Thank you for your feedback.
Form temporarily unavailable. Please try again or contact docfeedback@servicenow.com to submit your comments.
Versions
  • Madrid
  • London
  • Kingston
  • Jakarta
  • Istanbul
  • Helsinki
  • Geneva
  • Store
Close

Configuring central dispatch

Log in to subscribe to topics and get notified when content changes.

Configuring central dispatch

View work order tasks and agent information and assign work order tasks using central dispatch. Dispatchers can view the work order task and agent information that is configured by the administrator. Dispatchers can enable or disable the fields related to task and agent information that are visible to them.

Administer central dispatch

Customize the information that appears in the task and agent list in central dispatch.

Before you begin

Role required: admin

About this task

The system administrator can set the following advanced configuration settings:
  • The task fields displayed for each task in the Tasks section.
  • The task fields displayed in the tooltip for a task scheduled for an agent.
  • The user fields displayed for each agent in the Team section.
  • The colors assigned to the different task states.
These configuration settings are saved for each dispatcher and are available the next time the dispatcher logs in. These settings would override the configuration settings the dispatcher had previously set.

Procedure

  1. Do one of the following:
    • Navigate to Field Service > Administration > Central Dispatch Configuration
    • Do the following:
      • Navigate to Field Service > Dispatching > Central Dispatch
      • Click the configuration settings icon (Central Dispatch Configuration Settings icon) in the upper right corner of the screen
      • Click the Advanced Configuration link at the bottom of the configuration settings window.
  2. Configure the information that appears in the task and agent list.
    ToDo this
    Select the fields that can be displayed for a task in the Tasks list In the Task Fields section, select the desired fields and move them to the Selected list.

    The selected fields appear in Task Display Fields section in the Tasks tab in the configuration settings window. The dispatcher can enable or disable these fields as desired. The information for the fields that are enabled display for each task in the Tasks list.

    Select the fields that can be displayed in the task tooltips In the Task Tooltip Fields section, select the desired fields and move them to the Selected list.

    The selected fields appear in the tooltip when the dispatcher points to a task for an agent.

    Select the fields that can be displayed for an agent in the Team list Click the Team Display tab. In the Team Display Fields section, select the desired fields and move them to the Selected list.

    The selected fields appear in the Team Display Fields section in the Team tab in the Configuration Settings window. The dispatcher can enable or disable these fields as desired. The information for the fields that are enabled display for each agent in the Team list.

    Select the number of days for which agent's closed tasks must be displayed Click the Team Display tab. In the View closed tasks for field, select the number of days for which a dispatcher can view agent's closed tasks.

    You can customize the choices to set the number of days to view agent's closed tasks.

    To customize the choices:
    1. Right-click View closed tasks for and select Configure Choices.
    2. In the Enter new item field, add a new choice and click Add.
      Note: The valid number of days for viewing closed tasks range from 0 day to the last 90 days.
    3. Click Save.

    The added choice is available as a selection in the View closed tasks for drop-down menu.

    Select the colors that represent the different task states Click the State Color tab. For each task state, enter the name or HTML hex number for the desired color.

    Assigned tasks are represented on the calendar by colored bars, with the color of the bar indicating the task state.

    Select the colors for the task SLA indicators Click the SLA Color tab and modify the SLA color codes as needed.

    SLA indicators appear as thin colored bars under assigned and unassigned tasks.

  3. Click Update.

Enable the display of task and agent information

Enable or disable work order task and agent information you want to display in the central dispatch task and team list or in the dispatch calendar. Customize the type of work order tasks you want to display in the calendar.

Before you begin

Role required: wm_dispatcher or admin

About this task

The system administrator can customize the configuration settings by adding or removing field label buttons in the Tasks and Team tabs. Dispatchers can enable or disable these settings. The configuration settings set by the administrator would override the settings the dispatcher had previously set.

Procedure

  1. Navigate to Field Service > Dispatching > Central Dispatch.
  2. Click the configuration settings icon (Central Dispatch Configuration Settings icon) in the upper right corner of the screen.
  3. To enable the work order task information you want to display in central dispatch, click Tasks and do the following:
    ToDo This
    Enable the fields that you want to display for each task in the Tasks list In the Task Display Fields section, enable the fields that you want to display for each task.

    The Number and Short description fields are enabled by default and cannot be disabled.

    Enable the display of the time-window in which a task can be completed In the Settings section, enable Show Task Window.

    For each task, the time-window for completing a task displays as a gray striped bar adjacent to the task bar.

    Enable the display of a visual SLA indicator for each task In the Settings section, enable Show SLA Indicator.

    A visual SLA indicator appears as a thin colored line under the task bar.

  4. To enable the agent information you want to display in central dispatch, click Team and do the following:
    ToDo this
    Enable the fields you want to display for each agent in the Team list. In the Team Display Fields section, enable the fields that you want to display for each task.

    The Name field is enabled by default and cannot be disabled.

    Enable agent recommendation for work order tasks. If you want Central Dispatch to locate the tasks and recommend suitable agents to assign those tasks, enable Agent Recommendation.
  5. To customize the type of work order tasks you want to display in the dispatch calendar, do the following:
    1. Click Tasks.
    2. Click Advanced Configuration at the bottom of the window.
    3. Use the condition builder to filter the conditions to customize the display of the work order tasks.
    4. Click Update.
  6. Click the configuration settings icon (Central Dispatch Configuration Settings icon) to close the window.
Feedback