Configure Field Service Management

Field Service Management defaults to the request-driven method for handling work order tasks. Administrators in the global domain can set configurations to determine how Field Service Management handles daily operations.

About this task

Administrators in the global domain can set Field Service Management configurations to:
  • Include or exclude portions of the request process. For example, you can require a work order to be approved before continuing to the next stage.
  • Automatically assign tasks using SM Auto-Assignment, a custom-defined workflow, or leave it up to dispatchers to manually assign tasks.
  • Track agent travel time.

Procedure

  1. Navigate to Field Service > Administration > Configuration.
    Note: Administrators in domains lower than the global domain can view the Field Service Configuration screen but cannot modify the settings.
    The options on the Field Service Configuration screen are arranged in a multiple-tabbed layout, as follows:
    • The Business Process tab contains options for setting up the request life cycle, creating catalogs and requests, and configuring notifications.
    • The Assignment tab contains options for setting up manual and auto-assignment.
    • The Add-ons tab contains options for enabling the knowledge base, managed documents, and task activities.
  2. Fill in the fields on the Business Process tab.
    Note: The Field Service Configuration screen contains many configuration options. An option is enabled when the switch appears green and is toggled to the right. All configuration options listed in the Dependency must be enabled in order for the option to be displayed.
    Table 1. Field Service Configuration screen - Business Process tab
    Field Description Dependency
    Lifecycle
    Process life cycle Select request driven (subtasks are optional) if you do not want to require tasks to fulfill requests. When the request life cycle is request driven, requests can be directly assigned to users in an assignment group. Users can still add tasks to requests. However, closing all tasks does not automatically close the request.
    Note: If the Enable state flows option is not selected, the process life cycle becomes request-driven and this field is not displayed.
    • Enable state flows is turned on.
    Approval for new request required When disabled, all requests in the Awaiting Approval state are automatically approved.
    • Enable state flows is turned on.
    Qualification is required for new requests Enable to require work orders to be qualified before moving to the next state.

    If this option is not enabled, any work orders in the Awaiting Qualification state are automatically qualified.

    • Enable state flows is turned on.
    • Process life cycle: task driven (subtasks are optional)
    Agent must accept or reject the assigned task Enable to require the assigned agent to accept or reject the task.
    • Enable state flows is turned on.
    Track agent travel time Enable to use time cards for agent travel for a task.
    Work notes are required to close or cancel a request or task Enable if work notes are required when closing, completing, or canceling requests and tasks. If it is disabled, work notes are not needed when closing, completing, or canceling.
    Copy task work notes to request Enable to synchronize task work notes with the work notes on the order or request. When work notes are added in the task, the same work notes appear in the order or request.
    • Enable state flows is turned on.
    Catalog and Request Creation
    Create or update requests by inbound email. Enable this option to allow inbound email messages to create or update requests. This option must be enabled to allow requests to be marked as spam.
    Requests are created using Select catalog or regular form to install the catalog and enable automatic publishing of request templates to the catalog.

    Select regular form only to uninstall the catalog and disable automatic publishing of request templates to the catalog.

    Templates create a dedicated catalog item Enable this option to allow automatic publishing of catalog items for the application.
    Notification
    Send a notification when a field changes for a task or request. Configure notifications to be sent to specific recipients when selected fields in requests and/or tasks change.
    1. From Table, select Request or Task.
    2. From Field, select the field to use for generating notifications. When a change is made to the selected field, a notification is sent to the recipients identified.
    3. From Recipients, select one or more recipients
    4. If a specific user or a specific group, is selected, the user is prompted to select a user or group.
    5. To define more notifications using other fields or recipients, repeat the steps on the next line.
    6. To remove a notification, click the delete notification symbol symbol to the right of the notification.
  3. Click the Assignment tab and fill in the fields.
    Table 2. Field Service Configuration screen - Assignment tab
    Field Description Dependency
    Assignment method for tasks Select one of the following task assignment options:
    • Select using auto-assignment to automatically assign work order tasks to field service agents.
    • Select using a workflow to assign work order tasks using a custom-designed workflow.
    • Select manually to allow dispatchers to manually assign work order tasks.
    Assign requests or tasks based on assignment group coverage areas Enable to limit the selection of groups from the Dispatch group and Assignment group fields to groups that cover the location of the task.
    Use dispatch queue Enable this option to use the dispatch group for manual assignment.
    • Enable state flows is turned on.
    • Process life cycle: Life cycle is task driven
    Scheduling
    Use agent or task scheduling Enable this option to allow agent auto-assignment and agent auto-selection.
    • Assignment method for tasks is set to using a workflow.
    Auto-selection of agents will consider time zone for tasks Enable this option to consider the time zone of the agent when assigning a task.
    • Enable state flows is turned on.
    Enable priority assignment Enable this option to use priority assignment for auto-assigning agents.
    • Enable state flows is turned on.
    • Process life cycle: Life cycle is task driven
    • Auto-selection of agents will consider agent or task schedules
    Note: The Process life cycle option is not available in all service management applications.
    Additional Factors
    Auto-selection of agents will consider location of agents Enable this option to use the agent and location when determining who to assign the task to. Agents closer to the task location receive preference.
    • Enable state flows is turned on.
    • If using Process life cycle: Life cycle is task driven, then
      • Assignment method for tasks: using auto-assignment
    • If using Process life cycle: Life cycle is request driven, then
      • Assignment method for requests: using auto-assignment
    Auto-selection of agents for tasks requires them to have skills This option determines the degree to which skills must be matched to a task when determining auto-assignment.
    • Select all to require that an assigned agent has all the skills to perform the task. An agent who lacks one skill is eliminated.
    • Select some if you want agents who have most of the skills to perform the task.
    • Select none if you want to auto-assign agents without considering skills.
    • Enable state flows is turned on.
    • If using Process life cycle: Life cycle is task driven, then
      • Assignment method for tasks: using auto-assignment
    • If using Process life cycle: Life cycle is request driven, then
      • Assignment method for requests: using auto-assignment
  4. Click the Add-ons tab and fill in the fields.
    Table 3. Field Service Configuration screen - Add-ons tab
    Field Description Dependency
    Part Requirements
    Part requirements are needed by agents Enable this option to require agents to specify parts for the task.
    Select models Click add and select the part model to be used for this task. Click more to select more part models. Part requirements are needed by agents
    Documentation
    Enable a dedicated knowledge base Enable this option to install the knowledge base for the application.
    Enable managed documents Enable this option to add a related list to managed documents.
    Enable task activities Enable this option to log the task interactions and communications, such as phone calls and email messages.
    Associated Task Tables
    Select associated tables Click Add to select more tables.
    Maps
    Enable maps Enable this option to use maps.
  5. Click Save.
    Warning: If you clicked the Enable state flows option to disable it, a confirmation box appears, along with a link to documentation that explains the consequences of disabling state flows. It is highly recommended that you read the documentation before proceeding. The action of disabling service management state flows cannot be reversed.