Automatic qualification

Users with the admin or wm_admin role can configure the ServiceNow application to skip the Awaiting Qualification state for work orders and automatically advance them to Qualified.

Before you begin

Role required: wm_admin or admin

Procedure

  1. Navigate to Field Service > Administration > Configuration.
  2. Disable the Qualification is required for new requests configuration option.
  3. Click Save.

    This configuration option eliminates the qualification stage.

    When a work order is qualified automatically, the system automatically creates a work order task in the Draft state.

    No qualification group is required for work orders configured in this manner, so the Qualification group field is hidden in the Work Order form. In the application navigator, the Awaiting Qualification module is replaced by the My Work Order Tasks module. This module is accessible to users with the wm_initiator_qualifier role and shows only those tasks created by the current user.