Operations | Monitoring | ITSM | DevOps | Cloud

On December 4th, 2025, we discovered an issue where the person shown as on-call on the dashboard didn’t match who was scheduled in the calendar. When we started investigating, we learnt that this only affected schedules with weekly rotations or weekly layers combined with custom timings.

Today, we are introducing some new on-call features: Add Gaps to on-call, Scheduled Layers, Handoff Days, and more. Flexibility in on-call schedules has been the single focus point in this release. These features give you much finer control over when people are on-call, how handoffs work, and what your schedule looks like around holidays and time off.

When your team shares one support number, someone has to decide who gets the calls when customers need help after hours. And if your team rotates on-call responsibilities weekly, which is common in IT (SRE, DevOps, ITOps, etc), clinical and field engineering teams, you’ve probably relied on manual call forwarding at some point. On paper, it seems straightforward: update the forwarding number each week to point to the person who’s on call. In practice? It often turns into a scramble.

OpsGenie is shutting down. And Atlassian recommends migrating to Jira Service Management (JSM). But if you’re not sure JSM is the right fit for your team’s on-call management needs, this review will help you decide. I signed up for JSM and put it through real-world testing. I created on-call schedules, rotations, and overrides. Then, I reviewed JSM’s on-call management across 4 key criteria. For each criterion, I shared what I liked and what I didn’t.

When your company has multiple offices or operational sites – whether that’s across the U.S. or around the world – getting alerts to the right team isn’t as easy as just checking who’s on duty. Events can come from a wide range of sources tied to different physical locations, time zones, or even separate departments, and not every alert is meant for every team. Let’s say your company has operations in New York, Dallas, and San Francisco.

Being on-call is one of the toughest responsibilities in IT. Engineers must be ready to respond at any hour, often balancing the stress of urgent incidents with everyday operations. But nothing drains energy faster than duplicate alerts. When one problem triggers dozens of notifications across different devices or monitoring tools, on-call teams spend valuable time sifting through noise instead of resolving the real issue.

Providing continuous, high-quality care takes more than clinical expertise—it depends on well-designed physician on call schedules that balance patient safety, physician wellness, and operational efficiency. Whether you manage a residency program or a multi-specialty group, creating an effective physician call schedule—or a broader provider on call schedule—is critical for 24/7 coverage and clinician well-being.