Combined Field Service Management release notes for upgrades from Vancouver to Washington DC

How to use this page

To help you prepare for your upgrade, we have combined the cross-family Field Service Management release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Vancouver to Washington DC.

Tip:

If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release."

Important information for upgrading Field Service Management to Washington DC

Before you upgrade to Washington DC, review these pre- and post-upgrade tasks and complete the tasks as needed.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.

New features

Between your current release family and Washington DC, new features were introduced for Field Service Management.


Release	Release notes
Vancouver	Onsite arrival substate for work order tasks Capture agent locations at on-site check-in using the Onsite arrival substate. The feature uses geofencing to verify agent's mobile location and allows them to bypass check-in when they are in offline mode or for other reasons. Managers can generate reports and view tasks where check-in was skipped. Territory Planning console enhancements The following enhancements offer improved territory management capabilities, providing valuable insights, streamlined navigation, and enhanced analysis options within the Territory Planning console. Map overlays: Gain insights into your territories by highlighting geographic boundaries with the shape overlay and identifying hotspots and data density with the heatmap overlay. Marker layer overlay: Access information about agents, crews, assets, and more by selecting overlay layer marker data on the map. You can filter data based on the desired criteria by applying conditions. Contextual side panel: View territory details and make informed decisions to effectively balance work demand and resource needs within a territory. Field Service Territory Performance Analytics dashboard: Define KPIs using the Performance Analytics tool and evaluate territory performance by viewing the KPIs directly from the contextual right panel. The KPI data enables you to make informed decisions and take actions to optimize territory performance. Dynamic scheduling enhancements Automatically reassign tasks to the nearest agents regardless of availability so they can quickly respond to urgent tasks that are nearby. Map view updates See details about agents and the status of the tasks they're performing by clicking customizable map markers on the field service dispatch map. Enhanced metrics on the contextual side panel The contextual side panel in the Dispatcher Workspace show more icons and greater details to give an overview with a glance. Administrators determine the metrics that they want shown. Crew operations enhancements Use crew operations to perform the following capabilities: Create a crew with or without resource requirements automatically. Adjust the schedule start due to a late or early arrival of a crew member or agent. Assign equipment to planned or task crews using Mobile Agent. Task Bundling enhancements Use task bundling to perform the following capabilities: Optimize agent routes for tasks and task bundles. Bundle tasks automatically by configuring policies and rules. Apply dynamic scheduling policies to task bundles. Schedule Optimization Use schedule optimization to perform the following capabilities: Re-run schedule optimization to shift agent schedules due to events such as agents running late or using planned time off, tasks are canceled, or a new high priority task is added. Run intra-day optimization to update agent schedules when new events occur throughout the day. Create policies to be applied for intra-day optimization. Use beans.ai, a new map provider, for travel time estimates for batch and intra-day optimization. Adjust the method of travel-time calculations when beans.ai isn’t used for travel-time estimates. Parts usage enhancements Note the following improvements to the agent flows while using parts: Replace a part when removing a part. Set the asset status for a removed part to either available or defective rather than the status being automatically set to defective. Specify a drop-off location for a removed part. Move excess parts as well as defective parts from your stockroom to the drop-off list. Create validations for using and removing part actions based on the APIs provided by Enterprise Asset Management. Source parts for work order tasks Note the following improvements to agent workflows while sourcing parts: Create transfer orders for assigned tasks automatically based on ordered preferred stockrooms. Source parts when parts are not available by placing a request. View a list of available stockrooms with available quantities when sourcing parts. Install base flows for agents Enable field service agents to view the details and hierarchy of the install base items referred to in the work order task. Now Assist for Field Service Management (FSM) Use Now Assist for FSM to summarize work order tasks. Create work order task summaries during any state of the work order task. Create task closure summaries when completing tasks on the mobile application.
