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Field Service Management release notes

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Field Service Management release notes

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

New in the Jakarta release

Dynamic scheduling
Enable advanced task assignment to run automatically or manually. Use task filters to select a set of tasks for assignment. Create ordering rules to order the selected tasks based on criteria such as priority levels and SLA dates. Determine if previously assigned tasks can be unassigned to accommodate higher priority tasks. Select agents based on selection criteria, skills, and travel time.
Questionnaires for work orders and work order tasks
Create questionnaires for work orders and tasks using Survey Designer and configure trigger conditions that activate questionnaires, such as state changes or assigned technicians. If desired, configure questionnaire completion as mandatory based on state change.
Enhanced capabilities for Field Service managers
Using the Manage Skills module, Field Service managers and Customer Service managers can:
  • View agents and assignment groups
  • View agent schedules and availability in the team calendar
  • View agent locations in the Manager Map
  • View open work orders assigned to agents and groups
  • View recent work order tasks assigned to agents and groups
  • View and edit agent skills
  • View and approve agent time sheets
Time recording

Agents can capture time worked on various tasks and activities and create time cards and time sheets. Managers can define cost rates for different types of activities, convert to expense lines, and calculate and analyze labor costs.

Changed in this 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.