Work order task start and end dates

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Work Order Task Start and End Dates

    This guide explains how dynamic scheduling utilizes the Window start and Window end dates in work order tasks, ensuring efficient task management in ServiceNow. Understanding this process is crucial for optimizing scheduling and adhering to SLAs.

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    Key Features

    • If both Window start and end dates are provided, dynamic scheduling uses these dates.
    • If only the Window start date exists and has passed, the current date and time will be used.
    • If there is a Window start date without an end date, the system refers to the com.snc.wm.wo.taskwindowday property for the end date.
    • If only the Window end date is present, the current time becomes the Window start date.
    • When none are provided, the current date and time is used for both, with the end date sourced from the com.snc.wm.wo.taskwindowday property.
    • On task creation, the Window end date is automatically set based on the latest SLA breach date from the parent work order, given the relevant business rules are enabled.
    • If a task is linked to an appointment with an SLA, the Window end time is derived from the appointment rather than the SLA.
    • Window start dates can be adjusted based on transfer order delivery dates, specifically for unassigned work orders.
    • Manual overrides for Window start time are permitted.

    Key Outcomes

    By effectively utilizing these dynamic scheduling features, ServiceNow customers can ensure that tasks are scheduled accurately, adhere to SLAs, and optimize work order management. This leads to improved service delivery and operational efficiency.

    Dynamic scheduling uses work order task Window start and Window end dates to schedule tasks.

    If both the Window start and Window end dates are present in the work order tasks, dynamic scheduling uses these dates.

    If the task has a Window start date but the date has passed, dynamic scheduling uses the current date and time for this value.

    If the task has a Window start date but no Window end date, dynamic scheduling uses the com.snc.wm.wo.task_window_day property to determine this value.

    If the task has no Window start date but has a Window end date, dynamic scheduling uses the current time for this value.

    If the task has neither a Window start nor a Window end date, dynamic scheduling uses the current time and date for the Window start and the com.snc.wm.wo.task_window_day property for the Window end.

    If a task is created, the Window end date gets automatically populated based on the latest SLA breach date from its parent work order. The business rules Populate Window End Based On SLA for both Task SLA [task_sla] and Work Order Task [wm_task] tables, and the client script Calculate Window End has to be set to True.

    If a task is created and Fixed window is enabled, the business rules and client scripts doesn't execute and Window end time is not updated. If a work order is created based on an appointment and there is an SLA associated with the work order, the Window end time is populated based on the appointment and not on the SLA.

    Window start date gets updated for the work order tasks based on the delivery date of the transfer order only for work orders that are not assigned. The business rule Sync up Delivery Time with WOT business rule has to be set to True. Multiple transfer orders that has mandatory part requirements, the Window start is set to the latest delivery time of the transfer order. Window start date is only updated based on transfer orders only when the part requirement associated with the transfer order is mandatory. However, you can manually edit the window start time and override the existing date that is populated based on the transfer order.
    Note:
    The Window start date is not updated if the work order task is:
    • Associated with an appointment
    • Fixed Window
    • Window end is populated and is before the delivery by date