---
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


---

# Playbooks

# Playbooks on ServiceNow Agent {#ariaid-title1}

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

Playbooks for the ServiceNow Agent application provide a guided experience for completing work order tasks on a mobile device.

## Playbooks for the ServiceNow Agent {#playbooks-now-mobile-agent-app__id_bvc_3bs_xxb}

Playbooks for the ServiceNow Agent application include stages for completing a work order task. Playbooks can be viewed under a selected work order task on the My work page. Tasks that have an active playbook
associated with it display a View Playbooks button.  
Playbooks are organized in stages to provide a guided experience. They direct you to new or existing features of the mobile application and maintain a checklist of completed stages on that work order task. Stages can be marked complete or skipped at your discretion. The stages progress as follows:

1. Troubleshoot
2. Parts
3. Record time
4. Log incidentals
5. Verify work completion
6. Close work order task
{#playbooks-now-mobile-agent-app__ol_b2f_4yr_xxb}

For more information, see [Playbooks on ServiceNow Agent](https://www.servicenow.com/docs/skSnhWuqvts4QH0EcGzVrA "Playbooks for the ServiceNow Agent application provide a guided experience for completing work order tasks on a mobile device.").
Figure 1. Work Order Task Closure playbook on the ServiceNow Agent app

## Troubleshoot {#playbooks-now-mobile-agent-app__section_e2f_4yr_xxb}

The Troubleshoot stage contains the View related articles module. Access articles from your organization's knowledge base to find helpful information relevant to the work order task.

For more information on accessing knowledge articles in Now Mobile Agent, see [Knowledge articles on ServiceNow Agent](https://www.servicenow.com/docs/KyiuRPWRlCGAN6DOQ4rnOw#access-information-you-need-mobile "Search relevant information from knowledge articles and see when your team members are on-site and if they are on schedule.").

## Parts {#playbooks-now-mobile-agent-app__section_f2f_4yr_xxb}

The
Parts stage contains the Part requirements, Request PartsUse parts, and Remove parts modules. Create part requirements, request parts, and
mark those parts as in use or remove them to maintain an accurate inventory.

For more information on requesting parts, see [Request inventory](https://www.servicenow.com/docs/J9ShCrm7JtAViHUlcKtdIg#request-inventory "Request inventory when your stock gets low or you need a part for a particular work order.").

## Record time {#playbooks-now-mobile-agent-app__section_g2f_4yr_xxb}

The Record time stage contains the Add/edit time module. Track the date and duration that you worked on the task.

For more information on recording time worked, see [Record time worked on a work order task](https://www.servicenow.com/docs/hnUaIbhQeX~R7EXAl~9viA#record-time-on-task-mobile "Record the duration for executing a task using the Mobile Agent application.").

## Log incidentals {#playbooks-now-mobile-agent-app__section_h2f_4yr_xxb}

The Log incidentals stage contains the Log incidentals module. Log incidental expenses related to work orders that arise during the task or are otherwise related to the task.

For more information on logging incidentals, see [Record an incidental expense for a work order task](https://www.servicenow.com/docs/hnUaIbhQeX~R7EXAl~9viA#record-incidental-expense-on-fsm-mobile "Record incidental expenses associated with your business travel through the Mobile Agent application to execute work order tasks.").

## Verify work completion {#playbooks-now-mobile-agent-app__section_i2f_4yr_xxb}

The Verify work completion stage contains the Verify work module. Review a checklist to ensure the work order task is complete.

## Close work order task {#playbooks-now-mobile-agent-app__section_j2f_4yr_xxb}

The Close work order task stage contains the Close work order task module. Close the task as complete or incomplete with notes.

For more information on how to close a task, see [Close a work order task](https://www.servicenow.com/docs/hnUaIbhQeX~R7EXAl~9viA#close-work-order-task-on-mobile "Close a work order task as complete or as incomplete with optionally a follow-on task to complete.").