Introduction

A roster is a list of scheduled duties for organization users.

Permissions

The following permissions are required to view rosters:

Type of userCategoryPermission TypePermission Value
SP/MSPAlertsAlertsView
ClientAccount AdministrationAdministrationAdministration
AlertsAlertsView

Any one of the following permissions is required to manage (add, update, or remove) rosters:

CategoryPermission TypePermission Value
ALERTSAlertsManage
TICKETSIncidentManage
TICKETSService DeskManage

Create a Roster

Follow these steps to create a roster:

  1. Navigate to Setup > Account. The Account Details page is displayed.

  2. Click the Users and Permissions tile on the Account Details page. The Permission Sets page is displayed.

  3. Click the ROSTERS tile.

  4. Click +ADD. The Roster Details page is displayed.

  5. Provide the following information in the fields:

    PropertyDescription
    Roster NameName of the roster
    Time ZoneRoster time zone
    DescriptionA description of the roster

  6. Click +ADD under SHIFTS. A slide-out appears.
    Provide the following information to add Shift details:

    PropertyDescription
    Shift NameRoster shift name
    Schedule DetailsSelect the required schedule recurrence:
    • One-time
    • Daily
    • Weekly
    • Monthly
    Start TimeSelect Start date and time in hours and minutes.
    End TimeSelect End date and time in hours and minutes.
    UsersUsers assigned to the shift.
    • Select a user(s) from the Users dropdown.
    To select all the users, click Select All.
    GroupsIf you want the user groups to be roster members and if user groups are defined:
    • Select a user group(s) from the Groups dropdown.
    To select all the user groups, click Select All.

  7. Click Done. The Shift is created and displayed.

Shift is created
  1. Click Save. The roster is created and displayed in the list, on the Rosters page.

You can perform the following actions after creating a roster:

ActionProcedure/Description
SearchTo search for a roster:
  1. Click the search icon on the Rosters page.
  2. Type the roster name in the search box.
    The search result is displayed.
View and UpdateTo view the details of a roster, click the roster name.
To update a roster:
  1. Search for the roster and click the roster name.
  2. Make the necessary changes.
  3. Click Save.
    The Roster is updated.
RemoveTo remove a roster:
  1. Search for the roster.
  2. Click the action menu (three dots) that appears when you hover over the roster name, and click Remove.
  3. From the confirmation dialog box, click Remove to delete the roster.

You can view the number of rosters on the Users and Permissions tile on the ACCOUNT DETAILS page.

Shifts View

Shifts configured in a roster can be viewed and managed using a combined calendar and grid experience, allowing users to switch between a time‑based visual view and a detail‑oriented list view depending on their needs.

In the calendar view, shifts are displayed on a horizontal timeline:

  • Each row represents a shift.
  • This view helps users visually verify shift coverage, identify overlaps, and detect gaps across the day.
  • Use the three‑dot (⋮) action menu next to a shift to view details, create a copy, or remove the shift.

In the grid (list) view, shifts are displayed in a tabular format showing detailed information for each shift, including:

  • Shift Name
  • Schedule Details (recurrence type with start and end dates/times)
  • Users. If more than four users are assigned to a shift, the grid displays a +more indicator. Hover on the +more displays the complete list of assigned users or groups.
  • User Groups