Incident Management for Field Service components

Various plugins, script includes, and business rules are installed with the Incident Management for Field Service application.

Plugin

The Incident Management for Field Service application (sn_fsm_inc_mng) plugin must be activated. For more information on the steps to activate a plugin, see Activate Incident Management for Field Service.

Script Includes

Incident Management for Field Service adds the following new script includes.

Table 1. Scripts installed with the Incident Management for Field Service application

Script Include	Description
IncidentWorkOrderUtil	Updates the incident record work notes when any the following actions happen: The state of work order changes. The incident record is automatically resolved when the work order is closed. The work order is deleted
IncidentWorkOrderIntegration	Provides the default implementation that helps in integrating incidents with work orders using the extension point.

Business rules

Incident Management for Field Service adds the following new business rules.

Table 2. Business rules installed with the Incident Management for Field Service application

Business Rule	Table	Description
Cancel Work Order	Incident [incident]	Cancels the work order when the incident record is canceled.
Update incident with work order changes	Work Order [wm_order]	Updates the incident record when the state of the work order changes. Automatically closes the incident request if work order is Closed complete.
Update Work order deletion to	Work Order [wm_order]	Updates the work notes of the incident record if the work order is deleted.

Roles

Incident Management for Field Service modifies the following existing role.

Table 3. Role installed with the Incident Management for Field Service application

Role title [name]	Description	Contains roles
Field Service Management Agent [wm_agent]	Manages actual task time and performs work on site. Agents can view parent incident details from the work order task.	sn_incident_read