Work Order Management

Review the part requests that you receive from peer agents.

Accept a work order task that has been assigned to you. You can reject the task if, for example, you do not have the required skills or you are not available at the required time.

As a manager or field service agent of a contractor company, you can accept tasks assigned to you through the Field Service Contractor Portal.

As a Field Service agent, you can accept or reject work order tasks using push notification actions without having to open the ServiceNow Agent mobile app.

Search relevant information from knowledge articles and see when your team members are on-site and if they are on schedule.

As a manager or agent of contractor companies, you can access and view the availability of assets in your stockrooms using the Field Service Contractor Portal.

Assign tasks and send reminders to Field Service agents using push notifications.

Activate the Field Service Management Customer Experience plugin (com.snc.fsm_customer_experience) to use the Customer Experience feature with Field Service Management.

Turn on dark mode in ServiceNow Agent to alleviate eye strain if the default is too bright.

Install the Playbooks for Field Service Management application (sn_fsm_playbook) 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:

You can activate the Field Service - Questionnaire plugin (com.snc.wm_questionnaire) for Field Service 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 applications and plugins if they are not already installed.

You can enable the Field Service Management application to support linear assets by activating the Enterprise Asset Management plugin (com.sn_eam) 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 aren’t already installed.

You can install the Planned Work Management application (com.snc.fsm_planned_work_management) 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.

Activate Workflow Studio Playbooks on your instance so that you can create Playbooks triggered by tables.

You can activate the Field Service Quality Management plugin (com.sn_fsm_quality) for Field Service Management 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.

Run the job Update planned work records on Demand to refresh the planned work records of a maintenance plan on demand or regularly at scheduled intervals.

You can activate the Smart Assessment for Field Service Questionnaire plugin (sn_fsm_smart_asmt) for Field Service Management 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 activate the Template Management for Field Service plugin (com.snc.fsm_template_management) for Field Service Management 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 activate the Time Recording for Field Service plugin (com.snc.wm_time_recording) for Field Service if you have the admin role.

You can activate the Field Service Work Configurations plugin (com.snc.fsm_work_types) for Field Service Management if you have the admin role. Activating Work Configurations enables you to define configurations for a specific type of work, ensuring consistency.

Define criteria to group similar work orders for a work plan.

Add additional information to complete tasks.

Add crew members or equipment to your crews on the ServiceNow Agent application.

Add roles or individual users to the default proxy actions policy so more people can perform proxy actions on behalf of their managed agents.

Add the standalone task template to a work order template along with filtering conditions. This enables the work order template to identify and create the same task for different work orders only when the filtering conditions matches.

Manager’s can see the agenda of tasks that agents' have assigned to them so they can plan for the coming days.

Review external agent requests that are assigned to you for approval and determine whether to accept or reject them.

As a manager of a contractor company, you can assign additional manager role to the agents in your teams.

Specify the technician assignment preference for a task, indicating whether a technician is marked as Preferred, Secondary, Excluded, or Required for the work order task.

Managers of contractor companies can assign outsourced work order tasks to be performed at the customer location to their agents or to themselves.

Reassign a work order task to yourself through the Field Service Contractor for mobile feature of the ServiceNow Agent application.

Enable work order template to identify the source of work order and then map data from that source table to the work order fields. This can be achieved by associating a table map with the work order template.

Map a single or multiple work order templates to a planned work schedule. Add conditions to identify the relevant templates for the planned work records.

Record a break from a work order task in the Field Service application if you are unable to continue the work for any reason. You can resume the work order task when you start working on it again. The system automatically tracks and calculates the actual time taken to complete the task even though you worked at different intervals.

The Field Service Management application calculates your location from a set of geographical coordinates.

In Field Service Management, work orders are closed automatically depending on the states of the associated work order tasks. Work orders are closed when all the tasks reach the closed state. It's helpful to understand what happens after an agent closes a work order task.

After the dispatcher dispatches work order tasks, the ServiceNow system automatically sends the tasks to the assigned agent's queue.

ServiceNow SLAs track the service level provided by groups and individuals.

The ServiceNow AI Lens form auto-filler uses AI image recognition to populate form fields from photos that field service technicians capture in the ServiceNow Agent mobile application. Technicians can auto-fill Input Forms and Scripted Input Forms, such as Smart Assessment questionnaires.

