---
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: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [On-Call Scheduling, IT Service Management]
---

# 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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/on-call-scheduling/designing-escalation-process-oncall.md)
-   [Track the progress of an escalation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/on-call-scheduling/track-escalation-progress-oncall.md)
-   [Create a shift template to simplify configuring shifts](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/on-call-scheduling/create-shift-template.md)
-   [Create a group template to simplify configuring schedules](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/on-call-scheduling/create-group-template.md)

-   **[Escalations in On-Call Scheduling](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/on-call-scheduling/escalations-oncall.md)**  
An escalation is a mechanism that ensures that important issues are addressed in a timely manner.
-   **[Assigning On-Call Scheduling roles](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/on-call-scheduling/roles-assigning-oncall.md)**  
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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/on-call-scheduling/create-shift-template.md)**  
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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/on-call-scheduling/create-group-template.md)**  
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.

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