Swap your agents' shifts in Workforce Optimization for ITSM

task australia Updated Sep 10, 2026 1 min read swap-agent-shifts-configurable-wfo-itsm.md

Swap an agent's shift in your assignment group with another agent who can work on that shift and skip the approval process.

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

Procedure

Navigate to All > Workforce Optimization for ITSM > Manager Workspace.
Click the Schedule icon ([Omitted image "schedule-icon.png"] Alt text: Schedule icon).
In the Team Calendar tab, navigate and point to the shift for the agent that you want to swap with another agent.
In the shift pop-up window, click the Shift Swap icon ([Omitted image "shift-swap-icon.png"] Alt text: Shift Swap icon).
In the Requested Shift section, click the Agent field and select the agent who can work on that shift.
Click Submit.

The team calendar displays the updated schedule.

Parent Topic:Scheduling your teams' work in Workforce Optimization for ITSM

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---
title: Swap your agents' shifts in Workforce Optimization for ITSM
description: Swap an agent's shift in your assignment group with another agent who can work on that shift and skip the approval process.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/workforce-optimization-for-it-service-management/swap-agent-shifts-configurable-wfo-itsm.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: [Scheduling your teams' work, Scheduling, Workforce Optimization for ITSM, IT Service Management]
---

# Swap your agents' shifts in Workforce Optimization for ITSM

Swap an agent's shift in your assignment group with another agent who can work on that shift and skip the approval process.

## 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

## Procedure

1. Navigate to **All** &gt; **Workforce Optimization for ITSM** &gt; **Manager Workspace**.

2. Click the Schedule icon \(\[Omitted image "schedule-icon.png"\] Alt text: Schedule icon\).

3. In the **Team Calendar** tab, navigate and point to the shift for the agent that you want to swap with another agent.

4. In the shift pop-up window, click the Shift Swap icon \(\[Omitted image "shift-swap-icon.png"\] Alt text: Shift Swap icon\).

5. In the **Requested Shift** section, click the **Agent** field and select the agent who can work on that shift.

6. Click **Submit**.

The team calendar displays the updated schedule.

**Parent Topic:**[Scheduling your teams' work in Workforce Optimization for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/scheduling-configurable-workforce-optimization-itsm.md)