__2} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Upgrade information : Starting from the Zurich release, On-Call Scheduling uses subflows, not workflows. You must transition from workflows to subflows, because the workflows are considered as legacy workflows. For existing users in Zurich, your current workflows continue to be supported. However, for new users, the On-Call Scheduling plugin installations on Zurich and later instances only use subflows. Maintain, build, and modify your own custom on-call scheduling flows in Workflow Studio with subflows for new instances. The following subflows are available for configuration: * On-Call: Assign * On-Call: Assign and Notify * On-Call: Assign by Acknowledgment * On-Call: Assign by Acknowledgement per Rota * On-Call: Assign by Acknowledgement Voice * On-Call: Check Assignment Response * On-Call: Conference Call Escalation * On-Call: Escalations by Email * On-Call: Escalation By Email per Rota * On-Call: Time-off approval | [ ] ## New features Between your current release family and Zurich, new features were introduced for On-Call Scheduling. {#dfrn3-oncallscheduling-summary__entry__10} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | [Add custom on-call notification channels](https://www.servicenow.com/docs/access?context=custom-on-call-channel-integration&family=zurich&ft:locale=en-US) : Increase the flexibility in communication by adding and configuring service providers as on-call notification channels. You must configure the communication channel by using the On-call communication channel configuration \[on_call_comunication_channel_config\] table. After you configure the channel, you can select the new channel. This feature is applicable only after the subflows are configured and used. [Customize the on-call notification message and keywords](https://www.servicenow.com/docs/access?context=config-oncall-communication-channel&family=zurich&ft:locale=en-US) : Customize an on-call notification message and response keywords that are sent to the user and user groups as per your preferences. You can customize the message and keywords by using the On-call communication channel configuration \[on_call_communication_channel_config\] tables. [Send the on-call escalation notifications when the configured record fields are modified](https://www.servicenow.com/docs/access?context=create-trigger-rule-oncall&family=zurich&ft:locale=en-US) : Send the on-call escalation notifications when the configured record fields are modified. On-call trigger rules have the following enhancements: * Configure the changes to fields as a triggering condition to run trigger rules. For example, changes to the Priority field for an incident can be configured as a trigger condition. * Configure the group or team level trigger rules, or you can configure the global trigger rules that aren't associated with a user group. * If the assignment group is auto-populated when an incident is created, you can still configure the on-call trigger rules to run and send the escalation notifications. [Bulk on-call schedule setup wizard](https://www.servicenow.com/docs/access?context=oc-create-bulk-schedule-onboarding&family=zurich&ft:locale=en-US) : Admins with the rota_admin role can now onboard many teams onto on-call rotations in a single guided flow, instead of configuring each team one-by-one in On-Call Scheduling. Select the On-Call Bulk Onboarding in Service Operations Workspace (SOW). | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing On-Call Scheduling features. {#dfrn3-oncallscheduling-summary__entry__18} | Release | Release notes | |-|-| | Xanadu | [On-Call Scheduling new schedule engine](https://www.servicenow.com/docs/access?context=oncall-schedule-engine&family=xanadu&ft:locale=en-US) : The new 2024 schedule engine offers a more efficient and improved experience for managing your schedules and shifts. On-Call Scheduling supports an automatic upgrade to the new schedule engine. [On-Call Scheduling new schedule engine](https://www.servicenow.com/docs/access?context=oncall-schedule-engine&family=xanadu&ft:locale=en-US) : The new schedule engine introduces the following enhancement: * Shift support to resolve gaps resulting from member placement. * Resolve daily rotation gaps, caused by adding or removing members, holiday schedules, or extra time. * Verifies user continuity based of the last on-call member from the previous schedule. * Improved performance by reducing the time required to add, remove, or move members. | | Yokohama | [Email redirection behavior for links in major on-call schedule email notification](https://www.servicenow.com/docs/access?context=create-update-schedule-oncall&family=yokohama&ft:locale=en-US) : In all major on-call schedule or shift email notifications, you can now decide where the links to an on-call schedule or shift record are redirected. Instead of an on-call schedule or shift record automatically opening in the classic UI16 interface in On-Call Scheduling, the record can be opened in SOW. The on-call schedule or shift record link in an email notification opens in SOW only if the following conditions are met: * The Redirect SOW Email notification (sow_email_notification_redirect) property is set to true. * The Redirect SOW Email notification for On-call scheduling (sow_email_notification_redirect.on_call) property is set to true. * You have the sn_sow_user role. The ITSM Notifications Redirection (com.snc.itsm.notifications_redirection) plugin is installed and activated automatically to support this behavior. | | Zurich | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Performance improvements in subflows for on-call