Scheduling Health dashboard

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of Scheduling Health dashboard

    The Scheduling Health dashboard in ServiceNow provides a comprehensive view of technician and task metrics alongside Schedule Optimization configuration details. It helps organizations identify and address scheduling issues by highlighting missing or incomplete data that can impact work order assignments and optimization processes.

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    Access to the dashboard requires specific roles: wmbasic to view the Overview tab, and scheduleoptimizationplanner or scheduleoptimizationuser to access the Schedule Optimization tab. Navigate through the menu paths All > Field Service > Administration > Health Check or All > Schedule Optimization > Administration > Health Check to open the dashboard.

    Key Features

    • Technician Metrics: Single score visualizations showing critical data gaps such as technicians without work schedules, missing location or coordinates, absent or invalid skills, and lack of parts in personal stockrooms.
    • Task Metrics: Single score indicators for tasks lacking duration, location, coordinates, optimization values, required skills, needed parts, or technician preferences.
    • Schedule Optimization Details: Displays the total number of technicians and tasks included in the next optimization run, along with the scheduled date and time for this run.
    • Interactive Charts: Clicking on any chart area reveals corresponding records, enabling dispatchers and admins to quickly identify and resolve assignment issues.
    • Filters: The dashboard supports filtering by optimization type—batch or intraday—allowing generation of reports based on the selected configuration.

    Practical Use Cases

    • Dispatchers: Use the dashboard to diagnose factors preventing task assignments and take corrective actions by drilling into data points.
    • Administrators: In addition to dispatcher capabilities, admins can update missing or incorrect information directly from the dashboard to improve scheduling accuracy and optimization outcomes.

    Benefits for ServiceNow Customers

    This dashboard empowers your field service teams to maintain data integrity and optimize scheduling efficiency by proactively detecting and addressing incomplete or invalid data. It supports smoother assignment of work orders, better resource utilization, and more effective schedule optimization runs, enhancing overall operational performance.

    Use this dashboard to view technician metrics, task metrics, and Schedule Optimization configuration details.

    Scheduling health dashboard overview

    Required ServiceNow AI Platform roles

    • The wm_basic role is needed to view the dashboard Overview tab.
    • The schedule_optimization_planner or schedule_optimization_user is needed to view the Schedule Optimization tab.

    Access the Scheduling Health dashboard

    To open the dashboard, navigate to:

    • All > Field Service > Administration > Health Check
    • All > Schedule Optimization > Administration > Health Check

    Use cases

    For examples of how different people in your organization would use this dashboard, see these use cases.
    User Dashboard use

    Dispatcher

    		 Identifies factors that prevent a work order task from being assigned.

    Click any area of the chart to see corresponding records.

    Admin

    		 Admins have the capabilities of a dispatcher and can update the information that is missing from the record.

    Click any area of the chart to see corresponding records.

    Overview Data Visualizations

    Table 1. Technician metrics
    Title Type Source table Description
    Technicians without work schedule Single Score sys_user The number of technicians who don't have a work schedule.
    Technicians without location Single Score sys_user The number of technicians whose user record doesn't have a location.
    Technicians without location coordinates Single Score sys_user The number of technicians whose user record doesn't have latitude and longitude.
    Technicians without skills Single Score sys_user The number of technicians with no skill assignments.
    Technicians with invalid skills Single Score sys_user The number of technicians with one or more empty skill assignments.
    Technicians without parts Single Score sys_user The number of technicians with no parts in their personal stockroom.
    Table 2. Task metrics
    Title Type Source table Description
    Tasks without duration Single Score wm_task The number of tasks that don't have a duration.
    Tasks without location Single Score wm_task The number of tasks that don't have a location.
    Tasks without location coordinates Single Score wm_task The number of tasks that don't have latitude and longitude.
    Tasks without optimization value Single Score wm_task The number of tasks that don't have an optimization value.
    Tasks without skills Single Score task_m2m_skill The number of tasks with no skill requirements.
    Tasks without parts Single Score wm_task The number of tasks with no part requirements.
    Tasks without technician preferences Single Score wm_task The number of tasks that don't have technician preferences.

    Schedule optimization scheduling health metrics

    Schedule Optimization Data Visualizations

    Title Type Source table Description

    Total number of technicians

    		 Single Score sys_user The number of technicians who will be included in the next optimization run.
    Total number of tasks Single Score wm_task The number of tasks that will be included in the next optimization run.
    Next optimization run time Date/Time The date and time of the next scheduled optimization run.

    Filters

    The Type filter contains two choices, batch and intraday. Your selection outputs one of the following subsequent filters.
    Name Type Description
    Batch Single select Generate a report based on the selected batch configuration.
    Intraday configuration Single select Generate a report based on the selected intraday configuration.