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

[Joshua Chen MTL]

@Dan Spence   i did confirm with the product team that this is not supported ootb

[Sandhya Gurram]

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

[NavedAkhtar]

Hi @Sandhya Gurram  ,
I have not found any solution for this issue yet.

[Sandhya Gurram]

Thanks @NavedAkhtar , I tried modifying the resource filter and selected the contractor groups and then I can see my contractor groups on workspace. Let me know if this helps.

[Joshua Chen MTL]

@kbkrabbenhoft is correct.

Unfortunately, contractor management is not fully supported by many FSM capabilities, e.g. schedule optimization (SO). To use SO with contractor, you need to configure the contractors as internal users, but that has license implication.

OOTB in Y or Z, contractors are not supported in dispatcher workspace MAP either.

• The OOTB layer "agents" is only filtering wm_agent.
• Dynamic scheduling task filter for contractor uses the wm_ext_manager > service organisation > lat long to calculate distance from task.

we are exploring creating a custom map overlay that points to the contractors lat/long data