Brazil, 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.
New Features and Enhancements
Operational Notes
- Dispatchers can create, edit and delete operational notes on resources, tasks, crews and equipment, with confirmation messages on save and delete.
- Notes can be opened in a dialog or in the task and resource information panels, and are also available on workspace list and record pages.
- Note icons appear on task panel cards and calendar task events, and the latest note shows in the hover popover for task cards and events.
- Notes stay current after soft refresh, date changes and viewport scrolling, and resource cards refresh automatically when a resource note changes.
- Calendar notes are now supported on the Gantt view.
- Calendar events with no type are dimmed when they don't match the active filter.
Performance
- Adding resources to the calendar is faster.
- Viewport scrolling renders more quickly, and KPI calculations run faster.
Filters and Configuration
- The advanced resource filter typeahead shows sublabels so users with the same name can be told apart.
- The minimum drag distance for click-and-drag task recommendations is now configurable.
- Time format entry in HH:MM is validated.
Map
- Ferry routes are excluded from routes shown on the Dispatcher Workspace map.
Fixes
Security
- Strengthens access controls and input handling for dispatcher queries, work order task details and assignment pop-ups.
Viewport Scrolling
- The timezone indicator now appears when hiding off-shift agents.
- Auto refresh and soft refresh work correctly in edge cases, including fetching ad hoc resource events.
- The route icon is correctly hidden in week view.
- An unnecessary data call when moving to the next day was removed.
Translations and Accessibility
- Settings labels, the system timezone label, the "Temporary filter" label and the OR/AND search operators now display in the user's language.
- Toolbar buttons now meet the WCAG 2.2 minimum target size.
Filtering
- Advanced task filtering works on duplicated pages.
- The task panel quick filter no longer loads indefinitely when Parts are used.
- The advanced resource filter and the resource filter in the information panel no longer show a blank calendar or extra groups, including for agents in multiple assignment groups.
- The quick filter for Task SLA is faster, and its loading icon, tooltip and add-resource behavior were corrected.
- The Match Calendar Dates setting is retained after a browser refresh.
Task Assignment
- Assigning a work order task requires a single drag and drop instead of two.
- The Assigned To field is now populated in the assignment confirmation window.
- Calendar events no longer appear twice when Task Recommendation plugins are active.
Scheduling and KPIs
- Break embedding works for existing work order tasks and no longer appears with fixed windows and agent efficiency.
- Override schedule breaks are no longer shown on the dispatcher workspace.
- KPI calculations now include agents who belong through group membership.
Not applicable for this application version. For more information, please see
Application Runtime Policy
System requirements:
- Field Service Management
- Application common configurations
- CSM and FSM Configurable Workspace Foundation