---
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


---

# Event type extension points in Workforce Optimization for ITSM

# Event type extension points in 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  
Use extension points to call scripts for event categories such as a meeting, time off, or work time.

## Creating custom event types using extension points {#extension-points-configurable-workforce-optimization-itsm__section_tnw_jtt_kbc}

When you create extension points for custom events, consider the following:

* Which users can create an event?
* Does the event have to go through an approval process?
* Is it a work-type or a non-work type event?
{#extension-points-configurable-workforce-optimization-itsm__ul_frg_45t_kbc}Here are some examples that provide guidance on some of the considerations you may want to take into account when you create a new custom event using extension points:  
* When you create an event for monthly staff meetings, take the following into consideration:
  * Only managers can create this type of event.
  * This is a non-work type event.
  * The event does not have to go through an approval process.
  {#extension-points-configurable-workforce-optimization-itsm__ul_zlf_5my_4bc}
* When you create an event for time-off requests, take the following into consideration:
  * Any employee can create this event.
  * The is a non-work type event.
  * The event has to go through a manager approval process.
  {#extension-points-configurable-workforce-optimization-itsm__ul_om2_vmy_4bc}
{#extension-points-configurable-workforce-optimization-itsm__ul_yqg_nmy_4bc} To see a list of extension points that you can use for Workforce Optimization for ITSM, navigate to System Extension PointsScripted Extension Points. In the Extension Points list, open the sn_shift_planning.EventManager extension point.  
Use scripted extension points to integrate customizations without altering the core components in the application code. When customizing a base application, you implement the scripted extension points by creating the custom script includes and registering them against the scripted extension points.{#extension-points-configurable-workforce-optimization-itsm__table_hcw_fd2_qmb__entry__2}

| Extension point name | Description |
|-|-|
| sn_shift_planning.EventManager | Implement this extension point to customize the logic for the event categories that you create. |
[Table 1. Extension points for event types]

{#extension-points-configurable-workforce-optimization-itsm__table_hcw_fd2_qmb}  
You can use extension points to create events such as meeting, training, and time-off requests. For example extension point implementations, see the following extension instances in the Implementations related list:{#extension-points-configurable-workforce-optimization-itsm__table_ftp_pqr_snb__entry__2}

| Category | Extension script |
|-|-|
| Meeting | AgentScheduleMeetingEventManager |
| Break | AgentScheduleBreakEventManager |
| Training | AgentScheduleTrainingEventManager |
| Time off | AgentScheduleTimeOffEventManager |
| Work | AgentScheduleWorkEventManager |
[ ]

{#extension-points-configurable-workforce-optimization-itsm__table_ftp_pqr_snb}
**Related topics**   

* [Using extension points to extend application functionality](https://www.servicenow.com/docs/access?context=extension-points&version=australia&pubname=australia-api-reference&ft:locale=en-US)

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