---
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


---

# Setting up

# Setting up Scheduling 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  
Manage events using the team calendar. You can create different types of event
categories and use scripted extension points to customize the event types.
* **[Configure the due date logic for shift approval flows](https://servicenow-prod.fluidtopics.net/zfi1VZVVnpMx3jP29KB1qA)**   
  As an administrator, you can configure the due date logic for the time-off request and shift-swap request approval flows.
* **[Configure event categories for the ITSM Manager Workspace](https://servicenow-prod.fluidtopics.net/r7nfozas43Jd3~ejAVsetQ)**   
  Add an event category. Create or update field configurations for events. You can also specify if an event category must be excluded when the shift coverage for agents is calculated.
* **[Create or enable access to event types to add them to the team calendar](https://servicenow-prod.fluidtopics.net/f97mBTXssNZ6arbws8t69g)**   
  Create multiple events from the same category and add them to the calendar in ITSM Manager Workspace. Enable agents or managers to create specific event types.
* **[Event type extension points in Workforce Optimization for ITSM](https://servicenow-prod.fluidtopics.net/18BhGVEyk6WVRy786Dgwvw)**   
  Use extension points to call scripts for event categories such as a meeting, time off, or work time.
* **[Synchronize agent calendar in Workforce Optimization for ITSM with the Microsoft Outlook calendar](https://servicenow-prod.fluidtopics.net/J6DBjwM1AL5j6hgd7dcT8Q)**   
  Streamline the way that agents manage their calendar so that they can view their schedule in one location.