Setting up Field Service in CSM Agent Workspace

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Setting up Field Service in CSM Agent Workspace

    This guide explains how to activate and configure Field Service Management (FSM) within the Customer Service Management (CSM) Agent Workspace in ServiceNow, specifically for the Zurich release. It highlights the transition from the legacy FSM Agent Workspace to the newer Configurable Workspace introduced for enhanced functionality, noting that the legacy workspace is being deprecated starting with the Vancouver release.

    Show full answer Show less

    Activating Agent Workspace

    To enable Field Service capabilities in CSM Agent Workspace, you must activate key plugins:

    • Customer Service with Field Service Management plugin [com.snc.csmfsmintegration]: Enables synchronization of account, contact, partner, and consumer data from Customer Service to FSM.
    • Field Service Management plugin (com.snc.workmanagement): Provides scheduling and management for on-location work tasks.
    • FSM Agent Workspace plugin (com.snc.agentworkspace.fsm): Automatically activated alongside the above plugins to provide FSM-specific workspace features.

    Roles Used in Agent Workspace for FSM

    Different roles govern what agents can do within FSM in the CSM Agent Workspace. Assigning the appropriate roles ensures users can perform their tasks effectively. Key roles include:

    • Administrator [admin]: Manages FSM roles within Agent Workspace.
    • Customer Service Agent: Creates work orders from cases, applies templates, advances work order states (Draft → Ready for Approval/Qualification/Dispatch), and books appointments.
    • Location Agent: Manages work orders from cases within their service organization with similar FSM capabilities as Customer Service Agents.
    • Location Consumer Agent: Similar to Location Agent but focused on consumer-related work orders.
    • Location Manager: Oversees work orders for service organizations within their hierarchy, with enhanced permissions including approval workflows.
    • Relationship Agent: Access is limited to cases related to accounts, contacts, consumers, and households with which the agent has relationships. Can perform standard FSM tasks on these cases.

    All roles associated with FSM can view and apply templates, manage work order state transitions according to configured state flows and rules, and book appointments.

    Important Notes

    • The service organization on a case defaults to the organization of the user who creates the case.
    • When a case is assigned to an agent, its service organization updates to match that agent’s service organization.

    This setup ensures proper alignment of cases, work orders, and service organizations for efficient field service operations within the CSM Agent Workspace.

    Activate Field Service in CSM Agent Workspace and set up roles for performing the tasks.

    Important:
    Starting with the Vancouver release, Legacy FSM Agent Workspace is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported. The Field Service Management Configurable Workspace [com.snc.uib.fsm_agent_workspace] provides the latest experience for this functionality. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.

    Activating Agent Workspace

    Activate the following plugins:
    • Customer Service with Field Service Management plugin [com.snc.csm_fsm_integration] to enable account, contact, partner, partner contact, consumer information from Customer Service to Field Service Management.
    • Field Service Management plugin (com.snc.work_management) to provide support for scheduling and managing on-location work tasks.
    • FSM Agent Workspace plugin (com.snc.agent_workspace.fsm) is activated when you enable the Field Service Management plugin (com.snc.work_management) or the Customer Service with Field Service Management plugin [com.snc.csm_fsm_integration].

    Roles used in Agent Workspace for FSM

    Table 1. Agent Workspace roles
    Role Description Contains Roles
    Administrator [admin] Update Field Service Management roles for Agent Workspace.
    Customer Service Agent [sn_customerservice_agent, sn_customerservice.consumer_agent]
    • Create work orders from case.
    • View and apply template on a work order.
    • Move a work order from Draft state to Ready for Approval, Ready for Qualification, and Ready for Dispatch based on existing state flow and sm_config rules.
    • Book an appointment on a work order.
    • knowledge
    • sn_fsm_servicedesk_agent
    • template_editor
    • chat_admin
    • sn_customerservice.deescalation_requester for only [sn_customerservice_agent]
    • sn_templated_snip.template_snippet_reader
    • sn_shn.editor
    • timecard_user for [sn_customerservice_agent]
    • sn_esm_agent
    Location agent

    [sn_customerservice.svc_location_agent]

    		 Create and manage work orders created from cases for contacts and consumers in their service organization. In integration with Field Service Management:
    • View and apply template on a work order.
    • Move a work order from Draft state to Ready for Approval, Ready for Qualification, and Ready for Dispatch based on existing state flow and sm_config rules.
    • Book an appointment on a work order.
    • sn_fsm_servicedesk_agent
    • sn_esm_location_agent
    Location consumer agent

    [sn_customerservice.svc_location_consumer_agent]

    		 Create and manage work orders created from cases for contacts and consumers in their service organization. In integration with Field Service Management:
    • View and apply template on a work order.
    • Move a work order from Draft state to Ready for Approval, Ready for Qualification, and Ready for Dispatch based on existing state flow and sm_config rules.
    • Book an appointment on a work order.
    • sn_fsm_servicedesk_agent
    • sn_esm_location_agent
    Location manager

    [sn_customerservice.svc_location_manager]

    		 Create and manage work orders created from cases for contacts and consumers that belong to the service organizations within their hierarchy. In integration with Field Service Management:
    • View and apply template on a work order.
    • Move a work order from Draft state to Ready for Approval, Ready for Qualification, and Ready for Dispatch based on existing state flow and sm_config rules.
    • Book an appointment on a work order.
    • sn_fsm_servicedesk_agent
    • sn_customerservice.svc_location_agent
    • email_client_quick_message_author
    • sn_templated_snip.template_snippet_writer
    • sn_shn.admin
    • approver_user
    • sn_publications.approver
    • sn_customerservice.svc_location_consumer_agent
    Relationship agent

    [sn_customerservice.relationship_agent]

    		 Restricts an agent's access to cases for the accounts, contacts, consumers, and households that they have a relationship with Relationship Manager and Account Manager.
    In integration with Field Service Management:
    • View and apply template on a work order.
    • Move a work order from Draft state to Ready for Approval, Ready for Qualification, and Ready for Dispatch based on existing state flow and sm_config rules.
    • Book an appointment on a work order.
    • agent_workspace_user
    • sn_fsm_servicedesk_agent
    • snc_internal
    • sn_shn.editor
    • email_composer
    Notes:
    • When a case is created, the service organization on the case is the service organization of the user who creates the case.
    • When a case is assigned to an agent, the service organization on the case is updated to the service organization of the assigned agent.