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User roles installed with field service management

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