0
28.1.1
Zurich, Yokohama, Xanadu Patch 7, Xanadu Patch 4, Xanadu Patch 1, Xanadu, Washington DC Patch 10, Washington DC Patch 4, Washington DC
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.
- Performance Improvements - Enhancements to backend and UI responsiveness, especially in calendar and task panel rendering.
- Improved backend drag-and-drop performance.
- Optimized event body rendering.
- Enabled support for batch streaming with individual databrokers.
- Identified and addressed task assignment bottlenecks.
- Enhanced auto-refresh logic for calendar.
- Limited refresh scope to expanded panels only.
- Extensibility - Support for broader resource types and filtering capabilities.
- Extended filters to support more resource types.
- Usability - Improvements to workflows and user interactions in the Dispatcher Workspace.
- Auto-updated end time in personal events.
- Flagged tasks outside the Dispatcher workspace UI.
- Evaluated list view bundles.
- Decoupled task panel auto-refresh settings.
- Calendar Updates - Enhancements to calendar rendering, timezone support, and event handling.
- Improved rendering and date handling.
- Enhanced calendar refresh and performance.
- Deprecated non-collapsible calendar behavior.
- Removed legacy collapse mode logic to query and render resources on the schedule calendar.
- Other Notables
- Enabled view-only access to Smart Assessment responses from the workspace.
- Displayed dependent tasks in the Contextual side panel.
- Added conflict detail to dependent task cards.
- Migrated from work parameters to the new agent schedule attribute plan table.
- Tech Debt - Focuses on modernizing and cleaning up legacy components in the Dispatcher Workspace.
- Replaced the datetime picker with the NDS component for consistency.
- Fixed ACL warnings across the Dispatcher workspace tables.
- Introduced API abstraction for flat table rendering.
- Manager workforce page enhancements -
- Added calendar tab in contextual side panel when workforce optimization (WFO) is enabled.
- Display work order tasks when WFO is enabled.
- Hide other events in the calendar except WOT events when WFO is enabled.
- Adopted the flat table approach for WFO.
- Applied the coral theme to the Workforce UI.
System requirements:
- Field Service Management
- CSM and FSM Configurable Workspace Foundation