Field Service Management for ServiceNow

Field Service Management (FSM) manages work orders, technician dispatch, and mobile field operations.

FSM Architecture

Work Order (wm_order) ├── Work Order Tasks (wm_task) │ ├── Time Entries │ └── Parts Used ├── Asset/CI └── Location

Dispatch ├── Scheduling └── Route Optimization

Key Tables

Table Purpose

wm_order

Work orders

wm_task

Work order tasks

wm_resource

Field technicians

wm_schedule_entry

Schedule entries

wm_territory

Service territories

Work Orders (ES5)

Create Work Order

// Create work order (ES5 ONLY!) var workOrder = new GlideRecord("wm_order") workOrder.initialize()

// Basic info workOrder.setValue("short_description", "HVAC repair - Building A") workOrder.setValue("description", "AC unit not cooling properly") workOrder.setValue("priority", 2)

// Classification workOrder.setValue("work_order_type", "repair") workOrder.setValue("category", "hvac")

// Location workOrder.setValue("location", locationSysId) workOrder.setValue("cmdb_ci", hvacUnitCISysId)

// Customer/Contact workOrder.setValue("account", customerAccountSysId) workOrder.setValue("contact", contactSysId)

// Scheduling var scheduledStart = new GlideDateTime() scheduledStart.addDaysLocalTime(1) workOrder.setValue("scheduled_start", scheduledStart)

// Assignment workOrder.setValue("assignment_group", fieldServiceGroupSysId)

// SLA workOrder.setValue("sla", slaDefinitionSysId)

workOrder.insert()

Work Order Tasks

// Create work order tasks (ES5 ONLY!) function createWorkOrderTasks(workOrderSysId, tasks) { var createdTasks = []

for (var i = 0; i < tasks.length; i++) { var task = new GlideRecord("wm_task") task.initialize() task.setValue("work_order", workOrderSysId) task.setValue("short_description", tasks[i].description) task.setValue("order", (i + 1) * 100)

// Estimated duration
task.setValue("estimated_duration", tasks[i].duration)

// Skills required
if (tasks[i].skills) {
  task.setValue("skills", tasks[i].skills)
}

// Parts needed
if (tasks[i].parts) {
  task.setValue("u_parts_required", tasks[i].parts)
}

var taskSysId = task.insert()
createdTasks.push({
  sys_id: taskSysId,
  number: task.getValue("number"),
})

}

return createdTasks }

// Example createWorkOrderTasks(workOrderSysId, [ { description: "Diagnose AC unit", duration: "01:00:00", skills: "hvac_certified" }, { description: "Replace compressor", duration: "02:00:00", parts: "COMP-AC-001" }, { description: "Test and verify", duration: "00:30:00" }, ])

Technician Management (ES5)

Create Resource Profile

// Create field technician profile (ES5 ONLY!) var resource = new GlideRecord("wm_resource") resource.initialize()

// Link to user resource.setValue("user", userSysId)

// Skills resource.setValue("skills", "hvac_certified,electrical,plumbing")

// Territory resource.setValue("territory", territorySysId)

// Availability resource.setValue("work_schedule", scheduleId)

// Vehicle/Equipment resource.setValue("vehicle", vehicleCISysId)

// Active resource.setValue("active", true)

resource.insert()

Check Technician Availability

// Get available technicians for time slot (ES5 ONLY!) function getAvailableTechnicians(scheduledStart, scheduledEnd, requiredSkills, territory) { var available = []

// Get all active technicians in territory var resource = new GlideRecord("wm_resource") resource.addQuery("active", true) if (territory) { resource.addQuery("territory", territory) } resource.query()

while (resource.next()) { // Check skills if (requiredSkills && !hasRequiredSkills(resource, requiredSkills)) { continue }

// Check availability
if (!isAvailable(resource, scheduledStart, scheduledEnd)) {
  continue
}

var user = resource.user.getRefRecord()
available.push({
  resource_sys_id: resource.getUniqueValue(),
  user_sys_id: user.getUniqueValue(),
  name: user.getDisplayValue(),
  skills: resource.getValue("skills"),
  territory: resource.territory.getDisplayValue(),
})

}

return available }

function hasRequiredSkills(resource, requiredSkills) { var techSkills = resource.getValue("skills").split(",") var required = requiredSkills.split(",")

for (var i = 0; i < required.length; i++) { if (techSkills.indexOf(required[i].trim()) === -1) { return false } } return true }

function isAvailable(resource, start, end) { // Check for conflicting assignments var assignment = new GlideRecord("wm_schedule_entry") assignment.addQuery("resource", resource.getUniqueValue()) assignment.addQuery("start", "<", end) assignment.addQuery("end", ">", start) assignment.query()

return !assignment.hasNext() }

Dispatch & Scheduling (ES5)

