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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The frequency of these shifts can be assigned as weekly, daily, or custom. The selected frequency determines how the participants rotate within the defined durations. Whether it's a daily rotation, weekly rotation, or a custom rotation pattern, Jira Service Management ensures that participants are assigned on-call duties based on the specified duration and frequency.
All on-call schedules
All users can check their on-call status from their Your Work page. The On-Call Schedules widget on this page displays your current on-call status, whether you're part of one or multiple teams. If you belong to multiple teams or want to view other teams' on-call schedules without navigating to their operations, select View All from the on-call schedules widget.
Your shifts
This section offers a consolidated view of all your shifts at a glance. You may have multiple on-call duties across various teams, and the calendar will display all your shifts for the selected time period. Similar to your team's on-call page, Jira Service Management updates the schedule whenever you change the period range to ensure you're viewing the most current version of your shifts. If your shift starts or ends outside the selected period, you may need to switch to the next or previous periods to see the exact shift duration. Nevertheless, you can access all the rotations and schedules you're assigned to.
All on-call schedules
In this section, you can search for all schedules within your organization, categorized by teams and people. This allows you to easily identify who is on-call for specific teams and rotations at any given time. You can expand to view the schedule details or visit the team's page or operations page by selecting the team's name.