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Viewing schedules and request time-off › On-Call Scheduling › IT Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

View On-Call schedules

The tiled grouping of on-call shift schedules helps you to review shifts rather than having to search through all shifts in the system.

Before you begin

Role required: itil, rota_manager, or rota_admin

About this task

Each card on the On-Call Schedules page represents a shift and identifies the on-call members. A card displays the group name, the shift name, and rosters (Primary and Secondary).

On-Call schedules enable you to view the presence of on-call members. For more information on presence, see User presence.

Note: By default, on-call schedules are loaded in batches of 20. You can use the com.snc.on_call_rotation.landing_page.group_limit property update the setting. For details, see System properties for On-Call Scheduling.

Procedure

  1. Navigate to All > On-Call Scheduling > On-Call Schedules.

    Note: For a group with overlapping shifts, shift cards are displayed based on the escalation setting.

    The following tabs appear:

    • Pinned On-Call Schedules: Displays a personalized list of who is on-call for the groups you are most interested in. Pin groups here for fast access.
    • My On-Call Schedules: Displays only the On-Call schedules that you manage or are a member of.
    • All On-Call Schedules: Displays the list of all groups that have active On-Call schedules. You can also find who is on-call for groups that you have not pinned. Use the filter to display On-call schedules by group, schedule, or username.

  2. In the All On-Call Schedules tab, pin a shift card by pointing to the card and clicking the Pin icon (

Image omitted: view-pin-icon.png
Pin icon\).
**Note:** When you pin a shift card of a group with overlapping shifts, all other shift cards of that group are also pinned.

  1. In the Pinned On-Call Schedules tab, unpin a shift card by clicking the Pin icon.

  2. To view details of a shift, click the shift card.

    Note: Each shift card displays only the first two rosters.

    If you are a shift manager or roster member, the schedule opens. For more information, see Updating an On-Call schedule. In all other cases, you are redirected to the calendar view. For more information on on-call scheduling calendars, see Manage shifts from the Calendar view.

  3. To view roster and escalation details, click Roster and escalation details on the shift card.

    A dialog box displays the following tabs:

    • Roster: Displays a list of all rosters and contact number, email address, group, and the shift for the active On-Call member.
    • Escalation Path: Displays the escalation path defined for the shift. Note: By default, the details of the on-call member of the primary roster are displayed. Click Send a direct message to send a direct message to the on-call member. Alternatively, call the member if the Notify WebRTC is configured. For more information on real-time messaging, see Connect. For information on Notify WebRTC, see Forward call workflow activity. For information on the Specify a valid Notify Number with voice capability property that enables the Notify WebRTC for on-call, see System properties for On-Call Scheduling.

  4. To view gaps and conflicts in a shift, click the info badge on the shift card.

    • This is applicable only for group managers, shift managers, and delegated shift managers.
    • This information is displayed based on the setting of the com.snc.on_call_rotation.landing_page.show_pending_actions property. For more information, see System properties for On-Call Scheduling.

Parent Topic:Viewing schedules and request time-off