Home Orlando Field Service Management Field Service Management Setting up Field Service Management Components installed with Field Service Management

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 are added with 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

The Field Service Management application provides the following system properties.

Table 1. 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.agent.geo.history.update.duration	Set the duration (in minutes) of the latest system update that you want to consider for calculating the agent's geolocation history relative to current time. If the duration of the last geolocation history update is more than the duration set for this property, then the system uses the agent's task or home location instead of the geolocation history to determine the agent's current location. For example, if the value for this property is set to 240 minutes, and if the system update for an agent's last geolocation history is more than 240 minutes, the system does not consider the geolocation history and will instead use the agent's task or home location to determine the agent's current location. Type: Integer Default value: 240 Location: System Properties list
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 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, then 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
work.management.use.mandatory.skills	Enables the mandatory skills feature and indicates that the Task Skills [task_m2m_skill] table is being used for work orders and work order tasks. Type: true/false Default value: false Location: System Properties list
skills_management.migration	Lists the task tables to migrate to the Task Skills [task_m2m_skill] table when an admin runs the Migrate Skills to Task Skill M2M script. Type: choice list Default value: wm_task,customerservice_case,wm_order Location: System Property [sys_properties] table
com.snc.skills_management.task_skill_migrated_tables	Contains a list of tables for which the Skills field has already been migrated to the Task Skills [task_m2m_skill] table. If the table name is listed in this property, the data has been migrated and will not be migrated again. Type: choice list Default value: none Location: System Property [sys_properties] table

Properties for calculating estimated travel time and distance


Property	Description
work.management.autodispatch.geolocation	Geolocation must be used to calculate the estimated travel time for dynamic scheduling and auto assignment of tasks. Type: true/false Default value: true Location: Field Service > Administration > Properties > Dispatch Properties for Field Service Management Note: To use the Google Maps API with dynamic scheduling, you must also enable the Use Google for travel time and traffic data check box on the Dynamic Scheduling Configuration form.
work.management.travel.calculation.dynamic_scheduling	Uses Google Maps API or straight line estimates to calculate estimated agent travel time and distance to task locations when agents are assigned tasks using dynamic scheduling. Type: choice list Default value: Use straight line estimate Location: Field Service > Administration > Properties
work.management.travel.calculation.auto_assignment	Uses Google Maps API or straight line estimates to calculate estimated agent travel time and distance to task locations when agents are assigned tasks using auto assignment. Type: choice list Default value: Use Google Maps API Location: Field Service > Administration > Properties
work.management.travel.calculation.manual_assignment	Uses Google Maps API or straight line estimates to calculate estimated agent travel time and distance to task locations when tasks are manually assigned to agents. Type: choice list Default value: Use straight line estimate Location: Field Service > Administration > Properties
work.management.travel.calculation.route_optimization	Uses Google Maps API or straight line estimates to calculate estimated agent travel time and distance to task locations when agent route is optimized. Type: choice list Default value: Use Google Maps API Location: Field Service > Administration > Properties

Geolocation properties

Field Service Management adds the following geolocation properties.

Table 2. Geolocation properties for Field Service Management
Property	Description
work.management.map.merge.task.agent.markers	Merges 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.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 optimizing task routes for agents. 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
work.management.allow.toll.roads	Allows the system to use toll roads when auto-routing or optimizing task routes for agents. Type: true/false Default value: true Location: Field Service > Administration > Properties

Roles installed with Field Service Management

Roles are added with 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 fsm_skill_user
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 fsm_skill_user
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

Role integration with Customer Service Management

When you enable the Customer Service Management plugin (com.sn_customerservice) along with the Field Service Management plugin (com.snc.work_management) and add specific Customer Service roles to the Field Service agents, they can view or create a case and also view additional customer service data. For more information on customer service agent roles, see Roles installed with Customer Service Management.


Adding this role	Allows agents
sn_customerservice.case_viewer	To have read access to cases. To view all fields in a case that a customer service agent [sn_customerservice_agent] can access.
sn_customerservice.customer_data_viewer	To have read-only access to customer data entities such as: Install base items Contracts Entitlements Accounts, contacts, and account team members Assets Consumers Sold product
sn_customerservice.proxy_contact	To create a case using a record producer.

Script includes installed with Field Service Management

Script includes are added with 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	Creates questionnaires and associates with work order and work order tasks.

Geolocation script includes

Field Service Management adds the following geolocation script includes.

Table 3. 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 are added with 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 are added with 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]

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Components installed with Field Service Management

Several types of components are installed with Field Service Management.

Tables installed with Field Service Management

Tables are added with 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

The Field Service Management application provides the following system properties.

