Approve or reject a shift swap from CSM Agent Workspace

task australia Updated Sep 10, 2026 1 min read approve_reject_shift_swaps.md

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

Before you begin

Important: To access the next generation of the Workforce Optimization for Customer Service application, transition to the Workforce Optimization for Customer Service application that is available from the ServiceNow Store. You can now configure Workforce Optimization for Customer Service using the UI Builder. For more information see, Workforce Optimization for Customer Service.

Role required: sn_shift_planning.agent

Procedure

Navigate to All > Workspace Experience > Workspaces > Agent Workspace Home.
Click the Lists icon.
Go to Approvals > My Approvals.
Select the request you want to approve or reject.
Review the details of the shift swap request and do one of the following:
- To approve the request, click Approve.
- To reject the request, click Reject. If you approve a shift swap, the application moves the request to your manager's approval queue. For more information, refer to Scheduling in Workforce Optimization for Customer Service.

40 lines · 2.3 KB Wrap lines

---
title: Approve or reject a shift swap from CSM Agent Workspace
description: You can approve a shift swap requested by your peer if you are available to work for that time period. You can reject it if you are unable to work then.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/approve\_reject\_shift\_swaps.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Workforce Optimization for CSM Agent Workspace, Workforce Optimization for Customer Service, Agent management, Use, Customer Service Management]
---

# Approve or reject a shift swap from CSM Agent Workspace

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

## Before you begin

**Important:** To access the next generation of the Workforce Optimization for Customer Service application, transition to the Workforce Optimization for Customer Service application that is available from the ServiceNow Store. You can now configure Workforce Optimization for Customer Service using the [UI Builder](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/application-development/ui-builder-overview.md). For more information see, [Workforce Optimization for Customer Service](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/configurable-wfo-cs.md).

Role required: sn\_shift\_planning.agent

## Procedure

1. Navigate to **All** &gt; **Workspace Experience** &gt; **Workspaces** &gt; **Agent Workspace Home**.

2. Click the Lists icon.

3. Go to **Approvals** &gt; **My Approvals**.

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

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

- To approve the request, click **Approve**.
- To reject the request, click **Reject**.
If you approve a shift swap, the application moves the request to your manager's approval queue. For more information, refer to [Scheduling in Workforce Optimization for Customer Service](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/scheduling-configurable-wfo-cs.md).