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Overrides

Updated

An override replaces the scheduled on-call user for a specific time window without changing the underlying rotation. Use overrides for planned absences (PTO, appointments), last-minute swaps, or any situation where coverage for a specific window needs to be handed to someone else. After the override window ends, the original rotation resumes as if nothing changed.

Team leads and admins create overrides directly. Technicians can also swap shifts through the shift marketplace, which uses overrides internally once approved.

Creating a One-Time Override

  1. Go to Schedules and open the schedule you want to modify.
  2. Click Add Override.
  3. In the override form:
    • User — Select the person who will take the shift during the override window.
    • Start time — When the override begins.
    • End time — When the override ends and the original rotation resumes.
    • Reason — A brief note (PTO, sick, swap, etc.). Optional but useful for audit trail.
  4. Click Save.

The override appears on the schedule calendar immediately. The user shown as on-call during that window changes to the override user.

Viewing Active Overrides

Open Schedules and select a schedule. Active and upcoming overrides are shown on the calendar view and listed under the Overrides tab for that schedule. You can also view all overrides across all schedules from the Overrides section in the OnCall navigation.

Editing or Removing an Override

  1. Open the schedule and find the override on the calendar or under Overrides.
  2. Click the override to open it.
  3. Edit the start/end times, the assigned user, or the reason — then save.
  4. To remove the override entirely, click Delete. The original rotation takes over immediately for that window.

Deleting an override does not affect the underlying schedule or rotation.

Shift Marketplace (Team-Initiated Swaps)

For situations where a technician needs to find their own coverage, the shift marketplace provides a structured flow:

  1. Open your upcoming shift in the schedule and click Offer Shift.
  2. Choose to offer to the whole team or request coverage from a specific person.
  3. Teammates see the offer under Shift Marketplace and can claim it.
  4. An admin approves or rejects the claim.
  5. Once approved, an override is automatically created for the swapped window.

The shift marketplace adds an approval step compared to a direct override. Use direct overrides when an admin is creating the change; use the marketplace when a technician is initiating the swap.

FAQ

Does an override affect any other schedules? No. Overrides are scoped to the specific schedule they're created on. The same user can still be on another schedule during the same window.

What happens if an override is created for a time in the past? It is saved but has no practical effect. OnCall uses the current on-call calculation based on the rotation and any overrides in effect at the time of the alert.

Can two overrides cover the same window on the same schedule? OnCall will accept both entries, but only one user will be shown as on-call for any given moment. Check the calendar view to confirm who will actually be on-call.

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