---
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


---

# Synchronize agent calendar with the Microsoft Outlook calendar

# Synchronize agent calendar in Workforce Optimization for ITSM with the Microsoft Outlook calendar {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Streamline the way that agents manage their calendar so that they can view their schedule in one location.  
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 an admin, you can synchronize the agents' calendar in Workforce Optimization for ITSM with their Microsoft Outlook calendar.  
When the two calendars are integrated, agents with the Shift Planning Agent (sn_shift_planning.agent) role can also view the calendar information in their Microsoft Outlook calendar in real time. This information includes the agent's shifts, schedules, and events such as meetings, trainings, and time-off.  
Note:  
When you create events of type Custom, you must use extension points to synchronize the custom events in the two calendars.
* **[Set up the Workforce Optimization for ITSM agent calendar integration with their Microsoft Outlook calendar](https://www.servicenow.com/docs/kbsGqI6rYBYjooQFDJgaMA)**   
  Display the schedules, shifts, and events from the agent's calendar also in their Microsoft Outlook calendar when you synchronize both the calendars.