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

Patrick Tipps1
Tera Contributor

2 hours ago - last edited 2 hours ago

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!

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sreeram_nair
Tera Guru

52m ago

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.


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