--- sourceDocument: Store Version History Release Notes sourceDocumentLink: https://www.servicenow.com/docs/r/store-release-notes Release : - store ft:locale : - en-US ft:publication_title : - Store Version History Release Notes ft:clusterId : - rnst bundleId : - rnst --- # Schedule Optimization release notes # Schedule Optimization release notes {#ariaid-title1} Release version: Store Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 Schedule Optimization release notes Schedule Optimization is an advanced scheduling solution in ServiceNow that leverages Operational Research and Machine Learning to optimize workforce scheduling comprehensively. It balances technician availability, travel time, skills, job priority, and SLA requirements across your entire workforce. Unlike traditional tools that optimize locally, this application provides a global optimization to fit more jobs into working hours, reduce overtime, and improve routing efficiency. It dynamically adapts schedules mid-day, minimizing manual dispatcher intervention. The outcome is enhanced operational efficiency, including fewer miles driven, improved first-time fix rates, and reduced dispatcher workload. Show full answer Show less ## Key Features * **Overlapping Territories Support:** Tasks and agents from overlapping territories are considered together during prioritized optimization runs, improving scheduling accuracy for complex operational areas. * **Dynamic Triggering of Prioritized Optimization:** Optimization can be automatically triggered based on configurable thresholds for maximum agent count and event count, enabling timely schedule adjustments. * **Time-Bound Demand Channel Availability:** You can now configure demand channels in a territory to be available only during specific time windows, refining demand management. * **Optional Skill Level and Validity Period Support:** Skill levels are optionally supported, and the system respects skill validity periods to ensure accurate technician-task matching. * **Shift-Level Visibility in Run Results:** Enhanced run summaries and details now include optimization horizon, shift, and resource columns, with new tables showing agent schedules and work order tasks per shift for better insight. * **Matching Rules for Prioritized Optimization:** Admins can define matching rules to retrieve tasks and technicians based on skills, geographic radius, and other criteria, accelerating scheduling responsiveness during prioritized events. * **Security and Administrative Enhancements:** Improved cross-scope access, enhanced location validation, and reclassification of prioritized optimization configuration pages to Admin access improve security and manageability. ## Fixes and Improvements * Resolved issues with intraday scheduling querying past events and horizon date considerations for next-day tasks. * Fixed locked tasks not being sent when the window end has passed and tasks beyond the optimization horizon being excluded. * Addressed race conditions causing duplicate run summary attachments and tasks stuck in queued states. * Corrected conflict task status display and enhanced cache handling for dynamic qualifier matching. * Security improvements aligned with the Australia release, requiring no customer action during upgrade. ## What ServiceNow Customers Can Expect With these updates, customers gain a more robust and intelligent scheduling engine that handles complex territorial overlaps, dynamically adapts to changing conditions, and respects technician skill validity. Enhanced visibility into scheduling runs and improved matching rules empower administrators to fine-tune optimization processes. Security and stability fixes ensure reliable operation. Overall, these capabilities help customers maximize workforce efficiency, improve service delivery, and reduce manual scheduling effort. Version history for the ServiceNow® Schedule Optimization application on the ServiceNow Store. Important: For details on system requirements and family compatibility, view the application listing on the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website. Version 30.0.3 - October 2026 : * New: * Support for overlapping territories in Prioritized optimization --- tasks and agents from overlapping territories are now considered together during optimization runs * Dynamically trigger Prioritized optimization based on configurable max-agent and event-count thresholds * Time-bound availability of demand channels in a territory * Optional skill level support in Schedule Optimization * Schedule Optimization now respects skill validity periods * Shift-level visibility in run results --- Run Summary and Run Detail now include optimization horizon, shift, and resource columns; new Run Summary Shift table with related lists for Agent Schedules and Work Order Tasks * Fixed: * Scheduled intraday flow querying events from previous days, with a hard limit of 1000 events * Locked tasks not sent when window end has passed * Tasks with window end beyond the optimization horizon end not considered * Re-using scope from an already active batch incorrectly activating a new batch Version 30.0.2 - September 2026 : * New: * Support for overlapping territories in Prioritized optimization --- tasks and agents from overlapping territories are now considered together during optimization runs * Dynamically trigger Prioritized optimization based on configurable max-agent and event-count thresholds * Time-bound availability of demand channels in a territory * Optional skill level support in Schedule Optimization * Schedule Optimization now respects skill validity periods * Shift-level visibility in run results --- Run Summary and Run Detail now include optimization horizon, shift, and resource columns; new Run Summary Shift table with related lists for Agent Schedules and Work Order Tasks * Fixed: * Scheduled intraday flow querying events from previous days, with a hard limit of 1000 events * Locked tasks not sent when window end has passed * Tasks with window end beyond the optimization horizon end not considered * Re-using scope from an already active batch incorrectly activating a new batch Version 29.1.7 - September 2026 : * New: * Overlapping territory support for prioritized optimization. * Admin configuration to setup minimum event count for prioritized optimization. * Enhanced Schedule Optimization admin page to manage all system properties. * New Matching rules for Prioritized optimization * retrieve tasks based on skills, retrieve technicians based on skills, retrieve tasks within radius and retrieve technicians within radius * Changed: Prioritized optimization configuration pages are reclassified from MAINT to Admin accessible. * Fixed: * Prioritized intraday jobs getting stuck in queued state * Intraday optimization incorrectly scheduling tasks for the next day * Enhanced location validation to not allow 0,0 or invalid coordinates. * Fixed a race condition in run summary processing where concurrent optimization events could create duplicate run_summary.jsonattachments on the same run summary record. Version 29.0.22 - August 2026 : * Fixed: * Made Security enhancements on Schedule Optimization store app compatible to Australia release * No Actions needed from customer while upgrading to this version {#store-rn-fsm-schedule-optimization__ul_x41_fj1_bkc} {#store-rn-fsm-schedule-optimization__ul_m1k_2j1_bkc} Version 29.1.6 - July 2026 : * Fixed: * Conflict task status overwrite: Unchanged tasks display correct status in Run Detail. * Intraday task optimization: Corrected horizon date consideration for next-day task assignment. * Dynamic Qualifier matching: Resolved cache population, deduplication, and fallback logic. Version 29.1.4 - June 2026 : * New: * Speed up scheduling results by configuring matching rules to define which tasks and technicians are affected when a prioritized event occurs, such as identifying all technicians with matching certifications when someone calls in sick. You can enable matching rules per qualifier, then set criteria such as radius, skills, or time thresholds. * Security Directive Changes to enhance cross scope access implementation * Changed: The Enable assignments only with preferred/secondary agents constraint has been renamed to Enable assignments based on technician assignment preference and updated to restrict task assignment exclusively to technicians marked as required on the work order task. If no required technician is available or eligible, the task is dropped from optimization and is logged in the run summary. Version 29.0.13 - March 2026 : * Schedule Optimization is an advanced scheduling engine that uses Operational Research and Machine Learning models to determine the best assignment for every job --- balancing technician availability, travel time, skills, priority, and SLA requirements across your entire workforce simultaneously. * Most scheduling tools optimize locally. Schedule Optimization works across the full picture --- fitting more jobs into working hours, routing technicians efficiently, reducing overtime, and giving priority work the placement it needs to meet commit times. When conditions change mid-day, it adapts rather than leaving dispatchers to manually rebuild the schedule. * The result is a schedule that does more with the same workforce: fewer miles driven, higher first-time fix rates, less overtime, and less time dispatchers spend solving problems the system should handle automatically. {#store-rn-fsm-schedule-optimization__ul_cnl_zsl_m3c}