Access hours and route optimization
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02-06-2025 06:15 AM
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?
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02-08-2025 10:47 AM
can you provide details on your config?
and the results of your test? when you say not honored, what exactly is that?
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02-09-2025 10:45 AM
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
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02-09-2025 11:47 AM - edited 02-09-2025 11:48 AM
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
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02-09-2025 11:37 PM - edited 02-10-2025 04:51 AM
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