Upon dispatching a WOT from a previous assigned user to a new user from the dispatch tool (where WOT is already accepted and in sub state 'On route') the dispatched WOT disappears from the workspace. - Known Error

Upon dispatching a WOT from a previous assigned user to a new user from the dispatch tool (where WOT is already accepted and in sub state 'On route') the dispatched WOT disappears from the workspace. Description Upon dispatching a WOT from a previous assigned user to a new user from the dispatch tool (where WOT is already accepted and in sub state 'On route') the dispatched WOT disappears from the workspace.

Steps to Reproduce

We recorded the steps to reproduce as it is long and complex:

Part 1: https://servicenow.zoom.us/rec/play/Av8gw-HWckN9CGGNqnnLDX0Z0qMwsg4xZ8qwNfGluD6hXQnXbOViCB4jGihuWxCAkE-kezj8LQJvpq_O.m12zpYompNbnpVuF?continueMode=true Part 2: https://servicenow.zoom.us/rec/play/-LuWJm5qnYCU95zMLWB4CpJ3RDISqq86Y44a6cTRBalN8UbFQrKqF8ZVlxKdvz886RVL_SXmThP3LFD9.4q9s7-dcGoUQtW4B?autoplay=true&startTime=1660900265000

Background ------------------- When "assigned and travel start" tasks are reassigned to different agent, Substate on Route (8) is not cleared. This results in tasks not shown in dispatcher workspace.

Observation ---------------------- 1. For the affected WOT 16 ==> Assigned 8 ==> On Route 2. Looks like Assigned and On Route tasks are hidden in Dispatcher workspace. sn_fsm_disp_wrkspc.DispatcherWorkspaceCalendarUtil @Line 631

Workaround Please follow below steps to fix this bug:

1. Go to the below record : https://instance_name.service-now.com/sf_work_task.do?sys_id=9c16d978df311100a9e78b6c3df26371 2. Add below lines at the end of the code. if (current.substate == 8) current.substate = "";