Track FSM Agent location history

[anishkuti]

The requirement is to provide real‑time tracking of field agents’ locations and maintain a historical log of all locations visited by each agent. This location history should be stored securely and made available for integration with external systems responsible for calculating agent incentives. Additionally, managers should have access to a dedicated interface that allows them to view and monitor the complete location history of the agents under their supervision. How this can be achieved using ServiceNow FSM

[Tanushree Maiti]

Here is Servicenow's guidance how to track Field agent's location.

https://www.servicenow.com/docs/r/yokohama/field-service-management/customer-experience-for-field-se...

[Sneha KH]

Hello @anishkuti ,
1. Enable geolocation plugin

2. Download now agent and log in as an agent. Then, in settings enable location tracking option.

3. In agent location history map under dispatching, you can view it.

4. For integration, use import sets by importing table of agent location history and use it for calculating agent incentives. Or else use REST API's.

5. For manager's view, use Workforce Optimization to monitor agents or if you want to see current location of an agent, use dispatcher workspace.
For agent location history map viewing, you can refer ServiceNow doc. View agent location history map • Zurich Field Service Management • Docs | ServiceNow