Extension points in Field Service Management

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Extension points in Field Service Management

    Extension points in ServiceNow Field Service Management (FSM) allow customers to customize and extend various configurations and functionalities within the application. Accessed viasysextensionpoint.listin the application navigator, these extension points enable multiple implementations with prioritized execution based on order numbers. This flexibility helps tailor FSM behaviors to specific organizational needs.

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    Key Extension Areas and Their Purposes

    • Event Type Schedule Entries: Customize logic related to event scheduling, such as event handling and computation of time-off spans.
    • Appointment Booking: Provides extensive customization options for appointment workflows, including availability determination, appointment creation and validation, rescheduling and cancellation policies, calendar integration, handling holidays and lead times, and enabling unified UI components.
    • Template Management: Customize how work order templates map data from source tables and identify work order sources.
    • Geofencing Radius and Distance: Define default geofence radius and units for work order tasks, supporting location-based services.
    • Heatmap Color Gradient: Customize the visual color gradient used in FSM heatmaps for better data representation.
    • Territory Key Performance Indicators (KPIs): Define KPIs for analyzing territory performance, with results displayed in the Field Service Territory Planning console’s contextual side panel.

    Practical Benefits for ServiceNow Customers

    • Enable precise customization of FSM scheduling and appointment logic to align with unique business rules and workflows.
    • Improve user experience by integrating custom calendar components and handling special conditions like holidays and lead times.
    • Streamline operational efficiency by tailoring templates, geofencing parameters, and visual data representations like heatmaps.
    • Enhance strategic oversight through configurable KPIs that provide actionable insights into territory performance.
    • Support flexible and extensible FSM deployments by allowing multiple implementations prioritized by order number.

    Next Steps

    ServiceNow customers looking to customize FSM behaviors can explore these extension points by navigating to sysextensionpoint.list and creating implementations as needed. Leveraging these extension points effectively requires familiarity with scripting and FSM configuration. For detailed guidance, customers should refer to related documentation on using extension points in server-side scripts, UI macros, and client-side scripting.

    Use extension points to customize various configurations.

    In the application navigator, enter sys_extension_point.list and click Enter to view the extension points used in the Field Service Management application.

    You can create multiple implementations for each extension point and provide an order number for each implementation. The implementation that has the lowest order number is executed.

    Extension points are available for the following configurations:
    • Event type schedule entries
    • Appointment booking
    Table 1. Extension points for event type schedule entries
    Extension Point Name Description
    AgentEventUtil Customize the logic for event type schedule entries.
    AgentScheduleUtil Customize the logic for computing event time-off spans.
    Table 2. Extension points for appointment booking
    Extension Point Name Description
    sn_apptmnt_booking.AppointmentBookingAvailabilityExtPoint Customize the logic to determine bookable appointment windows.
    sn_apptmnt_booking.AppointmentBookingDaoExtPoint Customize the logic used to create or update an appointment record.
    sn_apptmnt_booking.AppointmentBookingImplExtPoint Customize the logic to validate appointment data before an appointment is created.
    sn_apptmnt_booking.AppointmentBookingUtilExtPoint Customize logic to create a parameter map of appointment data which will be used to create and update appointment records.
    sn_apptmnt_booking.AppointmentRescheduleCancelExtPoint Customize logic used to determine whether appointments can be canceled or rescheduled.
    sn_apptmnt_booking.AppointmentRESTHelperExtPoint Customize logic for retrieving a list of date and time periods available for appointment booking.
    sn_apptmnt_booking.AppointmentRecommendationExtPoint Allows other applications to integrate appointment booking slot recommendation.
    sn_apptmnt_booking.AppointmentBookingLockingUtilExtPoint Acquire and release locks in Appointment Booking workflow.
    sn_apptmnt_booking.AppointmentBookingVariablesExtensionPoint

    Utilized by the Appointment API and Booking API to fetch Catalog_id for the task.
    sn_apptmnt_booking.AppointmentEnableUnifiedUI Enables the unified UI Calendar component for the specific task table extension.
    sn_apptmnt_booking.AppointmentHolidayHelperExt

    Calculates the lead time by taking into account holidays as indicated by the consider_holidays_in_leadtime setting in Appointment Booking service configuration.
    sn_apptmnt_booking.AppointmentLeadTimeCalculation Determines whether to consider or ignore the lead time for rescheduling an appointment, based on the ignore_lead_time_on_reschedule setting in the Appointment Booking service configuration.
    sn_apptmnt_booking.use_unified_appt_widget Allow other applications to use seismic appointment booking calendar.
    Table 3. Extension points for template management
    Extension Point Name Description
    sn_fsm_adv_tmp.FSMTemplateMgmntExtPoint Customize the logic to enable the work order template to map information from source table to the appropriate fields in a work order.
    sn_fsm_adv_tmp.FSMTableMapSourceIdentifier Customize the logic to identify the source of a work order.
    Table 4. Extension points for geofencing radius and distance
    Extension Point Name Description
    OnsiteGeofenceConfig Allows you to define default values for the geofence radius and geofence unit fields in the work order task.
    Table 5. Extension points for heatmap color gradient
    Extension Point Name Description
    Heatmap Gradient (sn_cmn_mo.HeatmapGradient) Allows you to define the color gradient of the heatmap.
    Table 6. Extension points for territory key performance indicators (KPIs)
    Extension Point Name Description
    TerritoryIndicators(sn_fsm_tp.TerritoryIndicators) Allows you to define the key performance indicators (KPIs) to analyze the performance of the territory. The configured indicators appear in the contextual side panel of the Field Service Territory Planning console.