FSM Dispature workspace -agent assignment

[Ganji-shri]

Hi all,

I'm unable to assign the agent to my tasks in the dispatcher workspace ,sometime I can't see the white space and even if i have white space and skills are matched unable to assign them -Auto assign and assignment  assistance is not working for me even when the skills  ,scheduled and rest all are  matching   I can't assign them only possible way is manual assignment but this is not the right way.

can anyone suggest me the needful configuration steps and correct way to create to assign the agents by auto assign and assistance

Attaching the workspace and error Aswell.

#servicenowfsm ,#ServiceNow

Thanks,
Srikanth Ganji

[Mohammed8]

Hi @Ganji-shri 

There is dedicated FSM Management Forum , you can post there for better visibility for FSM related questions/solutions

Hi @Joshua Chen MTL ,

Do you have any input/suggestion on this.

Regards,

Mohammed Zakir

[Joshua Chen MTL]

@Ganji-shri  

usually if there is no white space, it means 3 things:

• if using workforce optimization for fsm, you haven't configured schedule plan/shift and assigned to your techs
• if not using wfo, you haven't configured work schedules (cmn_schedule) and assigned to your techs
• it's a defect if above...

[Ganji-shri]

Even when there are white space and skills are matching and still in auto assign and assistance is showing no agent is available.
one week back i was able to see agents' availability in auto assign and assistance -I have created the agents with no time frame like no schedule time then is showing available. But now it's also not showing the availability.

IS there any documentation for clear steps to task assignment process and agent creation and assignment process.

Thank you.

[Joshua Chen MTL]

yes, its well documented in sndoc or nowlearnings.

• make sure your assignment groups... cover the wm_task location (or terittory if using territory mgmt). 
• make sure location has lat long populated
• make sure technicians have work schedules (if you dont see white space in dispatcher workspace, it mans your schedule sconfig are wrong)
• make sure your technicians have the sys_user location field populated with latitude/longitude.
• make sure your technicians have the skills if you set a skilll on work order task
• turn on com.snc.dynamic.scheduling.showlogs system property (go to sys_properties.list and search by *showlogs)
• then log in as admin, create a wm_order + wm_task in pending dispatch (via ui16 not csmfsm workspace)
• click on auto-assign
• in the pop up box you should now see some logs. paste it here