FSM Agents using Workspaces

[sk4408bc]

In FSM, if Agents cannot have access to mobile devices for various reasons, which Workspace should they be using to update completion of their tasks please? OR should they be only using UI16(Next Experience)?

[Sarthak Kashyap]

Hi @sk4408bc ,

If field agents can’t use mobile devices, they don’t have to rely on the Mobile App. They can still complete their work from a desktop. The best option is to use the FSM/Agent Workspace, since it’s designed specifically for technicians — they can see their assigned work orders, update status, add notes, and close tasks all from one place.

If your organization hasn’t rolled out the FSM Workspace yet, then the standard UI (UI16/Next Experience) in a browser also works fine for updating and completing their tasks. It just isn’t as streamlined as the workspace view.

So in short — FSM Workspace if available, otherwise the regular UI in a desktop browser will do the job.

Please mark my answer correct and helpful if this works for you

Thanks and Regards,

Sarthak

[sk4408bc]

Hey @Sarthak Kashyap 
Thanks for your reply. But I tried impersonating as an FSM Agent in the CSM/FSM Configurable Workspace and I do not find the buttons like Accept, Reject, which I am able to see in the UI16.
I am not sure how to make the CSM/FSM Configurable Workspace work for FSM Agents/Technicians, too?

  

[Joshua Chen FX]

hi @sk4408bc , ignore  his  response, its false information and probably AI generated/hallucinations.

 csm/fsm config workspace is not built for technician - nothing OOTB.

For example, the button in the mobile like start travel, start work, are not available OOTB in csm/fsm configuble workspace. You can certainly config these UI actions in the CSM/FSM workspace if you want if for some x reasons your technicians dont use phones or tablets. I have had customers who requested that we replicate the mobile experience (such as buttons) in the csm/fsm config workspace and UI16. They gave flexibility to end users to decide UI16 or CSM/FSM config workspace. 

 if there is no reason for you to direct technicians to csm/fsm workspace (eg they are also itil users), then UI16 works fine. Save you development effort.