{"source_id":"visitt-14791155","company":"Visitt","kind":"documentation","category":"documentation","title":"Set up and manage on-call schedules | Visitt - Help Center","url":"https://help.visitt.io/en/articles/14791155-set-up-and-manage-on-call-schedules","body":"[Skip to main content](https://help.visitt.io/en/articles/14791155-set-up-and-manage-on-call-schedules#main-content)\n\n# Set up and manage on-call schedules\n\nLearn how to create on-call schedules, manage coverage requests, and assign on-call users in work orders.\n\nWritten by Zach Kahan\nMay 26, 2026\n\nTable of contents\n\n[What is on-call scheduling?](https://help.visitt.io/en/articles/14791155-set-up-and-manage-on-call-schedules#h_8034dd44e1)[Create an on-call schedule](https://help.visitt.io/en/articles/14791155-set-up-and-manage-on-call-schedules#h_92b1349bc1)[Edit or delete a schedule](https://help.visitt.io/en/articles/14791155-set-up-and-manage-on-call-schedules#h_2fa48ba99f)[Export a schedule](https://help.visitt.io/en/articles/14791155-set-up-and-manage-on-call-schedules#h_2b175c9c08)[Request on-call coverage](https://help.visitt.io/en/articles/14791155-set-up-and-manage-on-call-schedules#h_d27c1a2a61)[Cancel a coverage request](https://help.visitt.io/en/articles/14791155-set-up-and-manage-on-call-schedules#h_84997f3290)[On-call users in work orders](https://help.visitt.io/en/articles/14791155-set-up-and-manage-on-call-schedules#h_bde2a72ed8)[FAQ](https://help.visitt.io/en/articles/14791155-set-up-and-manage-on-call-schedules#h_d8d0c9e459)[Related articles](https://help.visitt.io/en/articles/14791155-set-up-and-manage-on-call-schedules#h_f38db85b16)\n\n* * *\n\n# What is on-call scheduling?\n\nOn-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](https://intercom.help/Visitt/en/articles/9085055-how-to-create-a-work-order).\n\n​\n\nYou can find On-Call under **Account Settings → Schedules → On-Call**.\n\n* * *\n\n# Create an on-call schedule\n\n_Global admins only._\n\n01. Go to **Account Settings → Schedules → On-Call**.\n\n02. Click **Add on-call schedule**.\n\n    ​\n\n    ![Add New On-Call Schedule](https://downloads.intercomcdn.com/i/o/ymv0iawf/2388792208/4d03c1335ffa5164e365d9a216d0/quickguiddeScreenshots-2Fw5GST0RgQZNmshD8n5wOetgE2et2-2FbrgXBNRMyVtJYGLW2ZGefj-2Fn38hvWNEZemt4Aammvpj9i_doc.png?expires=1791207900&signature=a17bc4b2331758816855eb97fca3703acef2611557add8b8965f1ef3fea75904&req=diMvHs53n4NfUfMW1HO4zX3u9pYmsauGFkTlj3wc1y3YK8s1vPqSHVs9tac%2B%0AFlVw%0A)\n\n03. Enter a **Schedule name**.\n\n04. Click **Select properties** and choose the properties this schedule covers.\n\n05. Set the **rotation frequency**: Daily, Weekly, Biweekly, or Monthly.\n\n06. Select the **number of tiers**.\n\n07. Set the **start date**.\n\n08. Click **Next: add users to tier 1**.\n\n    ​\n\n    ![Proceed to Tier 1 Users](https://downloads.intercomcdn.com/i/o/ymv0iawf/2388800203/ab8069485e98753fefe9b6eced9a/quickguiddeScreenshots-2Fw5GST0RgQZNmshD8n5wOetgE2et2-2FbrgXBNRMyVtJYGLW2ZGefj-2Fnu6UUCQnTQxvbtQJTFZZCU_doc.png?expires=1791207900&signature=1f4ec8460c79ff49e0a3ff19c7f2617fea0b5225d45e5caa0ca3ab557ba98049&req=diMvHsF%2BnYNfWvMW1HO4zYmVeRVhuh%2BnqATCZHTSBxIITEPbOgRnjYShaJ0Y%0A48%2Ft%0A)\n\n09. Select users for tier 1. Tier 1 is your primary on-call contact.\n\n10. Drag to reorder users within the tier if needed.\n\n11. 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.