---
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


---

# Notifications

# Notifications in ITSM
Mobile Agent for Workforce Optimization for ITSM {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Receive notifications when you manage shift-swap and time-off requests. Enable
notifications for the actions that are most relevant to you. For example, get notified when you
receive a request for approval from an agent who wants to swap shifts with a peer.
As a Workforce Optimization for ITSM agent (sn_shift_planning.agent) and a Workforce Optimization for ITSM manager (sn_wfo_cfg_ws.manager), you can enable or
disable notifications for shift-swap and time-off requests and approvals. Agents can request
a shift-swap with their peers and get approval from their manager. They can also request
approval for time-off from their managers.

You must set your notification preferences in your desktop application to receive the
notifications in your ITSM
Mobile Agent application.  
To enable the notifications:

1. On your desktop application instance, click the gear icon ![Gear icon]() in the top-right corner. The System Settings screen appears.
2. Click Notifications.
3. Enable Allow Notifications.
4. In the Notifications Category section, click Mobile - Shift Planning.
5. Enable the desired notification.
{#configurable-wfo-itsm-mobile-notifications__ol_gjg_hl3_34b} {#configurable-wfo-itsm-mobile-notifications__table_omz_rqm_h4b__entry__2}

| When you enable this notification | You receive a notification when your |
|-|-|
| Shift-swap approval request | * Agents send shift-swap requests to approve. * Your peer sends a shift-swap request to approve. {#configurable-wfo-itsm-mobile-notifications__ul_tzy_k5n_h4b} |
| Shift-swap approved by manager | Manager approves your request to swap shifts with your peer. |
| Shift-swap approved by peer | Peer approves your request to swap shifts with them. |
| Shift-swap rejected by manager | Manager rejects your request to swap shifts with your peer. |
| Shift-swap rejected by peer | Peer rejects your request to swap shifts with them. |
| Time-off approval request | Agents send requests to approve time off. |
| Time off approved | Manager approves your time-off request. |
| Time off rejected | Manager rejects your time-off request. |
[ ]

{#configurable-wfo-itsm-mobile-notifications__table_omz_rqm_h4b}
**Related topics**   

* [Setting notification preferences in Core UI](https://www.servicenow.com/docs/access?context=user-notification-preferences&version=australia&pubname=australia-platform-administration&ft:locale=en-US)