Field Service Virtual Agent Conversations release notes

  • Release version: Store
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Field Service Virtual Agent Conversations Release Notes

    The Field Service Virtual Agent Conversations application enhances the efficiency of field service workers by providing an automated chatbot that understands natural language. It enables agents to manage upcoming tasks and select nearby tasks effectively. The release notes detail the version history and improvements made to the application.

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    Key Features

    • Version 1.7.0 - August 2025: Enhanced handling of task dependencies. Agents are informed of any dependency conflicts when starting tasks and can choose to override conflicts, navigate to previous tasks, or cancel actions. The AllowOverridesWhenDependencyConflictsFound setting controls the visibility of tasks with conflicts.
    • Version 1.6.0 - August 2024: Updated API for SM Config properties to support multiple configurations within the Field Service application.
    • Version 1.5.0 - August 2023: Introduction of dark theme support.
    • Version 1.4.0 - February 2023: Code refactoring related to work management plugin dependencies and improved handling for agents and tasks at the same location.
    • Version 1.3.0 - July 2021: Integration of maximum travel radius considerations for displaying nearby tasks and inclusion of crew tasks in upcoming tasks.
    • Version 1.2.0 - November 2020: Addition of the 'Debrief tasks' topic for reporting time worked and incidentals.

    Key Outcomes

    These updates enhance the overall user experience and operational efficiency for field service agents. The improvements in task dependency management and configuration flexibility allow agents to make informed decisions, which ultimately leads to better task execution and resource management in the field.

    Version history for the Field Service Management Field Service Virtual Agent Conversations on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 1.7.0 - August 2025
    • New:
      • Virtual agent improvements for Task Dependencies
        • We have updated the Virtual Agent conversational flows for both "Upcoming Tasks" and "Nearby Tasks" to better handle task dependencies. When an agent attempts to start work or start travel on a task with dependency conflicts, the VA will now inform the agent about the dependency and offer options to either start the task anyway, navigate to the previous dependent task, or cancel the action. This mirrors the platform behavior for a consistent experience.
        • Setting dependency for nearby tasks: Nearby Task visibility and override behavior are controlled by the AllowOverridesWhenDependencyConflictsFound setting. If this setting is enabled, tasks will be shown even if there are dependency conflicts, and agents can choose to override the conflicts during the conversation. If the setting is disabled, tasks with unresolved dependency conflicts will not be displayed in the list. In both cases, when starting a task with conflicts, agents will be guided through the updated conversational flow.
    • Changed: Previously, the distance unit and maximum travel radius for an agent were fetched from the Work Parameters table. Now, they are fetched from the Resource Schedule Attributes table. Customers should configure these attributes in the new table going forward to get the nearby tasks for agent.
    Version 1.6.0 - August 2024
    Changed: Replaced the existing API to get SM Config properties with newer version which allows Field Service application to have multiple SM Configs.
    Version 1.5.0 - August 2023
    • New
      • Dark theme uptake
    Version 1.4.0 - February 2023
    • Changed:
      • Code refactoring due to work management plugin dependency changes
      • Updated Near by tasks topic to handle the situation when agent and task is at same location and work parameter information is not specified for agent
    Version 1.3.0 - July 2021
    • New:
      • Consider field service agent work parameters 'maximum travel radius' to show near by tasks
      • Display crew tasks along with individual tasks in Upcoming tasks topic
    Version 1.2.2 - February 2021
    Fixed: minor bug fixes
    Version 1.2.1 - December 2020
    Fixed: Provided patch to fix insecure user reference check
    Version 1.2.0 - November 2020
    New: The topic 'Debrief tasks' is created to allow field service agents to report time worked and incidentals
    Version 1.0.0 - October 2020
    Get instant access to frequently performed activities with Field Service Virtual Agent Conversations - an automated, conversational chatbot that understands natural human language. The Field Service Virtual Agent Conversations application provides field service workers the capability to act upon upcoming tasks and pick nearby tasks.