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

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# Incident Management for Field Service components

# Incident Management for Field Service components {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Various plugins, script includes, and business rules are installed with the Incident Management for Field Service application.

## Plugin {#incident-management-for-field-service-components__section_ps1_z1v_frb}

The Incident Management for Field Service application
(sn_fsm_inc_mng) plugin must be activated. For more information on the steps to
activate a plugin, see [Install Incident Management for Field Service](https://www.servicenow.com/docs/kxHsj0pObM6Vr1lI3VUmoQ "You can install the Incident Management for Field Service application (sn_fsm_inc_mng) if you have the admin role.The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.").

## Script Includes {#incident-management-for-field-service-components__section_apd_1hv_wqb}

Incident Management for Field Service adds the following new script includes.{#incident-management-for-field-service-components__table_ikv_hhv_wqb__entry__2}

| Script Include | Description |
|-|-|
| IncidentWorkOrderUtil | Updates the incident record work notes when any the following actions happen: * The state of work order changes. * The incident record is automatically resolved when the work order is closed. * The work order is deleted {#incident-management-for-field-service-components__ul_um5_dnv_wqb} |
| IncidentWorkOrderIntegration | Provides the default implementation that helps in integrating incidents with work orders using the extension point. |
[Table 1. Scripts installed with the Incident Management for Field Service application]

{#incident-management-for-field-service-components__table_ikv_hhv_wqb}

## Business rules {#incident-management-for-field-service-components__section_mdv_lhv_wqb}

Incident Management for Field Service adds the following new business rules.{#incident-management-for-field-service-components__table_xrp_phv_wqb__entry__3}

| Business Rule | Table | Description |
|-|-|-|
| Cancel Work Order | Incident \[incident\] | Cancels the work order when the incident record is canceled. |
| Update incident with work order changes | Work Order \[wm_order\] | Updates the incident record when the state of the work order changes. Automatically closes the incident request if work order is Closed complete. |
| Update Work order deletion to | Work Order \[wm_order\] | Updates the work notes of the incident record if the work order is deleted. |
[Table 2. Business rules installed with the Incident Management for Field Service application]

{#incident-management-for-field-service-components__table_xrp_phv_wqb}

## Roles {#incident-management-for-field-service-components__section_ibp_jvv_d5b}

Incident Management for Field Service modifies the following existing role.{#incident-management-for-field-service-components__table_uqn_gpb_jvb__entry__3}

| Role title \[name\] | Description | Contains roles |
|-|-|-|
| Field Service Management Agent \[wm_agent\] | Manages actual task time and performs work on site. Agents can view parent incident details from the work order task. | sn_incident_read |
[Table 3. Role installed with the Incident Management for Field Service application]

{#incident-management-for-field-service-components__table_uqn_gpb_jvb}