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Field Service Management overview

Field Service Management overview

Use the Field Service Management application to manage work requests that are performed on location by field service agents.

Use Field Service Management to record details such as necessary skills and required parts in work orders and work order tasks and then match tasks to agents based on skill, location, and inventory. Field service agents perform the assigned tasks and track their travel and work time, part requirements, and asset usage.

Integration with Service Management

Field Service Management is integrated with the Service Management (SM) application. This integration helps you manage settings for all of the Service Management-based applications such as Facilities Service Management and Finance Service Management.

Field Service Management user roles

Several different roles are used to manage the field service process. The following list provides a brief description of the key roles and what they do.

User role Description
Administrator

[wm_admin]

Manages data and performs setup and configuration tasks. Users with this role can also create, approve, qualify, and dispatch work orders and tasks.
Initiator

[wm_initiator]

Creates work orders and assigns qualification groups.
Approver user

[wm_approver_user]

Approves work orders before they are qualified or assigned to field service agents.
Qualifier

[wm_qualifier]

Qualifies work orders by assigning dispatch groups, creating work order tasks, and adding part requirements.
Dispatcher

[wm_dispatcher]

Schedules tasks, adds necessary parts, and assigns tasks to field service agents. Users with this role can also create tasks and add and source parts as needed.
Agent

[wm_agent]

Performs work at customer locations and records details in the work order form, including parts used and incidental expenses.
Two combination roles can also be used:
  • wm_initiator_qualifier
  • wm_initiator_qualifier_dispatcher
For a more detailed description, see User roles installed with Field Service Management.

Work orders and work order tasks

Work orders are records that store information about requested work, including customer names and addresses, locations where work is to be performed, and any associated configuration items (CIs). Work orders can include one or more tasks that contain specific details about the work to be performed, such as required agent skills and part requirements.

Work order and work order task states

Work orders and work order tasks move through several states from creation to completion. Different user roles are required to move work orders from one state to the next, with each role providing an important part of the process. These roles work together to define work orders, add the necessary technical information, break the work down into specific tasks, and assign tasks to dispatch groups and field service agents. After accepting assigned tasks, agents order and pick up parts, perform the work, and record the details.

The state of a work order is displayed on the work order and task forms in the process flow formatter and also in the State field.

Table 1. Work order states
Work order state Description
Draft The initiator (wm_initiator) creates a work order and adds information to the work order form about the work to be done.
Awaiting Qualification The work order is ready to be reviewed by the qualifier (wm_qualifier).
Qualified The qualifier (wm_qualifier) has added any necessary technical information to the work order, created tasks, added part requirements, and assigned a dispatch group.
Assigned The dispatcher (wm_dispatcher) assigns one or more of the work order tasks to a field service agent.
Work in Progress The agent (wm_agent) accepts the assigned work order task and begins work.
Closed Complete The agent completes the work in the assigned task. Once all of the tasks for a work order are complete, the state of the work order is set to complete.
Closed Incomplete The agent does not complete the work in the assigned task. If one or more tasks for a work order are closed incomplete, the state of the work order is closed incomplete.
Cancelled The work is no longer necessary or the work order is a duplicate. A reason for cancelling the work order must be added to the Work notes field.
Table 2. Work order task states
Work order task state Description
Draft The qualifier (wm_qualifier) creates a task for a work order.
Pending Dispatch The qualifier (wm_qualifier) assigns a dispatch group to the work order task.
Assigned The dispatcher (wm_dispatcher) assigns the work order tasks to a field service agent.
Accepted The field service agent (wm_agent) accepts the assigned task. The agent can also reject a task. If rejected, the task state returns to Pending Dispatch.
Work in Progress The field service agent (wm_agent) clicks Start Travel on the Work Order Task form, followed by Start Work, and begins the work described in the task.
Closed Complete The field service agent (wm_agent) completes the work for the assigned task, adds a description in the Work notes field, and clicks Close Complete on the Work Order Task form. The agent can also click Close Incomplete and add a reason for the incomplete closure.
Closed Incomplete The field service agent (wm_agent) cannot complete the work for the assigned task, adds a reason for the incomplete closure in the Work notes field, and clicks Close Incomplete.
Cancelled The work order task is no longer necessary or is a duplicate of another task. The field service agent (wm_agent) adds a reason for the cancellation in the Work notes field and clicks Cancel.

Work locations

Field Service Management relies on defined locations for qualifying work orders and tasks and assigning dispatchers and agents. As part of setting up the application, you can define your locations and then create qualification, dispatch, and assignment groups based on those locations.

Section 508 compliance features

Users can view and interact with the following Field Service Management features using Section 508 compliance features:
  • Central Dispatch
  • Manager Calendar
  • Agent Calendar
See Enabling accessibility features for more information.