The Field Service Management (field_service_management) is available as a separate subscription. This plugin activates related plugins, if they are not already active. After Field Service Management is activated, you can also activate additional plugins that provide demo data and enable a variety of features.

Before you begin

Role required: admin

About this task

The Field Service Management activates the following plugins, if they are not already active.
Table 1. Plugins installed with Field Service Management
Plugin name Plugin Description
Automatic Assignment com.snc.automatic_assignment Automatically assigns tasks to agents based on specified criteria.
Field Service Mobile com.sn_fsm_mobile Manages the Field Service mobile components on an iOS or an Android mobile device. Field service agents and dispatchers can execute work order tasks, manage assets, and close work order tasks on their mobile device in online or offline mode.

For more information, see Setting up Field Service Mobile Agent.
FSM Agent Workspace (Deprecated) com.snc.agent_workspace.fsm

The deprecated plugin is replaced by com.snc.uib.fsm_agent_workspace.

 Enables users to manage work orders and tasks within the agent workspace. The plugin has been deprecated in Vancouver release.

For more information, see Activate Dispatcher Workspace.
Field Service Management Demo Data com.snc.work_management.demo Adds demonstration data for the Field Service Management application covering the medical and telecommunication domains.
Note: Installing this plugin adds new Configuration Item tables and relationships to the database.

For more information, see Quick start tests for Field Service Management.
Field Service – Questionnaire com.snc.wm_questionnaire Create questionnaire for work orders or work order tasks.

For more information, see Activate Field Service Questionnaire.
Field Service Management Mobile (Deprecated) com.snc.work_management_m

The deprecated plugin is replaced by sn_fsm_mobile.

 Manages the Field Service classic mobile components. Agents and dispatchers can manage field service tasks using the dispatch map when the device is online and can access read-only tasks when the device is not connected to the Internet. This plugin has been deprecated.

For more information, see Setting up Field Service Mobile Agent.
Field Service Map (Deprecated) com.snc.fsm_map

The deprecated plugin is replaced by com.snc.uib.fsm_dispatcher_workspace.

 Field Service Map to view Agents, Tasks and Agent Routes.

For more information, see Additional plugins for Field Service Management.
Central Dispatch (Deprecated) com.snc.central_dispatch

The deprecated plugin is replaced by sn_fsm_disp_wrkspc.

 Allows visually allocating tasks to agents for a logged in dispatcher. Installs the core Service Management items used to allow other service-related plugins to work, such as Field Service Management and Facilities Service Management.

For more information, see Activate Dispatcher Workspace.
Time Recording Core com.snc.wm_time_recording Enables time card and time recording functions for Customer Service Management and Field Service Management.

For more information, see Activate Time Recording for Field Service.
Time Recording for Field Service com.snc.time_recording_fsm Extends the functionality of the Time Card Management and Cost Management applications to Field Service Management.
Field Service – Signature Pad com.snc.wo_signature_pad Captures a customer signature for closed work orders. Creates a PDF of the work order that includes a summary of the completed work and the name and signature of the customer.

For more information, see Signed PDF summaries for closed work orders.
Blackout and Maintenance Scheduling com.snc.blackout_maintenance_scheduling Setup and configuration of blackout and maintenance schedules.
Dynamic Scheduling com.snc.dynamic_scheduling Enables dynamic scheduling for Service Management applications and provides support for bulk task recommendations and interval-based auto assignment.

For more information, see Activate dynamic scheduling.
Field Service Management CMS Portal com.snc.work_management.cms Enables you to launch Field Service Management and other Service Management applications from a single CMS page. This plugin is being deprecated.
Field Service Management Geolocation Demo Data com.snc.work_management_geolocation.demo Enables geolocation capabilities for the Field Service Management application.

For more information, see Additional plugins for Field Service Management.

Procedure

  1. Navigate to All > System Applications > All Available Applications > All.
  2. Find the plugin using the filter criteria and search bar.

    You can search for the plugin by its name or ID. If you cannot find a plugin, you might have to request it from ServiceNow personnel.

  3. Select Install to start the installation process.
    Note: When domain separation and delegated Admin are enabled in an instance, the administrative user must be in the global domain. Otherwise, the following error appears: Application installation is unavailable because another operation is running: Plugin Activation for <plugin name>.
    You will see a message after installation is completed. For information about the components installed with a plugin, see Find components installed with an application.