Key tables for Field Service Management

[SB87]

Field Service Management seems like a complex area, consisting of 15 applications that let you transform how you manage work tasks performed on location.

My task is to try and identify some of the key tables used by FSM for external reporting purposes e.g. stuff like how a field technician perform, number of tasks assigned by group, etc.

I have attempted to identify some of the key tables myself, but I'm not confident and feel that I am missing many. Is anyone able to suggest what tables I should be looking at closer?

1. Task [task] - This table is the base table for tasks in ServiceNow, including field service tasks. It contains fields such as assignment group, short description, and status.

2. Work Order [wm_order] - This table stores information about work orders, which are typically used in field service management to track and manage service requests. It contains fields such as priority, description, and assignment group.

3. Assignment Group [sys_user_group] - This table stores information about groups of users who are assigned to work on tasks and work orders. It includes fields such as name and description.

4. Schedule [cmn_schedule] - This table stores information about schedules used in field service management, including service schedules, resource schedules, and work schedules. It includes fields such as name, description, and time zone.

5. Configuration Item [cmdb_ci] - This table stores information about configuration items, which are assets that are part of an organization's IT infrastructure. In field service management, this table can be used to track the location and status of assets that are being serviced.

6. Service Contract [m2m_contract] - This table stores information about service contracts, including the customer, contract type, and contract duration. This table is used in field service management to manage service level agreements and track contract renewals.

7. Service Offering [u_service_offering] - This table stores information about service offerings, which are specific services that an organization offers to its customers. In field service management, this table can be used to track the availability and pricing of different service offerings.

8. Service Level Agreement [contract_sla] - This table stores information about service level agreements (SLAs), which are agreements between a service provider and a customer that define the level of service that will be provided. In field service management, this table can be used to track SLA compliance and ensure that service requests are being handled according to agreed-upon standards.

Kind regards,
Sal