Table 1. 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.agent.geo.history.update.duration	Set the duration (in minutes) of the latest system update that you want to consider for calculating the agent's geolocation history relative to current time. If the duration of the last geolocation history update is more than the duration set for this property, then the system uses the agent's task or home location instead of the geolocation history to determine the agent's current location. For example, if the value for this property is set to 240 minutes, and if the system update for an agent's last geolocation history is more than 240 minutes, the system does not consider the geolocation history and will instead use the agent's task or home location to determine the agent's current location. Type: Integer Default value: 240 Location: System Properties list
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 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, then 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
work.management.use.mandatory.skills	Enables the mandatory skills feature and indicates that the Task Skills [task_m2m_skill] table is being used for work orders and work order tasks. Type: true/false Default value: false Location: System Properties list
skills_management.migration	Lists the task tables to migrate to the Task Skills [task_m2m_skill] table when an admin runs the Migrate Skills to Task Skill M2M script. Type: choice list Default value: wm_task,customerservice_case,wm_order Location: System Property [sys_properties] table
com.snc.skills_management.task_skill_migrated_tables	Contains a list of tables for which the Skills field has already been migrated to the Task Skills [task_m2m_skill] table. If the table name is listed in this property, the data has been migrated and will not be migrated again. Type: choice list Default value: none Location: System Property [sys_properties] table

Properties for calculating estimated travel time and distance


Property	Description
work.management.autodispatch.geolocation	Geolocation must be used to calculate the estimated travel time for dynamic scheduling and auto assignment of tasks. Type: true/false Default value: true Location: Field Service > Administration > Properties > Dispatch Properties for Field Service Management Note: To use the Google Maps API with dynamic scheduling, you must also enable the Use Google for travel time and traffic data check box on the Dynamic Scheduling Configuration form.
work.management.travel.calculation.dynamic_scheduling	Uses Google Maps API or straight line estimates to calculate estimated agent travel time and distance to task locations when agents are assigned tasks using dynamic scheduling. Type: choice list Default value: Use straight line estimate Location: Field Service > Administration > Properties
work.management.travel.calculation.auto_assignment	Uses Google Maps API or straight line estimates to calculate estimated agent travel time and distance to task locations when agents are assigned tasks using auto assignment. Type: choice list Default value: Use Google Maps API Location: Field Service > Administration > Properties
work.management.travel.calculation.manual_assignment	Uses Google Maps API or straight line estimates to calculate estimated agent travel time and distance to task locations when tasks are manually assigned to agents. Type: choice list Default value: Use straight line estimate Location: Field Service > Administration > Properties
work.management.travel.calculation.route_optimization	Uses Google Maps API or straight line estimates to calculate estimated agent travel time and distance to task locations when agent route is optimized. Type: choice list Default value: Use Google Maps API Location: Field Service > Administration > Properties

Geolocation properties

Field Service Management adds the following geolocation properties.

Table 2. Geolocation properties for Field Service Management
Property	Description
work.management.map.merge.task.agent.markers	Merges 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.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 optimizing task routes for agents. 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
work.management.allow.toll.roads	Allows the system to use toll roads when auto-routing or optimizing task routes for agents. Type: true/false Default value: true Location: Field Service > Administration > Properties

Roles installed with Field Service Management

Roles are added with 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 fsm_skill_user
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 fsm_skill_user
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

Role integration with Customer Service Management


Adding this role	Allows agents
sn_customerservice.case_viewer	To have read access to cases. To view all fields in a case that a customer service agent [sn_customerservice_agent] can access.
sn_customerservice.customer_data_viewer	To have read-only access to customer data entities such as: Install base items Contracts Entitlements Accounts, contacts, and account team members Assets Consumers Sold product
sn_customerservice.proxy_contact	To create a case using a record producer.

Script includes installed with Field Service Management

Script includes are added with 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	Creates questionnaires and associates with work order and work order tasks.

Geolocation script includes

Field Service Management adds the following geolocation script includes.

Table 3. 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 are added with 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 are added with 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]

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Components installed with Field Service Management

Components installed with Field Service Management

Tables installed with Field Service Management

Properties installed with Field Service Management

Properties for calculating estimated travel time and distance

Geolocation properties

Roles installed with Field Service Management

Role integration with Customer Service Management

Script includes installed with Field Service Management

Geolocation script includes

Client scripts installed with Field Service Management

Business rules installed with Field Service Management

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Components installed with Field Service Management

Components installed with Field Service Management

Tables installed with Field Service Management

Properties installed with Field Service Management

Properties for calculating estimated travel time and distance

Geolocation properties

Roles installed with Field Service Management

Role integration with Customer Service Management

Script includes installed with Field Service Management

Geolocation script includes

Client scripts installed with Field Service Management

Business rules installed with Field Service Management

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