Configure event categories for the ITSM Manager Workspace

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Add an event category. Create or update field configurations for events. You can also specify if an event category must be excluded when the shift coverage for agents is calculated.

    Before you begin

    Role required: sn_shift_planning.admin

    The following event category configurations are available by default:
    • Work
    • Meeting
    • Training
    • Custom Event
    • Time Off
    • Break

    Procedure

    1. Navigate to All > Workforce Optimization for ITSM > Scheduling > Event Categories.
    2. In the Event Categories list, click New.
    3. In the Name field, enter a name for the event category.
    4. If you want to exclude this event category for agent coverage calculation, enable the Exclude from coverage check box.
    5. In the Event field configuration dialog box, edit the following configuration as needed:
      Note:
      • You can remove any property that does not apply to a type of event.
      • By default, agents can add attendees to the meeting and training event types.
      {
            "create": {                //Creates an event type form
                "attendees": {         //Adds the Attendees field       
                "mandatory": true,     //Sets this field as mandatory
                "readOnly": false,     //Sets this field as read-only
                "allowAllUsers": false //Allows you to only add users managed by the logged-in user; to add any user, set this value to true
                },
                "startDate": {    
                "mandatory": true,
                "readOnly": false
                },
                "endDate": {
                "mandatory": true,
                "readOnly": false
                },
                "additionalSelectors": [    //Add custom fields to the form
                {
                    "fieldLabel": "Select Shift", //Name of the field that displays on the form
                    "table": "sn_shift_planning_shift_plan", //Name of the table referenced by the field
                    "field": "name", //Any field from the selected table whose display values must be shown in the custom field
                    "value": "",
                    "mandatory": true,
                    "additionalQueryString": ""
                }
                ]
            },
            "edit": {                    //Edit an event type form
                "attendees": {
                "mandatory": true,
                "readOnly": false,
                "allowAllUsers": false
                },
                "attendeesFieldForAgent": { //Add attendees to events
                "mandatory": true,
                "visible":true,
                "readOnly": false,
                "allowAllUsers": false,
                "label":"Attendees"
                },
                "startDate": {
                "mandatory": true,
                "readOnly": false
                },
                "endDate": {
                "mandatory": true,
                "readOnly": false
                },
                 "description":{               //Add text fields to the form
		    "mandatory":false,
		    "readOnly":false,
		    "label":"Notes"
		    },
                "additionalSelectors":[
                {
                    "fieldLabel": "Select Shift",
                    "table": "sn_shift_planning_shift_plan",
                    "field": "name",
                    "value": "",
                    "mandatory": true,
                    "additionalQueryString": ""
                }
                ]
            }
        }
    6. Click Submit.