---
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 a schedule plan

# Create a schedule plan {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Manage your team's schedule by creating a schedule plan that covers a span of time
and includes your team's work shifts. You can also assign agents to shifts based on their
skills and availability. This way, you can make sure that you are using your resources in
the best way possible for your organization.

## Before you begin

Role required: sn_shift_planning.admin

## About this task

You can set the number of days to cache agent schedules using the
sn_shift_planning.number_of_days_to_cache
[system property](https://servicenow-prod.fluidtopics.net/mor5bK_j5MuuOL5M18_RpA "Workforce Optimization for ITSM has roles to administer agent shifts and schedules and properties to configure default behavior.").  
If you do any of the following:

* Import agent schedules using table import
* Disable business rules and use a script to load the data

{#create-schedule-plan-wfo-itsm__ul_psf_jly_pnb}you must manually run the Shift Planning - Delete All Agent Schedules Cache [schedule job](https://servicenow-prod.fluidtopics.net/mor5bK_j5MuuOL5M18_RpA "Workforce Optimization for ITSM has roles to administer agent shifts and schedules and properties to configure default behavior.") to clear the cache.  
Note:  
Your administrator can set user preferences for the pagination size to view schedule plans. For more information see, [Scheduling in Workforce
Optimization for ITSM](https://servicenow-prod.fluidtopics.net/mor5bK_j5MuuOL5M18_RpA "Workforce Optimization for ITSM has roles to administer agent shifts and schedules and properties to configure default behavior.")

## Procedure

1. Navigate to WorkspacesManager Workspace.
2. Click the Schedule icon (![Schedule icon]()).
3. Create a schedule plan.  
   1. Click the Team Calendar tab.  
      Note:  
      You can analyze the staff alignment for a day or for the week.
   2. In the contextual side panel, click the Show Schedules icon ![Show Schedules icon.]() to display the schedules.
   3. In the Schedules panel, click the + icon.  
      Tip:  
      * Search schedules: Type keywords in the Schedules search field to access related schedule plans easily.
      * Filter schedules: Select the filter icon (![Filter schedule]()) and then select the desired schedule states using the Schedule plan state filter and the desired start and end dates using the Schedule plan dates filter to narrow down the display of schedules in the team calendar.

      {#create-schedule-plan-wfo-itsm__ul_nhc_5fm_2tb}

      You can duplicate an existing schedule to create another one. The start date changes to the day after the current date and the end date changes to 30 days from the current date.
   4. In the Name field, enter a name for the schedule plan.
   5. From the Start Date field, select a date to start the schedule plan and click OK.
   6. From the End Date field, select a date to end the schedule plan and click OK.
   7. In the Assignment groups section, assign the schedule plan to your groups.
      * To assign it to all groups you manage, select Groups I manage.
      * To assign it to specific groups, select Specific groups.
      {#create-schedule-plan-wfo-itsm__ul_g42_mwl_ltb}You can view the schedule of all agents in the assignment group that you directly or additionally manage.
   8. Click Save schedule.
   {#create-schedule-plan-wfo-itsm__ol_ywh_vmq_snb}.
4. Add a work shift to the schedule plan.  
   Note:  
   To add more shifts to an existing schedule plan, select the schedule plan and then add the work shift.
   1. Click Add Shift.
   2. In the Shift field, select the work shift that you want to add to the schedule plan.
   3. In the Event type field, select the work event that categorizes the work shift.
   {#create-schedule-plan-wfo-itsm__ol_xgx_f4q_snb}
5. Add agents to the work shift.  
   1. In the Assign agents field, search for agents and add one or more agents to add to the shift.
   2. To publish the schedule plan, select Publish.

   {#create-schedule-plan-wfo-itsm__ol_xdl_srq_snb}

   It may take a few minutes for the screen to refresh. For more information on publishing a schedule plan, see [Publish a schedule plan for visibility into team coverage](https://servicenow-prod.fluidtopics.net/wCpsQgPk5GCSYg0SXQBuag "Generate a preview of your schedule plan and publish it so that your agents can see their shifts and schedules ahead of time. You can unpublish a schedule to make changes and then publish it again.").

*[\>]: and then