0
28.3.0
Zurich Patch 2, Zurich, Yokohama Patch 8, Yokohama, Xanadu Patch 7, Xanadu Patch 4, Xanadu Patch 1, Xanadu
ServiceNow® FSM Configurable Workspace enables agents/technicians to engage with customers, answer questions, and resolve issues. FSM Configurable Workspace provides components and pages to support dispatcher workflows for Agent Workspace.
- 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 of 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 dispatchers 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.
Bug Fixes
• Territory Resource Filtering - Fixed issue where groups with multiple types were not properly filtered
• Agent Data Management - Resolved calendar task disappearance when navigating between dates
• Resource Pagination - Corrected duplicate agent display when loading additional resources
• Contractor Group Search - Fixed search and expansion functionality in territory data model
• Collapse Mode Enhancement - Improved agent slot utilization across all groups
• Task Panel Pagination - Fixed pagination display text not updating properly
• Pinned Agent Events - Resolved missing events for pinned agents during date navigation
• Personal Event Time Display - Ensured consistent time display across all workspace views
Improvements
• Enhanced territory model support and resource visibility
• Improved user experience with better pagination information
• Strengthened data management to prevent state conflicts
• Better handling of contractor groups in search scenarios
Technical Information
• Version: SR - FSM - FSM Configurable Dispatcher Workspace Bundle v8.0.2
• Compatibility: Backward compatible with existing 8.0.X versions
• Requirement: Requires Zurich Patch 2 as minimum platform version
System requirements:
-
- Field Service Management
- Field Service Management Configurable Dispatcher Bundle
- sn-fsm-components