---
sourceDocument: Australia Field Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/field-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# Extension points

# Extension points in Field Service Management {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read
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## Summary of Extension points in Field Service Management

Extension points in ServiceNow Field Service Management (FSM) enable customers to customize and extend core application functionalities without altering the base code.
By navigating tosysextensionpoint.list, customers can view and manage extension points, creating multiple implementations with prioritized execution through order numbers.
This flexibility supports tailored workflows and logic to better fit unique business requirements.
Show full answer Show less  

## Key Extension Point Categories and Their Uses

* **Event Type Schedule Entries:** Customize logic related to event scheduling and time-off spans to better manage agent availability.
* **Appointment Booking:** Extensive extension points allow customization of appointment availability, creation, validation, cancellation, rescheduling, locking mechanisms, holiday considerations, unified UI components, and integration with external recommendation systems.
* **Template Management:** Customize how work order templates map source information and identify source records, enhancing template accuracy and relevance.
* **Geofencing Radius and Distance:** Define default geofence radius and unit values for work order tasks to control service areas effectively.
* **Heatmap Color Gradient:** Customize the visual representation of heatmaps by defining color gradients, aiding in better spatial analysis.
* **Territory Key Performance Indicators (KPIs):** Define KPIs for territory performance analysis, which are displayed in the Field Service Territory Planning console's side panel.
* **Planned Work Management:** Customize schedule suppression validation, effectivity calculations, source field derivations, work plan schedule start dates, and CRUD operations for tasks and related records created from task plan templates.

## Practical Benefits for ServiceNow Customers

Using these extension points, customers can:

* Tailor scheduling and appointment booking logic to match specific operational rules and business policies.
* Enhance integration capabilities with other applications through customizable recommendation engines and APIs.
* Improve work order and maintenance plan accuracy by customizing templates and source data handling.
* Optimize territory and resource management with customized KPIs and heatmap visualizations.
* Adapt planned work management schedules and validations to align with organizational maintenance strategies.

This customization framework empowers FSM customers to implement precise business logic, improve service delivery efficiency, and ensure that the FSM application aligns closely with their unique operational needs.  
Use extension points to customize various configurations.
In the application navigator, enter <kbd class="ph userinput">sys_extension_point.list</kbd> and select 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
{#extension-points-field-service__ul_nx5_shz_qfb} {#extension-points-field-service__table_r5n_4qp_gfb__entry__2}

| Extension Point Name | Description |
|-|-|
| AgentEventUtil | Customize the logic for event type schedule entries. |
| AgentScheduleUtil | Customize the logic for computing event time-off spans. |
[Table 1. Extension points for event type schedule entries]

{#extension-points-field-service__table_r5n_4qp_gfb} {#extension-points-field-service__table_yqj_lhz_qfb__entry__2}

| 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. |
| sn_apptmnt_booking.AppointmentRecommendationExtPoint | Customize the proximity and recommendation criteria for recommending appointments. |
| sn_apptmnt_booking.AppointmentSeismicUI | Fetches appointment booking configuration details based on the task table selected in the configuration. |
[Table 2. Extension points for appointment booking]

{#extension-points-field-service__table_yqj_lhz_qfb} {#extension-points-field-service__table_kc3_r35_h5b__entry__2}

| 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 3. Extension points for template management]

{#extension-points-field-service__table_kc3_r35_h5b} {#extension-points-field-service__table_fbz_t1s_xxb__entry__2}

| 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 4. Extension points for geofencing radius and distance]

{#extension-points-field-service__table_fbz_t1s_xxb} {#extension-points-field-service__table_jpz_m12_cyb__entry__2}

| Extension Point Name | Description |
|-|-|
| Heatmap Gradient (sn_cmn_mo.HeatmapGradient) | Allows you to define the color gradient of the heatmap. |
[Table 5. Extension points for heatmap color gradient]

{#extension-points-field-service__table_jpz_m12_cyb} {#extension-points-field-service__table_ztd_cbb_fyb__entry__2}

| 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. |
[Table 6. Extension points for territory key performance indicators (KPIs)]

{#extension-points-field-service__table_ztd_cbb_fyb} {#extension-points-field-service__table_l5r_gvw_zfc__entry__2}

| Extension Point Name |   |
|-|-|
| sn_fsm_planned_wm.PWMScheduleSuppressionExtensionPoint | Customize the logic to validate when a schedule occurrence is suppressed. |
| sn_fsm_planned_wm.PWMScheduleEffectivityExtensionPoint | Calculates the request dues, next run times, and the effectivity based on the configurations or rules. |
| sn_fsm_planned_wm.PWMSourceRecordExtensionPoint | Derives the source specific fields like location, asset, CI, or IB based on the table associated to maintenance plan. |
| sn_fsm_planned_wm.PlannedWorkManagementExeExtensionPoint | Processes plan maintenance schedule outcomes like a work order. |
| sn_fsm_planned_wm.PWMScheduleStartExtensionPoint | Customize the effective start date of work plan schedule for different assets. When you configure a planned work schedule to start on a calculated date, the schedule starts on the effective start date calculated by the custom implementation of this extension point. Note: A default implementation is provided for this extension point. You can modify the default implementation as per you business requirements. |
| sn_fsm_planned_wm.TaskPlanTemplateOutputTasks | Customize CRUD operations for the tasks, cases, or incidents created from task plan templates linked to a work plan. |
[Table 7. Extension points for planned work management]

{#extension-points-field-service__table_l5r_gvw_zfc}
**Related topics**   

* [Using extension points to extend application functionality](https://www.servicenow.com/docs/access?context=extension-points&version=australia&pubname=australia-api-reference&ft:locale=en-US)
* [Using scripted extension points in server-side scripts](https://www.servicenow.com/docs/access?context=scripted-extension-points&version=australia&pubname=australia-api-reference&ft:locale=en-US)
* [Using UI extension points in server-side UI macros](https://www.servicenow.com/docs/access?context=ui-extension-points&version=australia&pubname=australia-api-reference&ft:locale=en-US)
* [Using client extension points in client-side UI scripting](https://www.servicenow.com/docs/access?context=client-extension-points&version=australia&pubname=australia-api-reference&ft:locale=en-US)