---
title: Manage shifts in service operation workspace
description: Accept or reject absences requests, resolve gaps and conflicts by providing coverage and scheduling extra time for a shift.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/service-operations-workspace/manage-shifts-in-service-operation-workspace.html
release: australia
product: Service Operations Workspace
classification: service-operations-workspace
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Scheduling in service operation workspace, On-Call Scheduling in Service Operations Workspace, Managing IT services in your organization, Service Operations Workspace for ITSM, IT Service Management]
---

# Manage shifts in service operation workspace

Accept or reject absences requests, resolve gaps and conflicts by providing coverage and scheduling extra time for a shift.

## Before you begin

Get an overview of how to manage shifts in this video.\[Omitted video\] Description: Manage shifts

Role required: rota\_manager, rota\_admin

## Procedure

1.  Navigate to **Workspaces** > **Service Operation Workspace**.

2.  Click the **Schedule** icon to view all the absence requests, gaps and conflicts in a shift.

    All the absence requests are displayed in the **Required actions** section.

3.  Click **Approve** or **Reject** and confirm the same when prompted.

4.  For gaps or conflicts, select the shift card and click \[Omitted image "icon-sr-more-actions-vertical.png"\] Alt text: More icon or right-click a shift card.

5.  Click **Provide coverage** to replace a member of the shift.

    Provide the following details and click **Provide coverage**:

    -   Member: name of the member
    -   Start
    -   End
    \[Omitted image "provice\_coverage\_sow.png"\] Alt text: Provide coverage

6.  Click **Schedule extra time** to work for extended hours and provide the following details:

    -   Start
    -   End
    Click **Schedule extra time**.

    \[Omitted image "schedule\_extra\_time\_sow.png"\] Alt text: schedule extra time

7.  Right-click a shift card and click **Delete absence** to remove the approved absence request from the calendar.


**Parent Topic:**[Scheduling in service operation workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/scheduling-in-service-operation-workspace.md)