On-Call Scheduling in Service Operations Workspace

IT Service Management > <a class="link" href="https://docs.servicenow.com/bundle/xanadu-it-service-management/page/product/service-operations-workspace/concept/sow-landing-page.html" title="ServiceNow Service Operations Workspace is a configurable workspace that provides a unified experience for multiple IT Service Management and IT Operations Management workflows. Configure your agent experience using the easy-to-navigate interface of Service Operations Workspace for ITSM.">Service Operations Workspace for ITSM >

Use On-Call Scheduling in Service Operations Workspace to view and manage your shifts and schedules.

On-Call Scheduling overview As an agent, view your schedule and your peer's schedules, request an absence, propose coverage, and set your notification preferences.

As a Shift Manager, view, and manage shifts, approve or reject absence requests, and resolve gaps and conflicts. You can also manage notification preferences, delivery channels, escalation trigger rules, and policies for your group.

As an On-call Admin, view, and manage shifts, approve or reject absence requests, and resolve gaps and conflicts. You can also manage notification preferences, delivery channels, escalation trigger rules, and policies for any group.

Schedules in Service Operations Workspace Use the Schedules menu on the home page to access On-Call Scheduling in Service Operations Workspace .

On-call Schedules tab This tab displays all the user's schedules and shifts in a calendar or time-line view. You can customize the view as a day, week, or month view, and filter the calendar based on your groups or time zones.

You can manage your work, shifts, and time-off requests on this tab.

On-call notification preferences On this tab, you can define your preferred notification methods to receive alerts when a ticket is escalated to you.

You can define the escalation notification rules and the delivery channels that are used to receive these notifications.

Teams in Service Operations Workspace Use the Teams menu ( ) in Service Operations Workspace to view all teams. Select a team card to view and manage a team's schedule, define escalation policies, and team preferences for the selected shift. This feature verifies that your team knows who is on call, is accountable, and is confident that critical alerts or incidents are acknowledged.

Use the Schedule tab to create and manage shifts for your team. This feature verifies that the right person is available to respond to incidents and critical alerts. You can also add or edit team members, description, and the contact information of your team.

Use the Escalation triggers and policies tab to set an escalation policy and the trigger rules to be followed if there's an incident. You assign these policies and trigger rules, along with notification preferences, to a team.

Use the On-call Team preferences tab to edit shift preferences for a group. You can add a Shift Manager and the start day of the week, set preferences for absence requests and shift overlap, and escalation rules for shift overlap.

Contextual side panel Use On-Call Scheduling from the Contextual side panel, when you open an incident. You can also configure experts on call and escalation tracking for any other record, if necessary.

Select the Experts On-call icon ( ) from the Contextual side panel to view and contact the recommended subject matter experts for help.

To view the escalation details and dynamic tracking of an on-call escalation, select the on-call escalations icon ( ) from the Contextual side panel.

Scheduling in service operation workspace View and manage schedules, shifts and time-off request. Create notification preference rule Define your preferred notification methods and delivery channels for receiving alerts whenever an escalation ticket is raised. Escalation triggers and policies Create and edit trigger rules. On-call support for an incident in Service Operations Workspace You can identify available on-call members of a support group and contact them to resolve an issue.

Parent Topic: Using Service Operations Workspace for ITSM

Related concepts Change Management in Service Operations Workspace Incident Management in Service Operations Workspace Interaction Management in Service Operations Workspace Knowledge Management in Service Operations Workspace <a class="link" href="https://docs.servicenow.com/bundle/xanadu-it-service-management/page/product/service-operations-workspace/concept/problem-sow.html" title="When you have recurring incidents or a major incident, you can create a problem to identify the root cause of the incidents and help prevent them from happening again. Use Service Operations Workspace to manage problems through their life cycle, share workarounds or fixes with related incidents, and create known error articles to help deflect incidents.">Problem Management in Service Operations Workspace Recommendation Framework in Service Operations Workspace Recommended Actions for ITSM in Service Operations Workspace Request Management in Service Operations Workspace ServiceNow integrations with Microsoft Teams in Service Operations Workspace Service Level Management in Service Operations Workspace Walk-up Experience management in Service Operations Workspace Workforce Optimization for ITSM in the Service Operations Workspace Collaboration in Service Operations Workspace Computer Telephony Integration in Service Operations Workspace Live Agent chat in Service Operations Workspace Using Universal Request in Service Operations Workspace Using Universal Task in Service Operations Workspace Resetting password using Service-desk assisted Password Reset in Service Operations Workspace

Related tasks Add a user-specific quick link on the ITSM landing page Create a list in Service Operations Workspace View and approve records in Service Operations Workspace