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FSM DISPATCHER WORKSPACE Question/ All day events / TIme zones ?

ViniciusLuz
Giga Contributor

3 weeks ago

Hi everyone,

I'm working on a story for Dispatcher Workspace (FSM) and was wondering if anyone has run into this before or knows where this behavior is controlled.

Currently, when creating an event and toggling All Day ON, the Start Date and End Date fields become locked and can't be edited. Because of that, it's not possible to create a multi-day all-day event (e.g., an all-day event that spans 3 days).

The requested changes are:

  • New Event defaults to 00:00–23:59 (without requiring interaction with the All Day toggle)
  • Allow creating multi-day events (e.g., Start = today, End = today + 2 days)
  • When All Day is ON, keep the date range editable and allow saving
  • When All Day is OFF, allow users to set custom times and save
  • Ensure the default times respect the dispatcher's locale/session time zone

Has anyone customized this behavior in Dispatcher Workspace (FSM) or knows where this logic is implemented? Any pointers would be greatly appreciated. Thanks!

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Vikram Reddy
Tera Guru

3 weeks ago - last edited 3 weeks ago

Hi @ViniciusLuz,

 

Ran into this almost verbatim on a utilities customer's Dispatcher Workspace rollout, dispatchers wanted a 3-day planned outage block and the All Day toggle just would not let End Date move past Start Date. Took us a bit to accept it wasn't a setting we were missing.

Verdict: there's no config switch for this. It's client-side logic baked into the event side panel component, and out of the box it assumes an all-day event is exactly one day. You have to customize the panel itself.

  1. Open the Contextual side panel page for Dispatcher Workspace in UI Builder, that's the customization surface ServiceNow documents for changing this panel.
  2. Find the client script or event handler wired to the All Day toggle, that's what disables the Start Date and End Date pickers, not a system property.
  3. Rework it so toggling All Day on only forces the time portion to 00:00 and 23:59, and leaves both date pickers editable so End Date can move past Start Date.
  4. On the create/save action, resolve those default times against the dispatcher's session time zone before writing to the schedule record, so the block lands correctly for the agent's zone instead of the instance default.

Before you touch the panel: are you seeing this only when creating a new event, or also when editing an existing all-day event? Editing sometimes hits a different layout variant of that same side panel, and you'd need to patch both.

 

Thank you,
Vikram Karety
Octigo Solutions INC

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