---
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


---

# Set up

# Set up the Workforce Optimization for ITSM agent calendar integration with their Microsoft Outlook calendar {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Display the schedules, shifts, and events from the agent's calendar also in their Microsoft Outlook calendar when you synchronize both the calendars.

## Before you begin

Role required: admin

## Procedure

1. Set up the [Microsoft Exchange Online spoke](https://www.servicenow.com/docs/access?context=setup-ms-exch-ol&version=australia&pubname=australia-integrate-applications&ft:locale=en-US).  
   Note:  
   Verify that the following Microsoft Graph permissions are set correctly in the Microsoft Azure portal:{#setup-microsoft-calendar-integration-wfo-itsm__table_ul5_tts_mbc__entry__3}

   | Permission | Type | Description |
   |-|-|-|
   | Calendars.ReadWrite | Delegated | Full access to user calendars |
   | Calendars.ReadWrite.Shared | Delegated | Read and write access to user and shared calendars |
   | Calendars.ReadWrite | Application | Read and write access to calendars in all mailboxes |
   [ ]

   {#setup-microsoft-calendar-integration-wfo-itsm__table_ul5_tts_mbc}
2. Set the sn_wfo_outlook.enable_outlook_sync system property to true.  
   For more information, see [Scheduling components 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.").
3. Add the email IDs of the users that you want to synchronize to the User \[sys_user\] table.  
   Your agents' Workforce Optimization for ITSM calendar is now synchronized with their Microsoft Outlook calendar.  
   Important:  
   If the swapped shifts don't appear in the Microsoft Outlook calendar, verify that you've followed all steps in this procedure to make sure that the schedule for the shifts have been synchronized with Microsoft Outlook.