Can auto-assigning field service agents be used with the agent's on-call schedule

[Annie M1]

Implementing FSM for a client that already has schedules set up for its desktop support group, using the On-Call application. Where can I set the work order task auto-assign properties to utilize the existing on-call schedules instead of having to create new schedules using the Agent Schedule > Work Schedule feature? Also, we are not using dynamic scheduling, just simple auto-assign -- hopefully based on which team members are on-call at the moment the WOT is created. 

[Community Alums]

HI @Annie M ,

Go through this doc, this should help you : https://docs.servicenow.com/en-US/bundle/sandiego-field-service-management/page/product/planning-and...

Additionally, https://docs.servicenow.com/en-US/bundle/sandiego-field-service-management/page/product/field-servic...

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[Annie M1]

Thanks, Sandeep. I referred to your first link and verified in my instance that we are using task-driven, which means auto-selection of agents will consider agent or task schedules. However, I do not see the option to choose which schedule is going to be used. I need to tell the system to use On-Call. The documentation in the first link says that when the task is marked Ready to Work, "the schedules of qualified agents are compared against the schedule of the task to determine the agent with the best matching schedule." How do I get into the schedule of the task so that it looks at the schedule of On-Call? 

The second link doesn't help because we don't use dynamic scheduling. 

[Community Alums · Accepted solution]

I figured out a custom solution that works, but it ended up creating other problems. Basically, I changed the auto-assignment option to 'use a workflow' instead and created a custom workflow on the wm_task table that copies pieces of the on-call assignment workflow in order to assign tasks using the on-call schedule. 

[meeranair]

Hi Annie,

Yes, auto-assigning field service agents can indeed be integrated with the agent's on-call schedule. To set up the work order task (WOT) auto-assign properties using the existing on-call schedules, you can follow these steps:

1. Utilize On-Call Schedules: Instead of creating new schedules under the Agent Schedule - Work Schedule feature, configure the auto-assign settings to reference the existing On-Call application schedules directly. This ensures that the auto-assignment process is aligned with the on-call availability of your team members.

2. Configure Auto-Assign Settings: Go to the field service scheduling tool's settings and look for the auto-assign configuration options. Here, you should be able to specify that the assignments are based on the current on-call status of agents.

3. Link On-Call Application: Ensure that your field service scheduling tool is integrated with the On-Call application. This integration will allow the system to pull real-time data on which agents are currently on-call and assign tasks accordingly.

4. Set Assignment Criteria: Define the criteria for auto-assigning tasks, such as skill sets, proximity, and availability. The system will then match the WOT with the most suitable on-call agent at the time of creation.

By following these steps, you can streamline your task assignment process and ensure that the right field service agent is assigned based on their on-call schedule. This method leverages your existing setup, saving time and reducing the need for additional scheduling efforts.

Hope this helps!