---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Resolve gaps, conflicts, and time-off requests in a shift

# Resolve gaps, conflicts, and time-off requests in a shift {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Review and resolve gaps and conflicts. Find a replacement on-call member for
time-off requests to ensure proper support coverage.

## Before you begin

Role required: rota_manager

## About this task

Possible reasons for gaps are:

* Time off without coverage
* User has been moved out of the group
* User is marked as inactive

{#resolv-gap-conflct-timeoff-oncall__ul_pb5_314_3gb}

A conflict is possible if a user is assigned as both the primary and
secondary point of contact for a shift.

## Procedure

1. Navigate to AllOn-Call SchedulingOn-Call Schedules.
2. Click a shift card.  
   Note:  
   If you are a shift manager or roster member, the schedule view opens. In all other cases, you are redirected to the calendar view. For more information on on-call scheduling calendars, see [Manage shifts from the Calendar view](https://servicenow-prod.fluidtopics.net/SU3GV3ZxHxqE0ExmlGLJ2g "The Calendar view displays all shifts for a user group for a specified time interval. Use the Calendar view of an On-Call schedule to update or manage shifts.").  
   * The On-Call Schedules page open. For more information, see [Updating an On-Call schedule](https://servicenow-prod.fluidtopics.net/LM5QW56QozX1n7KKIOY4ZQ "Shift managers and members can use the Schedules tabs to view and update the on-call schedules of a group. Shift managers can review, manage, and resolve gaps or conflicts in your On-Call schedule from a single view.")
   * The pending actions for the current shift appear in the Pending Actions section.
   {#resolv-gap-conflct-timeoff-oncall__ul_h2x_414_3gb}.
3. To resolve gaps or conflicts, perform the following steps.
   1. Click Review in the Pending Actions section.  
      The calendar view appears, and gaps or conflicts are highlighted.
   2. Click the Information icon (![Information icon]()) to view gaps.
   3. Right-click the shift and select Edit shift from the Actions list.
   4. Scroll down to the Rosters list and select the roster where the user is unavailable.
   5. In the Members related list, add a To value for the unavailable user.
   6. Add a new member with a From value to close the gap.
   {#resolv-gap-conflct-timeoff-oncall__substeps_qgh_brx_llb}
4. To resolve a time-off request, perform the following steps.
   1. Click Review in the Pending Actions section.  
      The calendar view appears, and time-off requests are highlighted.
   2. Right-click the shift and select Manage shift from the Actions list.  
      The Manage Shift dialog box appears.
   3. Approve the time-off requests.
   {#resolv-gap-conflct-timeoff-oncall__substeps_c2n_s14_3gb}

*[\>]: and then