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.
On-Call Scheduling: Create new On-Call Schedule is creating duplicate schedule entry (cmn_schedule_span) records when inserting the schedule (cmn_schedule) record - Support and Troubleshooting
  • >
  • Knowledge Base
  • >
  • Support and Troubleshooting (Knowledge Base)
  • >
  • On-Call Scheduling: Create new On-Call Schedule is creating duplicate schedule entry (cmn_schedule_span) records when inserting the schedule (cmn_schedule) record
KB0824078

On-Call Scheduling: Create new On-Call Schedule is creating duplicate schedule entry (cmn_schedule_span) records when inserting the schedule (cmn_schedule) record


1163 Views Last updated : Apr 8, 2024 public Copy Permalink
KB Summary by Now Assist

Issue

On-Call Scheduling: Create new On-Call Schedule is creating duplicate schedule entry (cmn_schedule_span) records when inserting the schedule (cmn_schedule) record When creating a new on-call schedule, the first step is to define the shift in the wizard. After doing so and hitting 'Next Step', the cmn_schedule record is inserted and displayed in calendar view -- additionally, 4 child cmn_schedule_span records are created automatically. It is expected that only 1 child cmn_schedule_span record would be created automatically. 

Resolution

The behavior seen is due to the updates made to the '24x7' schedule. Notice there are four schedule entries found in the 'Schedule entries' related list.

Out of box, this schedule only has one schedule entry, in this example there are four schedule entries. This is why the behavior is seen. Also, if you try creating a new schedule and select the other available schedules in the 'Schedule' drop down option, you can see this behavior is not being seen. This is specific to the 24x7 due to the additional schedule entries which are customer created. The solution is to remove the three schedule entries created by the internal user. 


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.