View your requests

View the requests you have sent in the Request list view in MyTime. The request list will show the status for the requests.

Click on a request to expand it and show more detailed information. If a request has been denied, expanding it shows the reason why it was denied. This can help you get your new request approved. For shift trade requests from other agents, expand it to show the shifts to trade and to approve or deny.

If you send a request and then change your mind, you can delete the request if it is still in state Pending or Waitlisted.

If needed, you can cancel an already approved absence request. It can be canceled until a set number of days before the start of the absence.


  • You have the MyTime permission and at least one of the following underlying permissions:
    • Absence reporting
    • Absence requests
    • Overtime requests
    • Shift trade board
    • Shift trade requests
    • Text requests
  • To cancel absence requests, you need the MyTime > Absence requests > Cancel request permission.

Page location

WFM > MyTime > Requests tab


Show all requests

By default, the current requests are shown. Current requests are defined as all future requests and the requests where the start date is up to 10 days back. Use the filter to show all requests.

  • Select Request list.
  • Open the Show menu and select All requests.

Sort requests

The requests are by default sorted by the date when they were last updated. Sort them by start date.

  • Select Request list.
  • Open the Sort by menu and select Start date.

Reply to a shift trade request from another agent

If you get a message that you have received a shift trade request from another agent, answer if you want to trade shifts or not.

  1. Select Request list.
  2. Click the request to expand it and show the details.
  3. Review the details and enter any message you want to send to the requesting agent, for example a reason for denying the request.
  4. Click Approve or Deny. If you approve the request and it passes all validations, the trade either happens immediately or is sent for administrator approval.

Reply to a request

The administrators can reply to a request without approving or denying it, for example to ask a question. Update the information on the request to provide more information if needed.

  1. Select Request list.
  2. Click the request to expand it.
  3. Update the message to clarify or provide more information.
  4. Click Save.

Delete a request

You can delete a sent request if it is still in Pending or Waitlisted state.

  1. Select Request list.
  2. Click the X in the upper right corner of the request to delete.
  3. Click Delete to confirm.

Cancel an absence request

Cancel an already approved absence request if your situation changes. A limit might be set for your organization for how late you can cancel an absence request.

  • Select Request list.
  • Click the X in the upper right corner of the request.
  • Click Yes to confirm.

Understand the request states

These are the possible states for requests.

  • New—Not yet handled by the system. If the request stays in the state new for a long time, contact your system administrator.
  • Pending—Waiting to be handled by an administrator.
  • Approved—Either approved by an administrator or automatically approved by the system.
  • Denied—Denied by an administrator or automatically denied by the system because it did not pass all validations. Click to expand the request to show the detailed information which often states why the request was denied.

The following states are only used for absence requests.

  • Canceled—Canceled by either an administrator or by you.
  • Waitlisted—Could not be approved based on the current situation for that day. It can still be approved if the situation changes.

The following states are only used for shift trade requests.

  • Pending, waiting for other party—The person you asked to trade with has not yet answered your request.
  • Pending, waiting for your approval—You have been asked to trade shifts and need to approve or deny.
  • Pending, waiting for approval—The administrator has not yet handled the request.

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