Cannot override oncall schedule

[Stephen Gregory]

I am the owner of a project in JIRA and am able to create oncall schedules. However, despite the documentation saying so, I am currently unable to add overrides to the schedule I created, even if the nominated person is a team member and/or they are part of the schedule(although I don't want them to be, this is an adhoc arrangement). It's not that the option is not there, I simply cannot select the user. Please advise

[Mona Singh]

Hi Stephen,

Thanks so much for reaching out to the community!

It sounds like you’re encountering adding overrides to your on-call schedule in Jira, even though you’re the project owner and the documentation suggests you should be able to do so. Let’s walk through some key points and practical steps to help you get this working:

Who Can Be Assigned an Override?

• Team Membership:
  The user you want to assign as an override must be a member of the team associated with the on-call schedule. If they’re not already on the team, you’ll need to add them first.

• Schedule Membership:
  In most cases, the user also needs to be part of the on-call schedule itself—even if only temporarily. This is a common requirement for the override feature to work, even for ad-hoc arrangements.

How to Add an Override for an Ad-hoc User

If you want to assign an override to someone who isn’t part of the regular rotation, here’s what you can do:

1. Add the user to the team (if they aren’t already).

2. Add the user to the on-call schedule (even if just for the duration of the override).

3. Create the override for the desired time period.

4. After the override ends, you can remove the user from the schedule if you don’t want them in the regular rotation.

You can find more details in the Atlassian documentation here:
👉 https://support.atlassian.com/jira-service-management-cloud/docs/add-overrides-to-on-call-schedules/

Troubleshooting Tip

If you’re seeing “No Options” when trying to add the override, try typing the user’s name directly into the “Override Shift participant with” field. Their name should appear—select it and save your changes.

Here’s a quick screen recording showing how this can be done:
🎥 Screen Recording Example

Still Stuck?

If you’ve tried all the above and still can’t add the override—even though all requirements are met—I recommend raising a support ticket with Atlassian. Be sure to include screenshots and details of the steps you’ve taken so far, and the support team can investigate further:
🔗 Atlassian Support

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Hope this helps! If you have any more questions or want to share your experience, feel free to reply here, the community is always happy to help.

Regards,
Mona Singh
Atlassian Support Engineer