Select Admin | Engagement| Function Role to open the Portal Function Roles screen:

Select the role from your list (in this example, Employee Portal User) to open the Employee Portal Function Role screen:

To enable the Duty Swap item, navigate through the function roles by selecting Diary, then Duty View and finally Duty Swap option as shown:

Ensure that Duty Swap option is selected:

Select Save before exiting the screen to save your changes

Open Admin | Engagement | Help Desk Task Types:

Select Add

From the dialog box, select the New Task Type- in this case DUTYSWAP. The following Duty Swap Task screen loads:

Complete the task details by entering a Name, Description, optional Help Text, the Branches that can access Duty Swaps, the Statuses and any escalation group(s) as required

Once completed, select Save and Close