question Re: What’s the FSM Plugin? in Field Service Management forum

What’s the FSM Plugin?

Mary — Thu, 28 Mar 2024 17:03:05 GMT

Hello

i I see alot of FSM plugins

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

Re: What’s the FSM Plugin?

Marcos Kassak — Fri, 29 Mar 2024 03:30:33 GMT

Hi @Mary ,

To activate FSM you may want to search for com.snc.work_management, as described here:

https://docs.servicenow.com/bundle/tokyo-field-service-management/page/product/planning-and-policy/task/t_ActivateFieldServiceManagement.html

If you want to know the additional plugins and a description about them:

https://docs.servicenow.com/bundle/tokyo-field-service-management/page/product/field-service-management/reference/field-service-additional-plugins.html

If you found my answer helpful or correct ✔️ in any way, please don't forget to mark it to help future readers! 👍

Kind regards,

Marcos Kassak
Solution Consultant 🎯

Re: What’s the FSM Plugin?

Community Alums — Fri, 29 Mar 2024 06:28:22 GMT

Hi @Mary ,

It's "Field Service Management (field_service_management)"

Re: What’s the FSM Plugin?

Donald DJA — Wed, 03 Apr 2024 09:52:27 GMT

Hi @Mary ,

you can found more information here : nowcreate for FSM plugin

Please mark the last response as correct answer and helpful, This may help other community users to follow correct solution.
Regards,

Hope it helps!

Donald DJA

Re: What’s the FSM Plugin?

Raksha125 — Wed, 03 Apr 2024 10:30:54 GMT

Hi @Mary ,

To access our comprehensive Field Service Management (FSM) solution, you'll need to download the dedicated FSM plugin(field_service_management). This plugin not only activates the FSM functionality but also integrates seamlessly with associated plugins. Upon installation, you'll gain access to essential features tailored for efficient field service operations, including scheduling, dispatching, and inventory management. Additionally, the FSM plugin may offer demo data and unlock various advanced features, enhancing your overall experience and enabling you to deliver top-notch service with ease.

Re: What’s the FSM Plugin?

shrikanthG — Fri, 15 Aug 2025 16:32:27 GMT

Hi @Raksha125

I’m setting up FSM in my PDI but can’t find the Work Management menu (Skills, Qualifications, Territories). Is “Work Management for Field Service” (com.snc.work_management.fsm) a licensed add-on or should it be available in all PDIs? Also, does its availability depend on the ServiceNow version?

Its been days that im trying can any one help me to figure it out.

Re: What’s the FSM Plugin?

Joshua Chen MTL — Tue, 19 Aug 2025 12:43:20 GMT

for territories you need territory management plugin
there is no ''work management'' menu, not sure what you are referring to here. it's under ''field service''
if you have the FSM plugin, you should see these 2 qualificatio nmodules

skills

Re: What’s the FSM Plugin?

Raksha125 — Tue, 19 Aug 2025 13:59:14 GMT

Hi @shrikanthG, in order to access FSM module, you need to install primary plugin "Field Service Management (com.snc.work_management)" to be able to see the skills, Qualification, Dispatch, etc but in order to access territories details, you need to install another plugin called "Field Service Territory Planning(com.snc.fsm_territory_planning)". Both of them are not available in PDI from the start and needs to be installed to use.

I hope I was able to answer your question. Let me know if you have any further doubts.

Re: What’s the FSM Plugin?

shrikanthG — Wed, 20 Aug 2025 04:21:19 GMT

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.

Re: What’s the FSM Plugin?

shrikanthG — Wed, 20 Aug 2025 04:32:26 GMT

Thanks for the response @Raksha125 .
I'm learning FSM in my PDI, but I'm unable to access the assignment groups, agents and others in Dispatcher workspace and workspace, I came to know these

snc.workforce management and fsm.workforce optimizations - are required plugins to access them as they are not available for all the versions or like licensed one. Is there any way to access them to learn FSM

Re: What’s the FSM Plugin?

Joshua Chen MTL — Wed, 20 Aug 2025 13:32:22 GMT

You dont need WFO, and WFO is not available in PDI

You are missing a few configurations
- groups location coverage
- agent work schedule

Setting up your workforce
Setting up Field Service user groups

Re: What’s the FSM Plugin?

Raksha125 — Wed, 20 Aug 2025 14:46:34 GMT

Hi @shrikanthG ,

@Joshua Chen MTL 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.

Re: What’s the FSM Plugin?

shrikanthG — Mon, 25 Aug 2025 13:31:58 GMT

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:

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

Re: What’s the FSM Plugin?

shrikanthG — Mon, 25 Aug 2025 13:33:15 GMT

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.

Re: What’s the FSM Plugin?

Joshua Chen MTL — Mon, 25 Aug 2025 17:19:43 GMT

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

i suggest you take a look

Re: What’s the FSM Plugin?

Raksha125 — Tue, 26 Aug 2025 11:41:19 GMT

@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. 🙌