---
sourceDocument: Brazil Field Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/field-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# Manage shifts with ServiceNow Otto

# Use ServiceNow Otto for FSM to manage shifts {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use ServiceNow Otto for FSM to create, update, and delete shifts for Field Service Management technicians.

## Before you begin

The FSM Scheduling AI Agent and the ServiceNow Otto for FSM plugin must be installed. For more information on the FSM Scheduling AI Agent plugin, see [Activate FSM Scheduling AI Agent](https://www.servicenow.com/docs/itpzHEkr_kp6qYOkjgMMjQ "You can activate the FSM Scheduling AI Agent plugin (com.snc.fsm_scheduling_ai_agent) if you have the admin role."). For more information on the Now Assist for FSM plugin, see [Configure ServiceNow Otto for Field Service Management (FSM)](https://www.servicenow.com/docs/I8ICoOrKNeNfpRPqSLl9_w "If you have the admin role, you can configure ServiceNow Otto for Field Service Management (FSM) application so that users can generate work order summaries and knowledge articles, or summarize Sidebar discussions.").

Role required: wm_manager

## Procedure

1. Select the ServiceNow Otto® panel icon ![]().
2. Use ServiceNow Otto® to manage shifts.  
   For example, you can use some of the following prompts to manage shifts:
   * Assign Teddy Taylor to a morning shift.
   * Help me create a morning and evening shift for all French technicians.
   * Send a reminder to all the technicians that haven't responded to the shift I created.
3. Follow the prompts to finish managing your shifts.

## Result

The shift is created and the technician(s) receive a push notification telling them a shift is available.
**Related tasks**   

* [Activate FSM Scheduling AI Agent](https://www.servicenow.com/docs/itpzHEkr_kp6qYOkjgMMjQ "You can activate the FSM Scheduling AI Agent plugin (com.snc.fsm_scheduling_ai_agent) if you have the admin role.")
* [Accept or reject requests from push notifications](https://www.servicenow.com/docs/wZFTxGtTZ1zIF7HV20cG9g "As a Field Service agent, you can accept or reject work order tasks using push notification actions without having to open the ServiceNow Agent mobile app.")
* [View and reply to task comments from push notifications](https://www.servicenow.com/docs/0k2g5ejjfn5eKD4u0thBcw "As a Field Service agent, you can view and reply to the comments given by customers in work order tasks using push notification actions without opening the ServiceNow Agent mobile app.")