---
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


---

# Notifications

# Notifications in ITSM
Mobile Agent for Workforce Optimization for ITSM {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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.
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. As a Workforce Optimization for ITSM agent (sn_shift_planning.agent) and a Workforce Optimization for ITSM manager (sn_wfo_cfg_ws.manager), you can enable or
disable notifications for shift-swap and time-off requests and approvals. Agents can request
a shift-swap with their peers and get approval from their manager. They can also request
approval for time-off from their managers.

You must set your notification preferences in your desktop application to receive the
notifications in your ITSM
Mobile Agent application.  
To enable the notifications:

1. On your desktop application instance, click the gear icon ![Gear icon]() in the top-right corner. The System Settings screen appears.
2. Click Notifications.
3. Enable Allow Notifications.
4. In the Notifications Category section, click Mobile - Shift Planning.
5. Enable the desired notification.
{#configurable-wfo-itsm-mobile-notifications__ol_gjg_hl3_34b} {#configurable-wfo-itsm-mobile-notifications__table_omz_rqm_h4b__entry__2}

| When you enable this notification | You receive a notification when your |
|-|-|
| Shift-swap approval request | * Agents send shift-swap requests to approve. * Your peer sends a shift-swap request to approve. {#configurable-wfo-itsm-mobile-notifications__ul_tzy_k5n_h4b} |
| Shift-swap approved by manager | Manager approves your request to swap shifts with your peer. |
| Shift-swap approved by peer | Peer approves your request to swap shifts with them. |
| Shift-swap rejected by manager | Manager rejects your request to swap shifts with your peer. |
| Shift-swap rejected by peer | Peer rejects your request to swap shifts with them. |
| Time-off approval request | Agents send requests to approve time off. |
| Time off approved | Manager approves your time-off request. |
| Time off rejected | Manager rejects your time-off request. |
[ ]

{#configurable-wfo-itsm-mobile-notifications__table_omz_rqm_h4b}
**Related topics**   

* [Setting notification preferences in Core UI](https://www.servicenow.com/docs/access?context=user-notification-preferences&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US)