Contractor Groups Not Visible in Dispatcher Workspace (FSM) in Xanadu/Yokohama Releases

[NavedAkhtar]

Hi Community,

In ServiceNow FSM, up to the Washington release, contractor groups were visible in the Groups section when selecting a dispatch group under "Type of Group". However, in the Xanadu and Yokohama releases, contractor groups no longer appear in this section.

I would like to understand how contractor groups are supposed to be handled in the Dispatcher Workspace in these newer releases. Has there been a change in configuration or functionality? Is there any documentation or guidance on how to work with contractor groups in the latest versions of FSM?

Any help or reference would be greatly appreciated.

Thanks

[SalmatO]

To manage and configure contractor groups in the latest FSM releases, follow these steps:

1. Navigate to Contractor Management Settings:

   • Go to All > Field Service > Contractor Management (https://www.servicenow.com/docs/bundle/xanadu-field-service-management/page/product/field-service-ma...)

2. Set Up Contractor Companies and Groups:

   • Define contractor companies and associate them with appropriate groups.

3. Assign Roles and Permissions:

   • Ensure that contractor managers and agents have the necessary roles assigned to access and manage their tasks.

4. Configure Dispatcher Workspace Settings:

   • Access Dispatcher Workspace Settings to customize filters and views.

   • Adjust the settings to include contractor groups where necessary.

For detailed guidance on configuring contractor management, refer to the official documentation:

• Configuring Contractor Management - ServiceNow

[NavedAkhtar]

Hi SalmatO,

Thank you for the detailed response and the reference to Contractor Management configuration.

We have followed the steps to define Contractor Companies and associate them with the appropriate groups. The roles and permissions for contractor agents and managers are also correctly assigned. However, even after this setup, contractor groups are not appearing in the Dispatcher Workspace under the "Assignment Groups Covered" view when selecting a dispatch group.

Specifically, in the Washington release, contractor groups were visible in the Dispatcher Workspace and functioned as expected. After upgrading to Xanadu/Yokohama, we noticed that:

• Contractor groups (e.g., FSOSP - Group, Acme Services) are properly linked under "Assignment Groups Covered" for the dispatch group.

• These groups do not show up in the Dispatcher Workspace even when they have pending dispatch tasks.

• There is no custom filter applied that would exclude them.

• The same contractor groups do appear in the standard group record views, confirming they exist and are active.
  
  

It seems like a functional or visibility change has occurred in these latest FSM releases. If there are any updated configuration steps or new conditions required to make contractor groups visible in the Dispatcher Workspace (e.g., group type flags, metadata, or new plugin dependencies), could you please clarify that?

Any further insights or updated documentation links would be greatly appreciated.

Thanks again
Naved Akhtar

[NavedAkhtar]

I’d like to share a key observation that highlights the issue more clearly, along with attached screenshots for reference.

---

✅ What’s Displayed (6 groups visible in Gantt Chart):

After selecting California Dispatchers as the Dispatch Group in Dispatcher Workspace, only 6 out of 8 assignment groups appear in the right-hand Gantt-style scheduler:

• NorCal Technicians

• San Diego Border

• San Diego North

• San Diego North Central

• San Diego South

• San Diego South Central

---

❌ What’s Missing:

However, under the "Assignment Groups Covered" tab of the California Dispatchers group configuration, 2 additional groups are listed but do not appear in the Dispatcher Workspace:

• FSOSP - Group

• Acme Services

These are contractor groups.

---

🔍 Observation:

This suggests that in the Xanadu/Yokohama FSM releases, contractor groups may not be rendering in Dispatcher Workspace—even when properly linked through “Assignment Groups Covered.”

Could you please confirm:

• Whether this is expected behavior?

• If there are new settings or filters to explicitly include contractor groups in the Dispatcher view?

• Any updated documentation or release notes clarifying this?

Attached screenshots show the group configuration and current Dispatcher Workspace view for your reference.

Thanks again
Naved Akhtar

[Sandhya Gurram]

Hi @NavedAkhtar , I am facing the same issue, did you find any solution for this?