Roles installed with Field Service Management

Yokohama Field Service Management

Release

yokohama

ft:locale

en-US

ft:publication_title

Yokohama Field Service Management

ft:clusterId

fsm

bundleId

fsm

workflow

Customer and Industry

Roles installed with Field Service Management

Release version: Yokohama

Updated January 30, 2025

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Summary of Roles installed with Field Service Management

This document outlines the predefined roles included with the Field Service Management (FSM) application in ServiceNow, starting with the Yokohama release. Each role is designed to enable specific responsibilities and permissions related to managing field service operations. Understanding these roles helps customers assign appropriate access and capabilities to their users to streamline field service workflows efficiently.

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Key Roles and Their Capabilities

Field Service Management Administrator [wmadmin]: Full control over FSM data including creating, editing, and deleting work orders, tasks, models, and incidentals; booking appointments; and managing questionnaires. Can override all FSM information and delete records.
Field Service Management Agent [wmagent]: Performs onsite work, manages task acceptance, adds parts and work notes, creates tasks, submits questionnaires, and books appointments. Cannot update scheduling windows.
Location Agent [wmlocationagent] and Location Manager [wmlocationassignmentmanager]: Agents can accept/reject tasks and add notes, while managers can create and assign tasks within their service organizations. Both require Work Management and Service Organization plugins.
Approver User [wmapproveruser]: Approves work orders prior to qualification or assignment.
Basic [wmbasic]: Enables creation and follow-up of work orders with common data access shared across FSM roles.
Dispatcher [wmdispatcher]: Manages task scheduling, parts sourcing, assignment, and editing work order tasks through to assignment. Can set travel and work times and add notes.
Initiator and Initiator Qualifier Variants [wminitiator, wminitiatorqualifier, wminitiatorqualifierdispatcher]: Responsible for creating work orders and tasks, assigning qualifications, sourcing parts, assigning skills, and managing agent tasks depending on variant.
Manager [wmmanager]: Oversees agent skills, time cards, work schedules, and personal events.
Qualifier [wmqualifier]: Qualifies work orders, creates and modifies tasks, assigns dispatch groups, sources parts, and adds technical details to draft tasks.
Read-Only [wmread]: Provides read access to work orders and tasks.
Service Desk Agent [snfsmservicedeskagent]: Allows creating and progressing work orders via templates.
Task Initiator [wmtaskinitiator]: Can create, delete, and modify tasks and part requirements in draft state.

Role Integration with Customer Service Management

When Customer Service Management (CSM) is enabled alongside FSM, certain CSM roles can be added to FSM agents to extend their capabilities:

sncustomerservice.caseviewer: Grants read access to cases with the same field visibility as CSM agents.
sncustomerservice.customerdataviewer: Allows read-only access to customer-related data such as install base items, contracts, entitlements, accounts, assets, and sold products.
sncustomerservice.proxycontact: Enables creating cases via record producers.
wmlocationsecurity: Restricts data viewing based on provider service organization affiliation.

Practical Application for ServiceNow Customers

Assigning the correct FSM roles to users ensures proper segregation of duties and access control, aligning with organizational processes for field service operations. The roles support various functions from administrative control to task execution and scheduling, enabling efficient management of field resources. Integration with CSM roles enhances service agents’ visibility and ability to manage customer cases alongside field tasks, supporting a unified customer service and field operation experience.

Roles are added with Field Service Management.