Washington DC	Schedule Optimization features Use Schedule Optimization to do the following tasks: Schedule complex multi-territory assignments where an agent might be responsible for multiple territories over a longer batch processing period. Assign tasks to agents regardless of whether they’re primary or secondary members of a single or multiple territories. Optimize task scheduling by defining the capacity of your agents or work type. Provide smoother intra-day operations and efficient resource allocation when a single agent might need to handle multiple territories within the same day or across different shifts. Use new objectives such as Maximize Assignment to Earlier Shifts, Minimize Highest Priority Task Start Times, and Minimize SLA Violation when you're creating a policy. Use the improved configuration process for batch and intra-day scheduling,which provides common settings for both types while maintaining specific configurations where needed. With this process, you can eliminate duplication and ensure an efficient setup. Improve your schedule accuracy and adherence and also reduce scheduling changes when intra-day is running through two new system properties. Dispatcher Workspace features Use Dispatcher Workspace to perform the following tasks: Enable dispatchers to run Schedule Optimization throughout the day as scheduling conditions change. Create crews that are based on territory memberships. View your contractor capacity by territory in the calendar view. View agents on the calendar by their availability in the territory. Create personal events for Field Service agents to show when they are unavailable for non-work order reasons like an appointment or a phone call they have scheduled. Change the amount of time shown on the calendar to time intervals of 15, 30, 45, or 60 minutes. Send messages to agents to discuss work order tasks. Make bulk updates for your calendar events to save time. Source one or more parts from a preferred stockroom or assignment group and then transfer them to your personal stockroom to ensure the prompt completion of work order tasks. Beans.ai map integration for travel estimates Use beans.ai, a new map provider, for travel time estimates for Dynamic Scheduling, Route Optimization, manual task assignment, and agent estimated time arrivals. Territory Planning features Use Territory Planning to do the following tasks: Create territory-specific crews to streamline territory management, task scheduling, and resource allocation. Link multiple geographies to one territory by using a composite geography capability that simplifies the representation of complex areas and enables you to have more data management flexibility. Manage the territories, customized hour ranges, tasks, and agent schedules for your internal agents and contractors so that you can allocate your resources accurately. Field Service Marketplace Enable Field Service dispatchers to post tasks on an exclusive contractor marketplace, where contractor companies with skilled workers can offer cost estimates and their availability. Your dispatchers can interact with qualified contractors and select the most suitable contractor for the task. Now Assist for Field Service Management (FSM) Use Now Assist for FSM to summarize work order tasks. Create work order task summaries during any state of the work order task to track progress. Create task closure summaries when completing tasks on the mobile application to provide notes for future reference. Start of week Appointment Booking Enable the system to start booking an appointment on the first day of a week or a day other than the default Sunday. Task initiator Role Enable work order initiators to qualify work orders in the draft state with the new task initiator role. Users with a task initiator role can perform the following actions on work orders or tasks that are in the draft state: Apply a work order template Add or modify work order tasks Add or modify part requirements Enhanced mobile experience to reserve parts Choose whether to reserve a part in a personal stockroom or source it from another stockroom depending on the part's availability when fulfilling or sourcing part requests. Linear assets support Enable the work order initiator or qualifier to perform the following actions: View the linear asset geometry on the service location maps and pinpoint the work location. View the linear asset geometry on the map interface and select the start and end locations on the linear assets so that you can create a service location. Enable agents to perform the following actions when working on linear asset inspection tasks: Review the start and end location details of a linear asset. Locate the asset start and end location on a map interface. The start date and work context should be highlighted on the linear asset. Inspect the different linear asset segments that need to be worked on. Create a work order task with an accurate point location on the linear asset or segment. Suggest parts with Predictive Intelligence Take advantage of automatic suggestions for required parts for work order tasks by using the Predictive Intelligence solution. Workforce features View the task and action descriptions of the work order tasks in the contextual side panel. Establish the default start and end times for new events directly on the Event Management tab.

Changes

Between your current release family and Washington DC, some changes were made to existing Field Service Management features.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	Migration of Field Service Management Core UI dashboards to Next Experience Dashboards The following Next Experience Field Service Management dashboards provide a more efficient streamlined way for you to work: Field Service Management overview Field Service Contractor Field Service Planned Maintenance Field Service Performance Analytics

Removed

Between your current release family and Washington DC, some Field Service Management features or functionality were removed.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.

