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" } , ] ) 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