UST Telco AgentGO application delivers intelligent, real-time agent availability and skill-based task matching through a robust, enterprise-ready Scripted REST API built natively for Field Services Management on the ServiceNow platform. It dynamically queries agent schedules to identify availability within precise time windows, ensuring that the right resources are matched to the right tasks based on specific skill sets such as routers or network systems.
UST Telco AgentGo Application fills in the gap where the FSM module out-of-the-box does not provide the capability to identify available agents for the given skills and windows. The UST Telco AgentGo Application is designed for global operations; it optimizes agent selection by factoring in time zones like America/New York to enable seamless coordination across regions. With secure authentication via OAuth 2.0 or API keys, the solution is built to scale into existing ServiceNow workflows.
Real-Time Availability Insights
Dynamically queries agents and schedules to identify agents available within precise time ranges.
Precision Skill-Based Matching
Matches agents to tasks, supporting precise skill requirements (e.g., HVAC, Plumbing).
Time Zone Optimization
Filters agents by time zone (e.g., America/NewYork) for seamless global coordination
Seamless ServiceNow Integration
Built as a Scripted REST API, integrated with ServiceNow for plug-and-play deployment.
Secure and Scalable Architecture
Uses OAuth 2.0 or API Keys; handles thousands of calls for enterprise-scale operations.
Release Notes – Telco Agent GO
Version: 1.1.0
Release Date: August 22, 2025
Supported Versions: San Diego and above
Overview
Telco Agent GO enables internal and external users to dynamically check agent availability based on skills, appointment date, time zone, location, duration, and preferred agent.
Key Features
- Agent availability via catalog item and Scripted REST API
- OAuth 2.0-secured external access
- Role-based access control
- FSM integration and real-time slot lookup
Dependencies
- Plugin: Field Service Management
- tables accessed+ = agent_events, wm_task,sys_user,sys_user_has_skill,cmn_skill,cmn_location
Known Issues
- No offline/mobile support
- Availability relies on complete schedule data
Field Service Management (FSM) Standard Entitlements
- Field Service Management (com.snc.field_service_management)
Required Table Permissions
Ensure your scoped application has access to the following tables:
Table Name :: Access Type
agent_work_schedule :: Read/Write
cmn_schedule_span :: Read
agent_events :: Read
wm_task :: Read
sys_user_has_skill :: Read
sys_user :: Read
cmn_skill :: Read
cmn_location :: Read