Integration with Industry products

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

    • Provides an integration between the Industry products and Field Service Management application.

    Customers and consumers can view case-related work orders from all Industry products portals and application interfaces. Users can view account and contact information on work orders and work order tasks in the Field Service Management application.

    When a user creates a work order from a customer service case, initiated from industry products, the work order and task forms include case-related information such as the account and contact.

    When a customer or a consumer views a case from any of the Industry products, they can view the details of any work orders and tasks related to the case.

    Industry products

    The following ServiceNow® Industry Products extend the value of supporting data models, frameworks, and capabilities required to integrate with work orders in Field Service Management.

    Product use rights included with Industry products

    If you have purchased a subscription for the Customer Service Management application and have the customer service agent [sn_customerservice_agent] or the customer service agent manager [sn_customerservice_manager] role, you can create and view all work orders and appointments related to your case. If you are an external user with the snc_external role, you can create and view all case-related work orders and appointments related either to your account or a related  account.

    Access to Field Service Management plugin

    Industry products gain access to field service work orders and tasks using Customer Service with Field Service Management plugin (com.snc.csm_fsm_integration). This plugin requires:
    • Field Service Management
    • Customer Service Management
    • Customer Service Portal

    Changes to the Field Service Management application

    In the Field Service Management application, this integration adds the following fields to the Work Order form. These fields are visible in the Case view. To display these fields, right-click the Work Order form header and select View > Case.
    • Account
    • Consumer
    • Contact
    • Asset
    • Partner
    • Partner Contact

    Updating the Account field on the Work Order form also updates the Company field.

    Updating the Contact field on the Work Order form updates the Caller field.