0
30.0.2
Australia, Zurich Patch 2, Zurich, Yokohama Patch 8, Yokohama, Xanadu Patch 7, Xanadu Patch 4, Xanadu Patch 1, Xanadu
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 & Enhancements
- Viewport Scroll (Dynamic Resource Loading): Progressively loads resources with debounce as dispatchers scroll. Reduces initial page load times for large territories. Soft/auto-refresh and "View on Calendar" respect the active viewport. Hides off-shift agents until requested. Preserves focus, pinned/adhoc resources, metric counts, group expansion, filters, and window positioning across dates and scrolls.
- Task Card Hover Popover: Displays configurable key details on calendar timelines and map markers without opening records. Hides empty fields, prevents map text overflow, dismisses on window switching, and eliminates duplicate marker tooltips.
- Territory Demand Channel Mapping: Surfaces territory-specific demand channel info on the CSP and calendar. Validates drag-and-drop assignments, warning users if an agent's demand channel mismatches the task's territory.
- Task Filter by Territory: Auto-narrows the task list to "My Territories" or current selections, removing the need for manual cross-referencing.
- CSP Upgrades: Adds header locking for long scrolls, inline WOT field editing (activity streams, notes, comments), and inline history views.
Fixes
- Drag & Drop: Fixed an issue where dropping tasks onto calendar contractor groups had no effect.
- Date & Time: Resolved incorrect event management localization, optimization summary date formats on refresh, timezone offsets for non-UTC all-day events, markspan shifting under MM/DD/YYYY formats, and stuck "Optimizing" labels.
- Resource Management: Corrected skill sorting/ranking and advanced resource filter pagination. Prevented adhoc resource deletion when assigned elsewhere. Fixed a timezone indicator null pointer exception and restored multi-territory manager visibility.
- Contractors & Crews: Fixed contractor expand-group controls, side-panel crew additions, and an issue causing white calendar spans for mid-shift relocated agents.
- Tasks & Assignments: Enforced "Allow Assignment Override" for multi-territory agents and fixed visualization lines for newly expanded groups.
- UI & Performance: Fixed "Hide Off-Shift Agents" toggle tooltips and active states. Removed horizontal scrollbars from task notifications, fixed cut-off event heights, added a landing page close button, hid the weekly "Optimize Route" button, and standardized route icons. Optimized back-end queries to slash latency and memory use in the Event Management tab.
- Security: Remedied an ACL bypass via the 'multiple' data broker, restricted filter configuration read access to dispatchers, and secured
getRefRecord()script scope boundaries.
System requirements:
- Field Service Management
- Application common configurations
- CSM and FSM Configurable Workspace Foundation