Accept or reject part requests from peer agents

Review the part requests that you receive from peer agents.

Before you begin

• The Field Service Advanced Parts Sourcing (com.snc.fsm_advanced_parts_sourcing) plugin must be activated. For more information, see Additional plugins for Field Service Management.
• The Use part request approvals property must be enabled to be able to receive part requests from your peer agents. For more information, see Properties installed with Field Service Management.
• Notifications in the mobile device and Now Mobile Agent app must be enabled to be able to receive mobile push notifications from your peer agents.

Role required: wm_agent

Procedure

1. Open the ServiceNow Agent application.
   Tip:

   If you know your inventory and whether you want to reject or accept the request right away, you can do so directly from the notification that appears by selecting Accept or Reject.

2. Tap the push notification.
   Note:

   If you cannot access the push notification, access the request by tapping Inventory, and then in the Part requests section, tapping Requested from me.
3. Check the part availability in your personal stockroom and determine whether you want to accept or reject the part request.

   Part availability	Action
   The part is not available	Tap Reject.
   You cannot transfer the part because you have an insufficient quantity or need the part yourself	Tap Reject.
   The part is available to fulfill the request	Review the listed parts, quantities, and any selected hardware assets. If the hardware assets match the part request, tap Accept. If you need to change the models for hardware assets: Tap Edit Assets. Select the assets that you want to transfer. Tap Submit. Navigate back to the Part Details screen. Navigate back to the Part request screen. Tap Accept.

Result

• If you accept the request, the part request record state changes to Approved and a mobile notification is sent to the requested field service agent. The transfer order lines are created as follows:
  • For consumable parts, only one transfer order line is created for all requested parts.
  • For hardware, one transfer order line is created for each asset of the requested parts.
• If you reject the request, the part request record state changes to Rejected and a mobile notification is sent to the requested field service agent. The rejected part requests can be requested again. For more information, see Request rejected parts from other stockrooms.

What to do next

• View transfer order lines for requested parts
• Request rejected parts from other stockrooms