ServiceNow FSM/CSM: 'Parent' Field Not Copied from Work Order to Work Order Task
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Question
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The field 'parent' in CSM/FSM Configurable Workspace is not copied from Work Order to Work Order Task.
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Explanation
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By default, in Customer Service Management (CSM) and Field Service Management (FSM), when Work Orders (wm_order) generate Work Order Tasks (wm_order_task), the 'parent' field is not automatically copied.
This behavior is by design. The Work Order Task creation process—driven by FSMTaskGenerator or WorkOrderTaskUtils—only maps specific fields. The 'parent' field is intentionally excluded because:
- It represents hierarchical task-to-task relationships, not Work Order-to-Task links.
- Work Orders and Work Order Tasks are different tables, so copying 'parent' could create invalid references.
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Why It Happens
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- The task generation logic uses a field mapping script or template that excludes the 'parent' field.
- Even though both tables contain a 'parent' field, FSM treats them differently.
- Prevents data inconsistency and unintended parent-child loops.
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Solutions
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Option 1 — Extend Field Mapping (Script Include)
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1. Clone or extend the FSMTaskGenerator Script Include.
2. Override the copyFields() method to include:
taskRecord.parent = workOrder.parent;
3. Register your custom Script Include via system property:
com.snc.fsm.task_generator.class_name
Option 2 — Business Rule (Recommended, Simple)
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Table: wm_order_task
When: Before Insert
Condition: current.parent.nil()
Script:
(function executeRule(current, previous /*null when async*/) {
if (!current.parent && current.wm_order) {
var wo = new GlideRecord('wm_order');
if (wo.get(current.wm_order))
current.parent = wo.parent;
}
})();
This ensures the Parent field is copied from the originating Work Order to its tasks safely.
Option 3 — Flow Designer (No-Code)
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1. Trigger: Work Order Task created
2. Action: Lookup Record → Work Order (current.wm_order)
3. Action: Update Record → Set Parent = Lookuped Work Order.Parent
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Best Practice
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- Keep 'parent' for task-to-task relationships.
- Use 'wm_order' reference for grouping tasks under a Work Order.
- Use visual components in Configurable Workspace to show hierarchy instead of copying parent values directly.
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Summary
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| Issue | Cause | Solution |
|--------|--------|-----------|
| Parent not copied | Not mapped in generation logic | Add BR or extend Script Include |
| Workspace view empty | Expected behavior | Populate via BR or Flow |
| Data integrity | Protected by design | Maintain clean parent/child links |
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Final Answer
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The 'Parent' field is not copied from Work Order to Work Order Task because it is excluded from default FSM field mappings. To propagate it, implement a Business Rule or custom Script Include override to safely copy the field from the parent Work Order.
