---
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


---

# Request time off using ITSM Virtual Agent

# Request time off using ITSM Virtual Agent {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Automate your request for time off using the ITSM Virtual Agent. Type
keywords into the chatbot to create and submit your request, which then gets automatically
routed to your manager for approval. You can also use Natural Language Understanding to make
your time-off request.

## Before you begin

The ITSM Virtual Agent Conversation Topics (com.snc.itsm.virtualagent) plugin must be
enabled.  
Note:  
To search shifts and schedules, you must [generate the text
index](https://www.servicenow.com/docs/access?context=index-multiple-tables&version=australia&pubname=australia-platform-administration&ft:locale=en-US) for the Topic \[sys_cs_topic\] table before you start using the ITSM Virtual Agent for making time off requests.

Before you can use [Natural Language Understanding](https://www.servicenow.com/docs/access?context=nlu-landing&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) to make time-off requests, the Time Off Request NLU model must be [trained](https://www.servicenow.com/docs/access?context=test-train-nlu-model&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) and [published](https://www.servicenow.com/docs/access?context=publish-nlu-model&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

Role required: sn_shift_planning.agent

## Procedure

1. Navigate to AllService PortalService Portal Home.
2. Click the chat icon.
3. In the chat window, do one of the following to create the request:  
   * To use keywords, enter <var class="keyword varname">time off</var>, <var class="keyword varname">vacation</var>, or similar keywords.
   * To use Natural Language Understanding, enter an [utterance](https://www.servicenow.com/docs/access?context=va-NLU&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US).
   {#va-timeoff-agent-wfo-itsm-sow__ul_ovm_4r2_44b}
4. Select the Time Off Request topic.  
   The calendar appears with the message, "When do you want to start your time off?"
5. Select the start date and time for your time-off request and click Select.  
   The calendar appears with the message, "When do you want to end your time off?"
6. Select the end date and time for your time-off request and click Select.  
   The "Would you like to enter the reason for your time off?" message appears.
7. **Optional:** Click Yes and enter the reason for taking time off and click Enter.  
   The message, "Your time-off request has been submitted and is in your manager's approval queue," appears.
8. To view the submitted request on your calendar, click View submitted request (Request Number).
{#va-timeoff-agent-wfo-itsm-sow__steps_cm5_hrf_44b}

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