On-call schedule management in Jira Service Management is an essential aspect of the response process and it helps you ensure that the right team members are available to respond to alerts when required.
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As you define rotations and their parameters, Jira Service Management automatically calculates and displays who will be on-call and when , giving you a clear overview of your team's on-call responsibilities.
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Base: This is where the initial planning of the schedule is visible. It represents the original intended shifts and participants.
Overrides: This layer reflects the changes made to the base layer by overrides. When overrides occur, such as shift swaps or substitutions, the Overrides layer captures these modifications. Learn how to override an on-call schedule.
Final: The Final layer, displays the actualized on-call coverage. It showcases the historical records of who was actually on-call during specific time periods, accounting for any overrides or adjustments made over time.
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Rotations are groups of shifts who that take turns handling the on-call, following the same cycle, ensuring fair distribution and rotation of on-call duties. Multiple rotations with different participants, rotation durations, and time intervals can be defined within a schedule. Each rotation has a designated start date, while the end date is optional, allowing for flexibility in scheduling. When an alert is escalated through a schedule, all on-call users from different rotations are notified.
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