Shift Planning release notes

  • Release version: Store
  • Updated June 11, 2026
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    Summary of Shift Planning release notes

    The Shift Planning application on the ServiceNow Store provides comprehensive workforce scheduling capabilities for managers and agents. It enables efficient shift management, including shift signup, shift swaps, schedule adherence tracking, and time off requests. The application supports location-based holiday calendars, calendar synchronization, and enhanced scheduling workflows to improve operational efficiency and employee engagement.

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    Key Features

    • Shift and Schedule Management: Managers and supervisors can create, modify, and view shifts and schedules. Features include shift signup for agents, shift swaps, and schedule adherence monitoring.
    • Workforce Calendar Integration: Synchronize workforce calendars with Outlook and manage recurring meetings and training events.
    • Location-Based Holiday Calendars: Map holidays to specific locations to reduce manual scheduling adjustments and enhance accuracy.
    • Enhanced Workspace Navigation: Added routes and navigation items in Customer Service Management (CSM) and Field Service Management (FSM) workspaces for easier access to shift planning features.
    • Agent Schedule Attributes: Track agent locations and personal event details via a dedicated table, enabling better resource planning.
    • Time Zone and Localization Support: Assign shifts considering time zones and support localization to serve global teams effectively.
    • Communication and Approvals: Agents and managers can communicate directly through approval forms, enhancing collaboration during scheduling.
    • Accessibility and Usability Improvements: Ongoing fixes for WCAG compliance and UI enhancements to improve user experience.

    Key Outcomes

    • Improved Scheduling Accuracy: Location-based holiday calendars and timezone support reduce errors and manual corrections in shift planning.
    • Enhanced Manager and Agent Experience: Managers gain tools for better shift oversight, while agents have more control through shift signup and notifications.
    • Streamlined Workforce Coordination: Integration with calendars and communication features promotes efficient coordination across teams.
    • Increased Operational Efficiency: Pagination, search, and filtering capabilities help manage large schedules and shifts effectively.
    • Continuous Improvement: Regular updates address bugs and accessibility to maintain a robust and user-friendly scheduling environment.

    Version history for the Shift Planning application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 7.1.0 - June 2026
    • Added Shifts, Shift Swap, Schedule Adherence, and Time Off Requests tab routes in CSM workspace
    • Added Schedule and Scheduling Adherence lists in CSM workspace Lists navigation
    • Added Team Schedule nav item for CSM/FSM Workspace with Shift Planning Manager applicability
    • Implemented manager role for supervisors to access schedule capabilities
    • Fixed minor defects
    Version 7.0.0 - March 2026
    • Manage location‑based holiday calendars to improve workforce scheduling by mapping holidays to specific regions, enabling managers to plan shifts with accuracy, and reducing manual adjustments.
    • Fixed minor defects
    Version 6.10.2 - December 2025
    Minor bug fixes.
    Version 6.9.0 - August 2025
    Minor bug fixes.
    Version 6.8.0 - May 2025
    • Enables agents to sign up for shifts
    • Enables managers and agents to get shift signup notifications
    • New table "Agent Schedule Attribute" enables managers to track agent location and view agent personal event details
    Version 6.7.1 - November 2024
    No Major feature changes. Contains minor changes and bug fixes.
    Version 6.6.1 - August 2024
    • New:
      • Added ability to synch WFO calendars with Outlook calendar
      • Added ability to for managers and agents to create recurring meeting and training events
    • Fixed a few accessibility issues
    Version 6.4.3 - May 2024
    Fixed: WCAG bugs.
    Version 6.3.1 - February 2024
    • Changed: Modify existing L1 schedules module
    • Fixed: Shift swap modal button bug
    Version 6.2.1 - November 2023
    • New:
      • Upgraded shifts and schedules to page layout 3.0
      • Generating demo data changes for Monthly Schedules
    • Fixed: Accessibility issues
    Version 6.1.4 - September 2023
    • Fixed:
      • On-call time off not getting displayed up on the proposed cover agent calendar
      • Leave request description of others was visible to all shift planning users
      • Save Buttons was not getting enabled while editing meeting and training
    Version 6.1.2 - August 2023
    • New: Inclusion/Exclusion Criteria Applicable Groups
    • Changed: Bug fixes
    Version 5.4.5 - May 2023
    Changed: Forecast historical volumes along with forecasts so that users can compare the patterns.
    Version 5.4.4 - April 2023
    Fixed: UTC timezone users are unable to view the Shift Calendar, which has been fixed in this version.
    Version 5.4.3 - March 2023
    • Fixed: Fixed the following minor issues where:
      • The location filter was not working
      • The Requested-Save Shift to a Schedule was not working
      • There was an issue with On-Call OOTB flag during San Diego to Utah release upgrade
    Version 5.4.1 - February 2023
    New: added custom event types in team calendar of manager workspace.
    Version 5.3.0 - November 2022
    • New:
      • Agent shift signup feature
      • To enable the agents to sign up for shifts, you must setthe sn_shift_planning.enable_agent_signup property to true.
    • Changed: The following label changes to the filters for schedules are automatically made:
      • State is renamed to Schedule plan state.
      • Dates is renamed to Schedule plan dates.
    Version 5.1.7 - November 2022
    • Fixed:
      • Fixed issue where new shift not searchable
      • Show overlapping requests of only agents managed by logged in user
    Version 5.1.4 - September 2022
    • Fixed:
      • Fixed issue where Shift Calendar fails when there are inactive groups.
      • Fixed issue where Agent belonging to multiple groups is shown multiple times under schedule creation flow.
    Version 5.2.3 - August 2022
    • New:
      • Ability to select timezones for work shifts and on-call shifts.
      • Managers can assign schedule plans to groups.
      • Use pagination on the shifts and team calendar.
      • Use pagination to scroll through your agent's shifts and schedules.
    • Fixed: Enable localization support.
    Version 5.1.2 - May 2022
    • New:
      • Filtering, search, and pagination capability for schedule plans, work shifts, and on-call shifts.
      • Agents and managers communicate with each other for approvals using the Compose field in the approval form.
      • Enable localization support.
    Version 5.0.0 - March 2022
    New: Initial Store release for San Diego
    Version 4.0.9 - February 2022
    Shift planning allows managers and supervisors to configure workforce scheduling.