Scheduling components in Workforce Optimization for ITSM
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Summary of Scheduling components in Workforce Optimization for ITSM
Workforce Optimization for ITSM in the Yokohama release provides comprehensive scheduling capabilities to manage agent shifts and schedules effectively. It includes defined roles for different levels of access, configurable properties to control scheduling behaviors, scheduled jobs for maintenance, and customizable user preferences to tailor the scheduling experience in the Service Operations Workspace.
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Roles
- Shift Planning User (snshiftplanning.user): Read-only access to view schedules and shifts.
- Shift Planning Agent (snshiftplanning.agent): Allows agents to access their calendars and request shift swaps or time off.
- Shift Planning Admin (snshiftplanning.admin): Grants full administrative rights to create, read, update, and delete schedules and shifts.
Configurable Properties
These properties enable customization of scheduling features to fit organizational needs:
- Mobile Event Display Range: Configure how many past (-1 to -31 days, default -31) and future (1 to 90 days, default 90) shift events display on the mobile app.
- Agent Break Time Editing: Enable or disable agents’ ability to edit or add/remove break times within their shifts (both default to false).
- Schedule Caching and Auto-Assignment: Set cache duration for agent schedules (default 5 days), number of auto-assigned preferred shifts (default 1), and maximum shifts agents can sign up for (default 1).
- Agent Signup Controls: Enable agents to sign up for shifts (default true), control visibility of signup links in the Service Operations Workspace, and define notification lead time before shift signup due dates (default 2 days).
- Shift Display Options: Choose to display shift names or event types (default is true to show shift names).
- UI and Integration Settings: Control typeahead list behavior when assigning agents and enable Microsoft Outlook calendar synchronization (default false).
Note: Property changes typically take 24 hours to apply unless the "Shift Planning - Delete All Agent Schedules Cache" scheduled job is run manually to refresh immediately.
Scheduled Jobs
The system includes a daily scheduled job that clears the agent schedule cache to maintain performance and data freshness:
- Shift Planning - Delete All Agent Schedules Cache: Deletes cached scheduling data daily at 2:30 am and can be run on-demand after data imports.
User Preferences
ServiceNow administrators can configure user preferences to control pagination and display sizes for scheduling views within the workspace:
- workspace.onCallShiftsPageSize: Sets max number of on-call shifts shown per page.
- workspace.workShiftsPageSize: Sets max number of work shifts shown per page.
- workspace.schedulePlanPageSize: Sets max number of scheduling plans shown per page.
Preferences can be set individually or system-wide to optimize workspace usability for agents and managers.
Workforce Optimization for ITSM has roles to administer agent shifts and schedules and properties to configure default behavior.
Roles
| Role title [name] | Description | Contains roles |
|---|---|---|
| Shift Planning User [sn_shift_planning.user] | Grants read access for scheduling including the ability to view schedules and shifts. | |
| Shift Planning Agent [sn_shift_planning.agent] | Grants agents access to their calendar. Agents can request shift swap or time off. | sn_shift_planning.user |
| Shift Planning Admin [sn_shift_planning.admin] | Grants administrative access to create, read, update, and delete (CRUD) schedules and work shifts. |
|
Properties
| Property | Description |
|---|---|
| sn_itsm_ mobile_agent.events_query_days_past | The maximum number of days past events for your shifts can be displayed on
your mobile application. You can enter values that range from -1 to -31.
|
| sn_itsm_ mobile_agent.events_query_days_future | The maximum number of days future events for your shifts can be displayed on
your mobile application. You can enter values that range from 1 to 90.
|
| sn_uib_agent_sp.allow_agent_edit_break | Enables agents to edit the start and end time of their break time in a shift
span.
|
| sn_uib_agent_sp.allow_agent_add_remove_break | Enables agents to add or remove their break time in a shift span.
|
| sn_shift_planning.number_of_days_to_cache | Number of days to cache agent schedules.
|
| sn_shift_planning.max_shifts_to_autoassign | Number of preferred shifts from a schedule
plan that will be auto-assigned.
|
| sn_shift_planning.max_shifts_allowed_for_signup | The maximum number of shifts that agents can
sign up for within a schedule plan.
|
| sn_shift_planning.enable_agent_signup | Enable agents to sign up for their own
shifts.
|
| sn_shift_planning.enable_schedule_signup_link | Enables or disables the link in the Upcoming
section in the Service Operations Workspace landing page where
agents can view shifts that they've signed up for that are due on the current
day and the day after the current day.
|
| sn_shift_planning.days_to_signup_due_date | The number of days before the shift sign-up
due date when agents and managers are notified.
|
| sn_shift_planning.display_shift_name | Set this property to true to display the shift name. If the value is set to false, the event type will be displayed.
Note: It will take 24 hours for any changes you make to the property value to take effect. To view the changes immediately, run the Shift Planning - Delete All Agent Schedules Cache
scheduled job. |
| assignShiftAgentsTypeaheadDisableAutoClose | Turns off the closing of the Assign agents to this shift typeahead list every time an agent is selected. In the application navigator, enter sys_ux_page_property.LISTand press Enter.
|
| sn_wfo_outlook.enable_outlook_sync |
Set this property to true to turn on the synchronization between the agent's calendar and the Microsoft Outlook calendar.
|
Scheduled jobs
| Name | Description |
|---|---|
| Shift Planning - Delete All Agent Schedules Cache | Deletes cache from the sn_shift_planning_agent_availability table.
|
User preferences
Navigate to and add the preferences listed in the table below.
Note:
For information
on setting user preferences, see User preferences.To set a system-wide
user preference, select the System check box.
| User Preference | Description |
|---|---|
| workspace.onCallShiftsPageSize | Set the maximum number of on-call shifts to view per page in the
On-call shifts tab in the Shifts side panel.
|
| workspace.workShiftsPageSize | Set the maximum number of work shifts to view per page in the Work
shifts tab in the Shifts side panel.
|
| workspace.schedulePlanPageSize | Set the maximum number of scheduling plans to view per page in the Schedules
side panel.
|