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Field Service Management

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Note
Note: This article applies to Fuji and earlier releases. For more current information, see Field Service Management at http://docs.servicenow.com

The ServiceNow Wiki is no longer being updated. Visit http://docs.servicenow.com for the latest product documentation.

Overview

The Field Service application helps organizations manage work tasks of any kind that need to be performed on location. Field service matches tasks to agent skills, geographic territory assignments, and available inventory. Agents then do the work and track their travel and work time. For example, a centralized IT department may select IT agents based on skills and territories, then send them out to remote offices to fix computers, install servers, and perform printer maintenance.

Field service is available starting with the Fuji release. It is a Service Management (SM)-based application that is integrated with other SM applications, such as Facilities Service Management and Legal Service Management.

Note
Note: In the Fuji release, Work Management was renamed Field Service Management. If you are using a version prior to Fuji, refer to the Work Management - Versions Prior to Fuji pages.


Field Service Process

Field service provides functionality for streamlining the way tasks are qualified and dispatched and how parts are sourced. Additional automated features enable dispatchers to route and dispatch tasks quickly, using precise geolocation to create schedules. These feature are explained where they occur in the following flow:

  1. Create qualification, dispatch, and assignment groups. These groups are sets of users or agents, filtered by location, who can perform specific field service tasks.
  2. Establish service level agreement (SLAs).
  3. Activate field sevice geolocation. Geolocation allows dispatchers to track agents with greater accuracy. Only users with the admin role can activate the Field Service Automation Geolocation plugin.
  4. Create and qualify work orders. Qualifying a work order is the process of checking that work order information is complete so work order tasks can be assigned.
  5. Organize work into tasks that need to be done to complete the work order.
  6. Source parts and dispatch work order tasks to agents based on criteria such as skills and location.
  7. Have an agent or multiple agents execute the work order tasks assigned to them and track completion.
  8. Access and perform Work Management tasks from a mobile device. Agents can accept and reject tasks, track travel and work time, and access all the information they need about the work to be performed and assets to pick up.

General Roles

For detailed descriptions of each role, see User Roles.

  • Administrators: The sm_admin role enables users to manage all data related to work management.
  • Initiators: The sm_initiator role enables the initiator to create work orders and assign qualification groups.
  • Qualifiers: The sm_qualifier role enables a qualifier to qualify work orders and create work order tasks.
  • Dispatchers: The sm_dispatcher role enables a dispatcher to schedule tasks, add parts, and assign tasks to work agents.
  • Agents: The sm_agent role enables field agents to manage actual task time and perform all work on site.

Menus and Modules

Activating the work management feature adds the Field Service application menu to the application navigator and adds modules to the Product Catalog application menu (starting with the Eureka release). If you are using an older version, see the previous version information.

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Under the Product Catalog menu:
  • Service Order Templates: All service order templates are useful for automatically populating requests in SM applications.
  • Work Order Templates: All work order models available as templates for populating work orders automatically. Use these templates to create work orders for common tasks such as resetting passwords and on-boarding new employees.
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Under the Self-Service menu:
  • Finance Catalog: Allows you to make finance requests via the catalog.
  • Legal Catalog: Allows you to make legal requests via the catalog.
  • Marketing Catalog: Allows you to make marketing requests via the catalog.
  • Facilities Catalog: Allows you to make facilities requests via the catalog.
  • Field Service Catalog: Allows you to make field service requests via the catalog.
  • HR Catalog: Allows you to make human resourcdes requests via the catalog.
Field Service in the Application Navigator Under the Field Service menu:
  • Overview: Opens the Field Service overview page, which displays graphs and charts for managing service requests.
  • Work Order: Contains modules to create and manage work orders and work order tasks.
    • Create New: Opens New Work Order screen for manually creating a new work order.
    • Created By me: All work orders created by the logged-in user.
    • My Approvals: All work orders for which the logged-in user must provide approval. This module is displayed if you select the Approval is required for new requests option on the Field Service Configuration screen.
    • Draft Work Orders: All work orders assigned to the current user.
    • My Work Orders: All work orders currently in the Draft state.
    • All Work Orders: All work orders, regardless of state.
    • All Work Order Tasks: All work order tasks.
    • Work Order SLAs: All work orders under SLAs.
    • Work Order Tasks with SLAs: All work order tasks under SLAs
    • Agents: All agents defined in the system.
  • Agent:
    • Assigned to me: Active work order tasks assigned to the current agent. View and manage tasks assigned to the logged in agent.
    • My Stockroom: Personal stockroom of the current agent. Manage parts, software licenses, and other items in the personal stockroom.
    • Incidentals: View incidental expenses associated with work order tasks. Manage rental car costs and mileage reimbursement.
  • Sourcing: Manage sourcing parts and assigning agents. These modules are displayed if the Part requirements are needed by agents option in Field Service Configuration is set.
  • Pick Up/Drop Off: Manage pick up and drop off values for part and other assets. These modules are displayed if the Part requirements are needed by agents option in Field Service Configuration is set.
  • Group Management: Manage different types of field service groups.
    • Dispatch Groups: Manage dispatch groups.
    • Work Groups: Manage work groups.
    • Group Dependencies: Manage field service group dependencies.
  • Catalog & Knowledge
    • Field Service Templates: Create service order templates to update existing field service documents that reuse the same types of information.
    • Maintain Catalog Items: Create or edit catalog items.
    • Knowledge: Set up a knowledge base for the application. You can also browse and search for articles that are configured to grant you access, and submit feedback on those articles.
  • State Flows
    • Work Order Flows: Create or edit state flows for work order requests.
    • Work Task Flows: Create or edit state flows for work order request tasks.
  • Administration
    • Properties: Configure various work management settings using [Installed_with_Field_Service_Management#Properties|properties]].
    • Configuration: Configure the requirements that apply to all work management applications, including approvals, qualifications, auto and manual dispatch, and so on (starting with the Fuji release).
    • SLA Definitions: Define work management SLAs.