The icons in the task map mark the location of tasks assigned to you and any unassigned tasks in your area.

Work orders are requests for off-site work. Users with the appropriate roles create the work orders and provide the necessary information needed for the work order tasks. Then other users qualify those work orders and create the tasks necessary to complete the work order.

After you submit a new transfer order, the system examines all existing transfer orders attached to the current work order task to determine if the new transfer order can be merged with any of the existing orders.

After all work order tasks are qualified and the parent work order state automatically changes to Qualified, you can request more information from the qualifier, if necessary, and source any part required for the tasks.

Work orders must be qualified to ensure that work order tasks are created and assigned. The qualifying process can be automatic or manual.

A request contains one or more tasks. These tasks allow qualifiers to define activities that must be done to complete a request.

Sourcing a part is the process of reserving and obtaining an asset described in a part requirement record by transferring it from one stockroom to another.

Use a transfer order to move necessary parts between company stockrooms or to a location where an agent can receive them.

Agents use drop off lists to return items that are in their personal stockroom.

View open work order tasks and their SLA status.

Click the task icon on the agent map to view task details.

Use work order tasks to define separate activities that must be done to complete a work order.

Work order templates allow you to quickly create well-defined work orders.

Cancel a schedule occurrence and the work order events of its associated work plans through the planning calendar.

Configure which actions a user can perform on behalf of a technician they manage.

Check whether a break on a work order task has been taken or is still planned in Field Service Manager Mobile.

Check on a scheduled or upcoming break in the ServiceNow Agent application to see whether it's still planned or has already been taken.

Close work order tasks to complete a task for which the issue is fixed or resolved through the Field Service Contractor for mobile application.

Close a work order task as incomplete if there is work pending on the task.

You can close a work order task as incomplete if there is work pending on the task through the Field Service Contractor for mobile application.

A work order is automatically closed when all work order tasks associated with it have been closed.

As a manager or field service agent of a contractor company, you can access and complete questionnaires from the work order tasks assigned to you through the Field Service Contractor Portal.

Complete the answers to questions associated with a work order task and store the responses for future reference. For example, you can create questionnaires for verifying the condition of an equipment before it’s repaired.

Complete a questionnaire for a work order or work order task. You can access and complete questionnaires from the Work Order or Work Order Task forms.

Field Service technicians and managers use the ServiceNow Agent mobile application to manage their field service tasks from anywhere.

Enable dispatchers, agents, managers, and field service agents of contractor companies to efficiently track and manage the progress of work order tasks, ensuring that everyone involved can easily update and manage the current status.

Field Service Quality Management allows organizations to review work order tasks. It introduces the "Reviewer" role, who can review tasks and provide feedback. Reviewers can close tasks or send tasks back to agents when more information is needed.

Add generative AI-specific functionality to the task closure screens by configuring the Generate closure notes UI action that is included with the ServiceNow Otto for Field Service Management (FSM) application.

Configure the Create Work Order AI agent to appear in the ServiceNow Otto Virtual Agent on the ServiceNow Agent mobile application.

Change the border and background color of an event so it matches your company's colors or stands out on the team calendar.

If you have the admin role, you can configure ServiceNow Otto for Field Service Management (FSM) application so that users can generate work order summaries and knowledge articles, or summarize Sidebar discussions.

Proxy actions let authorized users perform work order task actions on behalf of a technician who can't act themselves. Configuration controls who can act, on whose behalf, and which actions are allowed.

Enable work order qualification so work orders move from draft to awaiting qualification, and then qualified before they’re ready for dispatch. Qualification allows for a quality check to make sure that the work order meets a certain standard before it moves to the next step.

Configure Smart Assessment questionnaires from new Smart Assessment templates and associate them with work order tasks.

Administrators can optionally enable the Scheduled state flow for work orders and work order tasks. By configuring these settings, you can control when and how tasks are dispatched to technicians.

State flows control the sequence in which work orders and work order tasks transition from one state to another. You can customize state flows to control the sequence in which records transition between states in Service Management applications.

Streamline and optimize maintenance activities by suppressing duplicate planned work tasks when different schedules overlap.

Configure the Create Work Order AI agent and agentic workflow to appear in the ServiceNow Otto panel.

Configure the KB generation skill that agents can use to draft a knowledge article with ServiceNow Otto.

You can configure time recording categories to align with the work your Field Service agents do.

