Orlando Field Service Management

Orlando Field Service

Management
Last updated: May 14, 2020

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 Orlando Field Service Management

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Company Headquarters
2225 Lawson Lane
Santa Clara, CA 95054
United States
(408)501-8550

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 Orlando Field Service Management

Field Service Management overview module

Use the Field Service Management application to manage work requests that are
performed on location by field service agents.

Use Field Service Management to record details such as necessary skills and required
parts in work orders and work order tasks and then match tasks to agents based on skill,
location, and inventory. Field service agents perform the assigned tasks and track their
travel and work time, part requirements, and asset usage.

Integration with Service Management

Field Service Management is integrated with the Service Management (SM) application.
This integration helps you manage settings for all of the Service Management-based
applications such as Facilities Service Management and Finance Service Management.

Field Service Management user roles

Access to the Field Service Management overview module is granted to a specific set of
user roles. Access is limited for users with non-administrative roles. The different levels of
access include:

• View: the user can view the overview page and refresh reports.

• Customize: the user can refresh, add, delete, and rearrange reports and other
widgets.

Several different roles are used to manage the field service process. The following list
provides a brief description of the key roles and what they do.
Field Service Management overview module roles

Role Access

admin View, customize

sm_admin View, customize

sm_agent View

wm_basic View

wm_dispatcher View

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Role Access

wm_initiator View

wm_qualifier View

wm_initiator_qualifier View

wm_initiator_qualifier_dispatcher View

User role Description

Administrator
Manages data and performs setup and configuration tasks. Users
with this role can also create, approve, qualify, and dispatch work
[wm_admin]
orders and tasks.

Initiator
Creates work orders and assigns qualification groups.
[wm_initiator]

Approver user
Approves work orders before they are qualified or assigned to
[wm_approver_use
field service agents.
r]

Qualifier
Qualifies work orders by assigning dispatch groups, creating work
[wm_qualifier] order tasks, and adding part requirements.

Dispatcher
Schedules tasks, adds necessary parts, and assigns tasks to field
service agents. Users with this role can also create tasks and add
[wm_dispatcher]
and source parts as needed.

Agent
Performs work at customer locations and records details in the
[wm_agent] work order form, including parts used and incidental expenses.

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 Orlando Field Service Management

Two combination roles can also be used:

• wm_initiator_qualifier

• wm_initiator_qualifier_dispatcher

For a more detailed description, see User roles installed with Field Service Management.

Work orders and work order tasks

The widgets on this page help users track and manage aspects of the Field Service
Management processes, such as work orders, work order tasks, and dispatch locations.

Note: If you have tasks defined with assignment groups of the type Vendor,
additional reports display useful information for tracking vendor tasks and
performance.

Work orders are records that store information about requested work, including
customer names and addresses, locations where work is to be performed, and any
associated configuration items (CIs). Work orders can include one or more tasks that
contain specific details about the work to be performed, such as required agent skills
and part requirements.

Work order and work order task states

Work orders and work order tasks move through several states from creation to
completion. Different user roles are required to move work orders from one state to the
next, with each role providing an important part of the process. These roles work
together to define work orders, add the necessary technical information, break the work
down into specific tasks, and assign tasks to dispatch groups and field service agents.
After accepting assigned tasks, agents order and pick up parts, perform the work, and
record the details.

The state of a work order is displayed on the work order and task forms in the process
flow formatter and also in the State field.

Work order states

Work order state Description

The initiator (wm_initiator) creates a work order and adds

Draft
information to the work order form about the work to be done.

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 Orlando Field Service Management

Work order state Description

Awaiting The work order is ready to be reviewed by the qualifier

Qualification (wm_qualifier).

The qualifier (wm_qualifier) has added any necessary technical

Qualified information to the work order, created tasks, added part
requirements, and assigned a dispatch group.

The dispatcher (wm_dispatcher) assigns one or more of the work

Assigned
order tasks to a field service agent.

The agent (wm_agent) accepts the assigned work order task and
Work in Progress
begins work.

The agent completes the work in the assigned task. Once all of the
Closed Complete tasks for a work order are complete, the state of the work order is
set to complete.

The agent does not complete the work in the assigned task. If one
Closed
or more tasks for a work order are closed incomplete, the state of
Incomplete
the work order is closed incomplete.

The work is no longer necessary or the work order is a duplicate. A

Cancelled reason for cancelling the work order must be added to the Work
notes field.

Work order task states

Work order task state Description

Draft The qualifier (wm_qualifier) creates a task for a work order.

The qualifier (wm_qualifier) assigns a dispatch group to the

Pending Dispatch
work order task.

The dispatcher (wm_dispatcher) assigns the work order tasks to

Assigned
a field service agent.

The field service agent (wm_agent) accepts the assigned task.

Accepted The agent can also reject a task. If rejected, the task state
returns to Pending Dispatch.

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 Orlando Field Service Management

Work order task state Description

The field service agent (wm_agent) clicks Start Travel on the

Work in Progress Work Order Task form, followed by Start Work, and begins the
work described in the task.

The field service agent (wm_agent) completes the work for the
assigned task, adds a description in the Work notes field, and
Closed Complete clicks Close Complete on the Work Order Task form. The agent
can also click Close Incomplete and add a reason for the
incomplete closure.

The field service agent (wm_agent) cannot complete the work

Closed Incomplete for the assigned task, adds a reason for the incomplete closure
in the Work notes field, and clicks Close Incomplete.

The work order task is no longer necessary or is a duplicate of

another task. The field service agent (wm_agent) adds a
Cancelled
reason for the cancellation in the Work notes field and clicks
Cancel.

Work locations

Field Service Management relies on defined locations for qualifying work orders and
tasks and assigning dispatchers and agents. As part of setting up the application, you
can define your locations and then create qualification, dispatch, and assignment
groups based on those locations.

Using guided setup to implement Field Service Management

Field Service Management guided setup provides a sequence of tasks that help you to
configure Field Service Management on your ServiceNow instance. To open Field
Service Management guided setup, navigate to Field Service > Administration > Guided
Setup. For more information about using the guided setup interface, see Using guided
setup.

Section 508 compliance features

Users can view and interact with the following Field Service Management features using
Section 508 compliance features:

• Central Dispatch

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 Orlando Field Service Management

• Manager Calendar

• Agent Calendar

Related topics

• Accessibility features

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