---
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


---

# Create and edit shift in Service Operations Workspace

# Create and edit shift in Service Operations Workspace {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Shift manager can create a new shift using the Schedule menu or Teams menu in Service Operations Workspace

## About this task

There are two ways to create and edit a shift:

* Navigate to WorkspacesService Operation Workspace and select ![Teams menu](). Select a team to view details and click schedules tab.
* Navigate to WorkspacesService Operation Workspace and select ![Schedules menu]().
{#create-a-schedule-in-sow__ul_bdz_zpm_21c}

Get an overview of how to create and edit a shift in this video.

## Before you begin

Role required: rota_manager, rota_admin

## Procedure

1. On Schedules page, select Create shift and provide values for the following fields on the Create new shift form:  
   If you select Create New, provide the following details and select Create shift: {#create-a-schedule-in-sow__table_d1x_z3z_21c__entry__2}

   | Field | Description |
   |-|-|
   | Shift name | Name for the shift. |
   | All day shift | Toggle for all day commitment. |
   | Shift starts | Date and time the shift begins. |
   | Shift ends | Date and time the shift ends. |
   | Repeats | Shift repetition. Choices are: * Never * Daily * Weekly {#create-a-schedule-in-sow__ul_zcy_qxw_qzb} |
   | Every | How often to repeat. Display depends on the time frame chosen. |
   | More options ||
   | Timezone | User timezone. |
   | Holiday schedule | Schedule to use for the holiday. |
   | Repeats until | Date and time to end repetition. |
   [Table 1. Create Shift]

   {#create-a-schedule-in-sow__table_d1x_z3z_21c}  
   For Use shift template, fill in the fields, as appropriate.{#create-a-schedule-in-sow__table_zl1_djz_21c__entry__2}

   | Field | Description |
   |-|-|
   | Shift name | Name for the shift. |
   | Template/Schedule | Existing templates for shifts. Choices are: * 24 x 7 * Off hours (workday 8:00 - 5:00) * Off hours (workday 9:00 - 5:00) * Workday 8:00 - 5:00 * Workday 9:00 - 5:00 {#create-a-schedule-in-sow__ul_ajc_gzw_qzb} |
   [Table 2. Create shift using shift template]

   {#create-a-schedule-in-sow__table_zl1_djz_21c}  
   You have successfully created a new shift.
2. To edit a shift, right-click the shift card and select the icon![Edit shift]()  
   Shift details open up in the side panel.
3. From the shift details in the side panel, you can update the following shift details:  
   {#create-a-schedule-in-sow__table_qd4_jtm_21c__entry__2}

   | Field | Description |
   |-|-|
   | Details tab | Update the shift details: * All day shift * Shift starts * Shift ends * Repeats * Timezone * Holiday schedule * Repeats until {#create-a-schedule-in-sow__ul_pvs_4tm_21c} |
   | Members tab | Update the shift details: * Type of rotation interval. Possible options are: * Daily * Weekly * Monthly Note: This option is available only for the 2024 schedule engine. For information about this schedule engine, see [On-Call Scheduling new schedule engine](https://servicenow-prod.fluidtopics.net/J3akJ5m0mb63bg5EOUm8wQ "Introducing the new On-call schedule engine with enhanced capabilities and user experience."). {#create-a-schedule-in-sow__ul_ivy_xct_nhc} * Rotation frequency for weekly interval * Rotation frequency for monthly interval. Also, specify if the roster rotation should start on the last day of the month or any specific day of the month. * Day of the week or month for rotation * Add rotation * Add/delete/rename responder level {#create-a-schedule-in-sow__ul_uxx_ttm_21c} |
   | Escalation policies tab | View escalation policy and click Open Team Record go to the team record. |
   [Table 3. Edit shift]

   {#create-a-schedule-in-sow__table_qd4_jtm_21c}
4. After updating the shift details, click Save \& publish to save the changes.
5. Select the ![More icon]() icon to change shift to draft mode, delete, or deactivate/activate the selected shift.
6. Select Back to all shifts to view all the shifts for a selected team.  
   You can also select ![More icon]() to change shift color.

*[\>]: and then