In Field Service Management, outsourced service providers should be a contact or an user?

[Community Alums]

In Field Service Management, outsourced service providers or third party contractors should be added as a contact or an user?

[Lelani Prevost]

Have you looked at the top on configuring contractor capabilities in the FSM docs?
https://docs.servicenow.com/bundle/washingtondc-field-service-management/page/product/field-service-...

[Community Alums]

Hi Lelani, yes in that case the class of the user is Service Organization External Staff. But we have already few contacts in our system whom we want to onboard as agents but since they are already added as contacts we are unable to onboard them since the mailid is same. Please suggest what can be done in that situation?

[Lelani Prevost]

Hi Rituparna, An FSM writer checked with the dev team to see if there is any more guidance that we can provide in our documentation. There's a limit to what external users or contractors can see that's not the same as agents. As you have a very specific context for access, someone from the Community who has implementation experience would be best to advise. Our content team is not able to provide guidance on custom setup.

[Dejan]

Hi there,

Change the user record's class to Service Organization External Staff, populate the Service Organization on the record, and add them to the assignment group(s). Review their roles and ensure they have the correct access.