Skip to page contentSkip to chat
ServiceNow support
    • Community
      Ask questions, give advice, and connect with fellow ServiceNow professionals.
      Developer
      Build, test, and deploy applications
      Documentation
      Find detailed information about ServiceNow products, apps, features, and releases.
      Impact
      Accelerate ROI and amplify your expertise.
      Learning
      Build skills with instructor-led and online training.
      Partner
      Grow your business with promotions, news, and marketing tools
      ServiceNow
      Learn about ServiceNow products & solutions.
      Store
      Download certified apps and integrations that complement ServiceNow.
      Support
      Manage your instances, access self-help, and get technical support.
Can't change the Based-On field in an On-Call Schedule - Support and Troubleshooting
  • >
  • Knowledge Base
  • >
  • Support and Troubleshooting (Knowledge Base)
  • >
  • Can't change the Based-On field in an On-Call Schedule
KB0714351

Can't change the Based-On field in an On-Call Schedule


488 Views Last updated : Jul 24, 2025 public Copy Permalink
KB Summary by Now Assist

Issue

Users are unable to change the Based-On field in an On-Call Schedule.


Steps to Reproduce:

  1. Navigate to On-call scheduling and open any group schedule.
  2. Change the Schedule field under the Rota record.
  3. Save.


Release

All releases.

Cause

When we create a rota using an existing schedule in wizard, the 'Based on' field value will be stamped. It won't change and continues to have the original template that was used for creating the rota. 

The 'based_on' field will stamp and store the default Schedule user selected while creating ROTA using the existing schedule in wizard.

On changing the schedule under the ROTA record, this will not be updating the 'based_on' field as it is only a stamped field storing the initial attached schedule value.

This field is by default read-only for customers.

Resolution

This is the expected behavior by design and the 'Based on' field value is used to stamp the value of the schedule selected by the user when he is creating the rota using an existing schedule in the wizard.

  • The "Based_on" field is a stamped field which will store the default Schedule the user selected while creating the ROTA, which will ultimately create a new schedule entry in the [cmn_schedule] table with the same name as the ROTA and the schedule's duration; eg. Workday 9:00 - 5:00 or Workday 9:00 - 5:00 or 24 x 7, etc.
  • When changing the schedule under the ROTA record, will not update the 'based_on' field as it is only a stamped field which stores the initial attached schedule value. This field is by default read-only.
  • When we create a rota using an existing schedule in the wizard, the "Based on" field value will be stamped.
  • It won't change for other cases. It continues to have the original template that was used for creating the ROTA.
  • This field is used as a reference for which schedule was originally used to create the ROTA.

Related Links

More details can be found on our product documentation:

On-call scheduling


The world works with ServiceNow.

Sign in for more! There's more content available only to authenticated users Sign in for more!
Did this KB article help you?
Did this KB article help you?

How would you rate your Now Support digital experience?

*

Very unsatisfied

Unsatisfied

Neutral

Satisfied

Very satisfied

Very unsatisfied

Unsatisfied

Neutral

Satisfied

Very satisfied

What can we improve? Please select all that apply.

What are we doing well? Please select all that apply.

Tell us more

*

Do you expect a response from this feedback?

  • Terms and conditions
  • Privacy statement
  • GDPR
  • Cookie policy
  • © 2025 ServiceNow. All rights reserved.