Field Service Management release notes

ServiceNow® Field Service Management application enhancements and updates in the Helsinki release.

Activation information

The Field Service Management (com.snc.work_management) plugin is available as a separate subscription. This plugin activates related plugins if they are not already active.

Browser requirements

The central dispatch feature is supported on the following browsers:
  • The latest public release of Firefox
  • The latest public release of Chrome
  • Safari version 6 and later
  • Internet Explorer version 10 and later

New in the Helsinki release

Central dispatch
Dispatchers can assign and dispatch tasks to available field service agents using drag-and-drop capabilities. Intelligent agent recommendations are provided based on availability, location, and skills. The central dispatch board also provides search and filter capabilities, which helps dispatchers focus on specific tasks and agents.
Simplified parts sourcing
Use parts directly from personal stockrooms when working on a work order task without creating a part requirement and sourcing. Links are provided in the mobile user interface for creating a part requirement, using an asset, and removing an asset.