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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Manage shifts in service operation workspace

# Manage shifts in service operation workspace {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Accept or reject absences requests, resolve gaps and conflicts by providing coverage and scheduling extra time for a shift.

## Before you begin

Get an overview of how to manage shifts in this video.

Role required: rota_manager, rota_admin

## Procedure

1. Navigate to WorkspacesService Operation Workspace.
2. Select the Schedule icon to view all the absence requests, gaps and conflicts in a shift.  
   All the absence requests are displayed in the Required actions section.
3. Select Approve or Reject and confirm the same when prompted.
4. For gaps or conflicts, select the shift card and click ![More]() icon or right-click a shift card.
5. Select Provide coverage to replace a member of the shift.  
   Provide the following details and click Provide coverage:
   * Member: name of the member
   * Start
   * End

   {#manage-shifts-in-service-operation-workspace__ul_gwl_x1m_d1c}
6. Select Schedule extra time to work for extended hours and provide the following details:  
   * Start
   * End

   {#manage-shifts-in-service-operation-workspace__ul_mdg_q1m_d1c} Select Schedule extra time.

7. Right-click a shift card and click Delete absence to remove the approved absence request from the calendar.

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