- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
3 weeks ago
Hi,
I need some guidance regarding automatically creating a work order from an incident. I understand there is a UI action available to do this, but I would like to know if there is any out-of-the-box logic that I can leverage.
While searching, I saw references to the script include (sn_fsm.workOrderCreation), but it is not visible in my instance or in our company instance. I want to mention that we have already installed all the related plugins.
Thanks in advance for your help.
Solved! Go to Solution.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
3 weeks ago
@Bh53g ok, sorry for bringing that up, just to be sure...
To your question, you want to create a WO from an incident - do you have any specific conditions? When the WO shall be created and when not? I guess you don't want to create a WO from ALL the incidents, would that be category or some other specific values?
That can be achieved via Flow Designer, Business rule, and other methods... depending on your development strategy and conventions as well as your personal preferences
/* If my response wasn’t a total disaster ↙️ ⭐ drop a Kudos or Accept as Solution ✅ ↘️ Cheers! */
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
3 weeks ago
Hi @Bh53g,
You’re trying to automatically create a Work Order from an Incident and are wondering if there’s any out-of-the-box (OOB) logic for it. You found references to the sn_fsm.workOrderCreation script include but can’t locate it even though all FSM-related plugins are installed.
Here’s the clarification:
ServiceNow provides UI Actions (like Create Work Order) to manually generate a Work Order from an Incident, but there’s no OOB automation logic that triggers this automatically.
The sn_fsm.workOrderCreation script include you saw is an internal helper used by the Create Work Order UI Action. It’s not customer-visible or editable, which is why you can’t find it.
If you want automation, you’ll need to create your own Flow or Business Rule that calls sn_fsm.WorkOrderCreation (if accessible) or replicates its logic — typically copying fields from the Incident and creating the Work Order record.
✅ In short:
No OOB auto-creation logic exists. The referenced script include is system-internal. To automate, build a custom Flow or Script leveraging FSM APIs.
If you find my answer helpful then please accept it as solution and mark it helpful.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
3 weeks ago
Thanks for this good information. It is very helpful. Thanks
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
3 weeks ago
If any other information is needed, do contact. Will help in whatever way possible.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
3 weeks ago
-- ServiceNow Field Service Management (FSM) provides a number of out-of-the-box features and configurations, but it does not include automatic record creation for certain actions (such as creating incidents, tasks, etc.) based on FSM triggers. This type of automation, where a record is automatically created based on specific FSM conditions, typically requires customization.
-- Some Script Includes are meant for internal ServiceNow use and might be hidden from users. For these, we may not be able to access them