notifications](https://www.servicenow.com/docs/access?context=on-call-new-trigger-engine&family=zurich&ft:locale=en-US) : The following performance enhancements are available for on-call notifications when subflows are used: * On-call notifications are sent to multiple channels such as SMS or email simultaneously instead of sending it sequentially. * When the com.snc.on_call_rotation.new_trigger_engine property is set to true, the on-call subflows are processed via the Flow runner queue. The on-call subflows that are marked as High priority are processed faster via a Flow runner queue especially when multiple events are triggered at the same time and are in the process queue. * Reminder notifications are also sent to users when the instance is upgrading. [Enhanced on-call trigger rules to support subflows](https://www.servicenow.com/docs/access?context=on-call-scheduling-subflows-overview&family=zurich&ft:locale=en-US) : The on-call trigger rules form is enhanced to trigger a subflow when the trigger rule is executed. You can enable and select a specific subflow for a trigger rule. | [ ] ## Removed Between your current release family and Zurich, some On-Call Scheduling features or functionality were removed. {#dfrn3-oncallscheduling-summary__entry__26} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Deprecations Between your current release family and Zurich, some On-Call Scheduling features or functionality were deprecated. {#dfrn3-oncallscheduling-summary__entry__34} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Activation information Review information on how to activate On-Call Scheduling. {#dfrn3-oncallscheduling-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | On-Call Scheduling is available with activation of the ServiceNow AI Platform On-Call Scheduling plugin (com.snc.on_call_rotation). For details, see [Activate On-Call Scheduling](https://www.servicenow.com/docs/access?context=t_ActivateOnCallScheduling&family=xanadu&ft:locale=en-US). Activating this plugin activates the following third-party libraries: * FullCalendar library * DHTMLX scheduler Note: The On-Call Scheduling (com.snc.on_call_rotation) plugin is active by default for zBoot customers. | | Yokohama | Activation information : On-Call Scheduling is available with activation of the ServiceNow AI Platform On-Call Scheduling plugin (com.snc.on_call_rotation). For details, see [Activate On-Call Scheduling](https://www.servicenow.com/docs/access?context=t_ActivateOnCallScheduling&family=yokohama&ft:locale=en-US). Activating this plugin activates the following third-party libraries: * FullCalendar library * DHTMLX scheduler Note: The On-Call Scheduling (com.snc.on_call_rotation) plugin is active by default for zBoot customers. | | Zurich | Activation information : On-Call Scheduling is available with activation of the ServiceNow AI Platform On-Call Scheduling plugin (com.snc.on_call_rotation). For details, see [Activate On-Call Scheduling](https://www.servicenow.com/docs/access?context=t_ActivateOnCallScheduling&family=zurich&ft:locale=en-US). Activating this plugin activates the following third-party libraries: * FullCalendar library * DHTMLX scheduler Note: The On-Call Scheduling (com.snc.on_call_rotation) plugin is active by default for zBoot customers. | [ ] ## Additional requirements If any additional requirements were introduced or changed for On-Call Scheduling we have noted them here. {#dfrn3-oncallscheduling-summary__entry__50} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for On-Call Scheduling we have noted them here. {#dfrn3-oncallscheduling-summary__entry__58} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for On-Call Scheduling, such as specific requirements or compliance levels. {#dfrn3-oncallscheduling-summary__entry__66} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Accessibility information : Dark theme : The new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability. | [ ] ## Localization information If there are specific localization considerations for On-Call Scheduling we have noted them here. {#dfrn3-oncallscheduling-summary__entry__74} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for On-Call Scheduling we have noted them here. {#dfrn3-oncallscheduling-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | * Reduce and resolve gaps in on-call shifts more efficiently with the new 2024 schedule engine. * Reduce the time required to add, remove, or move members from a shift more efficiently. * Confirm member continuity with the new schedule engine. See [On-Call Scheduling](https://www.servicenow.com/docs/access?context=c_OnCallScheduling&family=xanadu&ft:locale=en-US) for more information. | | Yokohama | Control whether an on-call schedule or shift record link in all major on-call email notifications redirects you to Service Operations Workspace (SOW) or to the classic UI16 interface in On-Call Scheduling. See [On-Call Scheduling](https://www.servicenow.com/docs/access?context=c_OnCallScheduling&family=yokohama&ft:locale=en-US) for more information. | | Zurich | * Build on-call escalation notification configurable flows by using subflows that are available by default in new instances. * Add new custom providers as channels for on-call escalation notifications. * Configure the on-call notification message and response keywords to send the escalation notifications to the stakeholders. * Send the on-call escalations notifications to all the stakeholders when any of the configured record fields are modified. * Use Coral, which is the new default theme for Next Experience and Core UI. See [On-Call Scheduling](https://www.servicenow.com/docs/access?context=c_OnCallScheduling&family=zurich&ft:locale=en-US) for more information. | [ ]