What’s the FSM Plugin?

[Mary]

Hello

i I see alot of FSM plugins 

can someone tell me what’s the latest parent plugin?

[shrikanthG]

Thanks for the response @Raksha125 .
In my PDI I'm unable to see the assignment groups and agents in Dispatcher workspace also Assignment groups and agents in workspace Aswell. I came to know to access them we need- com.snc.workforce_management  and com.sn_fsm.workforce_optimization -can't we access the above-mentioned features without these, as they are not available in PDI plugins or those are paid ones? requires licensed version.
To learn the FSM especially these work assignment, agents, dispatchers and maps is there any way to access them if it's not licensed.

[Raksha125]

Hi @shrikanthG  ,

@Joshua Chen FX  is absolutely right about plugins. In order to see the details in dispatcher workspace, you need few steps to follow:

1. make sure the demo data is loaded in system related to FSM, if not do it.

2. in order to access dispatcher workspace, you need to impersonate with one of the dispatcher personas as even for admins it doesn't allow.

3. select the assignment group from the list on top left of the dispatcher workspace to see the details

4. in addition, as Joshua rightly said, you need to create agent schedule to see availability on dispatcher workspace. 

[shrikanthG]

Thanks for that..As u suggest I’ve created a user in my ServiceNow instance, assigned all the necessary roles, and impersonated that user. I am now able to access the Dispatcher Workspace and other FSM workspaces.

Next, I want to understand how Predictive Intelligence works in FSM, specifically for inventory management.

My use case is:

• When a Work Order is created, Predictive Intelligence should suggest the required parts/tools automatically.
• The system should help with auto-assigning parts from stock (truck inventory, warehouse, or nearby technician).
• Ideally, it should also recommend the best agent/technician for the job based on parts availability and skills.

Could someone guide me with step-by-step instructions on:

1. How to set up Predictive Intelligence for FSM Work Orders.
2. How to connect it with Inventory Management so parts are auto-suggested.
3. How to extend it for agent assignment.
4. Any tips or examples on how this looks in Dispatcher Workspace.

[Joshua Chen FX]

hi shrikanthG, all your questions are answered in the nowlearning for FSM or the sndocumentation...

i suggest you take a look

[Raksha125]

@shrikanthG Thanks for the detailed follow-up! Really glad to hear that you were able to access the Dispatcher Workspace successfully after following the steps.

If my responses have been helpful, I’d really appreciate it if you could mark them as Helpful or Correct. It not only helps others in the community find the right answers faster but also encourages more collaborative learning and growth for everyone here. 😊

Regarding Predictive Intelligence in FSM

Based on your use case, I don’t think Predictive Intelligence is strictly required unless you're specifically looking to analyze historical data and predict parts/tools usage based on patterns.

Most of what you described—like auto-assigning parts from inventory and recommending the best technician—can be effectively handled using:

• Dynamic Scheduling: for technician assignment based on skills, location, and availability.
• Auto Assignment Engine: for assigning tasks and parts based on predefined rules.
• Inventory Management: for checking and reserving parts from truck stock, warehouse, or nearby technicians.

Predictive Intelligence becomes valuable when you want the system to learn from past work orders and suggest parts/tools automatically at the time of work order creation. That requires model training and solution definitions, which is a more advanced setup.

You can also find detailed guidance and examples in the official ServiceNow documentation—it’s a great resource to dive deeper into setup and best practices.

And again—if this answer helped you, please don’t forget to mark it as Helpful. It really supports the community and helps others find the right guidance faster. 🙌