Assign Work Order

// Dispatch work order to technician (ES5 ONLY!) function dispatchWorkOrder(workOrderSysId, resourceSysId, scheduledStart, scheduledEnd) { // Create schedule entry var schedule = new GlideRecord("wm_schedule_entry") schedule.initialize() schedule.setValue("work_order", workOrderSysId) schedule.setValue("resource", resourceSysId) schedule.setValue("start", scheduledStart) schedule.setValue("end", scheduledEnd) schedule.setValue("state", "scheduled") schedule.insert()

// Update work order var wo = new GlideRecord("wm_order") if (wo.get(workOrderSysId)) { wo.setValue("assigned_to", getResourceUser(resourceSysId)) wo.setValue("scheduled_start", scheduledStart) wo.setValue("scheduled_end", scheduledEnd) wo.setValue("state", "assigned") wo.update() }

// Notify technician gs.eventQueue("wm.work_order.assigned", wo, resourceSysId, "")

return schedule.getUniqueValue() }

Auto-Dispatch

// Auto-dispatch to best available technician (ES5 ONLY!) function autoDispatch(workOrderSysId) { var wo = new GlideRecord("wm_order") if (!wo.get(workOrderSysId)) { return { success: false, message: "Work order not found" } }

// Get requirements var scheduledStart = new GlideDateTime(wo.getValue("scheduled_start")) var estimatedDuration = wo.getValue("estimated_duration") || "02:00:00"

var scheduledEnd = new GlideDateTime(scheduledStart) var durationParts = estimatedDuration.split(":") scheduledEnd.addSeconds( parseInt(durationParts[0], 10) * 3600 + parseInt(durationParts[1], 10) * 60 + parseInt(durationParts[2], 10), )

var requiredSkills = wo.getValue("u_required_skills") var location = wo.location.getRefRecord() var territory = location.getValue("u_territory")

// Find available technicians var available = getAvailableTechnicians(scheduledStart, scheduledEnd, requiredSkills, territory)

if (available.length === 0) { return { success: false, message: "No available technicians" } }

// Select best match (first available, could add routing optimization) var bestMatch = available[0]

// Dispatch var scheduleId = dispatchWorkOrder(workOrderSysId, bestMatch.resource_sys_id, scheduledStart, scheduledEnd)

return { success: true, technician: bestMatch.name, schedule_id: scheduleId, } }

Mobile Field Service (ES5)

Update Work Order Status (Mobile)

// Update from mobile app (ES5 ONLY!) function updateWorkOrderFromMobile(workOrderSysId, statusUpdate) { var wo = new GlideRecord("wm_order") if (!wo.get(workOrderSysId)) { return { success: false, message: "Work order not found" } }

// Update state if (statusUpdate.state) { wo.setValue("state", statusUpdate.state)

if (statusUpdate.state === "work_in_progress") {
  wo.setValue("actual_start", new GlideDateTime())
} else if (statusUpdate.state === "closed_complete") {
  wo.setValue("actual_end", new GlideDateTime())
}

}

// Add work notes if (statusUpdate.notes) { wo.work_notes = statusUpdate.notes }

// Update location (GPS) if (statusUpdate.latitude && statusUpdate.longitude) { wo.setValue("u_technician_latitude", statusUpdate.latitude) wo.setValue("u_technician_longitude", statusUpdate.longitude) }

wo.update()

return { success: true } }

Record Time Entry

// Record technician time (ES5 ONLY!) function recordTimeEntry(workOrderSysId, timeData) { var entry = new GlideRecord("time_card") entry.initialize()

entry.setValue("task", workOrderSysId) entry.setValue("user", gs.getUserID()) entry.setValue("type", timeData.type) // work, travel, break

entry.setValue("start_time", timeData.startTime) entry.setValue("end_time", timeData.endTime)

// Calculate duration var start = new GlideDateTime(timeData.startTime) var end = new GlideDateTime(timeData.endTime) var duration = GlideDateTime.subtract(start, end) entry.setValue("duration", duration)

// Notes entry.setValue("comments", timeData.notes)

return entry.insert() }

MCP Tool Integration

Available Tools

Tool Purpose

snow_query_table

Query FSM tables

snow_execute_script_with_output

Test FSM scripts

snow_find_artifact

Find configurations

Example Workflow

// 1. Query open work orders await snow_query_table({ table: "wm_order", query: "state!=closed_complete^state!=cancelled", fields: "number,short_description,location,scheduled_start,assigned_to", })

// 2. Find available technicians await snow_execute_script_with_output({ script: var available = getAvailableTechnicians( new GlideDateTime(), new GlideDateTime().addHours(2), 'hvac_certified', null ); gs.info(JSON.stringify(available)); , })

// 3. Get technician schedule await snow_query_table({ table: "wm_schedule_entry", query: "resource.user=technician_user_id^startONToday", fields: "work_order,start,end,state", })

Best Practices

• Skills Matching - Match technician skills to requirements

• Territory Planning - Optimize service areas

• Route Optimization - Minimize travel time

• Mobile-First - Design for field use

• Real-Time Updates - GPS and status tracking

• Parts Management - Track inventory

• Time Tracking - Accurate time entries

• ES5 Only - No modern JavaScript syntax