Allow agents to start traveling before their scheduled work hours

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Support flexible work types by allowing agents to start traveling before their scheduled work hours. For example, you may want to add travel time outside of an agent's scheduled work hours in case bad weather suddenly increases travel time.

    Before you begin

    If you are an administrator, you can run a script and add travel time outside of work hours for all users.

    Role required: wm_dispatcher, wm_manager, wm_admin, or admin

    Procedure

    1. Navigate to All > Field Service.
    2. Do one of the following actions:
      • If you are a dispatcher, go to Dispatching > My Agents.
      • If you are a manager, go to Manager > My Team.
    3. Select a user profile.
    4. To add or update user records, do one of the following.
      OptionDescription
      Add a new record for this user
      1. Click the Work Parameters tab.
      2. Click New.
      3. Click the Travel outside of work hours drop-down menu.
      4. Click Yes
      5. Click Submit.
      Updated an existing record
      1. Click the Work Parameters tab.
      2. Double-click the Travel outside of work hours column.
      3. Click the new parameter.
      4. Click Save (Enter).
    5. To add travel time as work hours for all users, do the following:
      1. Navigate to System Definition > Scripts - Background
      2. In the Run Script window, add the script to include travel time as work hours for all users.
        Table 1. Options to include travel time as work hours for users
        Option Description
        Add travel time as work hours for all users
        1. Add this script:
          createWorkParamsForAllAgents("yes");

function createWorkParamsForAllAgents(travelOutsideWorkHours) {
	var gr = new GlideRecord("sys_user_has_role");
	gr.addEncodedQuery("role=26c324ba1b32200096f9fbcd2c0713c2"); // fetching users having wm_agent role
	gr.query();
	gs.info("total work agents found: "+gr.getRowCount());
	var agentWorkParameter = {};
		
		while (gr.next()) {
			var userId = gr.getValue("user");
			if (!agentWorkParameter[userId]) {
				var wp = new GlideRecord("wm_agent_work_configuration");
				wp.initialize();
				wp.setValue("user",userId);
				wp.setValue("travel_outside_of_work_hours", travelOutsideWorkHours); // setting default value for travel_outside_of_work_hours
				wp.insert();
				agentWorkParameter[userId] = true;
			}
		}
	}
        2. Click Run Script.
        Update travel time as work hours for all users
        1. Add this script:
          updateWorkParamsForAgents("yes");  // param1: default travel outside work hours value

function updateWorkParamsForAgents(travelOutsideWorkHours) {
	var gr = new GlideRecord("wm_agent_work_configuration");
	gr.query();
	gs.info("total agent work parameters found: "+gr.getRowCount());
	var updateCount = 0;
	
	while (gr.next()) {
		var canTravelOutside = gr.getValue("travel_outside_of_work_hours");
		if ( canTravelOutside != travelOutsideWorkHours) {
			gr.setValue("travel_outside_of_work_hours", travelOutsideWorkHours);
			if (gr.update())
				updateCount ++;
		}
	}
	gs.info("total agent work parameters updated: "+updateCount);
}
        2. Click Run Script.