---
sourceDocument: Australia Enable AI
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Enable AI

ft:clusterId :

    - platai

bundleId :

    - platai

workflow :

    - Platform


---

# Shift and schedule management AI agent

# Shift and schedule management AI agent {#ariaid-title1}

Release version: Australia  
Updated October 5, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Shift and schedule management AI agent

The Shift and Schedule Management AI Agent is designed to assist managers in efficiently creating, reviewing, updating, and deleting shifts and schedules.
It also helps assign technicians to shifts based on skills or names.
The agent ensures accuracy by suggesting default shift details, summarizing the entire plan, and requiring manager confirmation before making changes.
Managers can also open shifts for technician self-signup, streamlining workforce scheduling.
Show full answer Show less  

## Key Features

* **Shift and Schedule Operations:** Enables managers to create, view, modify, or delete shifts and schedules.
* **Technician Assignment:** Supports finding and assigning technicians by skill or name.
* **Default Shift Details:** Automatically fills in missing shift details using standard defaults to simplify scheduling.
* **Plan Confirmation:** Presents a summary of the scheduling plan for manager confirmation, allowing changes or cancellation before implementation.
* **Shift Signup:** Allows managers to open shifts for technicians to sign up directly.
* **Access Controls:** Access is restricted to users with the *wmmanager* role, ensuring secure and appropriate use.
* **Configurability:** Settings allow enabling third-party AI agent access, AI specialist access for advanced configuration, and management of long-term memory to incorporate prior user interactions for context.
* **Integration with Tools and Workflows:** Supports multiple tools such as scripts for updating schedules, displaying summaries, and technician selection cards. It integrates with Virtual Agent and ServiceNow Otto panel via Assistant Designer and can be included in agentic workflows.

## Practical Benefits for ServiceNow Customers

This AI agent streamlines shift and schedule management by automating routine tasks and improving accuracy in technician assignments. It reduces manual errors by pre-filling shift details and ensures managerial oversight through confirmation steps. The ability to open shifts for signup empowers technicians and enhances scheduling flexibility. Configurable access and integration options make it suitable for diverse organizational needs while maintaining security and control.  
This AI agent helps managers create, review, update, and delete shifts and schedules, and assign technicians to them. It suggests default shift details, finds technicians by skill or name, and asks the manager to confirm one complete plan before making changes. Managers can also open shifts for technician signup.

## Workflow {#fsm-shift-and-schedule-management-ai-agent__xttfqjalmbll}

The agent helps managers create and manage shifts and schedules and assign technicians.

1. Determine whether the manager wants to create, view, change, or delete shifts and schedules, or find technicians.
2. Fill in any missing shift details using standard defaults, and search for technicians by skill or name.
3. Display a summary of the plan and ask the manager to confirm, change, or cancel.
4. After confirmation, create the shifts and schedule, then assign the technicians directly or open the shifts for signup.
{#fsm-shift-and-schedule-management-ai-agent__ol_uxf_knf_mkg}  
{#fsm-shift-and-schedule-management-ai-agent__xttfqjalmbll__entry__2}

| Field | Description |
|-|-|
| Allow third party to access this AI agent | When enabled, third-party AI agents can use this agent. This value is off (false) by default. This setting is defined in the AI Agent configs \[sn_aia_agent_config\] table on the External discoverable field. |
| Allow AI specialists to access this AI agent | When enabled, AI specialists can use this agent. This value is off (false) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs \[sn_aia_agent_config\] table on the Specialist enabled field. |
| Manage long-term memory | When enabled, all previous user interactions are used as context for the LLM. This value is off (false) by default. This setting is defined by the sn_aia.ltm.enable_long_term_memory system property. For more information, see [ServiceNow Otto AI agents reference](https://www.servicenow.com/docs/MUqSU8rHp3ao~q3QEWgHkA "Find more information about user roles, tables, and the different properties that are installed in ServiceNow Otto AI agents."). |
| Tools | Scripts :   Delete Schedule Plan :   Display Shift/Schedule Summary Card :   Display Signup Roster Card :   Display Technician Selector Card :   Get Users with Skills :   Update Schedule Plan :   executeSchedulePlan :   getCommonlyUsedShift :   getManagedAgents :   manageSignup :   readSchedulingData |
| Allowed user roles The specific user roles that can access this AI agent. | wm_manager |
| Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | wm_manager |
| Triggers | Optional. None defined by default. An admin can specify triggers if desired. For more information, see [Add a trigger to an AI agent](https://www.servicenow.com/docs/NXqRJBQV_Vw00FEzklcAJw "In the guided setup for an AI agent, add triggers to run the AI agent automatically when certain conditions are met."). |
| Channels | Configure an assistant for Virtual Agent or ServiceNow Otto panel using [Assistant Designer](https://www.servicenow.com/docs/access?context=configure-now-assist-va&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US). |
| Used in agentic workflows | * Default VA Workflow * Shift and schedule management |
[Table 1. Configuration]