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

On-Call Scheduling highlights for the Vancouver release

When an On-call schedule is canceled, the escalation status is displayed as Canceled instead of Unacknowledged.

See On-Call Scheduling for more information.

Important: On-Call Scheduling is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

Activation information

On-Call Scheduling is available after activation of the Now Platform (com.snc.on_call_rotation) plugin. For information on activating this plugin, 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.
Access upcoming shifts and time-off requests of team members. 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.