Where can I locate OOTB schedule conflict functionality for personal events?

[Patrick Tipps1]

If I add an personal event (Time off, Appointment, Meeting, etc.) with "Show as *" set to Busy, I am still able to drag and drop work order tasks onto a user's lane in Dispatcher Workspace. 

Is there OOTB functionality to prevent this assignment?

On the "Create a personal event for an agent or technician" documentation page it says "

Select Busy to exclude the block of time from agent availability calculations for the auto- assignment and the case assignment workbench."

This doesn't seem to be working for some reason. I don't know if I am doing something wrong.

I have enabled all of the Event Configurations.

Please help!

[Sreeram Nair · Accepted solution]

According to ServiceNow’s official behavior:

“Select Busy to exclude the block of time from agent availability calculations for the auto-assignment and the Case Assignment Workbench.”

This means:

• The auto-assignment engine (e.g., Assignment Workbench or Optimization Engine) respects the Busy flag.

• Scheduling logic (for time-based optimization or appointment booking) treats that time as unavailable.

It does not block manual drag-and-drop in Dispatcher Workspace — that’s intentional, and out-of-box (OOTB) DW behavior.

[Joshua Chen MTL]

@Patrick Tipps1  there are ways you can enforce it..  (Custom)

See linked article below : 

Running dynamic scheduling on every assignment

At this point, our custom logic is called when dynamic scheduling is incurred. However, we may want to also run this logic for manual scheduling attempts. The use case is for us to validate that the assigned agent satisfies all dynamic scheduling criteria (e.g. has the required skills etc).

In order to run the validation on manual assignment attempts, I create a new business rule "Before assign, validate scheduling rules" that runs on the wm_task table, `before` Update, with a condition of:

Validating (manual/dynamic) scheduling rules and using work notes to increase transparency