Access hours and route optimization

[lars7]

Hi

I am looking into utilizing access hours and route optimization but finds that when optimizing the route of a field agent on a given day, the access hours i have defined on the agent's tasks is not honored. I am not sure if I am missing something. Perhaps the Access Hours schedule needs certain field values? or something on the task?

Anyone who knows?

[Joshua Chen MTL]

can you provide details on your config? 
and the results of your test? when you say not honored, what exactly is that?

[lars7]

Hi

So I have a created some Access Hour Schedules (8-16, 8-12, 12-16) to control when Auto Assign/Dynamic Scheduling can plan tasks for. For example, i might have a start and end window from Monday 8.00 to Friday 16.00 but Access hours only as 8-12 during the days spanning across the start and end. It works as expected. 

However, if i then try to use the Route Optimization, scheduled tasks with access hours 8-12 starts getting planned outside 8 and 12. For example a task scheduled for 10.00 with an Access Hour schedule of 8-12 is being scheduled at 14.00. So Route Optimization does not seem to honor Access Hours of the tasks it optimizses routes for. I don't think I have missed any field to inform the system that "access hours should be honored" but I might be wrong. Only thing i can find that does something similar is the "Schedule Lock" field. But that will just lock the scheduled start which I am not interested in, since the task scheduled for 10.00 might be better scheduled at 8.00 

[Joshua Chen MTL]

i wonder if route optimization  script looks at access hours, i couldnt find anything documented

https://www.servicenow.com/community/developer-articles/configuring-access-hours-in-field-service-ma...

saw this, but it doesn't mentio naccess hours,

and neither this link https://www.servicenow.com/docs/bundle/yokohama-field-service-management/page/product/field-service-...

probably need to deep dive into the code

[lars7]

I have looked into both links you provided before I made my post.

And I don't see anything either.

I find it weird, though, that Access Hours works using Dynamic Scheduling only to get voided if using Route Optimization