Field Service Integrations

With ServiceNow Change Management for Field Service, create work orders from a change request and also track the progress of the work order directly in the change record when a state change occurs or a work note is added to the work order.

Various plugins, script includes, and business rules are installed with the Change Management for Field Service application.

Install and set up the Field Service Management Virtual Conferencing Integration application to interact with customers and peer agents using Zoom or Microsoft Teams meetings initiated from the Now Agent mobile application.

Create a work order directly from the change request using the CRM Workspace.

Create a work order directly from the incident record using the CRM Workspace.

Provides an integration between the Customer Service Management and Field Service Management applications.

Users with the system administrator role can customize the work order state transition map, which maps work order states to project task states.

With ServiceNow Incident Management for Field Service, create work orders from an incident record and also track the progress of the work order directly in the incident record when a state change occurs or a work note is added to the work order.

Various plugins, script includes, and business rules are installed with the Incident Management for Field Service application.

Provides an integration between the Industry products and Field Service Management application. This integration allows customers and consumers to manage case-related work orders and tasks across Industry Products portals and application interfaces, enhancing visibility and operational efficiency.

You can install the Change Management for Field Service application (sn_fsm_chg_mng) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.

You can install the Incident Management for Field Service application (sn_fsm_inc_mng) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.

You can install the Field Service Management Virtual Conferencing Integration application (com.snc.fsm_vci) if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application installs related ServiceNow Store applications and plugins if they are not already installed.

Extend the capabilities of Field Service Management and connect with other departments to assist with case resolution by integrating with other applications.

Define the fields you want to map between the case and the target work order table fields that you have already configured. This configuration automatically copies the values of mapped fields from the case to the work order when creating a work order from the case.

Customize the Conferences related list to display specific information about conference recordings for work order tasks.

Link project tasks to work orders to assist with managing installation or deployment projects in the field.

Install and set up the Change Management for Field Service application to track work order progress directly in the change request.

Install and set up the Incident Management for Field Service application to track work order progress.

Extension points enable you to extend the functionality of an application and integrate customizations without altering the application code. Extension points are stored in the Extension Point [sys_extension_point] table.

Extension points enable you to extend the functionality of an application and integrate customizations without altering the application code. Extension points are stored in the Extension Point [sys_extension_point] table.

View or track the progress of work order in the associated incident record from CRM Workspace.

View or track the progress of a work order in the associated change request from CRM Workspace.

View the work order details for the related change request from your Mobile Agent application.

View the work order details for the related incident record from your Mobile Agent application.

View details for a recorded Zoom and Microsoft Teams meetings initiated from the Now Agent mobile application by accessing the associated conference record for work order task.

With ServiceNow Field Service Management Virtual Conferencing Integration, collaborate with your customers and peer agents to resolve customer issues using the video and screen sharing options in Zoom and Microsoft Teams from the Now Agent mobile application. Provide timely support while away from your office or desktop computer.