---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Requesting time-off using the ITSM Mobile Agent

# Requesting time-off using the ITSM
Mobile Agent for Workforce Optimization for ITSM {#ariaid-title1}

* Release version: Australia
* 
* Updated April 23, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Using the ITSM Mobile Agent app, shift planning agents can access their schedule. They
can request time off to get their manager's approval or swap shifts with their peers and receive
notifications for those requests and approvals.
Important:  
The ITSM Mobile Agent for Workforce Optimization for ITSM features are available with the ITSM Mobile Agent 5.0 store application. For more information, see [Activate Workforce Optimization for ITSM](https://www.servicenow.com/docs/HkkAtPRKrojGtldV0cQ~Tw "The Workforce Optimization for ITSM Configurable Workspace plugin (sn_wfo_cfg_itsm) is available with the ITSM Enterprise subscription package.").

## Using On-Call Scheduling with Workforce Optimization for ITSM {#configurable-agent-schedule-mobile-wfo-itsm__section_mwb_wdg_44b}

If you are using Mobile experience for On-Call Scheduling along with the ITSM
Mobile Agent for Workforce Optimization for ITSM, you can access
the On-Call Scheduling actions from the Schedule section.  
To access:

* Upcoming shifts: tap My calendar and view your shifts.
* Time-off requests: tap On-call time-off requests and view the list of requests awaiting your approval and the ones for which you have completed the approval process.
* Who is on-call: tap Who is on-call to view the list of groups in the on-call schedule.
{#configurable-agent-schedule-mobile-wfo-itsm__ul_hcc_24j_n4b}

## Setting the number of days to display events in shifts on the ITSM Mobile Agent {#configurable-agent-schedule-mobile-wfo-itsm__section_mzk_l3x_p4b}

As a Workforce Optimization admin \[sn_wfo.admin\], you can configure the number of days
events for shifts can be displayed on the mobile application using system properties. For
more information, see Properties in the
Scheduling section in [Scheduling in Workforce Optimization
for ITSM](https://www.servicenow.com/docs/mor5bK_j5MuuOL5M18_RpA "Workforce Optimization for ITSM has roles to administer agent shifts and schedules and properties to configure default behavior.").
* **[Notifications in ITSM Mobile Agent for Workforce Optimization for ITSM](https://www.servicenow.com/docs/LuqTZrN9lCohnH_hn6b3aQ)**   
  Receive notifications when you manage shift-swap and time-off requests. Enable notifications for the actions that are most relevant to you. For example, get notified when you receive a request for approval from an agent who wants to swap shifts with a peer.
* **[Make a request to swap shifts or take time off using the Mobile Agent application](https://www.servicenow.com/docs/jQK2RQGLfupsUiPsp1DEFQ)**   
  Use the ITSM mobile app to look up your schedule, request time off, or swap your shift with your peers. If you can work during the requested shift, you can also approve your peer's request for the shift swap.
* **[Approve or reject a shift swap using the ITSM Mobile Agent application](https://www.servicenow.com/docs/vCGNrlEehhB3gOPx9evUDQ)**   
  Using your ITSM Mobile Agent application, approve a shift swap requested by your peer if you are available to work at that time. You can reject it if you are unable to work then.
* **[Track and manage your agent's schedule using the ITSM Mobile Agent application](https://www.servicenow.com/docs/rg821ihh_0fQkLsaa~wfSA)**   
  Monitor the shifts and schedule of teams within your assignment group using the ITSM Mobile Agent application. You can approve or reject requests for swapping shifts or time off for your agents.

**Related concepts**   

* [Mobile experience for On-Call Scheduling](https://www.servicenow.com/docs/EODcwfOYOsh8sgfKX335lg "View and manage on-call schedules from a mobile device with the On-Call Scheduling mobile applet.")