FSM Roles and Field Service SM Config not existing

[ItayB]

Hello Community,

I’m working on a Field Service Management (FSM) implementation and ran into an issue in a customer development instance.

FSM works correctly in my work instance, but in the customer instance I’m seeing the following problems:

• All FSM plugins are installed, and I ran Repair on all of them.

• Standard FSM roles such as wm_agent, wm_admin, wm_dispatcher, etc. do not exist.

• I cannot create these roles manually – I get an “invalid update” error.

• The Field Service record is missing from the sm_config table (it exists in my work instance).

Because of this, FSM does not seem to be fully initialized in the customer instance.

Has anyone encountered this before?

• What could prevent FSM roles from being created after plugin installation?

• What could cause the Field Service entry to be missing from sm_config?

• Is there a recommended way to properly initialize FSM in a new instance (roles, config records, dependencies)?

• How can i add the roles of the FSM to my customer instance ?

Additionally, when I search in the sys_user_role table for roles starting with wm*, the system indicates that 13 records are found, but the list view remains empty and no records are displayed. I’ve already checked for Business Rules that modify the query and reviewed ACLs on sys_user_role, but none of them seem to be the cause.

Any insights or troubleshooting steps would be greatly appreciated.

Thanks!

[wilyw]

Hello,

I’m currently working on a Field Service Management (FSM) implementation and have encountered several issues in a customer development instance. While FSM functions correctly in my own work instance, the customer instance shows multiple problems. All FSM plugins are installed, and I’ve run Repair on all of them, but standard FSM roles such as wm_agent, wm_admin, wm_dispatcher, etc., are missing. Attempts to create these roles manually result in an “invalid update” error. Additionally, the Field Service record is absent from the sm_config table, whereas it exists in my work instance, suggesting that FSM has not been fully initialized. I’m unsure what might prevent FSM roles from being created after plugin installation or why the Field Service entry is missing from sm_config. Is there a recommended procedure to properly initialize FSM in a new instance, including roles, configuration records, and dependencies? Furthermore, when searching the sys_user_role table for roles starting with wm*, the system reports 13 records found, but the list view displays no records. I have already reviewed Business Rules and ACLs on sys_user_role, but neither appears to be causing the issue. Any guidance on how to properly add FSM roles and fully initialize FSM in the customer instance would be greatly appreciated.

Best Regards

[ItayB]

You just wrote agine my problem 

[AbinC]

HI @ItayB ,

Even when i faced similar issues with my customer instance even though i tried to repair them it wouldn't work so i went ahead and raised a HI case with servicenow team request you to please raise a HI case to get this issue fixed 

if you found this helpful, please do mark it as a solution

thanks,

Abin

[Dr Atul G- LNG]

Hi @ItayB 

Log a Now support case.