How are companies managing Travel-Home time for field service technicians?

[Bruce Keddy]

Hello user forum. New FSM company here. 
May I ask you, how are you managing the time required for a Field Service agent to travel home after executing a work order? Here is the scenario: 

• FSM agent shift is scheduled from 8:00am to 5:00pm.
• at 1:00pm, a Work Order is dispatched at a location one-hour from agent's home and take 2-hours to execute.
• Therefore drive time will be 1:00-2:00, work time will be 2:00-4:00. 
• QUESTION- what does your technician/agent (or dispatcher, or ServiceNow system) do to indicate that 4:00-5:00 should be reserved for drive-home time? 

Thank you. 

[Community Alums]

HI @Bruce Keddy ,

You can choose to assign work order tasks to the highest ranked agents without taking into account travel time.

Enabling ignore travel

The Ignore travel option in the work order task enables dynamic scheduling to assign work order tasks automatically to the highest ranked agents. If the highest ranked agent is not available due to time off, the task is assigned to the next highest ranked agent.

Enabling the com.snc.dynamic.scheduling.ignoreAgentTravelTimeDuringScheduling property displays the Ignore Travel option in work order tasks. For more information about enabling a dynamic scheduling property, see Properties installed with Field Service Management.

The Ignore Travel option does not appear in the work order task form by default so you have to add it manually. For more information, see Configuring the form layout.

Note the following parameters related to dynamic scheduling when Ignore travel is enabled:

• Double booking must be enabled for the system to assign tasks to the agent automatically.
• If access hours are defined in a work order task, the system ignores the defined access hours limit when auto-assigning that task to agents.

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[Community Alums]

Hi @Bruce Keddy ,

Any update to this ?Any follow-up required? if not

Kindly mark the answer as Correct & Helpful both such that others can get help.

Thanks,
Sandeep