\n\n    ​\n\n    ![Proceed to Tier 2 Users](https://downloads.intercomcdn.com/i/o/ymv0iawf/2388804916/e380874aaddc297e2a05bcdd7bc5/quickguiddeScreenshots-2Fw5GST0RgQZNmshD8n5wOetgE2et2-2FbrgXBNRMyVtJYGLW2ZGefj-2F1hSLBZ1unYefbnaddasaMR_doc.png?expires=1791207900&signature=d0d4e26db56729538be87d30c8b8441a6702341b21d3b814e1702cb257a30847&req=diMvHsF%2BmYheX%2FMW1HO4zZUaVYdZwqbLUmCwl62kekNvd2Ilezr03Ofx8vZT%0ADYV0%0A)\n\n    ​\n\n12. Click **Create schedule**.\n\n    ​\n\n    ![Finalize Schedule Creation](https://downloads.intercomcdn.com/i/o/ymv0iawf/2388807541/ff77b30fe7390f63bb29ce79f0f9/quickguiddeScreenshots-2Fw5GST0RgQZNmshD8n5wOetgE2et2-2FbrgXBNRMyVtJYGLW2ZGefj-2FsVLEnNT5d7gZKuLkAGHimm_doc.png?expires=1791207900&signature=fe8646889b35ced57bd95f72ebe40acf562161bd460c6aa285a16e50f01b6602&req=diMvHsF%2BmoRbWPMW1HO4zW8U3BnWIRKan9IQp4IGAqWNpLDdUFw2rL1y78Ol%0Ax1eU%0A)\n\n* * *\n\n# Edit or delete a schedule\n\nAll fields are editable after a schedule is created: name, properties, rotation cycle, tier users, and contact order.\n\n1. Go to **Account Settings → Schedules → On-Call**.\n\n2. Open the schedule, click the **⋯** menu, and select **Edit**.\n\n3. Make your changes and confirm to save.\n\nTo delete a schedule, open it, click the **⋯** menu, and select **Delete**.\n\n_Available for Global admins only._\n\n* * *\n\n# Export a schedule\n\n1. Open the schedule from **Account Settings → Schedules → On-Call**.\n\n2. Click the export option to download the schedule as an XLS file.\n\n* * *\n\n# Request on-call coverage\n\nIf you can't cover an upcoming shift, you can request a replacement.\n\n1. Go to your **[User Profile](http://help.visitt.io/en/articles/9821433-adjusting-my-profile-settings)** and open your upcoming on-call shifts.\n\n2. Click **Need coverage** on the shift you want to hand off. This opens the coverage request form.\n\n3. Choose the coverage period:\n\n   - **Full period** — hands off the entire shift.\n\n   - **Date range** — hands off a specific portion of the shift.\n\n4. Select a replacement user. Only users in the same on-call schedule are shown.\n\n5. Add a reason.\n\n6. Click **Add cover** to confirm. The change takes effect immediately and the replacement user is notified.\n\n​\n\n![Add Another On-Call Cover](https://downloads.intercomcdn.com/i/o/ymv0iawf/2394366712/87cd27cb3467fb325d4eacf199af/quickguiddeScreenshots-2FujsJ2zJpZsSFzQPHZGDPKOzzrJB2-2FmAB589M6b1QPq7DG4aQwu6-2FwdoNUM15oXmxjXv44z9ckt_doc.png?expires=1791207900&signature=fe01638f964a5fd28a90737af4577eacc92f1249e083c191ef67adb5c2b39821&req=diMuEsp4m4ZeW%2FMW1HO4zRi69VDk7FtUyDsAlFLYfknFpRASCQ5V23DQJvKM%0AkTno%0A)\n\n​\n\n![Enter Cover Reason](https://downloads.intercomcdn.com/i/o/ymv0iawf/2388838035/572eeb808207f2af21b2e0e634e3/quickguiddeScreenshots-2Fw5GST0RgQZNmshD8n5wOetgE2et2-2FbrgXBNRMyVtJYGLW2ZGefj-2FrhHGegUMd6AMShoD1NfmuW_doc.png?expires=1791207900&signature=ca0e3c0cb33bc5b479571f0db348c4cac36b841d113fea50df7d5787a3d7f06b&req=diMvHsF9lYFcXPMW1HO4zcqRipgLR%2Fh2v12Yocw%2FCDikbLezIfXAkjjSrRWU%0AXZVN%0A)\n\n_Available to users assigned to an on-call schedule._\n\n* * *\n\n# Cancel a coverage request\n\nThe original user or an admin/manager can cancel a coverage request.\n\n1. Open the coverage request.\n\n2. Click **Remove cover**.\n\n​\n\n![Remove On-Call Cover](https://downloads.intercomcdn.com/i/o/ymv0iawf/2394367797/57c5ea1e02f82fe28bca1c4a76f8/quickguiddeScreenshots-2FujsJ2zJpZsSFzQPHZGDPKOzzrJB2-2FmAB589M6b1QPq7DG4aQwu6-2FiW9eKisAciZG1iUxjndXSL_doc.png?expires=1791207900&signature=7ab60f76db84abb734325849d3bbf7120a25006036493bb72748a51180c0afbb&req=diMuEsp4moZWXvMW1HO4zWYi2J7G7%2BY0FA9k7kDZCLcR4w1GWwv77FHIAUns%0AU5%2Fa%0A)\n\nThe replacement user is notified when the cancellation is confirmed.