Work orders are composed of at least one, but usually multiple, work order tasks. The tasks in a work order can be assigned to one person, a group, or multiple Field Service technicians who operate autonomously. It’s easier to complete a work order when the tasks needed to finish the work are divided into logical parts that can be accomplished independently.

Field Service Management uses a task-driven process, wherein each work order encapsulates a list of essential tasks. Upon the creation of a work order, a corresponding task record is instantly generated. Task-driven processing can provide structure and clarity for intricate projects.

After creating a work plan, it’s important to define specific criteria to determine when the plan should be executed. This includes defining the start date and end date for the plan's execution. To create a flexible work schedule for the plan, you can configure multiple work schedules for it and assign them accordingly.

Defining default access hours for a work order task based on customer preferences such as account, location, or asset, enables the auto-population of the access hours for the task.

Configure the Field Service Management Customer Experience application to enable sending notifications to your customers through email and SMS.

Configure Planned Work Management to create and manage the planned work activities with recurring schedules at regular intervals.

Playbooks provide step-by-step guidance for your field service teams to complete tasks. Use the playbooks feature to create processes to manage the life cycle of field service tasks.

As part of completing some work orders and tasks, Field Service agents fill out questionnaires or complete check lists.

You can configure Smart Assessment questionnaires by migrating from existing survey-based questionnaires and use smart assessments to gather data from users.

Smart Assessment enables users with the administrator role to create smart assessment templates and associate them with work order tasks.

Agents record time worked on tasks and activities. Time recorded entries automatically generate time cards and time sheets for approval by managers. Configuring time recording is optional, but will save Field Service agents from having to record their time manually.

Field Service Work Configurations allows you to create work configurations for different types of work. A work configuration identifies the configurations and the data required for specific field service work.

Generate work orders for schedule occurrences to maintain a record of specific occurrences or maintenance cycles of the schedule.

Author and publish Smart Assessment template, and associate it with Work Order Task tables to create Smart Assessment questionnaires for work order tasks using this template.

You can create work order templates that contain advanced task dependencies.

Create personal events in the ServiceNow Agent mobile app to block off time for a break, a phone call, or a recurring commitment.

Create sales opportunities for services, products, or assets identified during field service visits using the ServiceNow Agent application.

Create a part requirement request for a work order task that is assigned to you.

Create a list of planned work records based on the number of configured work schedules, matching records, or the number of templates mapped to the schedule.

Create a questionnaire record and then associate it with Work Order Task table.

Create a Smart Assessment questionnaire from a new Smart Assessment template and associate them to work order tasks to gather information about the tasks.

Managers can quickly create tasks from Field Service Manager Mobile.

Create time cards to log your work time through the ServiceNow Agent mobile app.

Create a time sheet to group all your time cards for the given week from the ServiceNow Agent mobile app.

Use transfer order line tasks to move assets through the shipment or drop-off transfer process.

Create a transfer order that moves the necessary parts or assets to the correct stockroom or agent location.

Create a work order for tracking and managing work on a linear asset and its corresponding segments.

Request that customers digitally sign and confirm a closed work order. A PDF summary of the signed work order is then created.

Create a work order on the ServiceNow Agent mobile application using ServiceNow Otto for Field Service Management (FSM) from a text description or an image of the issue.

Use ServiceNow Otto for Field Service Management (FSM) to create a work order from a text description or an image of the issue.

Create a work plan to specify how and when the work should be performed for any activity.

You have the option to categorize the type of work to be performed in Field Service to complete the task.

Create work order tasks to track the work created for a work order.

Create a work order for an asset through the Field Service Contractor for mobile application.

Create a standalone work order task template, which can be used by different work order templates to create the same task for their work orders. It saves you the effort of creating the same task template every time for each work order template.

Planned work records enable the scheduler to create future, everyday (on regular basis), or on-demand work orders based on the associated work schedule.

As an admin, you can clone the KB generation skill and customize the input fields.

As an admin you can clone the Work order task summarization skill, then access the skill in the Now Assist skill kit, and update the prompts.

Set up notification messages and emails to update customers about the status of their work order tasks.

If you have the admin role, you can customize the ServiceNow Otto for FSM work order task summarization skill so that agents can use the generative AI skills in CSM/FSM Configurable Workspace and in Core UI.

Set default access hours for a work order task based on the customer preference at various levels, such as account, location, asset, and so on.