Deprecations

Between your current release family and Washington DC, some Field Service Management features or functionality were deprecated.


Release	Release notes
Vancouver	Starting with the Vancouver release, the following plugins and features are no longer deployed, enhanced, or supported. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base. Legacy Field Service Management Workspace plugin (com.snc.agent_workspace_fsm). Team calendar and Manager map plugins (com.snc-work_management). Agent location history map plugin (com.snc.agent_schedule). Map plugin (com.snc.fsm_map). Instead, use the Dispatcher Workspace plugin (com.snc.uib.fsm_dispatcher_workspace). Clean Geolocation History schedule job. Instead, use Table clear. For more information, see Table cleaner. Service Management Geolocation Mobile (com.snc.service_management_m). Instead, use Field Service Mobile (com.sn_fsm_mobile). Schedule Optimization commom (com.snc_schedule_optimization.common). Instead, use Schedule Optimization Plugin (com.snc_schedule_optimization). Schedule Optimization UI components (com.snc_schedule_optimization.ui). Instead, use Schedule Optimization Plugin (com.snc_schedule_optimization). Agent Scheduling Model plugin for Flexible breaks feature in Schedule Optimization (com.snc.app_fsm_sched_model). Instead, use Workforce Optimization for Field Service to manage agent schedules and breaks (com.snc.app_fsm_wfo).
Washington DC	Starting with the Zurich release, the Enable capacity constraint for Schedule Optimization is being prepared for future deprecation. It will be no longer be applied for Schedule Optimization. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.

Activation information

Review information on how to activate Field Service Management.


Release	Release notes
Vancouver	Dynamic bundling with policies and rules is available with the activation of Field Service Task Bundling. For details, see Activate Field Service Task Bundling. Intra-day schedule automation for automatic mid-day scheduling of work order tasks is available by activating the Field Service Management Scheduling Automations plugin (com.snc.sn_app_fsm_scheduling_flows). Use Beans.ai as a map provider to support travel time estimates and customize straight-line computation parameters by activating the Beans Spoke (com.sn_beans_ai_spoke) and Map Integration for Field Service (com.snc.app_fsm_map_integr) plugins.
Washington DC	Field Service Management is a ServiceNow AI Platform feature that is available with activation of the Field Service Management plugin (field_service_management). For details, see Activate Field Service Management. Additional Field Service Management features are available with the activation of other plugins. For details, see Additional plugins for Field Service Management. Field Service Marketplace is available with activation of the Field Service Marketplace plugin ( com.snc.fsm_marketplace). For details, see Activate Field Service Marketplace.

Additional requirements

If any additional requirements were introduced or changed for Field Service Management we have noted them here.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.

Browser requirements

If any specific browser requirements were introduced or changed for Field Service Management we have noted them here.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.

Accessibility information

Review details on accessibility information for Field Service Management, such as specific requirements or compliance levels.


Release	Release notes
Vancouver	You can enable a dark theme or mode in Mobile Agent. This option is commonly used to alleviate eye strain and improve readability. For more information, see Activate dark mode.
Washington DC	No updates for this release.

Localization information

If there are specific localization considerations for Field Service Management we have noted them here.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.

Highlight information

If there are specific highlight considerations for Field Service Management we have noted them here.


Release	Release notes
Vancouver	Streamline agent schedules using intra-day optimization. Optimize agent routes and dynamic scheduling policies by bundling work order tasks. View agent and schedule information in the contextual side panel of Dispatcher Workspace. Source and use parts with the enhanced inventory management workflows for agents. Add equipment to planned or task crews with enhanced mobile workflows. See Field Service Management for more information.
Washington DC	Identify and pinpoint the work order locations on your structured linear assets for accurate field service operations. Streamline your inventory management and ensure that you have timely access to the right parts by viewing the descriptions, models, and related criteria in similar work orders. Explore the Field Service marketplace to help you streamline the work for your contractors and make decisions based on time and costs regarding the task assignments for your contractors. Enable dispatchers to run Schedule Optimization on demand throughout the day as scheduling conditions change. See Field Service Management for more information.