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Field Service Management release notes

Field Service Management release notes

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

New in the Kingston release

Appointment booking
Use the appointment booking feature and its integration with dynamic scheduling to determine appointment availability in real-time and automatically assign appointments to available resources. Field service agents can also schedule appointments for users.
Flow Designer actions
Use Flow Designer actions as building blocks to create Field Service Management business processes.

Changed in this release

  • Central dispatch : You can now use Dynamic Scheduling while manually assigning tasks in Central Dispatch. This capability allows a dispatcher to adhere to existing business rules. Additionally, a dispatcher can configure Central Dispatch to visualize the Task SLA status while assigning and reviewing tasks.
  • Time recording : When recording time worked, field service agents can use multiple rate types on time cards.
  • Manager calendar : Managers can determine calendar visibility for team members and other users.
  • Planned Maintenance enhancements : You can create work orders in situations where work orders from the previous maintenance period have not been completed. You can activate or inactivate a maintenance schedule on the Maintenance Schedule form. You can properties to specify whether to reset the start time/meter for a work order based on the completion of the preceding work order or to keep the originally-calculated schedule.
  • Mobile interface offline support : Enables field service agents to access task lists, tasks, and related lists when no Internet connection is available. Information can be viewed only in the offline mode.