Managers can edit or delete events in the Mobile Manager application after they’ve been created.

You can view the parts that you have scheduled for drop off from your personal stockroom to another stockroom.

Create a duplicate part request to request the same list of parts that you requested in the past.

Field service agents can locate, request, and transfer parts from other agents or warehouses for the current and future work order tasks.

Edit the details of an individual planned crew member or equipment, as well as an entire crew on the ServiceNow Agent application. Mark members, equipment, and crews as active or inactive, or add details for task crew members.

A break or lunch can be embedded directly within a work order task, so a technician doesn't have to leave the task to take scheduled time away.

Generate Signed PDF summaries after completing a work order task that includes details of the work order task, related work order, responses submitted in the smart assessment questionnaire associated with it, and the assessment score.

Enable Smart Assessment Questionnaire to enhance work order task questionnaires for Now Mobile Agent application.

Set up the advanced configurations for work order templates to enable the templates to process data dynamically instead of using the static information described in the work order templates.

End a break before its scheduled end time in the ServiceNow Agent application.

Determine work orders in advance for the upcoming period in future, for example, for the next 30 days, one year, or more. It helps to plan the work force and required parts for the upcoming planned work. This provides long term visibility into upcoming workload and supports proactive planning.

Managers can show that agents are busy with personal events like a meeting, training, time off, or a recurring commitment from the Field Service Manager Mobile.

Field service agents can view events and create and edit personal events in the Mobile Agent.

Create work order tasks and part requirements for a work order without qualifying a work order, when it is in the draft state.

You can create a work plan to define a maintenance schedule for multiple assets based on their installation date.

Explore how to use Field Service Work Configurations for a break-fix task for MRI Scanner. This example workflow shows a customized flow, and an additional state for break-fix work order for MRI Scanner.

Exclude Field Service technicians from being assigned work order tasks with dynamic scheduling, or Schedule Optimization.

Execute and track the time required for work order tasks that you have accepted.

Extend a break that's in progress in the ServiceNow Agent application, up to your organization's configured limit.

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.

Agents can modify and delete time worked entries before a time sheet is approved.

Agents can record time worked on a work order task as well as time spent on other activities.

Agents can review the time recorded for work order tasks.

Agents can review and submit time sheets to managers for review and approval.

Use Field Service Contractor Portal to manage work order tasks.

Managers can review time cards and time sheets for agents in their assignment groups.

The Field Service with Service Locations feature enables you to add and verify service locations on demand.

Managers can quickly filter agents and find the agent they need to assign a work order task to.

Managers can filter the tasks assigned to an agent so they can quickly find the task they want to change.

You can activate the Proxy Actions for Field Service Management plugin (sn_fsm_proxy_actn) if you have the admin role.

Create a proxy policy that lets users in an assignment group perform proxy actions on behalf of other technicians in that same group.

Create work orders for the schedule occurrence either manually or by configuring an automated job.

Group multiple work orders for a work plan into a single work order based on the defined criteria.

Scan an asset to view its work history and upcoming work orders. You can also create a work order for an asset.

Initiate a Zoom or Microsoft Teams meeting from the ServiceNow Agent application to resolve customer issues by assisting them virtually while out of the office or away from your desktop computer.

You can activate the Field Service Management Access Hours Management plugin (com.snc.fsm_access_hours) for Field Service Management 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.

Use location tracking so that you can keep a record of your location, either for a defined period of time or while you perform tasks.

Select a conference bridge option to initiate a conference call from the ServiceNow Agent application to connect virtually with your customer and peer agents.

Create and view the schedule occurrences and work orders of associated work plans through the planning calendar.

Add equipment or members to your crew using the ServiceNow Agent application.

Accept or reject tasks, assign tasks to yourself and plan your schedule for the day, view task details, schedule, and task location, or close a work order task using your mobile application.

Create and track incidental expenses that arise during the execution of a work order task through the Field Service Contractor for mobile application.

Manage your time cards in the ServiceNow Agent mobile app by performing actions such as submitting or deleting a time card or viewing notes.

Field Service Manager Mobile is a centralized place for managers to do anything related to Field Service Management while on their mobile device.

In Field Service Management, you can create and view work orders and work order tasks specifically for the inspection of linear assets. This enables you to systematically assess the condition of the assets and take the necessary measures to maintain the reliability and performance of the linear assets.

