Approve or reject a shift swap from CSM Agent Workspace

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • 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

    1. Navigate to All > Workspace Experience > Workspaces > Agent Workspace Home.
    2. Click the Lists icon.
    3. Go to Approvals > 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.