Activating Field Service

An administrator can activate the Field Service Management and Field Service Management Geolocation plugins. Field Service Management Geolocation is an optional plugin that enables the Field Service application to use Google Maps travel times when auto-dispatching work order tasks. Activating the Field Service Management Geolocation plugin automatically activates the Field Service Management plugin.

The Field Service application also activates the following plugins if they are not already active.

Activating Field Service for the the SM CMS Portal

Field Service can be added to the Service Management CMS portal by activating the following plugins.

Plugin ID Description
Service Management Core com.snc.enterprise_service_management.cms Allows you to add SM applications, such as work management to the Service Management CMS Portal. Activation of this plugin on production instances may require a separate license. Contact ServiceNow for details
Field Service Management CMS Portal com.snc.work_management.cms Displays the Field Service SM application on the Service Management portal. Activation of this plugin on production instances may require a separate license. Contact ServiceNow for details.

Upgrading to SM-Based Field Service

The Service Management (SM)-based field service management application replaces work management (starting with the Fuji release). If you already have the Work Management application active in a pre-Fuji release, the system automatically upgrades the application to the SM-based version when you activate Service Management. All of your work orders, tasks, task dependencies, and so on are automatically migrated to the SM-based field service application. You do not need to perform additional upgrade tasks.

Enhancements

Fuji

  • Field service management is integrated with SM, which helps you manage settings for all SM-based applications, such as Facilities Service Management, Finance Service Management, and HR Service Management.
  • Auto-dispatch evaluates an agent's dispatch group, assignment group, location, or skills before assigning a task.

Eureka

  • Work management modules are reorganized in the application navigator.
  • Dispatchers can configure task windows that define a block of time in which a task must be performed. Task windows can be flexible or fixed and are incorporated into scheduling for automatic routing and dispatch features. The task for a flexible window can be performed outside the window's time boundaries to accommodate an agent's schedule, but work for a fixed task window must be done within the defined window.
  • Dispatchers can dispatch tasks automatically by using an optional plugin called Work Management Geolocation. This plugin provides additional properties, based on Google maps travel times, that ServiceNow uses to dispatch tasks more precisely. Auto-dispatch considers an agent's location, schedule, and skill set when dispatching tasks. Tasks dispatched using this method move from Pending Dispatch to Assigned automatically, without agent involvement.
  • A dispatch map enables dispatchers to view tasks and agents in a familiar Google map and to assign or reassign tasks based on an agent's skills, location, and availability. Agents use a similar task map to manage their routes each day and take unassigned tasks that they have time to perform. An optional auto-routing feature enables dispatchers and agents to calculate daily routes more accurately, based on several variables, including travel time between tasks, task windows, and task durations. Agent positions on the map can be updated regularly by geolocation, a feature which tracks agents precisely through their mobile devices.
  • You can customize the transition from one state to another in work orders and tasks using state flow records. State flows allow you to add or modify transitions, control who can edit the State field, and edit the contents of state choice lists. You can define properties for individual fields that are enforced when a record transitions between states and trigger system events on state changes.
  • Agents can record incidental expenses for work order tasks, such as car rentals and mileage costs.
  • If a transfer order has the same source and destination stockroom:
    • If it is a personal stockroom, the related transfer order line automatically moves from the Draft stage to Delivered and the related asset state and substate becomes In stock - Reserved.
    • If it is not a personal stockroom, the related transfer order line automatically moves from the Draft stage to Received and the related asset state and substate becomes In stock - Pending transfer.
  • Improvements to the smartphone interface enable agents to view a task map and dispatchers to view a dispatch map and dispatch queue.
  • Two modules provide lists of work orders and tasks that have SLAs associated with them. Drill into the specifics of the SLAs in the work order list or view tasks involving SLAs that might be behind schedule.
  • A work management administrator can configure the work order process flow to skip qualification. No qualification group is required for work orders configured in this manner.
  • The My Work Order Tasks module is available to users with the wm_initiator_qualifier role when work order qualification is bypassed. This module displays tasks created by the current user that are in the Draft state.
  • Two additional users roles, wm_initiator_qualifier and wm_initiator_qualifier_dispatcher, are added that combine capabilities.
  • The Work Management plugin adds three model classes to the ServiceNow Product Catalog application menu that a work management administrator can use as templates to create work orders, work order tasks, and part requirements automatically.
  • A new part sourcing user interface enables users with the wm_qualifier role to source parts from stockrooms, see agent stockroom availability, and assign agents to work order tasks at the same time.

Dublin

  • Only users with the wm_admin or admin role can customize the Work Management Overview page.
  • An improvement to the visual dispatch drag and drop functionality makes it easier to unassign work order tasks.