How to create Work Orders and Service Appointments in ServiceNow FSM?

[RohitPapann]

Hi Team,

I am working on a use case where a technician needs to be scheduled to resolve customer issues at their site. From what I understand, this involves using Field Service Management (FSM) to:

• Create Work Orders

• Assign Service Appointments

• Dispatch technicians based on location, skills, and availability

Can you guide me step by step on how to set this up in ServiceNow?
👉 Do I need to install/activate any specific plugins first?
👉 How do I configure Work Orders and link them with Service Appointments?
👉 How is dispatching managed in FSM (auto vs manual)?

Any detailed explanation or reference documentation would be really helpful.

Thanks in advance!

[Sanjay191 · Accepted solution]

Hi @RohitPapann 

First you need to install the Field Service Management Plugin For the work order 
you can use the dynamic scheduling or assignment rule or AWA what you want to use to assign the work order to the Service Appointments group . you can hadle the dispatching  through manual or auto. if you want to auto then you can use the routing rules and all and if you want to munual you can handle munaully as well

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.
Thank You!!