Configuring Route Optimization

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Configuring Route Optimization

    Route optimization in Field Service Management (FSM) is designed to improve resource allocation by minimizing travel time for field agents. This enhances productivity and customer service by strategically reordering tasks based on various constraints and operational parameters.

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    Key Features

    • Enabling Route Optimization: Activate route optimization by setting the snfsmdispwrkspc.enableoptimizeroute property to true, which adds the Optimize Route option in the Dispatcher Workspace.
    • Dispatcher Workspace Configuration: Ensure configurations are made within the Field Service Management Configurable Dispatcher Workspace and confirm necessary properties, including bundle optimization, are enabled.
    • Route Optimization Modes:
      • Optimize Within Shift: Reorders tasks for a single shift respecting time windows, breaks, and locked tasks.
      • Extend Into Overtime: Allows tasks to extend into overtime if an agent is running late to complete assignments.
      • Cancel If Over Overtime: Cancels optimization if it would cause overtime to exceed limits.
    • Additional Configuration Options: Configure task constraints (fixed time windows, locked tasks), breaks and events scheduling, and travel time estimates using Maps API or straight-line calculations. Maps API key setup is required for accurate travel times.
    • Customizable System Properties: Adjust task-to-task buffers, travel time calculations, default work hours, travel time adjustments (e.g., rush hour factors), rush hour periods, and toll road inclusion to tailor optimization to your operational needs.
    • Task Volume Threshold Management:
      • Under 15 tasks: Full optimization performed.
      • Over 200 tasks: Auto-routing fails with an error.
      • Partial routing optimizes subsets when full optimization is not feasible, leaving remaining tasks pending dispatch.
    • Schedule Job: The Optimize Task Routing job runs daily at 3:00 AM system time by default; adjust this schedule as needed for your environment.
    • Non-Customizable Client Scripts: Built-in client scripts run within 4-6 seconds and should not be modified to maintain optimal performance.

    Key Outcomes

    By configuring route optimization properly, ServiceNow customers can expect more efficient dispatching with reduced travel time, better adherence to task constraints, and improved agent productivity. The system's flexibility in handling overtime, breaks, and travel time calculations supports realistic scheduling that aligns with operational realities. Managing task volume thresholds ensures stable performance and prevents system overload during route optimization.

    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

    The steps to set up Route Optimization are:
    1. Navigate to All > sys_properties.list > sn_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 All > Field Service > Dispatcher 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.

    Understanding Route Optimization Modes

    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.

    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 additional options

    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.

    Customizing system properties

    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.

    Managing thresholds for task volume

    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.

    Schedule job

    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

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