---
sourceDocument: Brazil Field Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/field-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# Route Optimization

# Configuring Route Optimization {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Configuring Route Optimization

Route Optimization in ServiceNow Field Service Management (FSM) enhances resource allocation by strategically reordering field agent tasks to reduce travel time.
This improves agent productivity and customer service quality.
Enabling and configuring route optimization allows dispatchers to efficiently manage task scheduling within the Dispatcher Workspace.
Show full answer Show less  

## Enabling and Accessing Route Optimization

* Enable route optimization by setting the **snfsmdispwrkspc.enableoptimizeroute** system property to true via **sysproperties.list**. This activates the Optimize Route option in the Dispatcher Workspace.
* Use the 'Field Service Management Configurable Dispatcher Workspace' application scope to perform related configurations.
* To optimize bundles of tasks, also enable **work.management.travel.calculation.bundlerouteoptimization**.

## Route Optimization Modes

* **Optimize Within Shift:** Reorders tasks within a single agent's shift to minimize travel while respecting task time windows, breaks, and locked tasks.
* **Extend Into Overtime:** Allows task adjustments to overtime when agents run late, facilitating task completion.
* **Cancel If Over Overtime:** Attempts optimization but cancels if it would cause overtime limits to be exceeded.

Set the **work.management.optimization.conflicthandling** property to manage conflicts from overflow tasks during optimization.

## Additional Configuration Options

* **Task Constraints:** Honor fixed time windows and prevent moving locked tasks.
* **Breaks \& Events:** Schedule around planned breaks or personal events.
* **Travel Time Estimates:** Choose between a Maps API for accurate travel times or faster straight-line estimates. Configure the Maps API key if used.

## Customizable System Properties

* Add buffers between tasks to account for delays.
* Define default agent work hours for unscheduled agents.
* Adjust travel times with percentages to reflect factors such as rush hour.
* Configure morning and evening rush hour periods.
* Include or exclude toll roads in routing decisions.

## Task Volume Thresholds and Behavior

* For fewer than 15 tasks, full route optimization is applied considering all factors.
* Above 200 tasks, auto-routing fails and an error is shown.
* If full optimization is not possible, a subset of tasks is optimized and the rest remain for manual dispatch.

## Operational Details

* The **Optimize Task Routing** scheduled job runs daily at 3:00 AM system time; adjust as needed for your environment.
* Client scripts related to route optimization are pre-optimized for performance (4-6 seconds runtime) and should not be customized.  
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 {#configuring-route-optimization__section_hth_bsc_h1c}

The steps to set up Route Optimization are:

1. Navigate to Allsys_properties.listsn_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 AllField ServiceDispatcher 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.
   {#configuring-route-optimization__ul_ocd_jsz_lcc}
{#configuring-route-optimization__ol_olq_5sy_lcc}

## Understanding Route Optimization Modes {#configuring-route-optimization__section_a1m_gsc_h1c}

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](https://www.servicenow.com/docs/sMERm9hoTnnj~ScL9yrg9A "System properties provided with the Field Service Management application.").  
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-route-optimization__ol_qkd_3sc_h1c}

## Configuring additional options {#configuring-route-optimization__section_z25_lsc_h1c}

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.
{#configuring-route-optimization__ol_yyc_nsc_h1c}

## Customizing system properties {#configuring-route-optimization__section_n5h_rsc_h1c}

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.
{#configuring-route-optimization__ol_jxn_ssc_h1c}

## Managing thresholds for task volume {#configuring-route-optimization__section_fmh_xsc_h1c}

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.
{#configuring-route-optimization__ul_htw_lwc_h1c}

## Schedule job {#configuring-route-optimization__section_efq_d5y_lcc}

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 {#configuring-route-optimization__section_bxg_h5y_lcc}

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

*[\>]: and then