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


---

# Track the current location of agents from email or SMS notifications

# Track the current location of agents from email or SMS notifications {#ariaid-title1}

* Release version: Australia
* 
* Updated August 11, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Track the current location of agents and their estimated time of arrival through
email or SMS notifications.

## About this task

Customers may see multiple geolocation records for a Field Service agent, showing different coordinates but the same timestamp. This is caused when the customer's mobile device caches location requests and sends multiple at
once. This happens when battery save mode is active on the customer's device.

## Before you begin

Role required: sn_customerservice.customer and sn_customerservice.consumer

## About this task

A link is sent through email or SMS notifications to track the current location of
agents and their estimated time of arrival. An email or SMS notification for
tracking agents include work task information, such as task number, information
about the agent coming to perform the task, estimated time of arrival, and a link
that enables you to track the agent.

## Procedure

1. Open the SMS or email notification.
2. Select the link provided in the notification to track the agent.
3. If the login page for the Customer or Consumer Service Portal displays, log in.

## Result

The agent tracking map for the related work order task opens for you to track the agent.