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On-Call Scheduling in Service Operations Workspace › Managing IT services in your organization › Service Operations Workspace for ITSM › IT Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Configuring On-Call Scheduling in Service Operations Workspace

Configure On-Call Scheduling in Service Operations Workspace (SOW) for their organizational needs, utilizing a suite of features to fulfill the various requirements.

You must configure the following On-Call Scheduling features in SOW to schedule and manage your work shifts:

  • Create a on-call shift form.
  • Create or edit on-call shift.
  • Add on-call members to the shift.
  • Configure On-call notification preference rules.
  • Configure On-call team notification preferences.
  • Configure communication, notification and delivery channels.
  • Creating absences with proposed coverage and managing the requests.

  • Create escalation trigger rules, levels and policies.

  • Create new form
    Use the Create new form to create an on-call shift in Service Operations Workspace. If you select the Create new option on the Schedules page, provide the following field details.

  • Create and edit shift in Service Operations Workspace
    Shift manager can create a new shift using the Schedule menu or Teams menu in Service Operations Workspace
  • 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
    Configure the user, notification and on-call escalation preferences by creating escalation trigger rules and policies.

Parent Topic:On-Call Scheduling in Service Operations Workspace