Scheduling components in Workforce Optimization for ITSM

Release version: Washingtondc

Updated February 1, 2024

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Summary of Scheduling components in Workforce Optimization for ITSM

Workforce Optimization for ITSM enables efficient administration of agent shifts and schedules through specific roles and configurable properties, enhancing operational effectiveness in managing workforce resources.

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Key Features

Roles: Different roles grant varying levels of access:
- Shift Planning User: Read access to schedules and shifts.
- Shift Planning Agent: Access to personal calendars for shift swaps and time-off requests.
- Shift Planning Admin: Full administrative capabilities to manage schedules and shifts.
Properties: Configurable settings to tailor scheduling behavior:
- Event Query Days: Configures the display of past and future shift events on mobile applications.
- Agent Break Editing: Allows agents to edit and manage their break times.
- Shift Signup Management: Controls agent shift sign-up capabilities and notifications.
Scheduled Jobs: Automated tasks such as clearing schedule caches to ensure data freshness.
User Preferences: Customizable settings for viewing limits on shifts and schedules in the user interface.

Key Outcomes

Implementing these components allows ServiceNow customers to efficiently manage agent schedules, improve shift management processes, and enhance overall workforce productivity. By utilizing roles and properties effectively, customers can ensure that agents have the appropriate access and tools to manage their shifts and schedules seamlessly.

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.	sn_shift_planning.approver sn_shift_planning.user sn_shift_planning.agent

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. Type: Integer Default value: -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. Type: Integer Default value: 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. Type: true\|false Default value: false
sn_uib_agent_sp.allow_agent_add_remove_break	Enables agents to add or remove their break time in a shift span. Type: true\|false Default value: false
sn_shift_planning.number_of_days_to_cache	Number of days to cache agent schedules. Type: Integer Default value: 5
sn_shift_planning.max_shifts_to_autoassign	Number of preferred shifts from a schedule plan that will be auto-assigned. Type: Integer Default value: 1
sn_shift_planning.max_shifts_allowed_for_signup	The maximum number of shifts that agents can sign up for within a schedule plan. Type: Integer Default value:1
sn_shift_planning.enable_agent_signup	Enable agents to sign up for their own shifts. Type: true\|false Default value:true
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. Type:true\|false Default value: true
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. Type: Integer Default value: 2
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. Type: Boolean Default value: True 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.LIST`and press Enter. Type:true\|false Default value: false

Scheduled jobs

Table 1. Scheduled Job
Name	Description
Shift Planning - Delete All Agent Schedules Cache	Deletes cache from the sn_shift_planning_agent_availability table. Runs automatically everyday at 2:30 am Run this job on-demand when you import data.

User preferences

Navigate to All > User Administration > User Preferences and add the preferences listed in the table below.

Note:

To set a system-wide user preference, select the System check box.

For information on setting user preferences, see User preferences.


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. Name: workspace.onCallShiftsPageSize Type: Integer Value: Enter the preferred number of on-call shifts you want to view per page.
workspace.workShiftsPageSize	Set the maximum number of work shifts to view per page in the Work shifts tab in the Shifts side panel. Name: workspace.workShiftsPageSize Type: Integer Value: Enter the preferred number of work shifts you want to view per page.
workspace.schedulePlanPageSize	Set the maximum number of scheduling plans to view per page in the Schedules side panel. Name: workspace.schedulePlanPageSize Type: Integer Value: Enter the preferred number of schedules you want to view per page.