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Service Operations Workspace - Scheduling › Workforce Optimization for ITSM in the Service Operations Workspace › Optimizing IT services in your organization › Service Operations Workspace for ITSM › IT Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Approve or reject a shift-swap in Service Operations Workspace

You can approve a shift swap requested by your peer if you're available to work for that time period. You can reject it if you're unable to work then.

Before you begin

Role required: sn_shift_planning.agent

Procedure

  1. Navigate to Workspaces > Service Operations Workspace.

  2. Select the Schedule (

Image omitted: sow-schedule-icon.png
No alternative text supplied

) icon.

  1. Select the Shift Approvals tab.

  2. Select the request you want to approve or reject.

  3. Review the details of the shift swap request and do one of the following:

    • To approve the request, select Approve.
    • To reject the request, select Reject. If you approve a shift-swap, the application moves the request to your manager's approval queue. For more information, go to Track and manage your teams' schedule.

Parent Topic:Service Operations Workspace - Scheduling