Work order task start and end dates

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Work Order Task Start and End Dates

    This guide explains how dynamic scheduling utilizes the Window start and Window end dates for work order tasks in the ServiceNow platform, specifically addressing scheduling processes and the conditions under which dates are applied or modified.

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    Key Features

    • Dynamic Scheduling: Utilizes Window start and Window end dates to schedule tasks effectively.
    • Date Handling: If both dates are present, they are used directly; if only one is present, defaults and properties are applied to determine the other.
    • SLA Integration: The Window end date is auto-populated based on the latest SLA breach date from its parent work order, contingent on specific business rules being enabled.
    • Fixed Window Tasks: If a task is created with Fixed Window enabled, the Window end time is not updated based on SLA or business rules.
    • Transfer Order Updates: The Window start date can be updated based on delivery dates from transfer orders, but only under certain conditions.

    Key Outcomes

    By understanding and applying these scheduling rules, ServiceNow customers can ensure accurate and timely task management based on established parameters, leading to improved efficiency in their work order processes. It is essential to manage and verify task properties correctly to leverage dynamic scheduling effectively. Additionally, manual overrides are possible for the Window start time when necessary, allowing for customization based on operational needs.

    Dynamic scheduling uses work order task Window start and Window end dates to schedule tasks.

    If both the Window start and Window end dates are present in the work order tasks, dynamic scheduling uses these dates.

    If the task has a Window start date but the date has passed, dynamic scheduling uses the current date and time for this value.

    If the task has a Window start date but no Window end date, dynamic scheduling uses the com.snc.wm.wo.task_window_day property to determine this value.

    If the task has no Window start date but has a Window end date, dynamic scheduling uses the current time for this value.

    If the task has neither a Window start nor a Window end date, dynamic scheduling uses the current time and date for the Window start and the com.snc.wm.wo.task_window_day property for the Window end.

    If a task is created, the Window end date gets automatically populated based on the latest SLA breach date from its parent work order. The business rules Populate Window End Based On SLA for both Task SLA [task_sla] and Work Order Task [wm_task] tables, and the client script Calculate Window End has to be set to True.

    If a task is created and Fixed window is enabled, the business rules and client scripts doesn't execute and Window end time is not updated. If a work order is created based on an appointment and there is an SLA associated with the work order, the Window end time is populated based on the appointment and not on the SLA.

    Window start date gets updated for the work order tasks based on the delivery date of the transfer order only for work orders that are not assigned. The business rule Sync up Delivery Time with WOT business rule has to be set to True. Multiple transfer orders that has mandatory part requirements, the Window start is set to the latest delivery time of the transfer order. Window start date is only updated based on transfer orders only when the part requirement associated with the transfer order is mandatory. However, you can manually edit the window start time and override the existing date that is populated based on the transfer order.
    Note:
    The Window start date is not updated if the work order task is:
    • Associated with an appointment
    • Fixed Window
    • Window end is populated and is before the delivery by date