Combined Field Service Management release notes for upgrades from Washington DC to Xanadu

How to use this page

To help you prepare for your upgrade, we have combined the cross-family Field Service Management release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Washington DC to Xanadu.

Tip:

If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release."

Important information for upgrading Field Service Management to Xanadu

Before you upgrade to Xanadu, review these pre- and post-upgrade tasks and complete the tasks as needed.


Release	Release notes
Washington DC	No updates for this release.
Xanadu	Effective March 1, 2025, Google has designated the Places API, Directions API, and Distance Matrix API as Legacy services. The newer versions of these services are Places API (New) and Routes API. You can’t enable or generate new API keys for these legacy services. However, you can continue using these services with the existing API keys. If you need to create a new Google API key after March 1, 2025, you must enable the new APIs from Google Console and upgrade to Xanadu Patch 9 version or higher to ensure compatibility.

New features

Between your current release family and Xanadu, new features were introduced for Field Service Management.


Release	Release notes
Washington DC	Schedule Optimization features Use Schedule Optimization to do the following tasks: Schedule complex multi-territory assignments where an agent might be responsible for multiple territories over a longer batch processing period. Assign tasks to agents regardless of whether they’re primary or secondary members of a single or multiple territories. Optimize task scheduling by defining the capacity of your agents or work type. Provide smoother intra-day operations and efficient resource allocation when a single agent might need to handle multiple territories within the same day or across different shifts. Use new objectives such as Maximize Assignment to Earlier Shifts, Minimize Highest Priority Task Start Times, and Minimize SLA Violation when you're creating a policy. Use the improved configuration process for batch and intra-day scheduling,which provides common settings for both types while maintaining specific configurations where needed. With this process, you can eliminate duplication and ensure an efficient setup. Improve your schedule accuracy and adherence and also reduce scheduling changes when intra-day is running through two new system properties. Dispatcher Workspace features Use Dispatcher Workspace to perform the following tasks: Enable dispatchers to run Schedule Optimization throughout the day as scheduling conditions change. Create crews that are based on territory memberships. View your contractor capacity by territory in the calendar view. View agents on the calendar by their availability in the territory. Create personal events for Field Service agents to show when they are unavailable for non-work order reasons like an appointment or a phone call they have scheduled. Change the amount of time shown on the calendar to time intervals of 15, 30, 45, or 60 minutes. Send messages to agents to discuss work order tasks. Make bulk updates for your calendar events to save time. Source one or more parts from a preferred stockroom or assignment group and then transfer them to your personal stockroom to ensure the prompt completion of work order tasks. Beans.ai map integration for travel estimates Use beans.ai, a new map provider, for travel time estimates for Dynamic Scheduling, Route Optimization, manual task assignment, and agent estimated time arrivals. Territory Planning features Use Territory Planning to do the following tasks: Create territory-specific crews to streamline territory management, task scheduling, and resource allocation. Link multiple geographies to one territory by using a composite geography capability that simplifies the representation of complex areas and enables you to have more data management flexibility. Manage the territories, customized hour ranges, tasks, and agent schedules for your internal agents and contractors so that you can allocate your resources accurately. Field Service Marketplace Enable Field Service dispatchers to post tasks on an exclusive contractor marketplace, where contractor companies with skilled workers can offer cost estimates and their availability. Your dispatchers can interact with qualified contractors and select the most suitable contractor for the task. Now Assist for Field Service Management (FSM) Use Now Assist for FSM to summarize work order tasks. Create work order task summaries during any state of the work order task to track progress. Create task closure summaries when completing tasks on the mobile application to provide notes for future reference. Start of week Appointment Booking Enable the system to start booking an appointment on the first day of a week or a day other than the default Sunday. Task initiator Role Enable work order initiators to qualify work orders in the draft state with the new task initiator role. Users with a task initiator role can perform the following actions on work orders or tasks that are in the draft state: Apply a work order template Add or modify work order tasks Add or modify part requirements Enhanced mobile experience to reserve parts Choose whether to reserve a part in a personal stockroom or source it from another stockroom depending on the part's availability when fulfilling or sourcing part requests. Linear assets support Enable the work order initiator or qualifier to perform the following actions: View the linear asset geometry on the service location maps and pinpoint the work location. View the linear asset geometry on the map interface and select the start and end locations on the linear assets so that you can create a service location. Enable agents to perform the following actions when working on linear asset inspection tasks: Review the start and end location details of a linear asset. Locate the asset start and end location on a map interface. The start date and work context should be highlighted on the linear asset. Inspect the different linear asset segments that need to be worked on. Create a work order task with an accurate point location on the linear asset or segment. Suggest parts with Predictive Intelligence Take advantage of automatic suggestions for required parts for work order tasks by using the Predictive Intelligence solution. Workforce features View the task and action descriptions of the work order tasks in the contextual side panel. Establish the default start and end times for new events directly on the Event Management tab.
