Schedule adherence extension points in Workforce Optimization for ITSM

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Use the schedule adherence extension points to call custom scripts for agent schedule adherence and conformance.

    To access the extension points, navigate to System Extension Points > Scripted Extension Points.

    Table 1. Extension points for schedule adherence
    Extension point name Description
    sn_shift_planning.ScheduleAdherenceExtPt Implement this extension point to customize the logic for schedule adherence and conformance.