The ServiceNow® On-Call Scheduling application helps you verify that dedicated support team members are available to resolve issues when they occur. On-Call Scheduling was enhanced and updated in the Xanadu release.

On-Call Scheduling highlights for the Xanadu release

  • Reduce and resolve gaps in on-call shifts more efficiently with the new 2024 schedule engine.
  • Reduce the time required to add, remove, or move members from a shift more efficiently.
  • Confirm member continuity with the new schedule engine.

See On-Call Scheduling for more information.

Changed in this release

On-Call Scheduling new schedule engine
The new 2024 schedule engine offers a more efficient and improved experience for managing your schedules and shifts. On-Call Scheduling supports an automatic upgrade to the new schedule engine.
On-Call Scheduling new schedule engine
The new schedule engine introduces the following enhancement:
  • Shift support to resolve gaps resulting from member placement.
  • Resolve daily rotation gaps, caused by adding or removing members, holiday schedules, or extra time.
  • Verifies user continuity based of the last on-call member from the previous schedule.
  • Improved performance by reducing the time required to add, remove, or move members.

Activation information

On-Call Scheduling is available with activation of the Now Platform On-Call Scheduling plugin (com.snc.on_call_rotation). For details, see Activate On-Call Scheduling. 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.

Related ServiceNow applications and features

Notify
In addition to emails, you can send on-call escalation notifications as SMS alerts and voice calls. Engage on-call escalation in ServiceNow® Notify conference calls.
ITSM Mobile Agent
Access the upcoming shifts and time-off requests of team members in the ServiceNow® ITSM Mobile Agent app. Send On-Call Scheduling escalation notifications as mobile push notifications.
Service Operations Workspace for ITSM
Identify available On-Call Scheduling members of a support group who can be contacted to resolve an issue in ServiceNow® Service Operations Workspace.