---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Approve or reject a shift-swap from CSM Agent Workspace

# Approve or reject a shift-swap from CSM Agent Workspace {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

You can approve a shift swap requested by your peer if you are available to work for
that time period. You can reject it if you are unable to work then.

## Before you begin

Important:  
To access the next generation of the Workforce Optimization for Customer Service application, transition to the Workforce Optimization for Customer Service application that is available from the ServiceNow Store. You can now configure Workforce Optimization for Customer Service using the [UI Builder](https://www.servicenow.com/docs/access?context=ui-builder-overview&version=xanadu&pubname=xanadu-application-development&ft:locale=en-US). For more information see, [Workforce Optimization for
Customer Service](https://servicenow-prod.fluidtopics.net/iJxt8BQtww_noyh9pBEKmA "Manage and maintain the productivity of your workforce from a single application using Workforce Optimization for Customer Service. With this application, you can efficiently route work to your team, manage your team's skills and schedules, and monitor their performance.").

Role required: sn_shift_planning.agent

## Procedure

1. Navigate to AllWorkspace ExperienceWorkspacesAgent Workspace Home.
2. Click the Lists icon.
3. Go to ApprovalsMy Approvals.
4. Select the request you want to approve or reject.
5. Review the details of the shift swap request and do one of the following:  
   * To approve the request, click Approve.
   * To reject the request, click Reject.

   {#approve_reject_shift_swaps__ul_cvf_3jx_glb}

   If you approve a shift swap, the application moves the request to your manager's approval queue. For more information, refer to [Scheduling in Workforce Optimization for Customer Service](https://servicenow-prod.fluidtopics.net/mW82g9BkevoUSw7BnZhGIw#scheduling-configurable-wfo-cs "By using Scheduling, you can manage your workforce resources efficiently by planning and managing schedules, staffing, and shifts across your teams all from one location. You can also integrate with on-call scheduling and create shifts and schedule for on-call rotations.").
{#approve_reject_shift_swaps__steps_ekr_kdn_gmb}

*[\>]: and then