Make a request to swap shifts or take time off using the Mobile Agent application

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read

    • 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.

    Before you begin

    Role required: sn_shift_planning.agent

    Procedure

    1. Navigate to the ITSM Mobile Agent application.
    2. Request time off.
      ToDo this
      Request time off after reviewing your schedule
      1. In the Schedule section, tap My calendar.
      2. Tap the date for which you want to make the request.
      3. Tap the work shift for that day.
        Note:
        Alternatively, you can swipe left on the shift you want to request time off or shift swap and select the desired option.
      4. Tap Request time off.
      5. In the Title field, enter a reason for the time off request.
      6. In the Description field, enter a reason requesting time off.
      Request time off after reviewing your time-off requests
      1. In the Schedule section, tap Work shift time-off requests.
        Note:
        You can view your pending and completed time-off requests.
      2. Tap the menu icon and then tap Request time off.
      3. In the Title field, enter a reason for the time off request.
      4. In the Start time field:
        1. Tap the calendar iconCalendar icon.
        2. Tap and select the date you want to start taking time off.
        3. Tap the time field at the top-right corner of the calendar and select the time to start taking your time off.
        4. Click OK.
      5. In the End time field:
        1. Tap the calendar iconCalendar icon.
        2. Tap and select the date you want to end taking time off.
        3. Tap the time field at the top-right corner of the calendar and select the time to end your time off.
        4. Click OK.
      6. In the Description field, enter a reason for requesting time off.
    3. If you are using:
      • An Android application, tap the send icon.
      • An iOS application, tap Submit.
      A notification to approve your request is sent to your manager.
    4. Request a shift-swap.
      You can communicate with other agents by using Connect Chat or the activity stream on the record to make sure that they would like to swap the requested shift with you.
    5. In the Schedule section, tap My calendar.
    6. Tap the date for which you want to make the request.
    7. Tap the work shift for that day.
      Note:
      Alternatively, you can swipe left on the shift you want to request time off or shift swap and select the desired option.
    8. Tap Request shift swap.
    9. In the Swap with field, tap and select the agent you want to swap with.
    10. Make a shift-swap request.
    11. In the Requested shift field, tap and select the agent's shift that you want to swap with.
    12. If you are using:
      • An Android application, tap the send icon.
      • An iOS application, tap Submit.
      A notification is sent to the agent to approve your request.