---
sourceDocument: Xanadu Field Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/xanadu/field-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# Roles installed with Field Service Management

# Roles installed with Field Service Management {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read

Roles are added with Field Service Management.
{#r_UserRoleInstallWFieldSrvMgmnt__table_roles__entry__3}

| Role title \[name\] | Description | Contains Roles |
|-|-|-|
| Field Service Management Administrator \[wm_admin\] | Manages data related to field service management. Field service management administrators also can: * Control and override all information in the Field Service Management application. * Delete work orders and tasks. * Create tasks using the Clone Task feature. * Create, edit, and delete work order models and work task models. * Create, edit, and delete incidentals. * View expense lines. * View certain fields in non-subscription-based contracts. * Create questionnaires. * Book an appointment. {#r_UserRoleInstallWFieldSrvMgmnt__ul_bwh_2cs_xr} | * wm_approver_user * fsm_skill_admin * dynamic_scheduling_admin * wm_agent * skill_model_admin * skill_admin * territory_admin * sn_apptmnt_booking.appointment_booking_admin * plan_maint_admin * wm_dispatcher * questionnaire_admin * catalog_admin * wm_qualifier * knowledge_manager * template_admin {#r_UserRoleInstallWFieldSrvMgmnt__ul_sxp_r5b_vlb} |
| Field Service Management Agent \[wm_agent\] | Manages actual task time and performs work on site. Agents also can: * Accept or reject tasks assigned to them. * Add parts requirements. * Source parts. * Create tasks using the Clone Task feature. * Add work notes to work orders and work order tasks. * Submit questionnaires. * Create, edit, and delete incidentals. * View expense lines. * View certain fields in non-subscription-based contracts. * Book an appointment. {#r_UserRoleInstallWFieldSrvMgmnt__ul_al4_wcs_xr} Agents can't update schedule or task window times or toggle the window control. | * wm_basic * skill_user * inventory_user * territory_user * document_management_user * agent_schedule_user * questionnaire_user * sn_apptmnt_booking.appointment_booking_manager * timecard_user * fsm_skill_user {#r_UserRoleInstallWFieldSrvMgmnt__ul_dds_wcs_xr} |
| Field Service Management Approver User \[wm_approver_user\] | Responsible for approving work orders before they're qualified or assigned. | * approver_user * cmdb_read {#r_UserRoleInstallWFieldSrvMgmnt__ul_j55_vgs_xr} |
| Field Service Management Basic \[wm_basic\] | Create work orders and follow up on work orders they had created. Common data access shared by all field service roles. | * task_activity_writer * skill_user * inventory_user * territory_user * wm_read * service_fullfiller * document_management_user * fsm_skill_user {#r_UserRoleInstallWFieldSrvMgmnt__ul_rsc_1hs_xr} |
| Field Service Management Dispatcher \[wm_dispatcher\] | Schedules tasks, adds parts, and assigns tasks to work agents. Dispatchers also can: * Create tasks. * Add part requirements. * Source parts. * Edit all work order task fields and manage tasks from Draft to Assigned status. * Edit the Assigned to field until work starts. * Create tasks using the Clone Task feature. * Set actual travel time and work start and end times if needed. * Add work notes to any field service record. * Create, edit, and delete incidentals. * View expense lines. * View certain fields in non-subscription-based contracts. {#r_UserRoleInstallWFieldSrvMgmnt__ul_f4z_x3s_xr} | * wm_basic * inventory_user * territory_user * dynamic_scheduling_user * document_management_user * sn_customerservice.customer_data_viewer * skill_model_user * sn_apptmnt_booking.appointment_booking_manager * timecard_user {#r_UserRoleInstallWFieldSrvMgmnt__ul_h32_gjs_xr} |
| Field Service Management Initiator \[wm_initiator\] | Creates work orders and assigns qualification group. Initiators also can: * Edit work orders that they create that are in the Draft state. * Add work notes to any field service record. * View work order tasks and part requirements. {#r_UserRoleInstallWFieldSrvMgmnt__ul_ohm_rjs_xr} | wm_basic |
| Field Service Management Initiator Qualifier \[wm_initiator_qualifier\] | Initiator-qualifiers can: * Create work orders. * Create tasks. * Add part requirements. * Source parts. * Assign skills to agents. * View incidentals. {#r_UserRoleInstallWFieldSrvMgmnt__ul_aww_xjs_xr} | * wm_initiator * wm_qualifier {#r_UserRoleInstallWFieldSrvMgmnt__ul_gsk_bks_xr} |
| Field Service Management Initiator Qualifier Dispatcher \[wm_initiator_qualifier_dispatcher\] | Initiator-qualifier-dispatchers can: * Create work orders. * Create tasks. * Add parts requirements. * Source parts. * Assign skills to agents. * Assign work to agents. * Manage agent tasks. * View incidentals. {#r_UserRoleInstallWFieldSrvMgmnt__ul_uvf_2ks_xr} | * wm_initiator * wm_dispatcher * wm_qualifier {#r_UserRoleInstallWFieldSrvMgmnt__ul_u4h_pks_xr} |
| Field Service Management Manager \[wm_manager\] | Field Service Managers can: * Manage agent skills * Manage time cards * View and maintain work schedules * View and maintain personal events {#r_UserRoleInstallWFieldSrvMgmnt__ul_etn_t4p_jyb} | * fsm_skill_admin * wm_agent * timecard_manager * agent_schedule_manager {#r_UserRoleInstallWFieldSrvMgmnt__ul_jb4_kpp_jyb} |
| Field Service Management Qualifier \[wm_qualifier\] | Qualifies work orders and creates work order tasks. Qualifiers also can: * Edit work orders in the Qualified state. * Edit work orders in the Awaiting Qualification state. * Edit tasks that are in the Draft state to provide technical details, such as information about CIs involved or parts needed. * Create tasks using the Clone Task feature. * Change the qualification group. * Set the dispatch group. * Add part requirements. * Source parts * Add work notes to any field service record. * View incidentals. {#r_UserRoleInstallWFieldSrvMgmnt__ul_c2d_vks_xr} | * wm_basic * inventory_user * territory_user * document_management_user * skill_model_user {#r_UserRoleInstallWFieldSrvMgmnt__ul_q4j_cls_xr} |
| Field Service Management Read \[wm_read\] | Capable of reading work orders and work order tasks. | * sn_apptmnt_booking.appointment_booking_user * cmdb_read {#r_UserRoleInstallWFieldSrvMgmnt__ul_g4q_ttb_vlb} |
| Field Service Desk Agent \[sn_fsm_servicedesk_agent\] | Allows a user to create a work order, apply a template, and progress the work order. | * wm_read * sn_apptmnt_booking.appointment_booking_user {#r_UserRoleInstallWFieldSrvMgmnt__ul_gnw_35b_vlb} |
| Field Service Management Task Initiator \[wm_task_initiator\] | Create, delete, and modify work order tasks and part requirements when both the work order and work order task are in the draft state. | wm_initiator |
[Table 1. Roles in Field Service Management]

