Scheduling components in Workforce Optimization for ITSM
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Summary of Scheduling Components in Workforce Optimization for ITSM
Workforce Optimization for ITSM provides essential roles and properties for managing agent shifts and schedules, enhancing the scheduling process within IT Service Management (ITSM). This functionality is particularly valuable for organizations aiming to optimize their workforce management efficiently.
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Key Features
- Roles: Different roles facilitate various levels of access and functionality:
- Shift Planning User: View schedules and shifts.
- Shift Planning Agent: Access personal calendars to request shift swaps or time off.
- Shift Planning Admin: Full administrative rights for creating, reading, updating, and deleting schedules and shifts.
- Properties: Configurable settings that determine system behavior, such as:
- Display of past and future events on mobile apps.
- Agent’s ability to edit break times and manage shift sign-ups.
- Control over caching agent schedules and notification timings for upcoming shifts.
- Scheduled Jobs: Automated tasks, such as the deletion of cached schedules, run daily to ensure up-to-date information.
Key Outcomes
By utilizing these scheduling components, ServiceNow customers can expect to enhance their workforce management capabilities, allowing agents to efficiently manage their schedules, improving service delivery, and ensuring optimal staffing levels. Configuration changes take effect within 24 hours, or immediately with specific actions, ensuring timely adjustments to scheduling practices.
Workforce Optimization for ITSM has roles to administer agent shifts and schedules and properties to configure default behavior.
Roles
| Role title [name] | Description | Contains roles |
|---|---|---|
| Shift Planning User [sn_shift_planning.user] | Grants read access for scheduling including the ability to view schedules and shifts. | |
| Shift Planning Agent [sn_shift_planning.agent] | Grants agents access to their calendar. Agents can request shift swap or time off. | sn_shift_planning.user |
| Shift Planning Admin [sn_shift_planning.admin] | Grants administrative access to create, read, update, and delete (CRUD) schedules and work shifts. |
|
Properties
| Property | Description |
|---|---|
| sn_itsm_ mobile_agent.events_query_days_past | The maximum number of days past events for your shifts can be displayed on
your mobile application. You can enter values that range from -1 to -31.
|
| sn_itsm_ mobile_agent.events_query_days_future | The maximum number of days future events for your shifts can be displayed on
your mobile application. You can enter values that range from 1 to 90.
|
| sn_uib_agent_sp.allow_agent_edit_break | Enables agents to edit the start and end time of their break time in a shift
span.
|
| sn_uib_agent_sp.allow_agent_add_remove_break | Enables agents to add or remove their break time in a shift span.
|
| sn_shift_planning.number_of_days_to_cache | Number of days to cache agent schedules.
|
| sn_shift_planning.max_shifts_to_autoassign | Number of preferred shifts from a schedule
plan that will be auto-assigned.
|
| sn_shift_planning.max_shifts_allowed_for_signup | The maximum number of shifts that agents can
sign up for within a schedule plan.
|
| sn_shift_planning.enable_agent_signup | Enable agents to sign up for their own
shifts.
|
| sn_shift_planning.enable_schedule_signup_link | Enables or disables the link in the Upcoming
section in the Service Operations Workspace landing page where
agents can view shifts that they've signed up for that are due on the current
day and the day after the current day.
|
| sn_shift_planning.days_to_signup_due_date | The number of days before the shift sign-up
due date when agents and managers are notified.
|
| sn_shift_planning.display_shift_name | Set this property to true to display the shift name. If the value is set to false, the event type will be displayed.
Note: It will take 24 hours for any changes you make to the property value to take effect. To view the changes immediately, run the Shift Planning - Delete All Agent Schedules Cache
scheduled job. |
| assignShiftAgentsTypeaheadDisableAutoClose | Turns off the closing of the Assign agents to this shift typeahead list every time an agent is selected. In the application navigator, enter sys_ux_page_property.LISTand press Enter.
|
| sn_wfo_outlook.enable_outlook_sync |
Set this property to true to turn on the synchronization between the agent's calendar and the Microsoft Outlook calendar.
|
Scheduled jobs
| Name | Description |
|---|---|
| Shift Planning - Delete All Agent Schedules Cache | Deletes cache from the sn_shift_planning_agent_availability table.
|
User preferences
Navigate to and add the preferences listed in the table below.
Note:
For information
on setting user preferences, see User preferences.To set a system-wide
user preference, select the System check box.
| User Preference | Description |
|---|---|
| workspace.onCallShiftsPageSize | Set the maximum number of on-call shifts to view per page in the
On-call shifts tab in the Shifts side panel.
|
| workspace.workShiftsPageSize | Set the maximum number of work shifts to view per page in the Work
shifts tab in the Shifts side panel.
|
| workspace.schedulePlanPageSize | Set the maximum number of scheduling plans to view per page in the Schedules
side panel.
|