Components installed with Field Service Management

Several types of components are installed with Field Service Management.

Demo data for the Field Service Management application is a separate plugin. The Field Service Management Demo Data plugin (com.snc.work_management.demo) provides sample qualifiers, dispatchers, agents, work orders, work order tasks, stockrooms, and asset information.

Tables installed with Field Service Management

Tables

Field Service Management adds the following tables.
Table 1. Tables for Field Service Management
Table Description
Work Order

[wm_order]

Stores work order records.
Work Order Flow

[sf_work_order]

Stores the work order state flow records.
Work Order Model

[cmdb_workorder_product_model]

Stores the Product Catalog work order model records. This table was modified by the Field Service Management plugin. This table is renamed and part of Service Order Management.
Work Order Task

[wm_task]

Unit of work performed by one person, in one session (one location and one time).
Work Task Flow

[sf_work_task]

Stores the work task state flow records.
Work Task Model

[cmdb_servicetask_product_model]

Stores the Product Catalog work task model records. This table was modified by the Field Service Management plugin. This table is renamed and part of Service Order Management.
WM Map Filters Config

[wm_map_filters_config]

Stores filter configurations for the agent map on the mobile UI.
Questionnaire

[wm_questionnaire]

Stores questionnaires created for work orders and work order tasks.

Properties installed with Field Service Management

Properties

Field Service Management adds the following properties.
Table 2. Properties for Field Service Management
Property Description
glide.ui.wm_order_activity.fields Determines which fields are tracked in the activities list for work orders. The system automatically synchronizes the values in this property and the selections made by personalizing activities.
  • Type: String
  • Default value: opened_by,work_notes
  • Location: System Properties [sys_properties] table
glide.ui.wm_task_activity.fields Determines which fields are tracked in the activities list for work order tasks. The system automatically synchronizes the values in this property and the selections made by personalizing activities.
  • Type: String
  • Default value: work_notes,assigned_to
  • Location: System Properties [sys_properties] table
work.management.default.end.time Default end time for all work agents when no schedule is set, formatted in a 24 hour clock.
  • Type: String
  • Default value: 17:00
  • Location: Field Service > Administration > Properties
work.management.default.start.time Default start time for all work agents when no schedule is set. This value sets the start time for a day other than the current day, when no scheduled task exists or is continued from the previous day. This property uses a 24 hour clock.
  • Type: String
  • Default value: 08:00
  • Location: Field Service > Administration > Properties
work.management.limit.location Field Service Management should limit the dispatch groups available to choose by the location of the task. By default, the list of available dispatch groups is filtered by their proximity to the work order task location. When this property is set to false, the system displays all dispatch groups for selection, without any consideration of location. If only one dispatch group is available for a work order task in any location, that group is automatically entered in the Dispatch group field.
  • Type: true/false
  • Default value: true
  • Location: Field Service > Administration > Properties > Dispatch Properties for Field Service
work.management.max.agents.processed Sets the maximum number of agents that will be processed by auto-dispatch at a time. The system has an absolute limit of 300 agents and sets the value at that level if you specify more than 300. The system cannot auto-dispatch a task for a dispatch group that contains more agents than the value configured.
  • Type: Integer
  • Default value: 100
  • Location: Field Service > Administration > Properties
work.management.work.spacing Amount of time (in minutes) to add between the end of a task and the travel start of the next. An example of a valid time value is 10.
  • Type: Integer
  • Default value: 0
  • Location: Field Service > Administration > Properties
com.snc.wm.wo.task_window_days Default days for a window of a task.
  • Type: Integer
  • Default value: 14
  • Location: Field Service > Administration > Properties

Geolocation properties

Field Service Management adds the following geolocation properties.
Table 3. Geolocation properties for Field Service Management
Property Description
glide.geolocation.map.merge.task.agent.markers Merge the task and agent markers on the geolocation maps with a new purple marker. When this property is true, agent and task markers that are close together are merged into a purple cluster that displays the count of both marker types. The pop-up information window for the purple marker displays the items for all agents and tasks. If this property is false, agents and tasks will only be gathered into their own clusters and not into the single, purple cluster.
  • Type: true/false
  • Default value: false
  • Location: Field Service > Administration > Properties
work.management.allow.toll.roads Allow toll roads to be used. Allows the system to use toll roads when auto-routing an agent's tasks.
  • Type: True/false
  • Default value: True
  • Location: Field Service > Administration > Properties
work.management.autodispatch.geolocation Geolocation should be used to update estimated travel time via Google Maps API.
  • Type: true/false
  • Default value: true
  • Location: Field Service > Administration > Properties > Dispatch Properties for Field Service Management
work.management.evening.rush.hours Evening rush hour span, formatted as 14:30-16:00. This property uses a 24 hour clock. All times are expressed as a range, separated by a dash with no spaces. Times not using this format are ignored. This property must be used with the work.management.morning.rush.hours and work.management.rush.travel.buffer properties.
  • Type: String
  • Default: 0
  • Location: Field Service > Administration > Properties
work.management.morning.rush.hours Morning rush hour span, formatted as 06:30-08:00. This property uses a 24 hour clock. All times are expressed as a range, separated by a dash with no spaces. Times not using this format are ignored. This property must be used with the work.management.evening.rush.hours and work.management.rush.travel.buffer properties.
  • Type: String
  • Default: 0
  • Location: Field Service > Administration > Properties
work.management.rush.travel.buffer Percentage to add to all rush hour travel times. The system uses this percentage to calculate schedules when auto-routing an agent. Use this property when both morning and evening rush hour times are defined. An example of a valid time buffer percentage is 15.
  • Type: Integer
  • Default value: 0
  • Location: Field Service > Administration > Properties
work.management.travel.buffer Percentage to add to all travel times. An example of a valid percentage value is 15.
  • Type: Integer
  • Default value: 0
  • Location: Field Service > Administration > Properties

