Version history for the FSM Configurable Dispatcher Workspace application on the ServiceNow Store.

Important: For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

Version history

Version 25.0.18 - April 2025
  • [Google Maps Places API - Workspace]: Upgrade to the new Places API from Google Maps APIs
  • Upgrade to the new Places API (new) and Routes API for Field Service Capabilities
    • Effective March 1, 2025, Google has designated the Places API, Directions API, and Distance Matrix API as Legacy services. The newer versions of these services are Places API (New) and Routes API.
    • You can’t enable or generate new API keys for these legacy services. However, you can continue using these services with the existing API keys. Enable the new APIs from Google Console to continue using the API services without any issues.
    • If you need to create a new Google API key after March 2025, you must enable the new APIs from Google Console.
    • For more information see, KB2111488, KB2112054, and Changes to Google Maps Platform automatic volume discounts, monthly credit, and services transitioning to Legacy status.
Version 26.0.15 - April 2025
  • Fixed
    • Auto refresh on personal event is causing calendar to go blank for UK time zone format.
    • Stockrooms in ""Source Part"" modal from Work Order Task fail to load when viewed in a non-English language
    • Field Service Dispatcher screen is not loading when setting up a location
    • Menu options missing in Work Order Card for Similar Work orders
    • Filter Duplicate groups that prevent duplicate event entries in calendar.
    • Events show multiple times, when an agent belongs to more than one group(Crew Members)
    • Events are not shown/duplicated in the Calendar Panel
    • A date time field configuration for task panel cards causes page to stop loading
  • [Google Maps Places API - Workspace]: Upgrade to the new Places API from Google Maps APIs
  • Upgrade to the new Places API (new) and Routes API for Field Service Capabilities
    • Effective March 1, 2025, Google has designated the Places API, Directions API, and Distance Matrix API as Legacy services. The newer versions of these services are Places API (New) and Routes API.
    • You can’t enable or generate new API keys for these legacy services. However, you can continue using these services with the existing API keys. Enable the new APIs from Google Console to continue using the API services without any issues.
    • If you need to create a new Google API key after March 2025, you must enable the new APIs from Google Console.
    • For more information see, KB2111488, KB2112054, and Changes to Google Maps Platform automatic volume discounts, monthly credit, and services transitioning to Legacy status.
  • Improved the performance of the Drag and drop operation of work order tasks to agents on calendar.
Version 27.0.10 - April 2025
  • Fixed
    • Dispatcher Workspace Google Maps live agent location update displays wrong last updated time when system has a different time zone
    • Calendar goes blank when one of the agent is in a different timezone
    • Auto refresh on personal event is causing calendar to go blank for UK time zone format
    • Equipment events only displayed on DWS for one equipment if multiple equipment share the same event
    • Stockrooms in ""Source Part"" modal from Work Order Task fail to load when viewed in a non-English language
    • Route Optimization shows incorrect Driving Distance
    • manager workforce page - Agent location history icon on agent card- we should show icon only in Day or WorkDay view and not in Week view
    • workforce page -Agent location history - When day changes map view should reset along with icon on agent card
    • Initial load for calendar doesn't work
    • Filter Duplicate groups that prevent duplicate event entries in calendar.
    • Show route button on agent card is visible on Week view but should not be visible in Week view.
    • Crew Member Events not visible. When the resource count is less than 15, Backport DEF0618204
    • Events show multiple times, when an agent belongs to more than one group(Crew Members)
    • Task panel task card is not deselected on applying resource filter
    • Timezone is not getting appended to the scheduled start during auto refresh of task whenever the field gets updated
  • Upgrade to the new Places API from Google Maps APIs
  • Improved the performance of the Drag and drop operation of work order tasks to agents on calendar.
  • Territory Selector Filter: improve the performance of the prepareSelectedTerritoriesFromUserPreferenceFilters method as it is taking longer time when selectedIds stored in user preference increases
Version 25.0.16 - March 2025
  • Fix issues regarding calendar going blank when auto refresh personal event update
  • Fix event creation for all day events in different languages
  • Fix rank resources not returning any results for territory model
  • Fix personal event creation for different timezones
  • Fix events not shown / duplicated on calendar
  • Performance improvement in loading the workspace by adding empty state
Version 27.0.8 - February 2025
  • Improved overall Dispatcher Workspace performance
  • Introduced a new data model to store schedules and personal events for agents, crews, and equipments
  • Added empty state of Dispatcher Workspace that loads the workspace with a blank slate if no default group / territories are selected
  • Added multiple accessibility improvements
  • Added feature to show real-time markers of agents on Dispatcher Workspace map
  • Added advanced resource filter capability
  • Added ability to show completed route view for day view
  • Added various error handling mechanisms
  • Added changes for task dependency
  • Added additional manager support for workforce
  • Added Schedule Optimization related improvements
Version 26.0.12 - December 2024
  • Fixed issue with groups not sorting in the filter
  • Fixed issue with assignment not working on searched resources
  • Fixed issue with territory plugin not showing inactive resources
  • Fixed issue with hide off shift agents on collapsed mode
Version 26.0.11 - October 2024
  1. Fix issues regarding single select territories
  2. Fix load more related issues fetching more data than required
  3. Fix contractor cards not updating the added tasks
  4. Fix sorting issues with territory model