{#r_UserRoleInstallWFieldSrvMgmnt__table_roles}

## Role integration with Customer Service Management {#r_UserRoleInstallWFieldSrvMgmnt__section_dz5_w2r_4jb}

When you enable the Customer Service Management plugin (com.sn_customerservice) along with the Field Service Management plugin (com.snc.work_management) and add specific Customer Service roles to Field Service agents, they can view or create a case and also view additional customer service data. For more information on customer service agent roles, see [Roles installed with Customer Service Management](https://www.servicenow.com/docs/access?context=r_RolesInstalledWithCustomerService&version=xanadu&pubname=xanadu-customer-service-management&ft:locale=en-US).{#r_UserRoleInstallWFieldSrvMgmnt__table_abt_gsr_4jb__entry__2}

| Adding this role | Allows agents |
|-|-|
| sn_customerservice.case_viewer | * To have read access to cases. * To view all fields in a case that a customer service agent \[sn_customerservice_agent\] can access. {#r_UserRoleInstallWFieldSrvMgmnt__ul_jx1_psr_4jb} |
| sn_customerservice.customer_data_viewer | To have read-only access to customer data entities such as: * Install base items * Contracts * Entitlements * Accounts, contacts, and account team members * Assets * Consumers * Sold product {#r_UserRoleInstallWFieldSrvMgmnt__ul_gxc_mwr_4jb} |
| sn_customerservice.proxy_contact | To create a case using a record producer. |
[Table 2. Role integration for Customer Service agents]

{#r_UserRoleInstallWFieldSrvMgmnt__table_abt_gsr_4jb}