Definitions of On-Call Scheduling terms
Some terms have specific meaning in the On-Call Scheduling application.
Shift
A shift is the time period during which the members of a roster are on-call. You can view the details of any shift from the calendar.
Roster
A roster is a set of members that is on call for a shift. Because there is typically a roster for each escalation level (primary, secondary, tertiary), there are typically multiple rosters for a shift. The members of any roster are contacted in the order that is defined by the escalation policy.
Roster members (members)
The members of a roster are the users that have been added to a single roster. Roster members typically have the itil role. During an assigned shift, members must be available to act if notified of an escalation.
- Users must be members of the same group.
- The shift manager (rota_manager role) might or might not be a roster member.
- Rotation
Rotation is the process of exchanging the turn of duty of members of a roster.
Members' From and To dates determine when they are members of the roster.
Schedule
A schedule specifies the times that shifts are active. For example, a company that wants coverage of tasks around the clock would use a 24-7 schedule. Companies that provide support around the globe could use a follow the sun schedule to cover time zones across continents.
Escalation
Escalations are a series of notifications to roster members for a task. The notifications happen in the order specified by the escalation path for the shift.
Notification
On-Call Scheduling sends escalation notifications to members of a shift. Notification methods include email, voice, Slack, SMS, Microsoft Teams, and mobile push.
Holidays and time off
Roster members can request time off. Managers can plan for and manage holidays and requests for time off.
Parent Topic:Reference for on-call scheduling
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