Work order task start and end dates

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Work order task start and end dates

    This topic explains how dynamic scheduling determines theWindow startandWindow enddates for work order tasks in ServiceNow’s Yokohama release. These dates are crucial for scheduling tasks effectively and are influenced by various factors including SLA dates, appointments, and transfer orders.

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    Key Features

    • Dynamic scheduling logic: Uses Window start and Window end dates if both are present. If dates are missing or passed, it defaults to current date/time or system properties (like com.snc.wm.wo.taskwindowday).
    • Automatic population of Window end: When a task is created, Window end is auto-set based on the latest SLA breach date of the parent work order if business rules and client scripts are enabled.
    • Fixed window setting: Disables automatic updates of Window end when enabled.
    • Appointment-driven Window end: For work orders created from appointments with associated SLAs, Window end is based on the appointment rather than the SLA.
    • Window start updates from transfer orders: For unassigned work orders, the Window start date is set from the delivery date of mandatory transfer order part requirements.
    • Manual override: Users can manually adjust the Window start date, overriding automatic values.

    Important Conditions and Exceptions

    • Window start is not updated from transfer orders if the work order task is linked to an appointment or has a fixed window.
    • Window end is not updated if it is already populated and occurs before the delivery by date.
    • Business rules such as Populate Window End Based On SLA and Sync up Delivery Time with WOT must be enabled for automatic updates to function.

    Practical Implications for ServiceNow Customers

    Understanding how Window start and end dates are set helps you ensure accurate task scheduling and adherence to SLAs. You can rely on dynamic scheduling to adapt dates based on real-time conditions but also manually override dates when necessary. Proper configuration of business rules and client scripts is essential to automate these updates effectively.

    Dynamic scheduling uses work order task Window start and Window end dates to schedule tasks.

    If both the Window start and Window end dates are present in the work order tasks, dynamic scheduling uses these dates.

    If the task has a Window start date but the date has passed, dynamic scheduling uses the current date and time for this value.

    If the task has a Window start date but no Window end date, dynamic scheduling uses the com.snc.wm.wo.task_window_day property to determine this value.

    If the task has no Window start date but has a Window end date, dynamic scheduling uses the current time for this value.

    If the task has neither a Window start nor a Window end date, dynamic scheduling uses the current time and date for the Window start and the com.snc.wm.wo.task_window_day property for the Window end.

    If a task is created, the Window end date gets automatically populated based on the latest SLA breach date from its parent work order. The business rules Populate Window End Based On SLA for both Task SLA [task_sla] and Work Order Task [wm_task] tables, and the client script Calculate Window End has to be set to True.

    If a task is created and Fixed window is enabled, the business rules and client scripts doesn't execute and Window end time is not updated. If a work order is created based on an appointment and there is an SLA associated with the work order, the Window end time is populated based on the appointment and not on the SLA.

    Window start date gets updated for the work order tasks based on the delivery date of the transfer order only for work orders that are not assigned. The business rule Sync up Delivery Time with WOT business rule has to be set to True. Multiple transfer orders that has mandatory part requirements, the Window start is set to the latest delivery time of the transfer order. Window start date is only updated based on transfer orders only when the part requirement associated with the transfer order is mandatory. However, you can manually edit the window start time and override the existing date that is populated based on the transfer order.
    Note:
    The Window start date is not updated if the work order task is:
    • Associated with an appointment
    • Fixed Window
    • Window end is populated and is before the delivery by date