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!
