If a Employee is unable to do a shift you offer them or they are pended to, double left click on their name (if pended), or on the "Refusal" button if you are rostering them through staff "Call In's". Here you must give a reason why they will not work.  This must be recorded.  You don't want to forget and call the same person again, after you put in the "Refusal" they will disappear off the list for that job, or day depending on the type of refusal. Request for sick leave can be noted here but Head Office must be notified.