Configuring On-Call Scheduling in Service Operations Workspace

concept australia Updated Aug 24, 2026 1 min read configuring-oncall-scheduling-sow.md

Configure On-Call Scheduling in Service Operations Workspace (SOW) for your organizational needs by using a suite of features to fulfill the requirements.

You must configure the following On-Call Scheduling features in SOW to schedule and manage your work shifts:

Create an on-call shift form.
Create or edit on-call shift.
Add on-call members to the shift.
Configure on-call notification preference rules.
Configure on-call team notification preferences.
Configure communication, notification and delivery channels.
Create absences with proposed coverage and manage the requests.
Create escalation trigger rules, levels and policies.

As an alternative to configuring shifts, members, and policies one team at a time, use the On-call Onboarding wizard to onboard multiple teams at once. This wizard is visible only to users with the rota_admin role, and you can access it from the Teams page. For more information, see Create on-call schedules for multiple groups.

Create on-call schedules for multiple groups
Use the on-call onboarding utility to create schedules for many groups at once instead of configuring each group individually. The On-Call Onboarding wizard helps you create on-call schedules for multiple teams by mapping shift templates, uploading a roster spreadsheet, and optionally configuring escalation policies.
Create and edit shift in Service Operations Workspace
A shift manager can create a shift using the Schedule menu or Teams menu in Service Operations Workspace.
Create notification preference rule
Define your preferred notification methods and delivery channels for receiving alerts whenever an escalation ticket is raised.
Configure escalation triggers and policies
Configure the user, notification, and on-call escalation preferences by creating escalation trigger rules and policies.

Parent Topic:On-Call Scheduling in Service Operations Workspace

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---
title: Configuring On-Call Scheduling in Service Operations Workspace
description: Configure On-Call Scheduling in Service Operations Workspace \(SOW\) for your organizational needs by using a suite of features to fulfill the requirements.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/service-operations-workspace/configuring-oncall-scheduling-sow.html
release: australia
product: Service Operations Workspace
classification: service-operations-workspace
topic_type: concept
last_updated: "2026-08-24"
reading_time_minutes: 1
breadcrumb: [On-Call Scheduling in Service Operations Workspace, Managing IT services in your organization, Service Operations Workspace for ITSM, IT Service Management]
---

# Configuring On-Call Scheduling in Service Operations Workspace

Configure On-Call Scheduling in Service Operations Workspace \(SOW\) for your organizational needs by using a suite of features to fulfill the requirements.

You must configure the following On-Call Scheduling features in SOW to schedule and manage your work shifts:

-   Create an on-call shift form.
-   Create or edit on-call shift.
-   Add on-call members to the shift.
-   Configure on-call notification preference rules.
-   Configure on-call team notification preferences.
-   Configure communication, notification and delivery channels.
-   Create absences with proposed coverage and manage the requests.
-   Create escalation trigger rules, levels and policies.

As an alternative to configuring shifts, members, and policies one team at a time, use the On-call Onboarding wizard to onboard multiple teams at once. This wizard is visible only to users with the rota\_admin role, and you can access it from the Teams page. For more information, see [Create on-call schedules for multiple groups](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/oc-create-bulk-schedule-onboarding.md).

-   **[Create on-call schedules for multiple groups](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/oc-create-bulk-schedule-onboarding.md)**  
Use the on-call onboarding utility to create schedules for many groups at once instead of configuring each group individually. The On-Call Onboarding wizard helps you create on-call schedules for multiple teams by mapping shift templates, uploading a roster spreadsheet, and optionally configuring escalation policies.
-   **[Create and edit shift in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/create-a-schedule-in-sow.md)**  
A shift manager can create a shift using the **Schedule** menu or **Teams** menu in Service Operations Workspace.
-   **[Create notification preference rule](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/create-notification-preference-rule.md)**  
Define your preferred notification methods and delivery channels for receiving alerts whenever an escalation ticket is raised.
-   **[Configure escalation triggers and policies](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/work-on-escalation-trigger-rules-and-policies-in-sow.md)**  
Configure the user, notification, and on-call escalation preferences by creating escalation trigger rules and policies.

**Parent Topic:**[On-Call Scheduling in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/on-call-scheduling-in-sow.md)