---
title: Configuring On-Call Scheduling in Service Operations Workspace
description: Configure On-Call Scheduling in Service Operations Workspace \(SOW\) for their organizational needs, utilizing a suite of features to fulfill the various 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 their organizational needs, utilizing a suite of features to fulfill the various requirements.

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

-   Create a 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.
-   Creating absences with proposed coverage and managing 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)**  
Shift manager can create a new 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.
-   **[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)