field-service

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" },
])