User roles installed with field service management

Roles

Field service management adds the following roles.
Table 1. Roles for field service management
Role title [name] Description Contains Roles
Work Management Administrator

[wm_admin]

Manages data related to field service management. Field service management administrators also can:
  • Control and override all information in the Field Service Management application.
  • Delete work orders and tasks.
  • Create tasks using the Clone Task feature.
  • Create, edit, and delete work order models and work task models.
  • Create, edit, and delete incidentals.
  • View expense lines.
  • View certain fields in non-subscription-based contracts.
  • catalog_admin
  • knowledge_manager
  • skill_admin
  • skill_model_admin
  • template_admin
  • territory_admin
  • wm_agent
  • wm_approver_user
  • wm_dispatcher
  • wm_qualifier
Work Management Agent

[wm_agent]

Manages actual task time and performs work on site. Agents also can:
  • Accept or reject tasks assigned to them.
  • Add parts requirements.
  • Source parts.
  • Create tasks using the Clone Task feature.
  • Add work notes to work orders and work order tasks.
  • Create, edit, and delete incidentals.
  • View expense lines.
  • View certain fields in non-subscription-based contracts.

Agents cannot update schedule or task window times or toggle the window control.

  • document_management_user
  • inventory_user
  • skill_user
  • territory_user
  • wm_basic
Work Management Approver User

[wm_approver_user]

Responsible for approving work orders before they are qualified or assigned.
  • approver_user
Work Management Basic

[wm_basic]

Common data access shared by all field service roles.
  • wm_read
Work Management Dispatcher

[wm_dispatcher]

Schedules tasks, adds parts, and assigns tasks to work agents. Dispatchers also can:
  • Create tasks.
  • Add part requirements.
  • Source parts.
  • Edit all work order task fields and manage tasks from Draft to Assigned status.
  • Edit the Assigned to field until work starts.
  • Create tasks using the Clone Task feature.
  • Set actual travel time and work start and end times if needed.
  • Add work notes to any field service record.
  • Create, edit, and delete incidentals.
  • View expense lines.
  • View certain fields in non-subscription-based contracts.
  • document_management_user
  • inventory_user
  • skill_model_user
  • territory_user
  • wm_basic
wm_initiator Creates work orders and assigns qualification group. Initiators also can:
  • Edit work orders they create that are in the Draft state.
  • Add work notes to any field service record.
  • View work order tasks and part requirements.
  • wm_basic
Work Management Initiator Qualifier

[wm_initiator_qualifier]

Initiator-qualifiers can:
  • Create work orders.
  • Create tasks.
  • Add part requirements.
  • Source parts.
  • Assign skills to agents.
  • View incidentals.
  • wm_initiator
  • wm_qualifier
Work Management Initiator Qualifier Dispatcher

[wm_initiator_qualifier_dispatcher]

Initiator-qualifier-dispatchers can:
  • Create work orders.
  • Create tasks.
  • Add parts requirements.
  • Source parts.
  • Assign skills to agents.
  • Assign work to agents.
  • Manage agent tasks.
  • View incidentals.
  • wm_initiator
  • wm_qualifier
  • wm_dispatcher
Work Management Qualifier

[wm_qualifier]

Qualifies work orders and creates work order tasks. Qualifiers also can:
  • Edit work orders in the Qualified state.
  • Edit work orders in the Awaiting Qualification state.
  • Edit tasks that are in the Draft state to provide technical details, such as information about CIs involved or parts needed.
  • Create tasks using the Clone Task feature.
  • Change the qualification group.
  • Set the dispatch group.
  • Add part requirements.
  • Source parts
  • Add work notes to any field service record.
  • View incidentals.
  • document_management_user
  • inventory_user
  • skill_model_user
  • territory_user
  • wm_basic
Work Management Read

[wm_read]

Capable of reading work orders and work order tasks. None