Assigned Work Order Task are not visible on the Agent/Dispatcher calender

Sidd5
Tera Contributor

‎02-01-2024 05:28 AM

When a WOT is assigned and accepted by an Agent, it is not pop-ing up on the agent calender in Workspace/Mobile App

Even the WOT is not showing in the dispatcher calender view in workspace.

 

Any configuration is required to fix this problem?

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carram
Tera Expert

‎04-01-2024 09:59 AM

Hey, Sidd,

 

I'm dealing with a similar issue and am wondering if any of our recent changes have affected this. My team is having this issue specifically with a custom State called "Resolved" that we've added to [wm_task]. Let me ask this:

 

  • When did the issue start occurring for you? Was it out of the blue, or after pushing a major update?
  • Had you made any significant changes to your State choice list prior to this issue occurring?
  • Do the task cards for the affected WOTs appear after you've set the state to Work In Progress/Close Complete?  

 

I'm somewhat of a ServiceNow noob, but have been digging deep to fix our issue. Check out this page if the answer to my first question involves a change in your [wm_task] dictionary, or to your Task Popover Fields menu (Field Service > Dispatcher Workspace Configuration > Task Popover Fields).

 

https://noderegister.service-now.com/kb?id=kb_article_view&sysparm_article=KB0994256

 

Hope this helps,

Carlos

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