In Dispatcher workspace - to setup On-Call support events beyond standard shifts

[sowndharyam]

Hi All,

In DW, we currently track personal events such as off shifts, appointments, and leaves from the cmn_schedule_span table. However, I’m looking for a way to tag events to users who work outside their regular shifts — for example, from 5 PM to 8 AM during On-Call support.

At the moment, we’re maintaining these details manually in an Excel sheet, but I’d like to explore if there’s a way to automate this process.

Could anyone please share a step-by-step resource or guide for implementing this module? I reviewed the documentation on docs.servicenow.com, but I couldn’t find a clear, detailed process. Any pointers or references would be greatly appreciated.

Thanks
Sowndharya

[Joshua Chen MTL]

 @sowndharyam  On call (similar to itsm on-call scheduling) is not supported by FSM at the moment.
Although sndoc refers to WFO to support this use case, i think that's an error in the documentation/not supported today as of Y/Z. Would love to be proven wrong here Create an on-call shift plan in Workforce Optimization for Field Service

Meanwhile, you can use access hours, a custom field to flag ''on call' / add to agent task card in dispatcher workspace or add a "on-call" event that show as = free to help dispatchers make informed decision.

• if you're using capacity management, make sure your custom solution dont break capacity configs
• with dynamic scheduling, you can create custom task filter/criteria to look at the ''on-call'' flag to return best tech
• with schedule optimization, probably use access hours..
• if you use route optimization (mobile optmize route), know that it doesn't support access hours config (but then if you use schedule op, i would recommend disabling route optimization)
  ...