FSM - Schedule Optimization Tasks Not Getting Assigned

TanushreeB
Tera Contributor

Hi All,

 

I’m implementing Schedule Optimization in my ServiceNow FSM demo environment and running into an issue where none of the tasks are getting assigned, even though ML solution training is complete and policies, scope, batches and attributes are all configured as per ServiceNow Documents. I’d appreciate guidance on the following:

 

1. Prerequisites for Schedule Optimization

What are the essential prerequisites I need to confirm before Schedule Optimization can assign tasks?

2. Global Domain Configuration

How should Global domain configurations be set up for Schedule Optimization to work correctly? Are there specific settings I might be missing?

3. Travel Estimate Providers

  • Are travel estimate providers absolutely required for Schedule Optimization?

  • I am using OOTB provided straight line estimate.
2 REPLIES 2

Vasanth12
ServiceNow Employee

There are few things we need to take care of. Starting from basics, do we have work schedule for agents, is the task filter set correct, are the right constraints and objectives setup.. This can go on. Did you get to check the ML Predictor results file? . I would suggest to have a meeting with me to go over the setups and take it from there. You can reach out to me at Vasanth.terrance@servicenow.com. Happy to help.

Joshua Chen MTL
Mega Sage

i think we need more info to help you
might be relevant or not: if all configs are correct, there is a known bug/not sure if fixed in recent release -

When you create batch, and set run frequency  = every 1 day it wont work

Set to run once , schedule now, then update to every 1 day + save

  • If still wont work, open case

 

JoshuaChenMTL_0-1781276226836.png

Also try debugging steps, do you see a solution file?

1. Schedule Optimization > Batch Optimization > Batches.

2. Open a relevant batch record and copy the Sys ID of the batch record.

3. In the navigator type ml_solution.list and push enter or return. Look at the list of ML

(Machine Learning) solution records.

4. Sort the records by Updated column in descending order.

5. Filter records by solution name column that contains the batch Sys ID copied in step 2.

6. Understand the progress and state of the solution that is generated for that batch run by

looking at the progress and state column.

7. More information regarding the training progress of the ML run of the batch can be seen

by navigating into the record and selecting Show training Progress.

8. Once you have understood the progress and state of the ML solution record for a batch

run, copy the relevant solution name of that record to look at the solution file and

feedback file for that solution record.

9. In the navigator type ml_predictor_results_list and push enter or return. Look at the list of

model store artifact records created against ML solution records.

10. Filter the predictor results records by Solution column containing the value copied in step 8.

11. You will notice that the filtered records have the Solution value referring with keyword

optimization_batch, it can be a feedback record or a solution record.

12. Open the record to download the ML solution attachments containing *split_solution,

*feedback, *set_metadata, and other relevant information.

 

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