Xanadu	Schedule Optimization features Use Schedule Optimization to do the following tasks: Use new objectives such as Maximize SLA compliance buffers, Minimize task time penalties, and Maximize preferred agent assignments when you're creating a policy. Define start-of-day and end-of-day location for territory users, improving scheduling accuracy by calculating travel times based on actual agent locations. Keep similar tasks together by scheduling pre-made bundles. Reduce the beans.ai travel estimate processing time with asynchronous processing. Access the Field Service Management Scheduling Health dashboard to view task metrics, technician metrics, and optimization configuration details. Enable dispatchers to influence the behavior of schedule optimization by allowing dispatchers to edit select fields on a work order task. Dispatchers can override work order task parameters, assign tasks based on technician preferences, and allow overtime. Field Service Territory Capacity Analytics dashboard Use the Field Service Territory Capacity Analytics dashboard for the following tasks: Use interactive charts and graphs to track capacity trends, including overall demand versus allocated capacity and capacity usage over time. Perform capacity gap analysis with a customizable pivot table view, which enables you to explore data by territory and demand channel. Apply filters to view specific data based on your setup, which enables targeted analysis and informed decision-making. Agent relocation Manage your agents by performing the following tasks: Relocate agents from one territory to another for a particular duration. Facilitate precise destination territory selection, which ensures that each agent is placed in the most preferable location. Match resource availability with task requirements through improved schedule planning, which optimizes task execution and efficiently addresses unscheduled work. Minimize manual overhead and avoid manual tracking processes by simplifying the handling of temporary resource relocations. Optimize agent operations with flexible work locations Add flexible work locations for agents by performing the following tasks: Define different start-of-day and end-of-day locations for agents to start their day at one location and end at another location, providing flexibility in their operations. Offer additional flexibility by implementing exceptions to override default behaviors during specific periods. Improve scheduling accuracy by calculating travel times based on the agent's start and end locations. Sales opportunity in Now Mobile Agent app Enable field service technicians to perform the following the Now Mobile Agent application. Create sales opportunities directly from customer locations during field service visits. Access data to view, search, and filter sales opportunities. Dispatcher Workspace Use Dispatcher Workspace to perform the following tasks: View multiple time zones to see agents who are available for work order tasks across multiple locations. Receive intelligent guidance about all possible scheduling options for unscheduled tasks. Rank scheduling options based on agent-to-task match percentage, distance, and more. Hide off-shift agents so dispatchers can focus on who’s available and ready for tasks at that moment. Beans.ai map integration for bundled tasks Optimize routes for bundled tasks with beans.ai. Appointment booking enhancements Use appointment booking enhanced configurations to perform the following tasks: Book appointments for work order tasks. Enable the system to calculate or skip lead time when rescheduling appointments, depending on the selected configuration. Consider holidays when calculating lead time for appointments. Field Service Marketplace enhancements Automate the process of pushing tasks to the marketplace, automatically creating marketplace requests, and listing eligible contractors as determined by your specified criteria. Set up task filters to identify the work order tasks that qualify for the marketplace. Incrementally push marketplace requests to eligible contractors based on their ranking using the Progressive push check box. Evaluate contractor responses and automatically assign tasks to the lowest-cost contractor using the Response evaluation flow field. Field Service Quality Management Use Field Service Quality Management to do the following tasks: Review the quality and data from work order tasks before completion. Address work orders that have been reviewed and sent back for more information. Provide feedback to technicians and communicate as needed during the review process. Workforce enhancements Use Workforce enhanced configurations to perform the following tasks: Extend access across all personas, allowing every user regardless of their role to view their own calendars. Configure settings to enable group and territory calendar visibility, authoring agents to view the list and calendars of members in their group or within their territory when Workforce Optimization for Field Service isn't enabled. Enable agents to create personal events for themselves. Multiple Work Configurations Create configurations for multiple work types, such as Installation, Repair, Break fix, and Maintenance. Set up work configurations for different work types ensuring that relevant work types and flows appear for specified business units or departments. Create Service Management configurations (SM Configs) to support multiple workflows. Extend the work order task table to account for different work types.

Changes

Between your current release family and Xanadu, some changes were made to existing Field Service Management features.


