---
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


---

# Swap your agents' shifts

# Swap your agents' shifts in 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  
Swap an agent's shift in your assignment group with another agent who can work on
that shift and skip the approval process.

## Before you begin

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.

Role required: sn_shift_planning.admin

## Procedure

1. Navigate to AllWorkforce Optimization for ITSMManager Workspace.
2. Click the Schedule icon (![Schedule icon]()).
3. In the Team Calendar tab, navigate and point to the shift for the agent that you want to swap with another agent.
4. In the shift pop-up window, click the Shift Swap icon (![Shift Swap icon]()).
5. In the Requested Shift section, click the Agent field and select the agent who can work on that shift.
6. Click Submit.  
   The team calendar displays the updated schedule.

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