On-Call Scheduling actions by role

concept australia Updated Oct 21, 2026 1 min read on-call-scheduling-capabilities.md

On-Call Scheduling provides role-based capabilities for members, shift managers, and shift administrators to manage on-call schedules, time-off requests, and escalations.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 see the other 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. Approval requests are sent to the group manager of the requester's group.
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 Mobile Agent for viewing the schedule of your groups and approving or rejecting 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.

Parent Topic:Exploring On-Call Scheduling

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---
title: On-Call Scheduling actions by role
description: On-Call Scheduling provides role-based capabilities for members, shift managers, and shift administrators to manage on-call schedules, time-off requests, and escalations.On-Call Scheduling can be used by the various user roles.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/on-call-scheduling/on-call-scheduling-capabilities.html
release: australia
product: On-Call Scheduling
classification: on-call-scheduling
topic_type: concept
last_updated: "2026-10-21"
reading_time_minutes: 1
breadcrumb: [Exploring On-Call Scheduling, On-Call Scheduling, IT Service Management]
---

# On-Call Scheduling actions by role

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 see the other 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. Approval requests are sent to the group manager of the requester's group.
- 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 Mobile Agent for viewing the schedule of your groups and approving or rejecting 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.

**Parent Topic:**[Exploring On-Call Scheduling](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/on-call-scheduling/exploring-on-call-scheduling.md)