Scheduling in Service Operations Workspace

---
title: Scheduling in Service Operations Workspace
description: View and manage schedules, shifts and time-off requests.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/service-operations-workspace/scheduling-in-service-operation-workspace.html
release: australia
product: Service Operations Workspace
classification: service-operations-workspace
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [On-Call Scheduling in Service Operations Workspace, Managing IT services in your organization, Service Operations Workspace for ITSM, IT Service Management]
---

# Scheduling in Service Operations Workspace

View and manage schedules, shifts and time-off requests.

**Schedules** menu helps agents view and manage day-to-day work, request time off and propose coverage for absence.

Shift manager can create and manage schedules, shifts, team members, escalation trigger rules and policies for their group. They can also approve or reject time-off requests, and resolve conflicts and gaps for their group. An on-call admin can perform these tasks for any group. \[Omitted image "Scheduling-in-SOW.png"\] Alt text: Schedules page in Service Operations Workspace

<table id="table_myz_3qj_11c"><thead><tr><th>

Field

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Teams field

</td><td>

Displays a list of all the groups that you manage or you are a member of. You can select a group to view all the shifts of that group. You can also enter the group name to execute the search.

</td></tr><tr><td>

**Create shift**

</td><td>

Create a new shift. You can customize the name, start date, end date, occurrences and repetition or use a predefined template.

</td></tr><tr><td>

**Today**

</td><td>

View all the activities for the current day.

</td></tr><tr><td>

Month

</td><td>

Select and jump to a particular month.

</td></tr><tr><td>

Time zone

</td><td>

Select a time zone for the shift.

</td></tr><tr><td>

View

</td><td>

Select either the timeline view or the calendar view from the drop-down list. You must also decide whether you prefer day, week or month view.

</td></tr><tr><td>

General settings

</td><td>

Filters to view:-   Gaps
-   Conflicts
-   Shift members
-   Pending absences
-   Approved absences
-   Draft shifts

</td></tr><tr><td>

Share calendar

</td><td>

To share iCal URL or .ics file with other members and subscribe to a calendar. You can select the preferred shift from the drop-down to go to the subscription page.**Note:** This option is available starting with the Washington DC release. For Vancouver and earlier releases, you have the option to send an email with subscription link.

</td></tr><tr><td>

Shift card

</td><td>

Select a shift or select and hold \(or right-click\) to view shift detail and access:-   Edit shift \(\[Omitted image "edit-icon.png"\] Alt text: Edit shift\)
-   More options \(\[Omitted image "icon-sr-more-actions-vertical.png"\] Alt text: More\)

</td></tr><tr><td>

**Edit shift \(\[Omitted image "edit-icon.png"\] Alt text: Edit shift\)**

</td><td>

-   To view and edit shift details such as start time, date, time zone, and so on.
-   To add, delete and edit the members in a shift. You can also add or delete responder levels and rotation details.
-   To open and edit the escalation policies in team record.

</td></tr><tr><td>

**More options \(\[Omitted image "icon-sr-more-actions-vertical.png"\] Alt text: More\)**

</td><td>

-   To provide coverage
-   To schedule extra time
-   To schedule absence

</td></tr><tr><td>

**Required actions**

</td><td>

Displays a list of upcoming tasks assigned to you.-   For agents, it might be an upcoming shift or absence that they have scheduled.
-   For managers, this might be a list of gaps and conflicts, and time-off requests for upcoming shifts.

</td></tr></tbody>
</table>-   **[Manage your work and schedule absence](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/work-on-a-schedule-in-sow.md)**  
Request absence and provide coverage for a shift. You can also request overtime for a shift.
-   **[Manage shifts in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/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.

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