Shift Scheduling for Field Service release notes

  • Release version: Store
  • Updated June 11, 2026
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    Summary of Shift Scheduling for Field Service release notes

    The Shift Scheduling for Field Service application on the ServiceNow Store enhances workforce scheduling and shift management for field service teams. It provides managers and supervisors with tools to configure shifts, enable agents to sign up for shifts, and monitor schedule adherence efficiently through an improved Manager Workspace experience.

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    Key Features

    • Shift Signup and Notifications: Agents can sign up for shifts, and both agents and managers receive notifications related to shift assignments and changes.
    • Agent Personal Events Location Tracking: Captures and tracks locations for agents' personal events, improving scheduling accuracy.
    • Holiday Schedules: Recent releases added support for holiday schedules within the Field Service Management (FSM) context.
    • Performance Enhancements: Multiple updates improved API performance, including Workforce Optimization (WFO) and FSM Dispatcher Workspace APIs, ensuring faster data retrieval and schedule loading.
    • Accessibility and Internationalization: Enhancements to comply with WCAG 2.1AA accessibility standards and support for multiple languages in landing page widgets.
    • Schedule Optimization: Fixes related to multi-day personal events ensure these are properly rendered and factored into schedule optimization processes.
    • New Data Structures: Introduction of the "Agent Schedule Attribute" table to help managers track agent locations and personal event details effectively.

    Key Outcomes

    • Managers gain streamlined control over shift creation, editing, and monitoring within the Manager Workspace.
    • Improved scheduling accuracy through agent personal event location tracking and holiday schedule integration.
    • Enhanced performance and reliability of scheduling APIs enable smoother operations and scalability.
    • Better user experience due to accessibility compliance and internationalization support.
    • Robust handling of complex scheduling scenarios, such as multi-day personal events, ensuring optimal schedule adherence and workforce management.

    Version history for the Shift Scheduling for Field Service 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 7.1.2 - June 2026
    New: Added Holiday schedules implementation for FSM
    Version 7.1.0 - April 2026
    Fixed: WFO API calls with Territory to improve performance
    Version 7.0.4 - March 2026
    • Description: Shift Planning allows managers and supervisors to configure Workforce Scheduling to enable agents to sign up for shifts.
    • Key features: Ability to capture the location for the Agents Personal Events.
    Version 6.1.0 - January 2026
    • Shift Planning allows managers and supervisors to configure Workforce Scheduling to enable agents to sign up for shifts.
    • Fixed: When a time-off event is created for a user, the shift markspan turns grey, indicating that no shift is assigned.
    Version 6.0.4 - August 2025
    • Description: Shift Planning allows managers and supervisors to configure Workforce Scheduling to enable agents to sign up for shifts.
    • Key feature: Ability to capture the location for the Agents Personal Events.
    Version 5.1.2 - July 2025
    This patch release addresses the issue PRB1898328 related to multi-day personal events. After this patch update, personal events created with Workforce Optimization (WFO) will be rendered properly and considered for Schedule Optimization executions.
    Version 5.1.1 - May 2025
    • Shift Planning allows managers and supervisors to configure Workforce Scheduling to enable agents to sign up for shifts.
    • Key features:
      • Enables agents to sign up for shifts
      • Enables managers and agents to get shift signup notifications
      • New table "Agent Schedule Attribute" enables managers to track agent location and view agent personal event details
    Version 5.0.0 - February 2025
    • Latest Manager Workspace dependencies uptake for FSM
    • Performance improvements for shift planning API to retrieve WFO schedules
    Version 4.0.6 - December 2024
    • Performance improvement for the WFO Shift scheduling API
    • Schedule optimization flexible break retrieval logic enhancement
    • Internalization support for the landing page widgets
    Version 4.0.2 - August 2024
    • Accessibility improvements to adhere to WCAG 2.1AA conformant.
    • Performance improvements for the FSM Dispatcher Workspace API to retrieve schedules.
    Version 3.0.0 - February 2024
    • Fixed:
      • Changes to run APIs run for same input multiple times (Capacity planning use case)
      • Performance changes to improve loading of Manager workspace.
    Version 2.0.5 - August 2023
    Use Workforce Optimization for Field Service to manage agent schedules and breaks.
    Version 1.0.0 - February 2023
    Shift Scheduling offers an easy-to-use, streamlined Manager Workspace experience that allows managers to create/edit work shifts, schedules, and monitor schedule adherence for all their team members.