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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# Proxy actions in Field Service Management

# Proxy actions in Field Service Management {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Proxy actions let authorized managers, dispatchers, and agents perform work order task actions on behalf of a technician who can't act in the moment. This keeps task progress moving without blocking on a missed connection or an unreachable field agent.
Field Service technicians often work without reliable connectivity or device access. When a technician can't accept, reject, or close out a task in real-time, proxy actions let another authorized user step in. That user
performs the action on the technician's behalf without reassigning or transferring task ownership. The task stays assigned to the original technician throughout.

## Key features {#proxy-actions-fsm__section_proxy_key_features}

Proxy actions are policy-driven, so administrators control exactly who can act on whose behalf and under what conditions. Key aspects of proxy actions include:

Policy-based access
:   Administrators create policies that define which users or roles can perform proxy actions and which work order tasks are in scope. Each policy covers either a specific set of actions or all of them.

Covered actions
:   Accept, reject, start travel, start work, close complete, and close incomplete.

No ownership transfer
:   Performing a proxy action doesn't reassign the task or change who it's assigned to. The original technician remains the assignee. The work order task activity stream indicates the proxy action was taken and who took it.

Time zone-aware backdating
:   For actions that record a time --- start travel, start work, close complete, and close incomplete --- the proxy user enters the actual time the action occurred. The time displays in the technician's time zone, so the entry stays accurate across time zones.

Full attribution
:   Every proxy action is logged to the activity stream and an audit trail, identifying the proxy user, the technician, the action taken, and when it was submitted.
**Related concepts**   

* [Configure proxy actions](https://www.servicenow.com/docs/IcZaNcJlwtWzN3GwR2hzow "Proxy actions let authorized users perform work order task actions on behalf of a technician who can't act themselves. Configuration controls who can act, on whose behalf, and which actions are allowed.")  
**Related tasks**   

* [Complete a proxy action in Dispatcher Workspace](https://www.servicenow.com/docs/df8KgvRoflVlcp5UwcW_eg "Perform a work order task action for a technician who can't act themselves. The action is logged as performed by you on the technician's behalf, and the task stays assigned to the technician.")
* [Complete proxy actions on Field Service Manager Mobile](https://www.servicenow.com/docs/lS6Y~DwOpbyyWQORuGcptQ "Perform a work order task action for a technician who can't act themselves. The action is logged as performed by you on the technician's behalf, and the task stays assigned to the technician.")
* [Complete a proxy action in Workforce](https://www.servicenow.com/docs/Md~2y1dPAOD3_5sDDSHWYw "Perform a work order task action for a technician who can't act themselves. The action is logged as performed by you on the technician's behalf, and the task stays assigned to the technician.")