The key features and capabilities of On-Call Scheduling can be used by the various user roles.

On-Call Scheduling supports the Members of the roster (itil role), Shift Manager (rota_manager role), Shift administrator (rota_admin role). Based on the user role, you can perform the following actions:

itil role

  • View your on-call schedules and the members of your shift.
  • Submit a time-off request and refer another member of the group to cover your shift.
  • Specify your availability and your preferred contact methods.
  • View the roster and escalation details for a shift.
  • Run schedule and escalation reports.
  • Use the ITSM Mobile Agent for viewing schedules and requesting time off.

rota_manager role

  • View the on-call schedule including any gaps and time-off requests for your group.
  • Approve or reject time-off requests
  • Review and manage gaps and conflicts.
  • Provide, replace, or delete coverage and delete time-off requests.
  • Create a shift and add or delete members to the shift.
  • View escalation, group, and performance reports.
  • Use the ITSM Mobile Agent for viewing the schedule of your groups and approve or reject time-off requests.

rota_admin role

  • Set up Slack, Microsoft Teams, text and voice messages, as a contact method for an on-call escalation.
  • Assign roles and configure escalation trigger rules.
  • Create shift and group templates.
  • Design the entire escalation process.