Activate Playbooks for Field Service Management

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read

    • Activate Workflow Studio Playbooks on your instance so that you can create Playbooks triggered by tables.

    Before you begin

    Role required: Admin.

    About this task

    In order to create Playbooks in Workflow Studio that are triggered by Field Service Management tables, you must purchase a subscription to Field Service Management.

    To purchase this subscription, contact your ServiceNow account manager. Your account manager can arrange to have the plugin activated on your organization's production and subproduction instances, generally within a few days.

    If you don't have an account manager, decide to delay activation after purchase, or want to evaluate the product on a subproduction instance without charge, follow these steps to enable the Playbooks for Field Service Management [com.sn_fsm_playbook] plugin:

    Procedure

    1. Navigate to All > System Applications > All Available Applications > All.
    2. On the All Applications page, select Request Plugin to open the Activate Plugin form on Now Support.
      Admin view of Activate Plugin form to capture details for activating the CSM Workspace plugin on a selected instance. For the text description, refer to the Activate Plugin form table.
    3. On Now Support, select the link to access the Now Support Service Portal Service Catalog.
      Message informing customers about new service portal with a link provided.
    4. Select your instance.
    5. Select Actions > Activate Plugin.
    6. On the Activate Plugin form, provide the following information.
      Table 1. Activate Plugin form
      Field Description

      What is your target instance

      Instance on which to activate the plugin.

      Which plugin would you like to activate

      Name of the plugin to activate.

      Note:
      If the system does not list the plugin you want or if you are activating the plugin on an OEM or on-premise instance, select the Plugin I'm looking for is not listed check box and then enter the name of the plugin.

      Select Maintenance Date and Time

      The date and time to activate the plugin.

      Note:
      Plugins are activated in two batches, once in the morning and once in the evening, on every business day in the US Pacific time zone. If the plugin must be activated at a specific time, enter the request in the Reason/Comments field.

      For example, see the following form to activate the CSM Workspace plugin on an instance named My Instance.

      Figure 1. Activate Plugin form
      Admin view of the form to capture details of the CSM Workspace plugin on a selected instance. For the text description, refer to the Activate Plugin form table.
    7. Select Submit.
      For additional details about requesting a plugin, see Requesting a Plugin from the Service Catalog [KB0751715] article in the Now Support Knowledge Base.

    Result

    Enabling the Playbooks for Field Service Management [com.sn_fsm_playbook] plugin lets you create Playbooks for these tables and their extensions:
    • Work Task Flow [sf_work_task]
    • Work Order Flow [sf_work_order]
    • Work Order Task [wm_Task]
    • Work Order [wm_order]
    • Work Order Model [cmdb_workorder_product_model]
    • Work Task Model [cmdb_worktask_product_model]
    • Work Type [wm_work_type]
    • Agent Personal Schedule [agent_events]
    • Appointment Booking [sn_apptmnt_booking_appointment_booking]
    • Questionnaire [wm_questionnaire]
    • Service Order Task [sm_task]
    • Service Order Task Template Dependency [sm_m2m_task_template_dependency]
    • Asset Usage [sm_asset_usage]
    • Part Requirement [sm_part_requirement]
    • Service Management Incidentals [sm_incidentals]