\n\n* * *\n\n# On-call users in work orders\n\nOutside 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.\n\n- If a work order is already assigned to an on-call user, their tier badge appears in the work order details.\n\n- On-call users are not duplicated in the **All users** section of the dropdown.\n\n* * *\n\n# FAQ\n\n**Who can I select as a replacement?**\n\nOnly users who are part of the same on-call schedule.\n\n​\n\n**Does the replacement get notified?**\n\nYes — they're notified when they're assigned coverage and again if the coverage is cancelled.\n\n​\n\n**Can I cover part of a shift instead of the full period?**\n\nYes. When requesting coverage, select **Date range** to specify the exact dates you need covered.\n\n​\n\n**Can I have more than two tiers?**\n\nYes. 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.\n\n​\n\n**Where do I find my upcoming on-call shifts?**\n\nGo to your **User Profile** to view your scheduled on-call shifts.\n\n* * *\n\n# Related articles\n\n- [User Roles and Permissions in Visitt](http://help.visitt.io/en/articles/12442937-user-roles-and-permissions-in-visitt)\n\n- [How to view and complete your work orders](http://help.visitt.io/en/articles/9503089-how-to-view-and-complete-your-work-orders)\n\n- [Access and Navigate Settings](http://help.visitt.io/en/articles/15000607-access-and-navigate-settings)\n\n* * *\n\n* * *\n\nRelated Articles\n\n- [How to Set Work Order Automations](http://help.visitt.io/en/articles/9000597-how-to-set-work-order-automations)\n- [How to Create Recurring Work Orders](http://help.visitt.io/en/articles/13362516-how-to-create-recurring-work-orders)\n- [Out of Office settings](http://help.visitt.io/en/articles/14817343-out-of-office-settings)\n- [Set Up Primary Properties](http://help.visitt.io/en/articles/16186917-set-up-primary-properties)\n- [Visitt+ Work Orders: Create and track requests](http://help.visitt.io/en/articles/16297490-visitt-work-orders-create-and-track-requests)\n\nDid this answer your question?\n\nDisappointed Reaction😞Neutral Reaction😐Smiley Reaction😃\n\nTable of contents\n\n[What is on-call scheduling?](https://help.visitt.io/en/articles/14791155-set-up-and-manage-on-call-schedules#h_8034dd44e1)[Create an on-call schedule](https://help.visitt.io/en/articles/14791155-set-up-and-manage-on-call-schedules#h_92b1349bc1)[Edit or delete a schedule](https://help.visitt.io/en/articles/14791155-set-up-and-manage-on-call-schedules#h_2fa48ba99f)[Export a schedule](https://help.visitt.io/en/articles/14791155-set-up-and-manage-on-call-schedules#h_2b175c9c08)[Request on-call coverage](https://help.visitt.io/en/articles/14791155-set-up-and-manage-on-call-schedules#h_d27c1a2a61)[Cancel a coverage request](https://help.visitt.io/en/articles/14791155-set-up-and-manage-on-call-schedules#h_84997f3290)[On-call users in work orders](https://help.visitt.io/en/articles/14791155-set-up-and-manage-on-call-schedules#h_bde2a72ed8)[FAQ](https://help.visitt.io/en/articles/14791155-set-up-and-manage-on-call-schedules#h_d8d0c9e459)[Related articles](https://help.visitt.io/en/articles/14791155-set-up-and-manage-on-call-schedules#h_f38db85b16)","capture_id":"7fc326975f7a327e6c2a9ae86b2d645cba67a686848a4fa63a3da9dbed7bf010","captured_at":"2026-10-05T13:13:16.304Z","published_at":null,"indexed_at":"2026-10-05T13:13:16.329Z","truncated":0,"scope_tier":"primary","monitor_reason":"","last_error":"Firecrawl HTTP 402 (payment required: check the provider account credits or 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