Optimizing Operations with ServiceNow FSM : Code Examples and Real-World Use Cases

[Shreya Wani]

Introduction
ServiceNow’s Field Service Management (FSM) module streamlines the management of field services, from dispatching to tracking and completing work orders. This powerful tool enhances efficiency and customer satisfaction by automating processes, ensuring the right technician is assigned, and providing real-time visibility into field operations. In this article, we’ll dive into code examples and explore use cases for FSM in industries such as daily maintenance, healthcare, and manufacturing.

Setting Up Field Service Management

To get started with FSM, you’ll need to configure a few key components:

1. Work Orders: Represent tasks or services that field agents perform.
2. Dispatch Console: A tool for dispatchers to assign and track work orders.
3. Mobile App: For field agents to access tasks and log updates in real time.

Code Example 1: Creating a Work Order via Script

You can automate the creation of work orders using a server-side script. Below is an example script to create a work order when a customer requests a service through the portal.

// Script to create a Work Order 
var workOrder = new GlideRecord('wm_order'); 
workOrder.initialize(); 
workOrder.setValue('short_description', 'Equipment Repair - Air Conditioner'); 
workOrder.setValue('priority', 2); // Medium Priority 
workOrder.setValue('state', 'New'); 
workOrder.setValue('assigned_to', 'technician_user_id'); 
workOrder.setValue('location', 'customer_location_id'); 
workOrder.insert();​

Explanation:

• The script initializes a new record for the wm_order table.
• We set various fields like short_description, priority, and assigned_to.
• Finally, the record is inserted, creating a new work order.

Code Example 2: Automating Technician Assignment with Flow Designer

ServiceNow Flow Designer can be used to automate technician assignment based on availability, skillset, and proximity to the location. Here’s how you can set up a flow:

1. Trigger: Work Order created.
2. Conditions: Check the type of service and the location.
3. Action: Assign the best available technician using the ‘Find Technician’ action.

// Sample action to find and assign technician 
var technician = new GlideRecord('wm_agent'); 
technician.addQuery('active', true); 
technician.addQuery('skills', current.skill_required); 
technician.query(); 
if (technician.next()) 
{ 
current.setValue('assigned_to', technician.sys_id); 
}​

Use Case 1: Daily Maintenance in Commercial Buildings

In commercial building management, FSM can be used to manage regular maintenance tasks:

• Routine Inspections: Automatically create work orders for HVAC system inspections or elevator maintenance.
• Breakdown Response: When a breakdown is reported, a work order is automatically created and dispatched to the nearest technician with the required skill set.

By integrating FSM with IoT sensors, service managers can receive real-time alerts when equipment malfunctions, triggering automatic work order creation.

Use Case 2: Healthcare Industry

In healthcare, timely maintenance of medical equipment is critical. FSM ensures that hospitals have efficient maintenance and repair processes in place:

• Medical Equipment Maintenance: Automate work orders for regular calibration and testing of equipment like MRI machines, ensuring compliance with healthcare regulations.
• On-Demand Repairs: When a piece of equipment fails, the system identifies and dispatches the nearest qualified technician based on availability and the urgency of the situation.

This proactive approach minimizes equipment downtime, ensuring uninterrupted patient care and compliance with safety standards.

Use Case 3: Manufacturing Industry

Manufacturers use FSM for both preventive and reactive maintenance:

• Production Line Maintenance: Work orders are automatically generated based on production schedules to perform maintenance checks on machines.
• Inventory and Parts Management: FSM integrates with inventory systems to ensure that technicians have the necessary parts and tools before arriving at a site.

Code Example 3: Integrating FSM with Inventory Management

To check the availability of parts before assigning a work order, you can use a script like the one below:

// Script to check inventory before assigning a work order 
var inventory = new GlideRecord('cmdb_ci'); 
inventory.addQuery('category', 'spare_parts'); 
inventory.addQuery('name', 'Replacement Motor'); 
inventory.query(); 
if (inventory.next() && inventory.stock_quantity > 0) 
{ 
var workOrder = new GlideRecord('wm_order'); 
workOrder.get('sys_id_of_work_order'); 
workOrder.setValue('part_available', true); 
workOrder.update(); 
} 
else 
{ 
gs.addInfoMessage('Part not available in stock.'); 
}​

Explanation:

• The script checks the inventory table (cmdb_ci) for the required part.
• If available, it updates the work order, indicating that the part is in stock.

Conclusion
ServiceNow’s Field Service Management module is a versatile tool that can be tailored to various industries and scenarios. From managing routine maintenance in buildings to ensuring the smooth operation of healthcare facilities and manufacturing plants, FSM improves service delivery, reduces downtime, and enhances customer satisfaction. By using automation scripts and Flow Designer, businesses can further optimize their field operations, making FSM an invaluable asset.
Whether you’re in building management, healthcare, or manufacturing, FSM offers solutions that not only streamline operations but also provide insights for continuous improvement.