Definitions of On-Call Scheduling terms
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- UpdatedAug 1, 2024
- 2 minutes to read
- Xanadu
- On-Call Scheduling
Some terms have specific meaning in the On-Call Scheduling application.
- Shift
- A shift is the time period during which the members of a roster are on-call. You can view the details of any shift from the calendar.
- Roster
A roster is a set of members that is on call for a shift. Because there is typically a roster for each escalation level (primary, secondary, tertiary), there are typically multiple rosters for a shift. The members of any roster are contacted in the order that is defined by the escalation policy.
- Roster members (members)
- The members of a roster are the users that have been added to a single roster. Roster members typically have the itil role. During an assigned shift, members must be available to act if notified of an escalation.
- Users must be members of the same group.
- The shift manager (rota_manager role) might or might not be a roster member.
- Rotation
Rotation is the process of exchanging the turn of duty of members of a roster.
Members' From and To dates determine when they are members of the roster.
- Schedule
- A schedule specifies the times that shifts are active. For example, a company that wants coverage of tasks around the clock would use a 24-7 schedule. Companies that provide support around the globe could use a follow the sun schedule to cover time zones across continents.
- Escalation
- Escalations are a series of notifications to roster members for a task. The notifications happen in the order specified by the escalation path for the shift.
- Notification
- On-Call Scheduling sends escalation notifications to members of a shift. Notification methods include email, voice, Slack, SMS, Microsoft Teams, and mobile push.
- Holidays and time off
- Roster members can request time off. Managers can plan for and manage holidays and requests for time off.
Related Content
- On-Call Scheduling
The On-Call Scheduling application identifies the assigned and available member of a support group, for example, when assigning an incident.