FSM Dispatcher Workspace: Agent card's Agent Status and Schedule Status Behavior<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } In Dispatcher Workspace, to show Agent Status (agent_status) and Schedule Status (on_schedule) on the agent card, we honor the settings present inside Resources tab in dispatcher settings modal.If agent status and schedule status settings are toggled on, we show them as highlighted-value labels on the agent card. On Context side panel, we always show the Agent Status and Schedule Status irrespective of settings. We read Agent Status(agent_status) and Schedule Status(on_schedule) values directly from the sys_user table. These values are independent of whether agent has schedule or not. Representation of Agent Status and Schedule Status on the agent card. Representation of Agent Status and Schedule Status on the contextual side panel, triggered by clicking on info on the agent card. There is a Business rule named "Update agent status" sys_script.do?sys_id=d5380bfedf011100dca6a5f59bf263b4 present on the sys_user table.This BR runs when agent clicks "Accept", "Start Travel", "Start Work", "Close Complete", "Close Incomplete", "Cancelled" actions on the mobile app or on platform. It updates the "Agent status"(agent_status) and Schedule Status (on_schedule) on the sys_user record accordingly.When a task is assigned to an agent and agent clicks on Start travel on the task, then the "Agent status(agent_status) of agent is updated to "On route". Also, the schedule status (on_schedule) will be updated accordingly when agent clicks on start travel. Please refer this document to understand about the agent Status and schedule Statushttps://www.servicenow.com/docs/bundle/washingtondc-field-service-management/page/product/planning-and-policy/concept/c_AgentStatus.html. Schedule Status a.If the time at which agent clicks start travel is before the scheduled travel start present on WOT, it shows the schedule status (on_schedule) value is set to "Ahead of schedule".b.If the time at which agent clicks start travel is after the scheduled travel start present on WOT, it shows the schedule status (on_schedule) value is set to "Behind schedule". Agent Status It is updated based on the actions taken by agent on the field service mobile app.(Example: After reaching location, when agent clicks on start work, the agent work status is updated to "On site".) Here are the below scenarios, on how it is affected. a. If the agent travels to any WOT, then the agent work status is set to 'on_route'.b. If the agent is currently working on any WOT, then the agent work status is set to 'on_site'.c. If the agent paused any WOT, then the agent work status is set to 'work_paused'.d. If the agent status is set to off_shift and has tasks in states like accepted, assigned, closed complete and closed incomplete, the status remains 'off_shift'.e. If the agent has entry in the wm_agent_shift_history table with empty/null end_time, the agent status will be 'on-shift' as he has active shift. Note: Agent can anytime go to off-shift/ break using the field service mobile app. We always show the updated status that is reflected in the sys_user table. Please refer to the getWMAgentStatus method in the SMAgentStatus script include (sys_script_include.do?sys_id=b092cd61df011100dca6a5f59bf2635d) to understand the scenarios of the agent status. Status transitions Automated: "On route" can transition to "On site" when the tech starts work on a task"Off shift" if the tech takes the Off shift action "On site" can transition to: "Work paused" if they pause work"On shift" if the technician closes the task and is on shift"Off shift" if the tech takes the Off shift action "Work paused" can transition to: "On route" when tech starts travel"On site" when tech starts/resumes work"Off shift" if they take the Off shift action"On break" if they take the On break action "On shift" can transition to: "On route" when tech starts travel"On site" when tech starts work"Off shift" if they take the Off shift action"On break" if they take the On break action "Off shift" can transition to: "On route" when tech starts travel"On site" when tech starts work"On shift" if they take the On shift action "On break" can transition to: "On shift" if they take the Off break action