  5. Add improvements related to auto refresh for having constrained behavior
  6. Fix issues related to technician relocation
  7. Fix drag and drop issues with WFO
Version 26.0.6 - August 2024
  • Update tile icons for FSM UIB-enabled components
  • Restricted view on manager workforce page
  • Support territory on manager workforce page
  • Bug fixes for few A11y issues
  • Feature to load all assignment groups, territories, or header groups collapsed on initial page load of Dispatcher Workspace
  • Added warning message: SO and schedule assistance in conflict
  • Assisted assignment feature
  • Add single select of dispatch/group/territory on Dispatcher Workspace setting
  • Display various time zones on the Dispatcher Workspace calendar
  • Creation of personal events for territories on Dispatcher Workspace
  • Auto-refresh on task panel enhancement
  • Ability to hide off-shift or non-working agents from view, store-related changes
  • Agent location and capacity management updates for Dispatcher Workspace
Version 25.0.13 - June 2024
  1. Fixed issues related to loading contractors and equipments on Dispatcher workspace with territory model switched ON.
  2. Fixed honoring collapsed groups state during date navigation with Territory model switched ON.
  3. Uptake calendar component child configuration flags to fix section header collapse issue.
  4. Fixed work order getting stuck in draft status.
  5. Removed old qualifiers from default qualifiers sections
  6. Fixed show all routes and pagination.
  7. Fixed on demand intraday issue related to overlapping territories.
  8. Fixed misconfiguration of table/field ACLs for few tables to improve app security.
  9. Performance fixes on Dispatcher workspace.
Version 24.0.10 - March 2024
  • Fix issues for linear assets in workspace
  • Fix internationalization issues
  • Resolved an issue on dispatcher workspace for assignment window details coming up as empty
  • Fix issue on dispatcher workspace for Flexible view and week view for remove time gaps
  • Fix performance issues on territory planning and dispatcher workspace
  • Fix issues for ad-hoc agents not displaying on dispatcher workspace
  • Fix resource filter issue on dispatcher workspace for large number of assignment groups
  • Fix issue for dispatcher workspace drag and drop after sorting agents
Version 25.0.7 - February 2024
  • Create personal events on calendar
  • Make bulk updates for calendar events
  • Choose assignment options on drag and drop action
  • Enable single-select only on group/territory dropdown
  • Sidebar - Send messages between agents​
  • Display various timezones for agents​
Version 23.3.12 - September 2023
  • Fixed:
    • Agent Assist on the work order task form is not loading the correct page.
    • Utah with Dispatcher Workspace 23.3.8: calendar events and the task panel have task state colors are missing.
    • On the calendar, the work start and work end times for multi-day work order tasks are incorrect when indicators for travel time and travel home time are enabled.
    • Events are not visible for agents when filtered by a resource filter.
    • The default resource filter for agents in multiple groups hides events.
    • When the resource filter is applied, tasks are not displayed after dragging and dropping them on the calendar.
Version 23.2.11 - September 2023
  • Fixed:
    • Applying the resource filter is not displaying the events correctly.
    • Drag and drop to assign task failed right after refreshing the browser on the dispatcher workspace.
    • On the calendar, the work start and work end times for multi-day work order tasks are incorrect when indicators for travel time and travel home time are enabled.
    • Events are not visible for agents when filtered by a resource filter.
    • The default resource filter for agents in multiple groups hides events.
    • When the resource filter is applied, tasks are not displayed after dragging and dropping them on the calendar.
Version 24.0.7 - August 2023
  • Contextual Side Panel: Support the dispatcher in visualizing work schedules, and agent details, show sibling tasks and task requirements in a contextual side panel
  • Group Metrics: Allow Dispatchers to view group and individual performance.
  • Dispatcher Workspace Maps:
    • Improve the map markers and visual indicators on the map
    • Provide capability of agent and tasks filters on the map
    • Support the dispatcher in visualizing work schedules and routes, as well as agent details and task requirements in a contextual side panel
  • Dispatcher Workspace Automated Task Bundling: Allow Dispatchers to select and assign or create bundles from multiple tasks
  • Dispatcher Workspace Schedule Optimization indicator: DW UI indicator when schedule optimization is run
  • Dispatcher workspace Collapse/collapse task panel
Version 22.3.8 - July 2023
  • Fixed below:
    • Searching the resource and then dragging and dropping the task is not working in some scenarios
    • Creating a bundle is failing with the Vancouver family build
    • Task filters on DWS 3.0 on the initial page load are not filtered according to the default selected filter
    • on DWS 3.0 calendar, task state colors are missing with the Vancouver family build.
Version 23.3.5 - February 2023
  • New:
    • Ad-Hoc Filtering capability added in Task panel of dispatcher workspace
    • Added capability to lock/unlock work order tasks on dispatcher workspace UI
    • Capability added to Drag and drop work order tasks based on scheduled travel start time instead of scheduled start time
  • Changed:

    • The Central Dispatch plugin (com.snc.central_dispatch) is deprecated in Utah release.

      Instead, use the [field-service-mgmt] [dispatcher-workspace] plugin (com.snc.uib.fsm_dispatcher_workspace) for scheduling and dispatching work order tasks to agents.

    • Minor updates
Version 22.2.5 - August 2022
  • New:
    • Localization support from the internationalization team for translation of strings within this store app, so that the store build no longer depends on the family release build for translations.
    • The following usability features were added in the Dispatcher Workspace UI:
      • Within dispatcher workspace calendar, support resizing of the events to increase/decrease the duration of the event.
      • Update the layout in UIB pages to the latest layout 3.0 offered from UIB-UXF platform.