Release	Release notes
Washington DC	Migration of Field Service Management Core UI dashboards to Next Experience Dashboards The following Next Experience Field Service Management dashboards provide a more efficient streamlined way for you to work: Field Service Management overview Field Service Contractor Field Service Planned Maintenance Field Service Performance Analytics
Xanadu	Capacity and Reservations Management Capacity and Reservations Management data model has been changed to accommodate the agent's start and end location. Reflow for Configurable Workspace Dispatcher Workspace and Workforce Optimization for Field Service support reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. For more information, see the #dfrn3-fieldservicemanagement-summary__field-service-management-rn-accessibility section that follows. Google Maps APIs for Field Service Capabilities Upgrade to the new Places API (new) and Routes API for Field Service Capabilities. Effective March 1, 2025, Google has designated the Places API, Directions API, and Distance Matrix API as Legacy services. The newer versions of these services are Places API (New) and Routes API. You can’t enable or generate new API keys for these legacy services. However, you can continue using these services with the existing API keys. Enable the new APIs from Google Console to continue using the API services without any issues. If you create a new Google API key after March 1, 2025, enable the new APIs from Google Console to use these services with the new API keys. For more information see, KB2111488, KB2112054, and Changes to Google Maps Platform automatic volume discounts, monthly credit, and services transitioning to Legacy status.

Removed

Between your current release family and Xanadu, some Field Service Management features or functionality were removed.


Release	Release notes
Washington DC	No updates for this release.
Xanadu	The Field Service dashboard is removed from the Emergency Exposure Management application.

Deprecations

Between your current release family and Xanadu, some Field Service Management features or functionality were deprecated.


Release	Release notes
Washington DC	Starting with the Zurich release, the Enable capacity constraint for Schedule Optimization is being prepared for future deprecation. It will be no longer be applied for Schedule Optimization. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.
Xanadu	Starting with the Xanadu release, FSM Agent Classic Workspace plugin (com.snc.agent_workspace.fsm) is no longer deployed, enhanced, or supported. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base. Starting with the Zurich release, the Enable capacity constraint for Schedule Optimization is being prepared for future deprecation. It will be no longer be applied for Schedule Optimization. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.

Activation information

Review information on how to activate Field Service Management.


Release	Release notes
Washington DC	Field Service Management is a ServiceNow AI Platform feature that is available with activation of the Field Service Management plugin (field_service_management). For details, see Activate Field Service Management. Additional Field Service Management features are available with the activation of other plugins. For details, see Additional plugins for Field Service Management. Field Service Marketplace is available with activation of the Field Service Marketplace plugin ( com.snc.fsm_marketplace). For details, see Activate Field Service Marketplace.
Xanadu	Field Service Management is a ServiceNow AI Platform feature that is available with activation of the Field Service Management plugin (field_service_management). For details, see Activate Field Service Management. Additional Field Service Management features are available with the activation of other plugins. For details, see Additional plugins for Field Service Management. Enable field service technicians to initiate and monitor sales opportunities directly through the Now Mobile Agent application by activating Technician driven sales with the Field Service (com.snc.fsm_technician_sales) plugin.

Additional requirements

If any additional requirements were introduced or changed for Field Service Management we have noted them here.


Release	Release notes
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Browser requirements

If any specific browser requirements were introduced or changed for Field Service Management we have noted them here.


Release	Release notes
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Accessibility information

Review details on accessibility information for Field Service Management, such as specific requirements or compliance levels.


Release	Release notes
Washington DC	No updates for this release.
Xanadu	Accessibility improvements Accessibility improvements were completed to create a configurable workspace that supports WCAG 2.1 Level AA conformance. Reflow The Dispatcher Workspace and Workforce Optimization for Field Service workspace support reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. Additionally, content can be enlarged without scrolling in two dimensions at a width equivalent to 320 CSS pixels or a height equivalent to 256 CSS pixels. Page layouts are transformed into a vertical, stacked view automatically when users increase browser zoom to 400%. In addition, the following pages were updated to support reflow: Territory planning Service location Geography Agent recommendation This enhancement helps users with low vision or who have trouble seeing web content in a browser due to monitor size, device type, poor lighting, or other situations. Reflow can be turned off with a system property for instances, experiences, and pages. See Reflow for Configurable Workspace for details.

Localization information

If there are specific localization considerations for Field Service Management we have noted them here.


Release	Release notes
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Highlight information

If there are specific highlight considerations for Field Service Management we have noted them here.


Release	Release notes
Washington DC	Identify and pinpoint the work order locations on your structured linear assets for accurate field service operations. Streamline your inventory management and ensure that you have timely access to the right parts by viewing the descriptions, models, and related criteria in similar work orders. Explore the Field Service marketplace to help you streamline the work for your contractors and make decisions based on time and costs regarding the task assignments for your contractors. Enable dispatchers to run Schedule Optimization on demand throughout the day as scheduling conditions change. See Field Service Management for more information.
Xanadu	Move agents between territories, optimize scheduling, and minimize manual tracking while agents execute tasks. Create and view sales opportunities during field service visits using the Now Mobile Agent application. Benefit from accessibility improvements to create a configurable workspace that supports Web Content Accessibility Guidelines (WCAG) 2.1 Level AA conformance. See Field Service Management for more information.