Hello @Tdennis ,
Yes, it is possible to allow users to submit work orders via the Virtual Agent in ServiceNow. You can configure the Virtual Agent to ask users for specific details about their request and then create a work order record in ServiceNow based on that information.
To enable this functionality, you will need to create a custom conversation flow in the Virtual Agent designer that prompts the user for information needed to create a work order record. This may include fields such as requester name, contact information, description of the issue, priority level, and any other relevant details.
Once all the required information has been gathered from the user, you can use ServiceNow's APIs to automatically create a new work order record in your instance. The new work order record will contain all the relevant details provided by the user through the Virtual Agent.
Yes, that is correct. Field Service Management (FSM) can only be used in the Customer Service Management (CSM) or FSM workspace in ServiceNow. This means that if you want to use FSM functionality such as work orders, dispatching, and scheduling, you will need to have either the CSM or FSM application installed and configured in your instance of ServiceNow.
Thanks
Amarjeet Pal
