Dispatcher Workspace Calendar Not Showing Agent Working Hours/Shift Blocks ?

springboard
Tera Contributor

‎07-22-2025 03:59 AM

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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Matthew_13
Kilo Sage

2 weeks ago - last edited 2 weeks ago

Hi!

In FSM Professional, the Dispatcher Workspace calendar doesn’t show working hours or shifts by default. Assigning schedules is necessary, but to see overlays, you typically need the Workforce Optimization plugin or a custom calendar component.

There’s no built-in toggle in the standard calendar to show shifts — what you’re seeing is normal for your edition.

If you want, there are workarounds to display shifts without WFO.

 

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