Dispatcher Workspace: Can I configure different estimated_work_duration values for different WOTs

[Craig62]

Hi, Currently my Dispatcher Workspace shows the estimated_work_duration as 15 minutes for every single Work Order Task. Is there a config section in Service Now where I can configure specific estimated_work_durations to be used instead based off each WOT? There are too many to change the duration manually 1-by-1. Thank you.

[Joshua Chen MTL]

yes, by default its 1 hour, via a BR "

 BR  Populate Schedule - New SOT "

If the estimated_work_duration field is not set (i.e., it's nil), it assigns a default value of 1 hour (00 01:00:00) to the field.

you can also use a new feautre called agent efficiency to update the work duration.
or build your own BR, flow, decision table (use ur imagination!!) to update work duration based on skills or other wot.fields. PS i am not a technical architect, so follow best practices!!