Integration with Project Portfolio Management

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Integration with Project Portfolio Management

    The integration between Field Service Management and Project Portfolio Management enables users to link project tasks to work orders, facilitating the management of installation or deployment projects in the field. This feature allows for the creation of work orders directly from project tasks, enhancing coordination between field service agents and project management.

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    Key Features

    • Work Order Creation: Users can create work orders from project tasks using the "Create Work Order" related link.
    • Synchronization: Planned and actual dates, as well as states, are synchronized between project tasks and linked work orders.
    • State Updates: Changes in work order states reflect on the linked project tasks and vice versa, with notes added to the Work Notes field for updates.
    • One Active Work Order: While project tasks can link to multiple work orders, only one can be active at any given time.
    • Dependency Handling: Updates may fail if project tasks have dependencies, and failure results in notes being added to the project task.

    Key Outcomes

    By utilizing this integration, ServiceNow customers can expect streamlined project management processes, improved visibility of task statuses, and enhanced collaboration between project management and field service teams. To activate this feature, the Field Service with Project Management plugin must be enabled, along with the necessary dependencies.

    Customization options are available for users with system administrator roles to tailor the work order state transition map to specific operational needs.

    Link project tasks to work orders to assist with managing installation or deployment projects in the field.

    A project can have multiple tasks that are assigned to field service agents. Using the Field Service Management integration with Project Portfolio Management, you can create work orders directly from project tasks. Linking project tasks to work orders in this way:
    • Synchronizes the planned and actual dates between the project task and the work order.
    • Synchronizes the states between the project task and the work order.

    To create a work order from a project task, click the Create Work Order related link on the Project Task form. To view an active linked work order, click the View Work Order related link on the Project Task form. Project tasks can have more than one linked work order, but only one work order can be active at a time.

    Dates

    Dates are synchronized in one direction, from the project task to the linked work order and to any work order tasks.
    • Work order tasks created for a linked work order have fixed Window start and Window end dates that are based on the planned start and end dates of the project task.
    • Updates to project task dates are also updated in the linked work order tasks for tasks that are not in the Work In Progress or Closed states.
    Note:
    Changes to the dates on a work order task do not change the dates on the linked project task.

    States

    State changes are synchronized in one direction, from the work order to the project task.
    • Updating the work order state also updates the state of the linked project task.
    • Updating the state of a project task add a note to the Work Notes field on the linked work order.
    • Closing a work order also closes the project tasks.
    If an update to the state of a project task fails, a note is added to the project task Work notes field about the corresponding work order update. Updates can fail with project tasks that have dependencies.
    Work order and project task states are updated as follows.
    Table 1. Synchronized states of work order and project task
    Work Order State Project Task State
    Work In Progress Work In Progress
    Close Complete Close Complete
    Close Incomplete Close Incomplete
    Canceled Close Skipped

    Plugins

    Activate the Field Service with Project Management plugin (com.snc.wm_ppm) to use this feature. This plugin requires the Field Service Management plugin (com.snc.work_management) and the PPM Standard plugin (com.snc.financial_planning_pmo).