--- sourceDocument: zurich Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/delta-yokohama-zurich Release : - zurich ft:locale : - en-US ft:publication_title : - zurich Combined Product Files ft:clusterId : - delta3zy bundleId : - delta3zy --- # Combined On-Call Scheduling release notes for upgrades from Yokohama to Zurich # Combined On-Call Scheduling release notes for upgrades from Yokohama to Zurich {#ariaid-title1} Release version: Zurich Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 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 Yokohama to Zurich This consolidated release notes document guides ServiceNow customers through the key updates and changes in On-Call Scheduling as they upgrade from the Yokohama to the Zurich release. It outlines new features, important upgrade tasks, enhancements, and activation details relevant to On-Call Scheduling functionality within the ServiceNow platform. Show full answer Show less ## Upgrade Requirements and Important Changes * **Transition to Subflows:** Zurich replaces legacy workflows with subflows for On-Call Scheduling. While existing workflows remain supported for current Zurich users, all new users and plugin installations must use subflows configured via Workflow Studio. * **Available Subflows:** Several subflows are provided for configuration, including options for assigning on-call duties, notifications, escalations, and time-off approvals. * **Email Redirection:** On-call schedule and shift email notifications can now redirect links to Service Operations Workspace (SOW) instead of the classic UI16 interface, provided certain properties and roles are enabled. * **New Default Theme:** The Coral theme becomes the default for portals, web, and mobile experiences with Next Experience or Core UI, offering a modern look and a dark theme option to enhance usability. ## New Features in Zurich * **Custom On-Call Notification Channels:** Expand communication flexibility by adding and configuring new service providers as notification channels via the On-call communication channel configuration table. * **Customizable Notification Messages and Keywords:** Tailor on-call notification messages and response keywords to fit your organizational preferences, configurable through the communication channel settings. * **Trigger-Based Escalation Notifications:** Escalation notifications can now be triggered when specified record fields change, with support for group-level and global trigger rules, enhancing responsiveness to incident updates. * **Bulk On-Call Schedule Setup Wizard:** Administrators with the rotaadmin role can onboard multiple teams simultaneously onto on-call rotations using a guided flow in Service Operations Workspace, improving efficiency. ## Performance Enhancements * On-call notifications can be sent simultaneously to multiple channels (e.g., SMS, email) instead of sequentially. * When enabled, subflows are processed via Flow Runner queues, with high-priority subflows processed faster to handle multiple simultaneous events efficiently. * Reminder notifications continue to be sent during instance upgrades to maintain communication continuity. ## Activation and Additional Information * On-Call Scheduling is activated through the ServiceNow AI Platform On-Call Scheduling plugin (com.snc.oncallrotation), which includes third-party libraries such as FullCalendar and DHTMLX scheduler. * This plugin is active by default for zBoot customers in both Yokohama and Zurich releases. * There are no new additional requirements, browser specifications, or localization considerations introduced between Yokohama and Zurich. ## Accessibility The Coral theme includes a dark mode option for web and mobile platforms, improving readability and reducing eye strain, thus supporting accessibility best practices. Consolidated page of all release notes for On-Call Scheduling from Yokohama 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 Yokohama 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 | |-|-| | 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__8} | Release | Release notes | |-|-| | 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__14} | Release | Release notes | |-|-| | 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__20} | Release | Release notes | |-|-| | 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__26} | Release | Release notes | |-|-| | 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__32} | Release | Release notes | |-|-| | 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__38} | Release | Release notes | |-|-| | 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__44} | Release | Release notes | |-|-| | 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__50} | Release | Release notes | |-|-| | 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__56} | Release | Release notes | |-|-| | 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__62} | Release | Release notes | |-|-| | 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. | [ ]