Travelling time on Dispatcher Workspace for adjacent tasks in the same location

[KR-P]

I would like to check expected behaviour on the Dispatcher Workspace, please, when two tasks (not bundled) are dynamically scheduled to follow on from each other at the same location. I have attached images of the Dispatcher Workspace and each task, and here are the timings. 

Task 1: 

Scheduled Travel Start: 13:36:36

Scheduled Start: 14:00:00 

Estimated End: 14:35:00 

Task 2: 

Scheduled Travel Start: 14:11:36
Scheduled Start: 14:35:00 
Estimated End: 15:10:00 

As can be seen, the task 1 end and task 2 start times are aligned, but the question is should the travel time show at all for task 2 as the engineer will already be there? This could cause confusion for the engineer (who will, I assume be told to start travelling) and the scheduler (as the tasks do not appear on the same horizontal line)... 

Is there any way around this, or should we ask the users to investigate 'bundling'? Thanks. 

[Amarjeet Pal · Accepted solution]

Hello @KR-P ,
Based on the information provided, it seems that Task 2 should not show travel time, as the engineer will already be at the location. However, this behavior may depend on how your ServiceNow instance is configured and whether any customizations have been made to the Dispatcher Workspace.

If you are experiencing confusion or unexpected behavior with regard to travel times in the Dispatcher Workspace, you may want to consider investigating "bundling" as an alternative approach. Bundling allows you to group related tasks together so that they can be scheduled and tracked more easily, and it may help to reduce confusion for both engineers and schedulers.

Thanks

Amarjeet Pal

[Amarjeet Pal]

Hello @KR-P 

Did you get chance to check my response?

[KR-P]

Hello @Amarjeet Pal 

Apologies, I have been out of the office. We have not customised the Dispatcher Workspace at all. As the question was posted a while back, I have since opened a case for ServiceNow to investigate for me. In my initial investigations I was unable to find any configuration relating to this, if you're able to provide any further information, it would be gratefully received. Bundling is something I'm already investigating, but not entirely sure it would work for the Business.  Thank you for your helpf.