0
30.1.1
Australia Patch 4, Australia, Zurich Patch 2, Zurich, Yokohama Patch 8, Yokohama
Standalone Application
ServiceNow® Dispatcher Workspace is a configurable scheduling application that enables dispatchers to efficiently route work to field service technicians and monitor their performance. Dispatcher Workspace brings speed and efficiency to field service scheduling, providing dispatchers and managers with a complete view of tasks, teams, locations and statuses.
- Dispatcher dashboard: The Dispatcher Dashboard is the homepage in the CSM/FSM Configurable Workspace. The dashboard displays real-time data for the operations and performance of field service agents across their assignments. Dispatchers get instant visibility into the statistics on pending dispatch items and agent location status. In the expanded map, dispatchers can auto-zoom the map to view a particular technician or work order task.
- Automated work assignment: Enables you to quickly schedule work orders based on technician skills, parts, distance, and recommendations.
- Configurable layout: Provides each dispatcher with a personalized display, including custom filters, advanced search, and sort options. Dispatchers can also configure task and agent cards to display relevant information.
- Dynamic scheduling: Enables dispatchers to automatically select an agent and assign work order tasks. Dispatchers can respond quickly to changes with integrated dynamic scheduling and can reschedule jobs automatically based on the configuration of task priorities and double booking.
- The selected date is now retained when switching between calendar views. Previously, navigating between day, week, and other calendar views caused the current date selection to reset, forcing dispatchers to re-navigate to their working date after every view change.
- Resizing a task on the calendar now correctly updates the scheduling method to Manual. Previously, dragging the edge of a calendar task to resize it did not change the scheduling method, even though the task time had been manually adjusted.
- The task assignment confirmation modal now shows the correct task details after a resize. Previously, when a dispatcher resized a task event on an agent's calendar, the confirmation modal displayed details from a previously interacted task rather than the one being resized.
- Work order events no longer appear duplicated on the calendar when scrolling or loading more records. Previously, scrolling through the calendar or triggering a load-more action could cause WFO events to render multiple times in the same time slot.
- Task tooltips now display the correct description after a drag-and-drop operation. Previously, the tooltip shown when hovering over a task after dragging it to a new slot continued to display the description from the previously hovered task rather than updating to the current one.
- Territory and group filter buttons now correctly restore their persisted state between sessions. Previously, territory and group toggle buttons in the toolbar did not reliably restore the dispatcher's saved selections, requiring them to reapply filters on each visit.
- Tasks now load correctly when filtering by assignment group. Previously, selecting an assignment group in the workspace filter caused the task list to remain empty even when tasks existed for that group.
- Sort-by-parts performance has been restored for large datasets. Previously, sorting resources by parts in environments with large data volumes experienced significant slowdowns, particularly affecting high-volume deployments.
- Territory maps now load correctly regardless of the Google Maps API version in use. Previously, the Google Maps API version was hardcoded to "weekly", which caused territory map features to break when newer API releases introduced incompatible behavior. The API version is now resolved dynamically.
- The embedded break indicator in the calendar now renders correctly. Previously, component-level changes to the break display could cause it to appear incorrectly or not render in certain configurations.
- Bundle filter queries now correctly enforce access controls. Previously, the filter query used when adding tasks to a bundle did not fully enforce access control rules, which could allow results to include records the user should not see.
- Pagination labels for territory and agent group lists now display correctly in all supported languages. Previously, the translation keys used for navigation controls in territory and group lists were incorrect, causing untranslated or missing labels to appear for some locales (including French).
System requirements:
- Field Service Management
- Application common configurations
- CSM and FSM Configurable Workspace Foundation