Table 1. Roles in Field Service Management
Role title [name]	Description	Contains Roles
Field Service Management Administrator [wm_admin]	Manages data related to field service management. Field service management administrators also can: Control and override all information in the Field Service Management application. Delete work orders and tasks. Create tasks using the Clone Task feature. Create, edit, and delete work order models and work task models. Create, edit, and delete incidentals. View expense lines. View certain fields in non-subscription-based contracts. Create questionnaires. Book an appointment.	wm_approver_user fsm_skill_admin dynamic_scheduling_admin wm_agent skill_model_admin skill_admin territory_admin sn_apptmnt_booking.appointment_booking_admin plan_maint_admin wm_dispatcher questionnaire_admin catalog_admin wm_qualifier knowledge_manager template_admin
Field Service Management Agent [wm_agent]	Manages actual task time and performs work on site. Agents also can: Accept or reject tasks assigned to them. Add parts requirements. Source parts. Create tasks using the Clone Task feature. Add work notes to work orders and work order tasks. Submit questionnaires. Create, edit, and delete incidentals. View expense lines. View certain fields in non-subscription-based contracts. Book an appointment. Agents can’t update schedule or task window times or toggle the window control.	wm_basic skill_user inventory_user territory_user document_management_user agent_schedule_user questionnaire_user sn_apptmnt_booking.appointment_booking_manager timecard_user fsm_skill_user
Field Service Management location agent [wm_location_agent]	Accept or reject tasks assigned to them. Create tasks using the clone task feature. Add work notes to work orders and work order tasks. Note: Work Management and Service Organization plugins are to be installed.	wm_location_security
Field Service Management location manager [wm_location_assignment_manager]	Create, read, and write work orders. Create, read, and write work order tasks. Assign work order tasks to fulfillers within their own service organizations. Note: Work Management and Service Organization plugins are to be installed.	wm_location_security fsm_skill_user
Field Service Management Approver User [wm_approver_user]	Responsible for approving work orders before they’re qualified or assigned.	approver_user cmdb_read
Field Service Management Basic [wm_basic]	Create work orders and follow up on work orders they had created. Common data access shared by all field service roles.	task_activity_writer skill_user inventory_user territory_user wm_read service_fullfiller document_management_user fsm_skill_user
Field Service Management Dispatcher [wm_dispatcher]	Schedules tasks, adds parts, and assigns tasks to work agents. Dispatchers also can: Create tasks. Add part requirements. Source parts. Edit all work order task fields and manage tasks from Draft to Assigned status. Edit the Assigned to field until work starts. Create tasks using the Clone Task feature. Set actual travel time and work start and end times if needed. Add work notes to any field service record. Create, edit, and delete incidentals. View expense lines. View certain fields in non-subscription-based contracts.	wm_basic inventory_user territory_user dynamic_scheduling_user document_management_user sn_customerservice.customer_data_viewer skill_model_user sn_apptmnt_booking.appointment_booking_manager timecard_user
Field Service Management Initiator [wm_initiator]	Creates work orders and assigns qualification group. Initiators also can: Edit work orders that they create that are in the Draft state. Add work notes to any field service record. View work order tasks and part requirements.	wm_basic
Field Service Management Initiator Qualifier [wm_initiator_qualifier]	Initiator-qualifiers can: Create work orders. Create tasks. Add part requirements. Source parts. Assign skills to agents. View incidentals.	wm_initiator wm_qualifier
Field Service Management Initiator Qualifier Dispatcher [wm_initiator_qualifier_dispatcher]	Initiator-qualifier-dispatchers can: Create work orders. Create tasks. Add parts requirements. Source parts. Assign skills to agents. Assign work to agents. Manage agent tasks. View incidentals.	wm_initiator wm_dispatcher wm_qualifier
Field Service Management Manager [wm_manager]	Field Service Managers can: Manage agent skills Manage time cards View and maintain work schedules View and maintain personal events	fsm_skill_admin wm_agent timecard_manager agent_schedule_manager
Field Service Management Qualifier [wm_qualifier]	Qualifies work orders and creates work order tasks. Qualifiers also can: Edit work orders in the Qualified state. Edit work orders in the Awaiting Qualification state. Edit tasks that are in the Draft state to provide technical details, such as information about CIs involved or parts needed. Create tasks using the Clone Task feature. Change the qualification group. Set the dispatch group. Add part requirements. Source parts Add work notes to any field service record. View incidentals.	wm_basic inventory_user territory_user document_management_user skill_model_user
Field Service Management Read [wm_read]	Capable of reading work orders and work order tasks.	sn_apptmnt_booking.appointment_booking_user cmdb_read
Field Service Desk Agent [sn_fsm_servicedesk_agent]	Allows a user to create a work order, apply a template, and progress the work order.	wm_read sn_apptmnt_booking.appointment_booking_user
Field Service Management Task Initiator [wm_task_initiator]	Create, delete, and modify work order tasks and part requirements when both the work order and work order task are in the draft state.	wm_initiator

Role integration with Customer Service Management

When you enable the Customer Service Management plugin (com.sn_customerservice) along with the Field Service Management plugin (com.snc.work_management) and add specific Customer Service roles to Field Service agents, they can view or create a case and also view additional customer service data. For more information on customer service agent roles, see Roles installed with Customer Service Management.

Table 2. Role integration for Customer Service agents
Adding this role	Allows agents
sn_customerservice.case_viewer	To have read access to cases. To view all fields in a case that a customer service agent [sn_customerservice_agent] can access.
sn_customerservice.customer_data_viewer	To have read-only access to customer data entities such as: Install base items Contracts Entitlements Accounts, contacts, and account team members Assets Consumers Sold product
sn_customerservice.proxy_contact	To create a case using a record producer.
wm_location_security	View data based on the provider service organization.