Activate Field Service Management

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. After Field Service Management is activated, you can also activate additional plugins that provide demo data and enable a variety of features.

Before you begin

Role required: admin

About this task

The Field Service Management plugin activates these related plugins if they are not already active.
Table 1. Plugins for Field Service Management
Plugin Description
Agent Schedule

[com.snc.agent_schedule]

Enables customer service agents and field service technicians to see work schedules and assignments and also add personal events such as meetings or appointments.
Appointment Booking

[com.snc.appointment_booking]

Enables setup and configuration for the appointment booking feature
Assignment Workbench

[com.snc.assignment_workbench]

Workbench to assign work to individual agents easily so that work gets done efficiently and effectively.
Central Dispatch

[com.snc.central_dispatch]

Installs the core Service Management items used to allow other service-related plugins to work, such as Field Service Management and Facilities Service Management.
Dynamic Scheduling

[com.snc.dynamic_scheduling]

Enables dynamic scheduling for Service Management applications, which supports bulk task recommendations and interval-based auto assignment.
Field Service – Questionnaire

[com.snc.wm_questionnaire]

Enables the system administrator to create questionnaires for work orders and work order tasks.
Field Service – Signature Pad

[com.snc.wo_signature_pad]

Captures a customer signature for closed work orders. Creates a PDF of the work order that includes a summary of the completed work and the name and signature of the customer.
Field Service Management Mobile

[com.snc.work_management_m]

Adds the Field Service Management menu to the mobile user interface.
Service Management Core

[com.snc.service_management.core]

Adds the core Service Management items that enable other service-related plugins to work, such as Field Service Management, Facilities Service Management, and the custom-app creator.
Special Handling Notes

[com.sn_shn]

Enables users to quickly view important information about records.
You can add Field Service Management to the Service Management Content Management System (CMS) portal by activating the following plugins:
  • CMS User Interface - Service Management Core [com.snc.service_management.core.cms]
  • Field Service Management CMS Portal [com.snc.work_management.cms]

Procedure

  1. Navigate to System Definition > Plugins.
  2. Find and click the plugin name.
  3. On the System Plugin form, review the plugin details and then click the Activate/Upgrade related link.

    If the plugin depends on other plugins, these plugins are listed along with their activation status.

    If the plugin has optional features that depend on other plugins, those plugins are listed under Some files will not be loaded because these plugins are inactive. The optional features are not installed until the listed plugins are installed (before or after the installation of the current plugin).

  4. (Optional) If available, select the Load demo data check box.

    Some plugins include demo data—Sample records that are designed to illustrate plugin features for common use cases. Loading demo data is a good practice when you first activate the plugin on a development or test instance.

    You can also load demo data after the plugin is activated by clicking the Load Demo Data Only related link on the System Plugin form.

  5. Click Activate.

Additional plugins for Field Service Management

After Field Service Management is activated, you can activate additional plugins that provide demo data and enable a variety of features.

You must have the admin role to activate these additional plugins. For details, see Activate a plugin.

Plugin Description
Field Service Management Geolocation Demo Data

[com.snc.work_management_geolocation.demo]

Enables the Field Service Management application to use Google Maps travel times when auto-dispatching work order tasks. Activating the Field Service Automation Geolocation plugin automatically activates the Field Service Management plugin.
Field Service Management Demo Data

[com.snc.work_management.demo]

Adds demonstration data for the Field Service Management application covering the medical and telecommunication domains.
Note: Installing this plugin adds new Configuration Item tables and relationships to the database.
Field Service Management Mobile

[com.snc.work_management_m]

Adds the Field Service Management menu to the mobile user interface. Activating this plugin automatically activates or upgrades the Field Service Management and Mobile UI plugins.
Customer Service with Field Service Management

(com.snc.csm_fsm_integration)

This plugin provides an integration between the Customer Service Management and Field Service Management applications. Customers and consumers can view case-related work orders from the Customer Service and Consumer Service Portals. In the Field Service Management application, users can view account and contact information on work orders and work order tasks.
Performance Analytics - Content Pack - Field Service Management

[com.snc.work_management_pa]

Enables Performance Analytics for Field Service Management. Activation of this plugin on production instances may require a separate license. Contact ServiceNow for details.
Note: If you have Performance Analytics installed, the Field Service Management Performance Analytics plugin (com.snc.work_management_pa) is automatically activated as part of the Field Service Management plugin.
Field Service with Project Management

[com.snc.wm_ppm]

Field Services Integration with Project Management. This plugin activates the Project Management application and may require additional licenses.
Field Service with Project Management Demo Data

[com.snc.wm_ppm_demo]

Demo plugin for the Field Services Integration with Project Management.
Field Service - Questionnaire

[com.snc.wm_questionnaire]

Enables the work order questionnaire feature, which enables users with the system administrator role to create questionnaire records and associate those records with work orders or work order tasks.