Requesting time-off using the ITSM Mobile Agent for Workforce Optimization for ITSM

Using the ITSM Mobile Agent app, shift planning agents can access their schedule. They can request time off to get their manager's approval or swap shifts with their peers and receive notifications for those requests and approvals.

Important:

The ITSM Mobile Agent for Workforce Optimization for ITSM features are available with the ITSM Mobile Agent 5.0 store application. For more information, see Activate Workforce Optimization for ITSM.

Using On-Call Scheduling with Workforce Optimization for ITSM

If you are using Mobile experience for On-Call Scheduling along with the ITSM Mobile Agent for Workforce Optimization for ITSM, you can access the On-Call Scheduling actions from the Schedule section.

To access:

• Upcoming shifts: tap My calendar and view your shifts.
• Time-off requests: tap On-call time-off requests and view the list of requests awaiting your approval and the ones for which you have completed the approval process.
• Who is on-call: tap Who is on-call to view the list of groups in the on-call schedule.

Setting the number of days to display events in shifts on the ITSM Mobile Agent

As a Workforce Optimization admin [sn_wfo.admin], you can configure the number of days events for shifts can be displayed on the mobile application using system properties. For more information, see Properties in the Scheduling section in Scheduling in Workforce Optimization for ITSM.

• Notifications in ITSM Mobile Agent for Workforce Optimization for ITSM
  Receive notifications when you manage shift-swap and time-off requests. Enable notifications for the actions that are most relevant to you. For example, get notified when you receive a request for approval from an agent who wants to swap shifts with a peer.
• Make a request to swap shifts or take time off using the Mobile Agent application
  Use the ITSM mobile app to look up your schedule, request time off, or swap your shift with your peers. If you can work during the requested shift, you can also approve your peer's request for the shift swap.
• Approve or reject a shift swap using the ITSM Mobile Agent application
  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.
• Track and manage your agent's schedule using the ITSM Mobile Agent application
  Monitor the shifts and schedule of teams within your assignment group using the ITSM Mobile Agent application. You can approve or reject requests for swapping shifts or time off for your agents.

Related concepts

• Mobile experience for On-Call Scheduling