Configuring Route Optimization

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Configuring Route Optimization

    Route optimization is crucial for enhancing resource allocation in field service management by reordering tasks to minimize travel time for agents, thereby improving productivity and customer service. This guide outlines the configuration steps required to enable and optimize route management within the Dispatcher Workspace.

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    Key Features

    • Enable Route Optimization: Navigate to All > sysproperties.list and set snfsmdispwrkspc.enableoptimizeroute to true, enabling the Optimize Route option in the Dispatcher Workspace.
    • Mode Selection: Choose from three modes of route optimization:
      • Optimize Within Shift: Reorders tasks within an agent's shift.
      • Extend Into Overtime: Allows for overtime if an agent is running late.
      • Cancel If Over Overtime: Cancels the optimization if it exceeds overtime limits.
    • Configuration Options: Customize task constraints, break scheduling, and travel time estimates via the appropriate system properties.
    • Task Volume Management: The system adapts optimization based on task quantity, with different behaviors for tasks under 15, between 15 and 200, and over 200.

    Key Outcomes

    By properly configuring route optimization, customers can expect:

    • Improved efficiency in task assignments, leading to shorter travel times.
    • Enhanced ability to manage agent schedules while respecting time constraints and breaks.
    • Automated daily optimization jobs, customizable to meet operational needs.
    • Maintained performance with non-customizable client scripts that optimize execution time.

    Route optimization is essential for improving resource allocation in field service management. It strategically reorders tasks to reduce travel time for field agents, enhancing both productivity and customer service.

    Configuration overview

    The steps to set up Route Optimization are:
    1. Navigate to All > sys_properties.list > sn_fsm_disp_wrkspc.enable_optimize_route and set the value to true. This enables Route Optimization and displays Optimize Route option in the Dispatcher Workspace.
    2. To use route optimization features in the Dispatcher Workspace, do the following:
      • Navigate to All > Field Service > Dispatcher Workspace Configuration and ensure all configurations are made within the 'Field Service Management Configurable Dispatcher Workspace' application scope.
      • Ensure the sn_fsm_disp_wrkspc.enable_optimize_route property is enabled.
      • To optimize task bundles, enable the Route Optimization for Bundles (work.management.travel.calculation.bundle_route_optimization) property.

    Understanding Route Optimization Modes

    You must select the work.management.optimization.conflict_handling system property to avoid conflicts due to overflow tasks when optimizing the route. For more information, see Properties installed with Field Service Management.

    Route optimization operates in three distinct modes, each designed to address specific scenarios:
    1. Optimize Within Shift: Reorders tasks within a single agent's shift to minimize travel time while respecting task time windows, scheduled breaks, and locked tasks.
    2. Extend Into Overtime: Adjusts tasks if an agent is running late, allowing overtime to ensure task completion.
    3. Cancel If Over Overtime: Attempts to optimize the route but cancels the operation if it would result in exceeding allowed overtime.

    Configuring additional options

    Enhance route optimization with the following configuration options:
    1. Task constraints: Ensures all tasks remain within their start/end time windows (if isFixedWindow = true) and avoids moving locked tasks.
    2. Breaks & Events: Schedule optimizations around planned breaks or personal events.
    3. Travel time estimates: Choose between using a Maps API for accurate travel time or straight-line estimates for faster calculations. Set up the Maps API key if opting for it.

    Customizing system properties

    Customize route optimization to meet specific needs by configuring the following properties:
    1. Task-to-Task Time Buffer: Add a buffer of extra minutes between tasks to account for unexpected delays.
    2. Travel Time Calculation: Select between Maps API or straight-line estimates based on your accuracy needs.
    3. Default Work Hours: Define start and end times for agents without a fixed schedule.
    4. Travel Time Adjustments: Adjust travel times by adding percentages to account for uncertainties, such as rush hour.
    5. Rush Hour Timings: Specify morning and evening rush hour spans.
    6. Toll Road Option: Decide whether toll roads should be included in the route planning.

    Managing thresholds for task volume

    The route optimization behavior adjusts based on the number of tasks:
    • Under 15 tasks: Complete route optimization is performed, considering all tasks and travel.
    • Over 200 tasks: Auto-routing fails, and an error message is displayed.
    • Partial Routing: If not all tasks can be accommodated, a smaller subset is optimized, and the remaining tasks revert to pending dispatch.

    Schedule job

    The Optimize Task Routing job runs daily at 3:00 AM system time. Adjust this schedule based on your time zone or operational needs.

    Non-customizable client scripts

    Client scripts for route optimization are pre-optimized and run within 4-6 seconds. These scripts should not be customized to ensure optimal performance.