Configuring Route Optimization

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Configuring Route Optimization

    Route optimization in ServiceNow Field Service Management enhances resource allocation by strategically reordering field agent tasks to minimize travel time. This improves productivity and customer service by ensuring efficient task scheduling and route planning.

    Show full answer Show less

    Key Features

    • Enabling Route Optimization: Activate the feature by setting the snfsmdispwrkspc.enableoptimizeroute system property to true, which enables the Optimize Route option in the Dispatcher Workspace.
    • Dispatcher Workspace Configuration: Ensure all configurations are made within the 'Field Service Management Configurable Dispatcher Workspace' scope and enable the optimization properties, including the Route Optimization for Bundles if task bundles require optimization.
    • Optimization Modes:
      • Optimize Within Shift: Reorders tasks within an agent’s shift while respecting time windows, breaks, and locked tasks.
      • Extend Into Overtime: Allows task adjustments to extend into overtime if an agent is running late.
      • Cancel If Over Overtime: Cancels optimization if it would cause overtime to exceed allowed limits.
    • Additional Configuration Options: Configure task constraints to honor time windows and locked tasks, schedule around breaks and events, and select travel time estimation methods (Maps API for accuracy or straight-line for speed).
    • System Properties Customization: Fine-tune optimization by defining task-to-task buffers, travel time calculation methods, default work hours, travel time adjustments for rush hours, rush hour timings, and toll road preferences.
    • Task Volume Threshold Management:
      • Full optimization performed for fewer than 15 tasks.
      • Partial optimization applied if all tasks cannot be accommodated.
      • Auto-routing fails with an error if more than 200 tasks are present.
    • Scheduled Job: The Optimize Task Routing job runs daily at 3:00 AM system time; this schedule can be adjusted to fit your operational needs and time zone.
    • Client Scripts: Pre-optimized scripts run within 4-6 seconds and should not be customized to maintain performance.

    Key Outcomes

    • Improved field agent productivity by reducing unnecessary travel and optimizing schedules within shifts.
    • Enhanced customer service through timely task completion facilitated by intelligent route planning.
    • Flexibility to handle overtime scenarios and task volume variations efficiently.
    • Customizable settings provide control over travel time accuracy, task constraints, and operational preferences.

    Route optimization is essential for improving resource allocation in field service management. It strategically reorders tasks to reduce travel time for field agents, enhancing both productivity and customer service.

    Configuration overview

    The steps to set up Route Optimization are:
    1. Navigate to All > sys_properties.list > sn_fsm_disp_wrkspc.enable_optimize_route and set the value to true. This enables Route Optimization and displays Optimize Route option in the Dispatcher Workspace.
    2. To use route optimization features in the Dispatcher Workspace, do the following:
      • Navigate to All > Field Service > Dispatcher Workspace Configuration and ensure all configurations are made within the 'Field Service Management Configurable Dispatcher Workspace' application scope.
      • Ensure the sn_fsm_disp_wrkspc.enable_optimize_route property is enabled.
      • To optimize task bundles, enable the Route Optimization for Bundles (work.management.travel.calculation.bundle_route_optimization) property.

    Understanding Route Optimization Modes

    You must select the work.management.optimization.conflict_handling system property to avoid conflicts due to overflow tasks when optimizing the route. For more information, see Properties installed with Field Service Management.

    Route optimization operates in three distinct modes, each designed to address specific scenarios:
    1. Optimize Within Shift: Reorders tasks within a single agent's shift to minimize travel time while respecting task time windows, scheduled breaks, and locked tasks.
    2. Extend Into Overtime: Adjusts tasks if an agent is running late, allowing overtime to ensure task completion.
    3. Cancel If Over Overtime: Attempts to optimize the route but cancels the operation if it would result in exceeding allowed overtime.

    Configuring additional options

    Enhance route optimization with the following configuration options:
    1. Task constraints: Ensures all tasks remain within their start/end time windows (if isFixedWindow = true) and avoids moving locked tasks.
    2. Breaks & Events: Schedule optimizations around planned breaks or personal events.
    3. Travel time estimates: Choose between using a Maps API for accurate travel time or straight-line estimates for faster calculations. Set up the Maps API key if opting for it.

    Customizing system properties

    Customize route optimization to meet specific needs by configuring the following properties:
    1. Task-to-Task Time Buffer: Add a buffer of extra minutes between tasks to account for unexpected delays.
    2. Travel Time Calculation: Select between Maps API or straight-line estimates based on your accuracy needs.
    3. Default Work Hours: Define start and end times for agents without a fixed schedule.
    4. Travel Time Adjustments: Adjust travel times by adding percentages to account for uncertainties, such as rush hour.
    5. Rush Hour Timings: Specify morning and evening rush hour spans.
    6. Toll Road Option: Decide whether toll roads should be included in the route planning.

    Managing thresholds for task volume

    The route optimization behavior adjusts based on the number of tasks:
    • Under 15 tasks: Complete route optimization is performed, considering all tasks and travel.
    • Over 200 tasks: Auto-routing fails, and an error message is displayed.
    • Partial Routing: If not all tasks can be accommodated, a smaller subset is optimized, and the remaining tasks revert to pending dispatch.

    Schedule job

    The Optimize Task Routing job runs daily at 3:00 AM system time. Adjust this schedule based on your time zone or operational needs.

    Non-customizable client scripts

    Client scripts for route optimization are pre-optimized and run within 4-6 seconds. These scripts should not be customized to ensure optimal performance.