Setting up Scheduling in Workforce Optimization for ITSM

Manage events using the team calendar. You can create different types of event categories and use scripted extension points to customize the event types.

• Configure the due date logic for shift approval flows
  As an administrator, you can configure the due date logic for the time-off request and shift-swap request approval flows.
• Configure event categories for the ITSM Manager Workspace
  Add an event category. Create or update field configurations for events. You can also specify if an event category must be excluded when the shift coverage for agents is calculated.
• Create or enable access to event types to add them to the team calendar
  Create multiple events from the same category and add them to the calendar in ITSM Manager Workspace. Enable agents or managers to create specific event types.
• Event type extension points in Workforce Optimization for ITSM
  Use extension points to call scripts for event categories such as a meeting, time off, or work time.
• Synchronize agent calendar in Workforce Optimization for ITSM with the Microsoft Outlook calendar
  Streamline the way that agents manage their calendar so that they can view their schedule in one location.