Field Service Management Intelligent Task Recommendations release notes
Version history for the ServiceNow® Field Service Management Intelligent Task Recommendations application on the ServiceNow Store.
Important:
For details on system requirements and family compatibility, view the application
listing on the ServiceNow Store
website.
- Version 29.1.0 - June 2026
- New: Intelligent Task Recommendation now supports territory-based workflows. Dispatchers and agents can receive task recommendations based on territory assignments, in addition to existing assignment group logic. Territory demand channel mappings are honored, ensuring only tasks matching an agent’s mapped demand channels are recommended to fill schedule gaps. Recommendations respect agent-level and multi-territory demand channel assignments, and demand channel filtering is consistently applied in both Dispatcher Workspace and the Agent mobile app. Task ranking is performed after demand channel filtering.
- Version 29.0.6 - March 2026
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- Task Assignment Recommendations helps dispatchers match technicians to work orders based on the factors that actually determine whether a job gets done right — distance, travel time, parts availability, schedule fit, and mobile capability.
- Without it, dispatchers rely on tribal knowledge and manual checks to make assignment calls that should be data-driven. With it, the system surfaces recommended assignments based on configurable criteria, so dispatchers spend less time figuring out who to send and more time handling exceptions.
- The recommendation engine is built specifically for field service — not a generic task routing framework — which means the criteria it uses reflect real operational constraints, not abstract matching logic.