Scheduling components in Workforce Optimization for ITSM

  • Release version: Australia
  • Updated March 12, 2026
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    Summary of Scheduling Components in Workforce Optimization for ITSM

    Workforce Optimization for ITSM provides tools for managing agent shifts and schedules. It includes specific roles for users, agents, and administrators, along with configurable properties to customize scheduling behavior. Understanding these components is essential for effective scheduling and management of workforce resources.

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    Key Features

    • Roles:
      • Shift Planning User: Read access to view schedules and shifts.
      • Shift Planning Agent: Access to personal calendar, with options to request shift swaps or time off.
      • Shift Planning Admin: Full administrative access to manage schedules and shifts.
    • Properties:
      • Event Display Configuration: Control how far back or forward events are shown on mobile (up to 31 days past, 90 days future).
      • Agent Break Management: Options for agents to edit or manage their break times.
      • Shift Signup Options: Customize maximum shifts for signup and enable/disable signup functionalities.
      • Outlook Sync: Synchronize agent calendars with Microsoft Outlook.
    • Scheduled Jobs: Automates the deletion of cached schedules daily at 2:30 AM, with an option for on-demand execution.
    • User Preferences: Set preferences for viewing limits on shifts and scheduling plans to enhance user experience.

    Key Outcomes

    By configuring these roles and properties, ServiceNow customers can effectively manage agent scheduling, enhance communication around shifts, and ensure that agents have the tools they need to manage their work-life balance. This results in improved operational efficiency and higher satisfaction among staff.

    Workforce Optimization for ITSM has roles to administer agent shifts and schedules and properties to configure default behavior.

    Roles

    Role title [name] Description Contains roles
    Shift Planning User [sn_shift_planning.user] Grants read access for scheduling including the ability to view schedules and shifts.
    Shift Planning Agent [sn_shift_planning.agent] Grants agents access to their calendar. Agents can request shift swap or time off. sn_shift_planning.user
    Shift Planning Admin [sn_shift_planning.admin] Grants administrative access to create, read, update, and delete (CRUD) schedules and work shifts.
    • sn_shift_planning.approver
    • sn_shift_planning.user
    • sn_shift_planning.agent

    Properties

    Property Description
    sn_itsm_ mobile_agent.events_query_days_past The maximum number of days past events for your shifts can be displayed on your mobile application. You can enter values that range from -1 to -31.
    • Type: Integer
    • Default value: -31
    sn_itsm_ mobile_agent.events_query_days_future The maximum number of days future events for your shifts can be displayed on your mobile application. You can enter values that range from 1 to 90.
    • Type: Integer
    • Default value: 90
    sn_uib_agent_sp.allow_agent_edit_break Enables agents to edit the start and end time of their break time in a shift span.
    • Type: true|false
    • Default value: false
    sn_uib_agent_sp.allow_agent_add_remove_break Enables agents to add or remove their break time in a shift span.
    • Type: true|false
    • Default value: false
    sn_shift_planning.number_of_days_to_cache Number of days to cache agent schedules.
    • Type: Integer
    • Default value: 5
    sn_shift_planning.max_shifts_to_autoassign Number of preferred shifts from a schedule plan that will be auto-assigned.
    • Type: Integer
    • Default value: 1
    sn_shift_planning.max_shifts_allowed_for_signup The maximum number of shifts that agents can sign up for within a schedule plan.
    • Type: Integer
    • Default value:1
    sn_shift_planning.enable_agent_signup Enable agents to sign up for their own shifts.
    • Type: true|false
    • Default value:true
    sn_shift_planning.enable_schedule_signup_link Enables or disables the link in the Upcoming section in the Service Operations Workspace landing page where agents can view shifts that they've signed up for that are due on the current day and the day after the current day.
    • Type:true|false
    • Default value: true
    sn_shift_planning.days_to_signup_due_date The number of days before the shift sign-up due date when agents and managers are notified.
    • Type: Integer
    • Default value: 2
    sn_shift_planning.display_shift_name Set this property to true to display the shift name. If the value is set to false, the event type will be displayed.
    • Type: Boolean
    • Default value: True
    Note:
    It will take 24 hours for any changes you make to the property value to take effect. To view the changes immediately, run the Shift Planning - Delete All Agent Schedules Cache scheduled job.
    assignShiftAgentsTypeaheadDisableAutoClose

    Turns off the closing of the Assign agents to this shift typeahead list every time an agent is selected.

    In the application navigator, enter sys_ux_page_property.LISTand press Enter.
    • Type:true|false
    • Default value: false
    sn_wfo_outlook.enable_outlook_sync
    Set this property to true to turn on the synchronization between the agent's calendar and the Microsoft Outlook calendar.
    • Type: Boolean
    • Default value: False

    Scheduled jobs

    Table 1. Scheduled Job
    Name Description
    Shift Planning - Delete All Agent Schedules Cache Deletes cache from the sn_shift_planning_agent_availability table.
    • Runs automatically everyday at 2:30 am
    • Run this job on-demand when you import data.

    User preferences

    Navigate to All > User Administration > User Preferences and add the preferences listed in the table below.
    Note:
    To set a system-wide user preference, select the System check box.
    For information on setting user preferences, see User preferences.
    User Preference Description
    workspace.onCallShiftsPageSize Set the maximum number of on-call shifts to view per page in the On-call shifts tab in the Shifts side panel.
    • Name: workspace.onCallShiftsPageSize
    • Type: Integer
    • Value: Enter the preferred number of on-call shifts you want to view per page.
    workspace.workShiftsPageSize Set the maximum number of work shifts to view per page in the Work shifts tab in the Shifts side panel.
    • Name: workspace.workShiftsPageSize
    • Type: Integer
    • Value: Enter the preferred number of work shifts you want to view per page.
    workspace.schedulePlanPageSize Set the maximum number of scheduling plans to view per page in the Schedules side panel.
    • Name: workspace.schedulePlanPageSize
    • Type: Integer
    • Value: Enter the preferred number of schedules you want to view per page.