Order Management integration with Field Service Management

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

    • Provides an integration between the Order Management and the Field Service Management applications. This integration is available to all ServiceNow customers with the Order Management (com.sn_ind_tmt_orm) plugin, Field Service Management Configurable Workspace (com.snc.uib.fsm_agent_workspace) plugin, and Field Service Management (com.snc.work_management) plugin.

    Overview

    This integration enables automatic and manual creation of work orders from the Order Management application to the Field Service Management application. This integration ensures collaboration between the Order Management and the Field Service Management applications to support the end-to-end order fulfillment process. Work orders are created for an order that requires field service work by field agents. The order fulfillment agents and managers can more efficiently manage order tasks and work order dependencies.

    Key features

    • Automation of work order creation, updates, and tracking.
    • UI-based manual triggering of work order to Field Service Management. Schedule field service work and communicate work note updates to field service dispatchers and agents.
    • Synchronization of information between Order Management and Field Service Management for status, work note, customer details, and other updates.
    • Tracking and managing the end-to-end workflow of orders and associated work orders in the fulfillment process.