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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Manage shifts in Service Operations Workspace

# Manage shifts in Service Operations Workspace {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Accept or reject absence 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 select ![More]() icon or select and hold (or right-click) a shift card.
5. Select Provide coverage to replace a member of the shift.  
   Provide the following details and select 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. Select and hold (or right-click) a shift card and select Delete absence to remove the approved absence request from the calendar.

*[\>]: and then