User roles installed with Field Service Management

Roles

Field Service Management adds the following roles.
Table 4. Roles for Field Service Management
Role title [name] Description Contains Roles
Field Service Management Administrator

[wm_admin]

Manages data related to field service management. Field service management administrators also can:
  • Control and override all information in the Field Service Management application.
  • Delete work orders and tasks.
  • Create tasks using the Clone Task feature.
  • Create, edit, and delete work order models and work task models.
  • Create, edit, and delete incidentals.
  • View expense lines.
  • View certain fields in non-subscription-based contracts.
  • catalog_admin
  • knowledge_manager
  • skill_admin
  • skill_model_admin
  • template_admin
  • territory_admin
  • wm_agent
  • wm_approver_user
  • wm_dispatcher
  • wm_qualifier
Field Service Management Agent

[wm_agent]

Manages actual task time and performs work on site. Agents also can:
  • Accept or reject tasks assigned to them.
  • Add parts requirements.
  • Source parts.
  • Create tasks using the Clone Task feature.
  • Add work notes to work orders and work order tasks.
  • Create, edit, and delete incidentals.
  • View expense lines.
  • View certain fields in non-subscription-based contracts.

Agents cannot update schedule or task window times or toggle the window control.

  • document_management_user
  • inventory_user
  • skill_user
  • territory_user
  • wm_basic
Field Service Management Approver User

[wm_approver_user]

Responsible for approving work orders before they are qualified or assigned.
  • approver_user
Field Service Management Basic

[wm_basic]

Common data access shared by all field service roles.
  • wm_read
Field Service Management Dispatcher

[wm_dispatcher]

Schedules tasks, adds parts, and assigns tasks to work agents. Dispatchers also can:
  • Create tasks.
  • Add part requirements.
  • Source parts.
  • Edit all work order task fields and manage tasks from Draft to Assigned status.
  • Edit the Assigned to field until work starts.
  • Create tasks using the Clone Task feature.
  • Set actual travel time and work start and end times if needed.
  • Add work notes to any field service record.
  • Create, edit, and delete incidentals.
  • View expense lines.
  • View certain fields in non-subscription-based contracts.
  • document_management_user
  • inventory_user
  • skill_model_user
  • territory_user
  • wm_basic
Field Service Management Initiator

[wm_initiator]

Creates work orders and assigns qualification group. Initiators also can:
  • Edit work orders they create that are in the Draft state.
  • Add work notes to any field service record.
  • View work order tasks and part requirements.
  • wm_basic
Field Service Management Initiator Qualifier

[wm_initiator_qualifier]

Initiator-qualifiers can:
  • Create work orders.
  • Create tasks.
  • Add part requirements.
  • Source parts.
  • Assign skills to agents.
  • View incidentals.
  • wm_initiator
  • wm_qualifier
Field Service Management Initiator Qualifier Dispatcher

[wm_initiator_qualifier_dispatcher]

Initiator-qualifier-dispatchers can:
  • Create work orders.
  • Create tasks.
  • Add parts requirements.
  • Source parts.
  • Assign skills to agents.
  • Assign work to agents.
  • Manage agent tasks.
  • View incidentals.
  • wm_initiator
  • wm_qualifier
  • wm_dispatcher
Field Service Management Qualifier

[wm_qualifier]

Qualifies work orders and creates work order tasks. Qualifiers also can:
  • Edit work orders in the Qualified state.
  • Edit work orders in the Awaiting Qualification state.
  • Edit tasks that are in the Draft state to provide technical details, such as information about CIs involved or parts needed.
  • Create tasks using the Clone Task feature.
  • Change the qualification group.
  • Set the dispatch group.
  • Add part requirements.
  • Source parts
  • Add work notes to any field service record.
  • View incidentals.
  • document_management_user
  • inventory_user
  • skill_model_user
  • territory_user
  • wm_basic
Field Service Management Read

[wm_read]

Capable of reading work orders and work order tasks. None

Script includes installed with Field Service Management

Script includes

Field Service Management adds the following script includes.
Table 5. Script includes for Field Service Management
Script include Description
WMTimelineGroupSchedulePage Schedules page script include for the field service resource chart.
WorkManagementInitiation Links to a newly created work order and transfers any relevant information.
FSMQuestionnaireHelper

Geolocation script includes

Field Service Management adds the following geolocation script includes.
Table 6. Script includes for Field Service Management geolocation
Script include Description
WMGeolocationAJAX Automatically routes tasks from the Field Service Management mobile dispatch map.
WMGeolocationUtils Provides utilities for Field Service Management geolocation maps.
WorkTaskRouting Routing functionality for work order tasks.

