Directions in Google maps

[willamsoliveira]

Hi community,

I am setting up some functionalities in Field Services application using geolocation and maps. It is working well for tracking agents location, show markers on map and the other OOB functions related to Field Services and Google Maps. But I have another requirement: once I have a task marked on the map, and the agent's location, to calculate and/or show directions between the two points to help dispatchers and agents to know the estimated time (and better routing) to arrive at that task location. I did not find any OOB configuration or module to show directions, only markers. In some ServiceNow demos, experiences, they usually show this feature and I was wondering if this feature was available OOB or it demands extra development.

Does anyone have any input, tips, materials, or any kind of information about this matter?

Thanks!

Willams Oliveira

[Brad Tilton · Accepted solution]

I would take a look at the documentation. Note that the functionality required Google Maps API for Business.

Auto-routing

[ambati]

Once you have the required tasks dispatched to the right agents, the agent have a "My Map" module which has the "Auto-Route" functionality to guide them through the tasks in a route optimized manner. As Brad mentioned, Google Maps API for business is required.

[willamsoliveira]

I know about these OOB functionalities, but they seem not to have all the needs I was looking for. The main requirement is: suppose I work order task is assigned to an agent, based on the agent's location and task's location, the estimated travel time is populated based on the time provided by Google directions, between this two points. And the most important, this information is to be viewed by the dispatchers or field service managers or event the requester, they want to have a overview about the time an agent will spend to get to the work's location.

I took a look at the google directions API and saw that I can provide a origin and destination, so that it gives me a response with the duration in seconds, so I think I can process this response and populate these fields in work orders. Do you think it is a good idea? Do you have any problem on this?

Thanks

[willamsoliveira]

OK guys, now I noticed that estimated travel duration and the scheduled times are now working, without any additional configuration. The weird thing is that it was not working before. So I see this is OOB but for some reason is was broken before. I will take a deep look at the settings. For now I think this is done.

Thank you all for your patience on this.