Planned Work Management enables you to create, maintain, and schedule flexible work plans for any recurring activity that requires regular maintenance.

Manage Field Service agents from Field Service Manager Mobile and do everything that you can from your computer while on the go.

Map a single or multiple task plan templates to a planned work schedule. Add conditions to identify the relevant templates for the planned work records.

Create a table map to configure the fields that are copied from a source table to the work order fields. The source of a work order can be a case, change, incident, or others.

You can migrate plans from Planned Maintenance to Planned Work Management so that plans can utilize the features in Planned Work Management.

When you migrate a survey-based questionnaire to Smart Assessment, migrate all the associated instances of a survey to Smart Assessment and re-trigger them.

Migrate survey-based work order questionnaires and templates to Smart Assessment templates.

As an agent, create work order tasks using the ServiceNow Agent application.

Reschedule planned work orders by advancing or delaying the occurrence date of the schedule.

Add defective parts from your stockroom to the drop-off list. Generate transfer orders to move these items to the stockroom where it needs to be dropped off.

Move your excess consumable parts from your stockroom to the drop-off list by using the ServiceNow Agent application on your mobile device. You can generate transfer orders to move these items to the stockroom where it must be dropped off.

As a technician, generate knowledge articles for closed work order tasks within the CSM/FSM Configurable Workspace and classic environment with ServiceNow Otto.

On the ServiceNow Agent application, generate a summary of the Sidebar discussions between agents, dispatchers, and subject matter experts by using the Sidebar summarization skill in the ServiceNow Otto for Field Service Management (FSM) application.

Generate a summary of the Sidebar discussions between agents, dispatchers, and subject matter experts by using the Sidebar summarization skill in the ServiceNow Otto for Field Service Management (FSM) application.

View a map of the job site and get directions to the specific on-site location.

Use the inputs for each skill to configure how a skill is used.

Offboard agents of the contractor company to terminate their services.

Onboard a Field Service agent so the contractor company can assign outsourced work order tasks to be performed at the customer location by that agent.

The Onsite Arrival and Check-in process ensures accurate task location confirmation and effective time tracking.

Get optimal routes to your task locations and use the task map to navigate to the location. You can view the location of tasks assigned to you for the current week and use the app to choose the optimal route to execute the tasks for the current day.

Record a break from a work order task through the Field Service Contractor for mobile if you are unable to continue the work for any reason.

Verify and reconcile assets between a physical location such as the technician's stockroom and the system.

Pick up the part by transferring it from an available stockroom when you are at a task site and need a missing part to complete your job.

If you are available, you can assign a task to yourself.

You can view a summarized list of transfer orders for all the assets that are waiting to be picked up physically.

You can see which parts are ready to be picked up by viewing a consolidated list of assets grouped by stockroom and waiting to be picked up. After picking up the part, you can close the transfer order line task.

As a planned work administrator or planner, you can manage schedule occurrences and work orders for planned work directly from the calendar. You can review event occurrences, cancel any duplicate work orders, generate new work orders, or make modifications to the schedule occurrences as needed.

Playbooks for the ServiceNow Agent application provide a guided experience for completing work order tasks on a mobile device.

Create work orders, and work order tasks using templates that integrate the right skills and scheduling.

Customers can digitally sign and confirm work order tasks that are closed with the Closed Complete or Closed Incomplete state.

Add penalties and values to a work order task to define the importance of the task.

Integrating the Process Mining application with the Field Service Management application enables you to analyze processes relevant to your KPIs, and identify bottlenecks associated with work order tasks.

Perform a work order task action for a technician who can't act themselves. The action is logged as performed by you on the technician's behalf, and the task stays assigned to the technician.

Planned Work Management Home page enables you to monitor your work plans, schedules, and work orders.

Qualify work order tasks associated with a work order to dispatch them to agents who can work on the task.

Answer to the preset questions associated with a work order task to gather and store the responses for future reference.

The agent map shows your location, the tasks assigned to you for the current day, tasks that have been accepted, and other tasks that have not yet been assigned.

The transfer process is slightly different for consumables than it is for non-consumables.

Icons in the SLA map and what they represent.

A task window is the time period, bordered by start and end times, in which a task is performed.

Managers can quickly reassign work order tasks to another agent in case the original agent is running behind on other work order tasks.

As a manager, you can reassign a work order task to an agent through the Field Service Contractor for mobile application.

