Track and manage your agent's schedule using the ITSM Mobile Agent application

task australia Updated Sep 10, 2026 1 min read approve-reject-requests-configurable-wfo-itsm-mobile.md

Monitor the shifts and schedule of teams within your assignment group using the ITSM Mobile Agent application. You can approve or reject requests for swapping shifts or time off for your agents.

Before you begin

Important: Starting with the Brazil release, Workforce Optimization for ITSM is being prepared for future deprecation. It will be hidden and no longer installed on new instances but will continue to be supported. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.

Role required: sn_shift_planning.admin

Note: If you have notifications enabled, you can approve or reject shift-swap or time-off requests from the notifications without opening the request.

Procedure

Navigate to the ITSM Mobile Agent application.
Monitor your team's schedule.
1. Tap My team.
2. In the Schedule section, click Team Calendar.
3. Tap the day for which you would like to monitor the schedule.
4. Tap a shift for the day to view the details for the shift.
Approve or reject an agent's time off or shift-swap with another agent.
1. Tap My work.
2. Tap Approvals. You can view the pending requests in your queue waiting for approval and also the approvals you have completed and the details for each request.
3. From the Pending list, tap a request to approve.
  - To approve a request, tap Approve. The schedule gets update in the calendar based on the approval.
  - To reject a request, tap Reject. The agent receives a notification when you approve or reject the request.

Parent Topic:Requesting time-off using the ITSM Mobile Agent for Workforce Optimization for ITSM

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---
title: Track and manage your agent's schedule using the ITSM Mobile Agent application
description: Monitor the shifts and schedule of teams within your assignment group using the ITSM Mobile Agent application. You can approve or reject requests for swapping shifts or time off for your agents.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/workforce-optimization-for-it-service-management/approve-reject-requests-configurable-wfo-itsm-mobile.html
release: australia
product: Workforce Optimization for IT Service Management
classification: workforce-optimization-for-it-service-management
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Requesting time-off using the ITSM Mobile Agent, Advanced configurations, Workforce Optimization for ITSM, IT Service Management]
---

# Track and manage your agent's schedule using the ITSM Mobile Agent application

Monitor the shifts and schedule of teams within your assignment group using the ITSM Mobile Agent application. You can approve or reject requests for swapping shifts or time off for your agents.

## Before you begin

**Important:** Starting with the Brazil release, Workforce Optimization for ITSM is being prepared for future deprecation. It will be hidden and no longer installed on new instances but will continue to be supported. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base.

Role required: sn\_shift\_planning.admin

**Note:** If you have notifications enabled, you can approve or reject shift-swap or time-off requests from the notifications without opening the request.

## Procedure

1. Navigate to the ITSM Mobile Agent application.

2. Monitor your team's schedule.

1. Tap **My team**.
2. In the **Schedule** section, click **Team Calendar**.
3. Tap the day for which you would like to monitor the schedule.
4. Tap a shift for the day to view the details for the shift.
3. Approve or reject an agent's time off or shift-swap with another agent.

1. Tap **My work**.
2. Tap **Approvals**. You can view the pending requests in your queue waiting for approval and also the approvals you have completed and the details for each request.
3. From the **Pending** list, tap a request to approve.
- To approve a request, tap **Approve**. The schedule gets update in the calendar based on the approval.
- To reject a request, tap **Reject**.
The agent receives a notification when you approve or reject the request.

**Parent Topic:**[Requesting time-off using the ITSM Mobile Agent for Workforce Optimization for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/configurable-agent-schedule-mobile-wfo-itsm.md)