Allow agents to start traveling before their scheduled work hours

Support flexible work types by allowing agents to start traveling before their scheduled work hours. For example, you may want to add travel time outside of an agent’s scheduled work hours in case bad weather suddenly increases travel time.

Before you begin

If you are an administrator, you can run a script and add travel time outside of work hours for all users.

Role required: wm_dispatcher, wm_manager, wm_admin, or admin

Procedure

1. Navigate to All > Field Service.

2. Do one of the following actions:

   • If you are a dispatcher, go to Dispatching > My Agents.

   • If you are a manager, go to Manager > My Team.

3. Select a user profile.

4. To add or update user records, do one of the following.

<table id=“choicetable_pnx_tzm_vgb”><thead><tr><th align=“left” id=“d88298e126”>

Option

</th><th align=“left” id=“d88298e129”>

Description

</th></tr></thead><tbody><tr><td id=“d88298e135”>

Add a new record for this user

</td><td>

1. Click the Work Parameters tab.

2. Click New.

3. Click the Travel outside of work hours drop-down menu.

4. Click Yes

5. Click Submit.

</td></tr><tr><td id=“d88298e176”>

Updated an existing record

</td><td>

1. Click the Work Parameters tab.

2. Double-click the Travel outside of work hours column.

3. Click the new parameter.

4. Click Save (Enter).

</td></tr></tbody> </table>5. To add travel time as work hours for all users, do the following:

1.  Navigate to **System Definition** > **Scripts - Background**

2.  In the **Run Script** window, add the script to include travel time as work hours for all users.

Option Description Add travel time as work hours for all users 1. Add this script: ``` createWorkParamsForAllAgents("yes"); function createWorkParamsForAllAgents(travelOutsideWorkHours) { var gr = new GlideRecord("sys_user_has_role"); gr.addEncodedQuery("role=26c324ba1b32200096f9fbcd2c0713c2"); // fetching users having wm_agent role gr.query(); gs.info("total work agents found: "+gr.getRowCount()); var agentWorkParameter = {}; while (gr.next()) { var userId = gr.getValue("user"); if (!agentWorkParameter[userId]) { var wp = new GlideRecord("wm_agent_work_configuration"); wp.initialize(); wp.setValue("user",userId); wp.setValue("travel_outside_of_work_hours", travelOutsideWorkHours); // setting default value for travel_outside_of_work_hours wp.insert(); agentWorkParameter[userId] = true; } } } ``` 2. Click **Run Script**. Update travel time as work hours for all users 1. Add this script: ``` updateWorkParamsForAgents("yes"); // param1: default travel outside work hours value function updateWorkParamsForAgents(travelOutsideWorkHours) { var gr = new GlideRecord("wm_agent_work_configuration"); gr.query(); gs.info("total agent work parameters found: "+gr.getRowCount()); var updateCount = 0; while (gr.next()) { var canTravelOutside = gr.getValue("travel_outside_of_work_hours"); if ( canTravelOutside != travelOutsideWorkHours) { gr.setValue("travel_outside_of_work_hours", travelOutsideWorkHours); if (gr.update()) updateCount ++; } } gs.info("total agent work parameters updated: "+updateCount); } ``` 2. Click **Run Script**.