Administrators can rebuild state flows when a mismatch between existing and new sys_ids occurs.

Assign the best available recommended task to yourself so that you can fill a gap in your schedule.

The staff of contractor companies can track the consumable and non-consumable parts that are used or changed during the execution of work order tasks on the Field Service Contractor Portal.

Agents of contractor companies can use the Field Service Contractor Portal to track incidental expenses that arise during the execution of a work order task.

Track the status of an asset that you replaced with another asset in a work order. You can track the status as you're doing the task from a task location.

Manage and record time worked on work order tasks and activities. Time recorded entries automatically generate time cards and time sheets for approval by managers.

Register new assets that are supported for customers and have not been registered previously using the ServiceNow Agent application.

Track the status of an asset that you removed in a work order. You can track the status as you're doing the task from the task location.

Remove or release crew members and equipment from your crews on the ServiceNow Agent application.

As a Field Service agent, you can view and reply to the comments given by customers in work order tasks using push notification actions without opening the ServiceNow Agent mobile app.

Request inventory to receive parts when your stock gets low or you need a part for a particular work order.

Request inventory when your stock gets low or you need a part for a particular work order.

Request parts from other stockrooms that have been rejected by your peer agents.

Get the parts you need to complete the assigned work order tasks.

Select the link in the email that you’re sent after you’re onboarded to change your password so you can log in for the first time.

As a reviewer, review the details of a work order task. If the details are sufficient, you can close the task. If more information is required, send the task back to the agent so they can add the requested details.

Planned work schedules are implemented regularly using the Planned Maintenance Nightly Run scheduled job. Planned work schedules are executed whenever it's meter, duration, script, or condition criteria meets.

Planned work schedules mainly run using the Planned Maintenance Nightly Run scheduled job. However, you can make the schedule to run immediately or change the date when a schedule should run, if needed.

Save a task to review it or check on it later.

Use search to quickly find work order tasks, field service agents, assignment groups, or territories.

Accept or reject a work order task assigned to you through the Field Service Contractor for mobile application.

The Field Service with Service Locations feature adds options to provide an ad-hoc location when creating a work order or work order task on ServiceNow AI Platform, Agent Workspace, or Customer Service Portal.

Configure criteria to determine which closed work order tasks qualify for review, enhancing efficiency and maintaining high service standards.

Configure the work order templates to fetch data from a source table to populate fields in a work order form while creating a work order. The source table can be case, incident, change, or others depending on the source of origin for a work order.

When work is required, create a work order to provide information for the Field Service agents to fulfill the request. Create work order tasks to break down the tasks required to complete the work order.

Template management enables you to create standalone work order task templates and link them to different work order templates. This enables the work order templates to identify an appropriate task and create it for different work orders based on the defined filtering conditions.

Configure work plans and associate it with task plan templates.

Customers can digitally sign and confirm work orders that are closed with the Closed Complete or Closed Incomplete state.

SLAs determine when work on a work order or work order task should be complete. SLAs are important because they keep work orders on schedule. For example, you may have a contractual obligation to complete any break/ fix work orders tasks within a certain time. You can use SLA to make sure the contractual obligation is met.

View all transfer order lines for the parts that are requested by you.

Source parts from your preferred stockrooms or assignment groups to ensure work order tasks are completed promptly.

Get the parts you need to complete the tasks.

Create and view Sidebar discussions on the Mobile Agent application.

Examine the linear asset specified in the work order task to pinpoint or select segments or areas in need of attention or maintenance, and generate a corresponding work order.

The business rules, client scripts, and UI actions that the system creates automatically to perform custom transitions exist only while the state flow records that use them are present.

Your business processes might require work order tasks to be accepted automatically when dispatched to an agent.

You can define controls for individual fields that are enforced when a record transitions between states.

A dictionary override in a state flow defines the starting state for all new records in a specific table. You set an override in tables that extend a base table only, so that your customizations are applied only to the extended table.

You can create a summary of a work order task record using the Now Assist in Virtual Agent directly from the ServiceNow Agent application.

Streamline and optimize maintenance activities by suppressing duplicate planned work tasks when different schedules overlap.

Accept a work order task if you are ready to work on that task. Reject the task and provide a reason if you cannot work on that task.

How to access the SLA map.

Cancel a work order if the work is no longer necessary or if it is a duplicate of another work order.