Manage shifts in Service Operations Workspace

task australia Updated Sep 10, 2026 1 min read manage-shifts-in-service-operation-workspace.md

Accept or reject absence requests, resolve gaps and conflicts by providing coverage and scheduling extra time for a shift.

Before you begin

Get an overview of how to manage shifts in this video.[Omitted video] Description: Manage shifts

Role required: rota_manager, rota_admin

Procedure

Navigate to Workspaces > Service Operation Workspace.
Select the Schedule icon to view all the absence requests, gaps and conflicts in a shift.

All the absence requests are displayed in the Required actions section.
Select Approve or Reject and confirm the same when prompted.
For gaps or conflicts, select the shift card and select [Omitted image "icon-sr-more-actions-vertical.png"] Alt text: More icon or select and hold (or right-click) a shift card.
Select Provide coverage to replace a member of the shift.

Provide the following details and select Provide coverage:
- Member: name of the member
- Start
- End [Omitted image "provice_coverage_sow.png"] Alt text: Provide coverage
Select Schedule extra time to work for extended hours and provide the following details:
- Start
- End Select Schedule extra time.
[Omitted image "schedule_extra_time_sow.png"] Alt text: schedule extra time
Select and hold (or right-click) a shift card and select Delete absence to remove the approved absence request from the calendar.

Parent Topic:Scheduling in Service Operations Workspace

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---
title: Manage shifts in Service Operations Workspace
description: Accept or reject absence requests, resolve gaps and conflicts by providing coverage and scheduling extra time for a shift.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/service-operations-workspace/manage-shifts-in-service-operation-workspace.html
release: australia
product: Service Operations Workspace
classification: service-operations-workspace
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Scheduling in Service Operations Workspace, On-Call Scheduling in Service Operations Workspace, Managing IT services in your organization, Service Operations Workspace for ITSM, IT Service Management]
---

# Manage shifts in Service Operations Workspace

Accept or reject absence requests, resolve gaps and conflicts by providing coverage and scheduling extra time for a shift.

## Before you begin

Get an overview of how to manage shifts in this video.\[Omitted video\] Description: Manage shifts

Role required: rota\_manager, rota\_admin

## Procedure

1. Navigate to **Workspaces** &gt; **Service Operation Workspace**.

2. Select the **Schedule** icon to view all the absence requests, gaps and conflicts in a shift.

All the absence requests are displayed in the **Required actions** section.

3. Select **Approve** or **Reject** and confirm the same when prompted.

4. For gaps or conflicts, select the shift card and select \[Omitted image "icon-sr-more-actions-vertical.png"\] Alt text: More icon or select and hold \(or right-click\) a shift card.

5. Select **Provide coverage** to replace a member of the shift.

Provide the following details and select **Provide coverage**:

- Member: name of the member
- Start
- End
\[Omitted image "provice\_coverage\_sow.png"\] Alt text: Provide coverage

6. Select **Schedule extra time** to work for extended hours and provide the following details:

- Start
- End
Select **Schedule extra time**.

\[Omitted image "schedule\_extra\_time\_sow.png"\] Alt text: schedule extra time

7. Select and hold \(or right-click\) a shift card and select **Delete absence** to remove the approved absence request from the calendar.

**Parent Topic:**[Scheduling in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/scheduling-in-service-operation-workspace.md)