---
title: Manage shifts in Service Operations Workspace
description: Accept or reject absence 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/it-service-management/service-operations-workspace/manage-shifts-in-service-operation-workspace.html
release: brazil
product: Service Operations Workspace
classification: service-operations-workspace
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Scheduling in Service Operations 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 Operations Workspace

Accept or reject absence 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.  Select 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.  Select **Approve** or **Reject** and confirm the same when prompted.

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

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

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

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

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

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

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

7.  Select and hold \(or right-click\) a shift card and select **Delete absence** to remove the approved absence request from the calendar.


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