---
sourceDocument: Zurich IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/it-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Configure or update an On-Call shift

# Configure or update an On-Call shift {#ariaid-title1}

Release version: Zurich  
Updated July 31, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
You can add extra coverage, specify extra times for when a shift is active, and
schedule time off.

## Before you begin

Role required: rota_admin or rota_manager

## About this task

You can update the calendar only for the time zone specified in your user
profile.

## Procedure

1. Navigate to AllOn-Call SchedulingOn-Call Calendars.  
   The on-call calendar opens.
2. Click the Timeline view icon (![Timeline view icon]()).
3. Click the Filters icon (![Filters icon]()) and then select the group.  
   The calendar displays the selected group.
4. Right-click a block that represents a member of the shift and select Manage Shift.  
   The Manage Shift dialog box displays the current shift settings.
5. Select an Action, as appropriate.

   | Option | Description |
   | Provide coverage | Select details of the member who will provide on-call coverage for another roster member. The following options appear when you select this option: * Rosters: Select one or more rosters for which the member will provide coverage. * Member: Select the member to provide extra coverage. * Shift start: Select the date from which the coverage will start. * Shift end: Select the date on which the coverage will end. {#config-update-shift-oncall__ul_zpk_z1d_55} Note: The coverage is created between the start and end date of the shift based on its schedule time. |
   | Schedule extra time | Specify extra coverage for the selected shift. The following options appear when you select this option: * Shift: Select the shift for which you want to specify extra time. * Shift start: Select the date from which the extra time will start. * Shift end: Select the date on which the extra time will end. {#config-update-shift-oncall__ul_n2r_jnd_zw} |
   | Schedule time off | Specify the group member who will take scheduled time off during the selected time frame. The following options appear when you select this option: * Member: Select the member who requested time off. * Starts: Select the date and time from which the time-off period will start. * Ends: Select the date and time on which the time-off period will end. * All day event: Select if the time-off period is a total of one working day. * Proposed cover: Select the name of the shift member who you would like to provide cover in your absence. {#config-update-shift-oncall__ul_p3m_znd_zw} |
   |-|-|

   {#config-update-shift-oncall__choicetable_cvj_ztc_55}
6. Click Schedule to schedule the update.
7. To save the view settings, click the Bookmark this filter icon (![Bookmark this filter icon]()).
* **[Configure a roster](https://www.servicenow.com/docs/N5EGVWDg7ExQR5PPQ74vzA)**   
  Edit a roster to specify its reminder and escalation settings and to identify a subset of group members to participate in the On-Call roster.
* **[Update shift details from the On-Call calendar](https://www.servicenow.com/docs/EIn4T6dM8T5IIWYavBlqBA)**   
  To save time, update shift details directly from an on-call calendar.
* **[Send or resend reminders of an upcoming shift](https://www.servicenow.com/docs/Aqm_DUFBzasFBA1OODr5Fg)**   
  Remind roster members of an upcoming shift by sending an email notification. You specify the number of days before their shift starts for the email.
* **[Configure the lead time for email reminders](https://www.servicenow.com/docs/cxcQZYQaVgGY8FMJqj1oLg)**   
  On-Call Scheduling includes a scheduled job that checks if any shift members should be notified about upcoming On-Call commitments. Modify the lead time for the reminder to be sent.
* **[Manage requests for time off](https://www.servicenow.com/docs/5VPqK2gFCdtztmujgsxhYQ)**   
  As a shift manager, you can review and approve time-off requests from shift members. You also specify the roster member who can cover for the time.
* **[Resolve gaps, conflicts, and time-off requests in a shift](https://www.servicenow.com/docs/C8WiTnzVFCHZM0mat4bi~g)**   
  Review and resolve gaps and conflicts. Find a replacement on-call member for time-off requests to ensure proper support coverage.
* **[Managing roster members](https://www.servicenow.com/docs/o2N_KY1K5JBtUNvkvTPCxQ)**   
  You can manage roster members by adding and removing users to or from the roster as needed. You can also modify the order number for a member without affecting the past shift schedule.

**Related tasks**   

* [View On-Call schedules](https://www.servicenow.com/docs/MLXtVvrdLURkAVSXm52lFA "The tiled grouping of on-call shift schedules helps you to review shifts rather than having to search through all shifts in the system.")
* [Manage shifts from the Calendar view](https://www.servicenow.com/docs/Yv3y6MMEOcpKrPEYn9RpgA "The Calendar view displays all shifts for a user group for a specified time interval. Use the Calendar view of an On-Call schedule to update or manage shifts.")

*[\>]: and then