Dispatcher Workspace Calendar: Working Hours/Shift Blocks Not Visible

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Tera Contributor

Hello Community,

I’m using the Dispatcher Workspace in ServiceNow FSM with Professional access. I can assign tasks and use calendar mode, but I’m unable to see the expected working hours or shift overlays (“on/off shift” times) for our agents in the calendar view.

Here’s what I’ve already checked:

  • Each agent has a schedule assigned in their user record.

  • The schedule definitions (cmn_schedule) include working periods (e.g., Mon–Fri, 10:00–17:00).

  • Task assignment and calendar drag-and-drop work fine.

  • No unusual errors in the console or obvious UI issues.

My main questions:

  • Is the Calendar component or the Workforce Optimization plugin required for working times/shifts to appear in the Dispatcher Workspace calendar?

  • Are there additional configuration steps (other than assigning schedules) I’m missing to make working hours visible?

  • If these overlays are available in my edition, is there a specific setting or toggle in the Dispatcher Workspace UI to enable them?

Any guidance or recent experience with this would be appreciated! I'm mainly trying to determine if this is a configuration gap or a licensing/module limitation.

Thanks in advance for your help!

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