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Override an on-call schedule

The feature described in this article is currently rolling out to some Jira Service Management Cloud customers. It may not yet be visible or available on your site.

In Jira Service Management, schedule overrides are a solution for handling situations when on-call users are unavailable, such as during vacations, shift swaps, or other instances where they cannot respond to alerts. Overrides allow a specified user to temporarily take over the on-call responsibilities for a certain time period, ensuring that alert response duties are still covered.

Both users and admins have the ability to create schedule overrides, with admins also able to create them on behalf of users. Additionally, the "No one" option can be selected when adding an override, leaving no one on-call for the chosen rotations during the configured time range.

There are a few ways to add an override;

Use the “Override” button

  1. Select On-call from your operations in Jira Service Management or the Home screen on Jira Cloud mobile app.

  2. Scroll down to Schedules and select the Add override button.

  3. Select a timezone. The default timezone shown is the timezone of the schedule. If you choose a different timezone, your changes will be applied, but they will be displayed in the schedule's timezone.

  4. Select the override start and end times.

  5. If there are multiple rotations, select the rotation to which you would like to apply the override. You can choose All rotations to apply the override to all rotations.

  6. Select the participant who will override the rotation in the selected times.

  7. When done, select Override to save.

Use the “Take on-call” button

This option is great for an urgent situation, allowing you to override the on-call for an hour, effective immediately.,

  1. Select On-call from your operations in Jira Service Management or the Home screen on Jira Cloud mobile app.

  2. Scroll down to Schedules and select the Take on-call button.

  3. Review the confirmation modal, informing you that you’ll be taking the on-call for an hour, and select Override.

Override a shift

If you know the exact shift you want to override, you can do it from the shift’s detail.

  1. Select On-call from your operations in Jira Service Management or the Home screen on Jira Cloud mobile app.

  2. Scroll down to Schedules and select a shift.

  3. From the shift details, select Override.

  4. By default, we’ll swap you with the shift participant. If you wish to override for a different duration, or override with a different user, select Edit details.

  5. Select a timezone. The default timezone shown is the timezone of the schedule. If you choose a different timezone, your changes will be applied, but they will be displayed in the schedule's timezone.

  6. Select the override start and end times.

  7. Select the participant who will override the rotation in the selected times.

  8. Select Save.

Override multiple shifts

  1. Select On-call from your operations in Jira Service Management or the Home screen on Jira Cloud mobile app.

  2. Scroll down to Schedules and select a shift.

  3. On the rotation, select the shifts that you want to override.

  4. Select Override.

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