---
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


---

# Approve or reject a shift swap

# Approve or reject a shift swap using the ITSM Mobile Agent
application {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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.

## Before you begin

Important:  
Starting with the Brazil release, Workforce Optimization for ITSM is being prepared for future deprecation. It will be hidden and no longer installed on new instances but will continue to be supported. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base.

Role required: sn_shift_planning.agent  
Note:  
If you have notifications enabled, you can approve or reject shift-swap requests from the notifications without opening the request.

## Procedure

1. Navigate to the ITSM Mobile Agent Agent application.
2. Tap Approvals.
3. In the Pending list, select a request to approve and review the request details.
4. Do one of the following:  
   * To approve a request, tap Approve.
   * To reject a request, tap Reject.
   {#approve-reject-shiftswap-configurable-wfo-itsm-mobile__ul_uxk_j53_34b}Your peer receives a notification on the request approval status.