What is on-call scheduling?
On-call scheduling lets you define which team members are available to respond outside of regular property hours. Global admins set up schedules and assign users to tiers. Users on the schedule can request coverage when they can't take a shift. During off-hours, on-call users appear automatically at the top of the assignee list in work orders.
You can find On-Call under Account Settings → Schedules → On-Call.
Create an on-call schedule
Global admins only.
Go to Account Settings → Schedules → On-Call.
Click Add on-call schedule.
Enter a Schedule name.
Click Select properties and choose the properties this schedule covers.
Set the rotation frequency: Daily, Weekly, Biweekly, or Monthly.
Select the number of tiers.
Set the start date.
Click Next: add users to tier 1.
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. Each tier acts as a backup if the previous tier is unavailable.
Click Create schedule.
Edit or delete a schedule
All fields are editable after a schedule is created: name, properties, rotation cycle, tier users, and contact order.
Go to Account Settings → Schedules → On-Call.
Open the schedule, click the ⋯ menu, and select Edit.
Make your changes and confirm to save.
To delete a schedule, open it, click the ⋯ menu, and select Delete.
Available for Global admins only.
Export a schedule
Open the schedule from Account Settings → Schedules → On-Call.
Click the export option to download the schedule as an XLS file.
Request on-call coverage
If you can't cover an upcoming shift, you can request a replacement.
Go to your User Profile and open your upcoming on-call shifts.
Click Need coverage 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.
Add a reason.
Click Add cover to confirm. The change takes effect immediately and the replacement user is notified.
Available to users assigned to an on-call schedule.
Cancel a coverage request
The original user or an admin/manager can cancel a coverage request.
Open the coverage request.
Click Remove cover.
The replacement user is notified when the cancellation is confirmed.
On-call users in work orders
Outside of property hours, on-call users appear at the top of the assignee dropdown in work orders, grouped under On-call users with their tier badge displayed.
If a work order is already assigned to an on-call user, their tier badge appears in the work order details.
On-call users are not duplicated in the All users section of the dropdown.
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.