Help Center/ Cloud Operations Center/ User Guide/ Basic Configurations/ Shift Schedule Management/ Overview
Updated on 2026-06-23 GMT+08:00
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Overview

Shift schedule management provides the unified, multi-dimensional, versatile, and customizable personnel scheduling and management capabilities on COC. It is widely used in core scenarios where owners need to be specified, such as service review and service ticket transfer, to ensure accountability and process traceability.

In this module, you can manage various shift scenarios in a unified manner. You can select personnel from personnel management and add them to shifts. This ensures that the designated personnel are promptly and accurately notified in the corresponding time period, facilitating timely response and handling of issues.

  • In this module, you can also configure and query shift personnel.
  • Existing shift schedules can be directly referenced when configuring personnel-related parameters in COC modules such as alarm conversion rules, incidents, automated O&M, notification management, and change ticket management.

Shift Scenarios

A shift scenario indicates a type of shifts. When creating a shift scenario, you need to specify the shift type and dimension. The shift type varies according to your selection.

For example, change ticket review can be defined as a shift scenario, which indicates that this shift is dedicated to change ticket review. The shift type (non-fixed shift or fixed shift) and dimension (application-based shift or global shift) are determined based on your service requirements.

Shift Roles

A shift role is the smallest unit for configuring a shift schedule. Within a single shift scenario, you can define multiple shift roles and assign different on-call personnel to each role.

Taking the earlier change ticket review scenario as an example: if your business process follows a fixed review sequence—Business Owner > SRE > Department Lead—you can configure three corresponding shift roles: Business Owner, SRE, and Department Lead. This allows the system to dynamically assign the appropriate reviewers based on the current on-call roster for each role.

Procedure Description

Shift schedule management process is clear and structured, consisting of the following key steps:

  1. Create a Shift Scenario: Perform initial setup to define the context and scope before creating a shift schedule.
  2. Create Shift Roles: Based on the defined scenario, configure distinct shift roles that reflect the responsibilities within that context.
  3. Create a Shift Schedule: Establish the overall framework and rules for operational on-call duties, ensuring the schedule aligns with business requirements.
  4. Add Personnel to Shifts: Assign specific operations personnel to each role according to the business scenario and operational needs.
Parent Topic: Shift Schedule Management