Defining On-Call Scheduling escalation process

Create shift and group templates, escalation policies and trigger rules. Design escalation process and track progress of an escalation.

As rota_admin you can perform these tasks for your user groups.

Designing an escalation process
Track the progress of an escalation
Create a shift template to simplify configuring shifts
Create a group template to simplify configuring schedules
Escalations in On-Call Scheduling
An escalation is a mechanism that ensures that important issues are addressed in a timely manner.
Assigning On-Call Scheduling roles
Admins can assign On-Call Scheduling roles to user groups and to individual users based on user activities and responsibilities.
Create a shift template to simplify configuring shifts
You can predefine sets of shift settings using shift templates. Shift templates are a subset of group templates.
Create a group template to simplify configuring schedules
Create templates to help your group create on-call schedules. For example, use the 24/7 template, which is available in the on-call demo data, to create on-call schedules for continuous service.

title	Defining On-Call Scheduling escalation process
description	Create shift and group templates, escalation policies and trigger rules. Design escalation process and track progress of an escalation.
locale	en-US
canonical_url	https://www.servicenow.com/docs/r/australia/it-service-management/on-call-scheduling/defining-escalation-process-and-template.html
release	australia
product	On-Call Scheduling
classification	on-call-scheduling
topic_type	concept
last_updated	2026-09-10
reading_time_minutes	1
breadcrumb	On-Call SchedulingIT Service Management