--- 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 --- # Scheduling components # Scheduling components in Workforce Optimization for ITSM {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 Scheduling components in Workforce Optimization for ITSM Workforce Optimization for ITSM enables administration and management of agent shifts and schedules within ServiceNow. It includes defined roles for scheduling access and several configurable properties to customize scheduling behavior. Note that starting with the Brazil release, this feature is being prepared for deprecation---it will no longer be installed on new instances but remains supported on existing ones. Show full answer Show less ## Roles * **Shift Planning User**: Read-only access to view schedules and shifts. * **Shift Planning Agent**: Access to personal calendar, request shift swaps and time off. * **Shift Planning Admin**: Full administrative permissions to create, read, update, and delete schedules and shifts. ## Key Properties Properties control how shifts and scheduling features behave, including mobile display limits, agent break management, caching, auto-assignment, signup capabilities, shift display, and calendar sync. * **Mobile event query days** (past and future): Define how many days of shift events appear on mobile (default -31 past, 90 future). * **Agent break editing**: Enable agents to edit or add/remove break times during shifts (disabled by default). * **Schedule caching and auto-assignment**: Configure days to cache schedules and limits on auto-assigned or agent-signed-up shifts. * **Agent signup and schedule links**: Enable or disable agent self-signup for shifts and visibility of upcoming signed-up shifts. * **Shift display**: Option to show shift names or event types. * **Outlook sync**: Optionally enable synchronization between agent calendars and Microsoft Outlook. Changes to certain properties may take up to 24 hours to apply, with an option to expedite by running a scheduled cache deletion job. ## Scheduled Jobs The **Shift Planning - Delete All Agent Schedules Cache** job automatically clears cached agent schedule data daily to ensure up-to-date information. It can also be run manually after data imports. ## User Preferences Administrators can set preferences to control pagination for on-call shifts, work shifts, and scheduling plans within the Service Operations Workspace, allowing customization of how many items display per page in various scheduling-related panels. Workforce Optimization for ITSM has roles to administer agent shifts and schedules and properties to configure default behavior. 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. ## Roles {#configurable-wfo-itsm-scheduling-reference__section_r43_stg_jvb} {#configurable-wfo-itsm-scheduling-reference__table_ztx_jwc_llb__entry__3} | Role title \[name\] | Description | Contains roles | |-|-|-| | Shift Planning User \[sn_shift_planning.user\] | Grants read access for scheduling including the ability to view schedules and shifts. | | | Shift Planning Agent \[sn_shift_planning.agent\] | Grants agents access to their calendar. Agents can request shift swap or time off. | sn_shift_planning.user | | Shift Planning Admin \[sn_shift_planning.admin\] | Grants administrative access to create, read, update, and delete (CRUD) schedules and work shifts. | * sn_shift_planning.approver * sn_shift_planning.user * sn_shift_planning.agent {#configurable-wfo-itsm-scheduling-reference__ul_o1m_pcd_llb} | [ ] {#configurable-wfo-itsm-scheduling-reference__table_ztx_jwc_llb} ## Properties {#configurable-wfo-itsm-scheduling-reference__section_agv_vtg_jvb} {#configurable-wfo-itsm-scheduling-reference__table_ywt_4t1_gnb__entry__2} | Property | Description | |-|-| | sn_itsm_ mobile_agent.events_query_days_past | The maximum number of days past events for your shifts can be displayed on your mobile application. You can enter values that range from -1 to -31. * Type: Integer * Default value: -31 {#configurable-wfo-itsm-scheduling-reference__ul_iyj_qb3_k4b} | | sn_itsm_ mobile_agent.events_query_days_future | The maximum number of days future events for your shifts can be displayed on your mobile application. You can enter values that range from 1 to 90. * Type: Integer * Default value: 90 {#configurable-wfo-itsm-scheduling-reference__ul_ekn_qb3_k4b} | | sn_uib_agent_sp.allow_agent_edit_break | Enables agents to edit the start and end time of their break time in a shift span. * Type: true\|false * Default value: false {#configurable-wfo-itsm-scheduling-reference__ul_exm_r43_y5b} | | sn_uib_agent_sp.allow_agent_add_remove_break | Enables agents to add or remove their break time in a shift span. * Type: true\|false * Default value: false {#configurable-wfo-itsm-scheduling-reference__ul_unf_v43_y5b} | | sn_shift_planning.number_of_days_to_cache | Number of days to cache agent schedules. * Type: Integer * Default value: 5 {#configurable-wfo-itsm-scheduling-reference__ul_nmt_443_y5b} | | sn_shift_planning.max_shifts_to_autoassign | Number of preferred shifts from a schedule plan that will be auto-assigned. * Type: Integer * Default value: 1 {#configurable-wfo-itsm-scheduling-reference__ul_dhn_bdx_4tb} | | sn_shift_planning.max_shifts_allowed_for_signup | The maximum number of shifts that agents can sign up for within a schedule plan. * Type: Integer * Default value:1 {#configurable-wfo-itsm-scheduling-reference__ul_w4x_32x_4tb} | | sn_shift_planning.enable_agent_signup | Enable agents to sign up for their own shifts. * Type: true\|false * Default value:true {#configurable-wfo-itsm-scheduling-reference__ul_i5g_3lj_ptb} | | sn_shift_planning.enable_schedule_signup_link | Enables or disables the link in the Upcoming section in the Service Operations Workspace landing page where agents can view shifts that they've signed up for that are due on the current day and the day after the current day. * Type:true\|false * Default value: true {#configurable-wfo-itsm-scheduling-reference__ul_p1p_v4x_t5b} | | sn_shift_planning.days_to_signup_due_date | The number of days before the shift sign-up due date when agents and managers are notified. * Type: Integer * Default value: 2 {#configurable-wfo-itsm-scheduling-reference__ul_esy_q42_55b} | | sn_shift_planning.display_shift_name | Set this property to true to display the shift name. If the value is set to false, the event type will be displayed. * Type: Boolean * Default value: True {#configurable-wfo-itsm-scheduling-reference__ul_tvm_wn3_x1c} Note: It will take 24 hours for any changes you make to the property value to take effect. To view the changes immediately, run the Shift Planning - Delete All Agent Schedules Cache scheduled job. | | assignShiftAgentsTypeaheadDisableAutoClose | Turns off the closing of the Assign agents to this shift typeahead list every time an agent is selected. In the application navigator, enter sys_ux_page_property.LISTand press Enter. * Type:true\|false * Default value: false {#configurable-wfo-itsm-scheduling-reference__ul_kvc_jqb_2bc} | | sn_wfo_outlook.enable_outlook_sync | Set this property to true to turn on the synchronization between the agent's calendar and the Microsoft Outlook calendar. * Type: Boolean * Default value: False {#configurable-wfo-itsm-scheduling-reference__ul_egx_cpb_jbc} | [ ] {#configurable-wfo-itsm-scheduling-reference__table_ywt_4t1_gnb} ## Scheduled jobs {#configurable-wfo-itsm-scheduling-reference__section_hht_ztg_jvb} {#configurable-wfo-itsm-scheduling-reference__table_vxk_ndy_pnb__entry__2} | Name | Description | |-|-| | Shift Planning - Delete All Agent Schedules Cache | Deletes cache from the sn_shift_planning_agent_availability table. * Runs automatically everyday at 2:30 am * Run this job on-demand when you import data. {#configurable-wfo-itsm-scheduling-reference__ul_yyy_ydy_pnb} | [Table 1. Scheduled Job] {#configurable-wfo-itsm-scheduling-reference__table_vxk_ndy_pnb} ## User preferences {#configurable-wfo-itsm-scheduling-reference__section_mcp_b5g_jvb} Navigate to AllUser AdministrationUser Preferences and add the preferences listed in the table below. Note: To set a system-wide user preference, select the System check box. For information on setting user preferences, see [User preferences](https://www.servicenow.com/docs/access?context=c_UserPreferences&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US).{#configurable-wfo-itsm-scheduling-reference__table_urf_2s3_dtb__entry__2} | User Preference | Description | |-|-| | workspace.onCallShiftsPageSize | Set the maximum number of on-call shifts to view per page in the On-call shifts tab in the Shifts side panel. * Name: workspace.onCallShiftsPageSize * Type: Integer * Value: Enter the preferred number of on-call shifts you want to view per page. {#configurable-wfo-itsm-scheduling-reference__ul_cgv_2t3_dtb} | | workspace.workShiftsPageSize | Set the maximum number of work shifts to view per page in the Work shifts tab in the Shifts side panel. * Name: workspace.workShiftsPageSize * Type: Integer * Value: Enter the preferred number of work shifts you want to view per page. {#configurable-wfo-itsm-scheduling-reference__ul_aq5_tv3_dtb} | | workspace.schedulePlanPageSize | Set the maximum number of scheduling plans to view per page in the Schedules side panel. * Name: workspace.schedulePlanPageSize * Type: Integer * Value: Enter the preferred number of schedules you want to view per page. {#configurable-wfo-itsm-scheduling-reference__ul_bgm_xw3_dtb} | [ ] {#configurable-wfo-itsm-scheduling-reference__table_urf_2s3_dtb} *[\>]: and then