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.
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.
- On your desktop application instance, click the gear icon
in the top-right corner. The System Settings screen
appears. - Click Notifications.
- Enable Allow Notifications.
- In the Notifications Category section, click Mobile - Shift Planning.
- Enable the desired notification.
| When you enable this notification | You receive a notification when your |
|---|---|
| Shift-swap approval request |
|
| 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. |