Client scripts installed with Field Service Management

Client scripts

Field Service Management adds the following client scripts.

Table 7. Client scripts for Field Service Management
Client script Table Description
Populate Short Description Expense Line

[fm_expense_line]

Automatically populates the short description of expense lines with the work order short description when expense lines are manually created from work orders. Cost Management must be activated.
Hide End Date Fields Work Order

[wm_order]

Hide estimated_end when the request-driven process is used and hide expected_end when task-driven is used.
Update UI on load and model change Asset Usage

[sm_asset_usage]

Show/Hide Task Map section Work Order Task

[wm_task]

This section of the map displays the location of the task and also shows the agents in the vicinity. This section needs to be visible only when the task is in the Pending Dispatch state.
Part requirement activation Work Order

[wm_order]

Hides part requirements on the Work Order form if part requirements are not activated in Field Service Configuration.
Update Model and Quantity based on Asset Asset Usage

[sm_asset_usage]

Business rules installed with Field Service Management

Business rules

Field Service Management adds the following business rules.
Table 8. Business rules for Field Service Management
Business rule Table Description
Accept Work Order Task

[wm_task]

Automatically moves a task from the Assigned state to Accepted if the Accept/Reject option is selected in Field Service Configuration.
Assigned Work Order Task

[wm_task]

Sets a task in the Draft state to the Assigned state if the Assigned to field is populated. This business rule is associated with the "Assigned (Draft to Assigned)" State flow.
Assigned(state flow business rule) Work Order

[wm_order]

Automatically moves an order to the Assigned state if the Assignment group or Assigned to are populated. ServiceNow recommends not editing this business rule.
Cancel Work Task Work Order Task

[wm_task]

Cancels any transfer orders for a work order task, via State Flows, when the task is cancelled.
Create First Work Order Task Work Order

[wm_order]

Creates the first task for a newly qualified work order.
Field Service Automation Group Types Group

[sys_user_group]

Ensures data integrity for dispatch group coverage information.
Field Service Automation Qualification System Property

[sys_properties]

Turns off the qualification stage whenever the work.management.qualification system property is set to No. This business rule turns on the qualification stage when the property is set to Yes.
Populate Skills - Update Child Tasks Work Order

[wm_order]

When the CI is changed, updates the skills required in tasks for the order to contain those skills.
Populate Work Order from Template Work Order

[wm_order]

Populates a new work order from the work order model selected as a template.
Ready for Qualification (approval off qu) Work Order

[wm_order]

Automatically moves a work order from the Draft state to Ready for Qualification when the Template field is populated.
Reassign Work Order Task

[wm_task]

Prevents task reassignment if the task has part requirements that are in a state of In transit.
RFD (approval qual both off) Work Order

[wm_order]

Automatically moves a work order from the Draft state to Ready when the Assigned to or Template field is populated.
Roll Up Changes Work Order Task

[wm_task]

Updates the work order status based on changes to the work order task.
Start Work Work Order

[wm_order]

Automatically moves a work order from the Ready state to Work In Progress.
Start Work(state flow business rule) Work Order Task

[wm_task]

Automatically moves a task to the Work in process state if the Actual Start Work field is populated.
State Change - After - Deprecated Work Order Task

[wm_task]

Ensures that the field service life cycle is followed. ServiceNow recommends not editing this business rule. This business rule is deprecated and is marked inactive for instances that are upgraded. This business rule is not installed for new instances.
State Change - Before Work Order Task

[wm_task]

Ensures that the field service life cycle is followed. ServiceNow recommends not editing this business rule. This business rule is deprecated and is marked inactive for instances that are upgraded. This business rule is not installed for new instances.
Transition - Cancel Work Order

[wm_order]

Ensures that the field service life cycle is followed. ServiceNow recommends not editing this business rule.
Transition - PendingDispatchToAssign Work Order Task

[wm_task]

Ensures that the field service life cycle is followed.
Transition - StateChange - Deprecated Work Order

[wm_order]

Ensures that the field service life cycle is followed. ServiceNow recommends not editing this business rule. This business rule is deprecated and is marked inactive for instances that are upgraded. This business rule is not installed for new instances.
Update questionnaires state to complete business rule Work Order Task

[wm_task]

check active questionnaires Work Order

[wm_order]

Check active questionnaires Work Order Task

[wm_task]