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.
• Fixed timezone-related issue where "Hide off-shift agents" icon was not properly disabled for past days when users were in different timezones from system base timezone
• Corrected drag-and-drop task scheduling when sn_fsm_disp_wrkspc.dispatcher_workspace.scheduled_travel_start_as_scheduled_start property is set to false - now properly calculates end times excluding travel durations
• Resolved issue where time-off events were not displaying correctly in Manager Workspace weekly view (events showed in daily view but not weekly view)
• Fixed pagination display issues when same agent belongs to multiple assignment groups under single territory - now shows correct resource counts and proper "Load More" functionality
• Added null pointer exception protection in task popover functionality when task records are missing optional fields like asset model or account information
• Fixed "Hide Map" property implementation on Manager workforce page - map-related buttons are now properly hidden when map is disabled in settings
• Resolved issue where deactivated agents were still visible in Workforce view - added proper active status filtering
• Fixed duplicate event ID issues that caused calendar rendering errors when single events needed to be displayed multiple times for different groups or qualifiers - implemented unique ID generation with suffix handling
• Various fixes to ensure proper handling of system properties and configuration settings across different deployment scenarios
System requirements:
- Field Service Management
- CSM and FSM Configurable Workspace Foundation