---
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


---

# Configuring proxy actions

# Configure proxy actions {#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 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.

## How proxy actions works {#configure-proxy-fsm__section_how_proxy_actions_works}

Proxy actions builds on two plugins. Granular Delegation is a platform plugin that provides the underlying policy mechanism, and you might already have it installed for other purposes. Proxy Actions for Field Service Management adds work order task actions, roles, and a dedicated policy screen on top of Granular Delegation.

Installing Proxy Actions for Field Service Management doesn't affect any existing Granular Delegation policies you might have configured for other features.

## Default policy {#configure-proxy-fsm__section_default_policy}

Proxy Actions for Field Service Management ships with one policy already configured. This default policy covers work order tasks assigned to a manager's managed agents, and is assigned to the wm_manager role. It enables six proxy actions:
accept, reject, start travel, start work, close complete, and close incomplete.

No additional policy configuration is required, but each manager still needs the proxy_agent role assigned to perform a proxy action.

## Roles {#configure-proxy-fsm__section_proxy_roles}

Two kinds of roles apply to proxy actions.

A policy's Assigned to role determines which users the policy covers, such as wm_manager. An administrator can assign a policy to any role, like wm_dispatcher, or to an individual user.

Two dedicated security roles also control access to the feature:

sn_fsm_proxy_actn.proxy_admin
:   Required to create or edit a proxy policy.

sn_fsm_proxy_actn.proxy_agent
:   Required to perform a proxy action. Every user who performs a proxy action needs this role, even a manager covered by the default policy.

## Configure proxy actions {#configure-proxy-fsm__section_configure_proxy_actions}

Configuring proxy actions involves the following steps.

1. Activate the Granular Delegation plugin.[Activate Granular Delegation](https://www.servicenow.com/docs/access?context=activate-granular-delegation&version=brazil&pubname=brazil-employee-service-management&ft:locale=en-US)

2. Activate the Field Service Management proxy actions plugin. Activating Field Service Management proxy actions auto-installs the Granular Delegation plugin if it's not already installed.

   [Activate Proxy Actions for Field Service Management](https://www.servicenow.com/docs/QijUWzPigrNt9XQccCySaw "You can activate the Proxy Actions for Field Service Management plugin (sn_fsm_proxy_actn) if you have the admin role.")
3. Add the sn_fsm_proxy_actn.proxy_agent or sn_fsm_proxy_actn.proxy_admin roles to users.[Assign a role to a user](https://www.servicenow.com/docs/access?context=t_AssignARoleToAUser&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US)

4. (Optional) Add more resources that can take proxy actions.[Add resources to take proxy actions](https://www.servicenow.com/docs/eJkwNhCkIrYJc6VI0dYj8A "Add roles or individual users to the default proxy actions policy so more people can perform proxy actions on behalf of their managed agents.")

5. (Optional) Change the actions a user can take.[Change the actions that a user can take](https://www.servicenow.com/docs/~ciH4mbtx3soIfkm9BWplg "Configure which actions a user can perform on behalf of a technician they manage.")

**Related concepts**   

* [Proxy actions in Field Service Management](https://www.servicenow.com/docs/BypmGhhbazTCyuDeUZHbQg "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.")  
**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.")