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Synchronize agent calendar with the Microsoft Outlook calendar › Setting up › Scheduling › Workforce Optimization for ITSM › IT Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Set up the Workforce Optimization for ITSM agent calendar integration with their Microsoft Outlook calendar

Display the schedules, shifts, and events from the agent's calendar also in their Microsoft Outlook calendar when you synchronize both the calendars.

Before you begin

Role required: admin

Procedure

  1. Set up the Microsoft Exchange Online spoke.

    Note: Verify that the following Microsoft Graph permissions are set correctly in the Microsoft Azure portal:

    PermissionTypeDescription
    Calendars.ReadWriteDelegatedFull access to user calendars
    Calendars.ReadWrite.SharedDelegatedRead and write access to user and shared calendars
    Calendars.ReadWriteApplicationRead and write access to calendars in all mailboxes

  2. Set the sn_wfo_outlook.enable_outlook_sync system property to true.

    For more information, see Scheduling components in Workforce Optimization for ITSM.

  3. Add the email IDs of the users that you want to synchronize to the User [sys_user] table.

    Your agents' Workforce Optimization for ITSM calendar is now synchronized with their Microsoft Outlook calendar.

    Important: If the swapped shifts don't appear in the Microsoft Outlook calendar, verify that you've followed all steps in this procedure to make sure that the schedule for the shifts have been synchronized with Microsoft Outlook.

Parent Topic:Synchronize agent calendar in Workforce Optimization for ITSM with the Microsoft Outlook calendar