---
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


---

# Managing territories and agents

# Managing territories and agents from Territory Planning console {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Use the Territory Planning Console to assign work orders or work order tasks to
agents or crews in the territories that best match their location based on conditions that
you set.

## Territory Planning Console {#using-territory-planning-console__section_ogg_qtk_xvb}

The territory map in the Territory Planning Console provides a visual representation of a territory so you can easily see the location of the agents and crews assigned to the territory and also assign the work order tasks.

The personas with the role sn_fsm_tp.fsm_territory_read will only have the view access to Territory Planning console.  
Note:  
To identify the best matched territory for a work order task, you must enable the Field_Service_Territories territory model. For more information, see [Enable the Field Service territory model](https://www.servicenow.com/docs/20q5s~24qUlCvbB_WCkzlw "Activate the territory model to display the Territory field in the work order task form so the task can be assigned to an agent or crew associated with the selected territory. The territory model maintains a record of territories mapped to it.").  
The following table describes the list of activities you can perform as a territory planner, territory manager, and resource manager in the territory Planning console.{#using-territory-planning-console__table_rsw_l3l_stb__entry__3}

| Action | Territory Planner | Territory Manager |
|-|-|-|
| View, manage, and analyze territories and their associated resources. | View territories under All Territories, My Territories, and My Selections categories. | View territories under My Territories and My Selections categories. |
| Add or customize data overlays to visualize more data points in the territory. | For all territories | Only for assigned territory |
| View detailed information such as the number of agents, crews, and child territories by clicking the territory geography. | For all territories | Only for assigned territory |
| Edit and stretch boundaries to include new data points. | For all territories | Only for assigned territory |
| Assign direct agent or crew memberships without assignment groups. | For all territories | Only for assigned territory |
| Hide all territory geographies in the map. | For all territories | Only for assigned territory |
| Specify the color code using color picker for a territory. | For all territories | Only for assigned territory |
| Add child territories Note: The child territory ![Child Territory icon.]() icon appears only when the territory has child territories. | For all territories | Only for assigned territory |
| Add child territories to My Selection list. | For all territories | Only for assigned territory |
[Table 1. Actions performed in Territory Planning Console]

{#using-territory-planning-console__table_rsw_l3l_stb}

## Working with territories {#using-territory-planning-console__section_isj_fm1_35b}

Perform the following tasks to work with territories:

* [Create a work order task](https://www.servicenow.com/docs/Pbz2LSbZMEoqATG~C995gw "Create work order tasks to define the technical details, skills, scheduling window, and resource requirements needed to complete a work order.")
* [Assign work order tasks to agents or crews from the dispatch queue](https://www.servicenow.com/docs/8p87Go_j6tWuKm0oDPlhBQ#t_DptchTskFrmFSMQueue "Dispatch a work order task from the dispatch queue. You can also reassign the task from the queue.")
* [Auto-dispatch a work order task](https://www.servicenow.com/docs/8p87Go_j6tWuKm0oDPlhBQ#t_AutoDispatchWorkOrderTask "Automatically match a task to a nearby agent who has the necessary skills and a schedule that can accommodate the task.")
* [Assign work order tasks to agents](https://www.servicenow.com/docs/YhjcWexTjDySMeL78pPW6A#assigning-task-to-agents "Assign a work order task to a field service agent from Dispatcher Workspace.")
* [Assign work order tasks to crews on Dispatcher Workspace](https://www.servicenow.com/docs/NDLBrAP4IxPDV3gW0KXwVg "Assign crews to a work order task that requires a crew of agents in Dispatcher Workspace.")
{#using-territory-planning-console__ul_kd2_3vf_35b}
**Related concepts**   

* [Configuring Field Service Territory Planning](https://www.servicenow.com/docs/tWoxpiBO2hR~9D~Ma~TFBQ "Field Service Territory Planning identifies the best matched territory for a work order task based on conditions that you set. You can then assign tasks to the individual agent or group best positioned to execute a service call based on the associated territories.")