On-call schedules help ensure work orders and emergencies are routed to the appropriate team members outside of normal property operating hours. Global Admins can create schedules, assign users to coverage tiers, and define rotation rules. Users on an on-call schedule can also request shift coverage when needed. During off-hours, active on-call users automatically appear at the top of the work order assignee list.
Before you Begin
⚠️ Permissions Required: Only Global Admins can create, edit, or delete On-Call Schedules. Users assigned to a schedule can view their shifts and request coverage when needed.
Create an On-call Schedule
Go to Settings → Schedules → On-Call.
Click Add on-call schedule.
Enter a Schedule name.
Click Select properties and choose the properties this schedule covers.
Click Time zone to set the appropriate time zone for the schedule.
Choose the Start Date for your schedule as well as the Shift Handover time.
Set the rotation frequency: Daily, Weekly, Biweekly, or Monthly.
Select the number of tiers. Tier 1 serves as the primary on-call contact, while additional tiers act as backup contacts if the previous tier is unavailable.
Click Next: add users to tier 1 to proceed with creating the schedule.
Select users for tier 1. Tier 1 is your primary on-call contact.
Drag to reorder users within the tier if needed.
Click Next: add users to tier 2 and repeat for each additional tier.
After setting all the tiers, click Create schedule to add the newly created On-call schedule.
Edit a Schedule
All fields are editable after a Schedule is created: name, properties, rotation cycle, tier users, and contact order.
Go to Settings → Schedules → On-Call.
Open the schedule, click the ⋯ menu, and select Edit.
Make your changes and confirm to save.
Delete a Schedule
To delete a Schedule, open it, click the ⋯ menu, and select Delete.
Export schedules
Open your On-call Schedule page from Settings → Schedules → On-Call.
Click the export option to download all schedules as an XLS file.
💡 Note: Exporting schedules generates a single Excel file containing all On-call Schedules in the account. If multiple schedules exist, each schedule will appear on its own worksheet tab.
Request On-call coverage
If you're scheduled to be on call but are unavailable, you can transfer coverage to another eligible team member.
Go to your User Profile -> Schedules -> On-call Schedules.
Click Add on-call cover on the shift you want to hand off. This opens the coverage request form.
Choose the coverage period:
Full period — hands off the entire shift.
Date range — hands off a specific portion of the shift.
Select a replacement user. Only users in the same On-call Schedule are shown.
You have the option to add a Reason, though it is not a required field.
Click Add cover to confirm. The change takes effect immediately and the replacement user is notified.
Cancel a coverage request
Coverage requests can be cancelled by the user who created the request or by an administrator with the appropriate permissions.
Go to your User Profile -> Schedules -> On-call Schedules.
Click Remove on-call cover.
The replacement user is notified when the cancellation is confirmed.
Assign on-call users to a Work Order
When a work order is opened outside your property’s working hours, the assignee list shows your On-call users first. This lets you quickly assign the work order to whoever is On-call.
💡 How On-Call Assignment Works: Working hours are configured in Property Settings. When a work order is created outside of those defined hours, On-call users will automatically appear at the top of the Assignee list.
Click Add work order, or open an existing work order.
Click the Assignee icon.
The Assignee list opens with two groups:
On-call users: the users currently On-call for this property, based on the On-call Schedule. Each user shows their tier badge (Tier 1, Tier 2, and so on).
Other users with access: all other users who have access to the property.
Select one or more users.
Click Submit to save the work order.
If the work order was opened within working hours, the On-call users group does not appear, and the list shows all users as usual.
💡 Note:
The On-call group depends on the time the work order was opened, not the time you assign it.
If a work order is assigned to an On-call user, their tier badge appears in the work order details.
On-call users are not listed again under Other users with access.
FAQ
Who can I select as a replacement?
Only users who are part of the same On-call schedule.
Does the replacement get notified?
Yes — they're notified when they're assigned coverage and again if the coverage is cancelled.
Can I cover part of a shift instead of the full period?
Yes. When requesting coverage, select Date range to specify the exact dates you need covered.
Can I have more than two tiers?
Yes. You can add additional tiers during setup. Each tier acts as a backup in order — if tier 1 is unavailable, tier 2 is contacted, and so on.
Where do I find my upcoming on-call shifts?
Go to your User Profile to view your scheduled On-call shifts.
Why aren't On-Call users appearing in my Work Order?
Verify the following:
The property is assigned to an active On-Call Schedule.
The schedule includes users for the current rotation period.
The work order was created outside the property's configured working hours.
The assigned users still have access to the property.
Related articles
Properly configured On-Call Schedules help ensure after-hours requests are routed to the right team members without interruption. For additional guidance, explore the related articles above. If you need further assistance, our Support Team is always happy to help.