Integration with Incident Management
With ServiceNow Incident Management for Field Service, create work orders from an incident record and also track the progress of the work order directly in the incident record when a state change occurs or a work note is added to the work order.
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Incident Management for Field Service provides an integration between the Incident Management and Field Service Management applications. The Incident Management application enables ITIL agents to create work orders from incident requests in the CSM Configurable Workspace and ServiceNow AI Platform application. This integration provides a unified experience to ITIL agents by enabling them to track the progress of a related work order directly in the incident request.
- Activate Incident Management for Field Service
You can install the Incident Management for Field Service application (sn_fsm_inc_mng) if you have the admin role. The application includes demo data and installs related ServiceNow® Store applications and plugins if they are not already installed. - Setting up Incident Management for Field Service
Install and set up the Incident Management for Field Service application to track work order progress. - Create a work order from incident record in the CSM Configurable Workspace
Create a work order directly from the incident record using the CSM Configurable Workspace. - View work order details from the incident record using the CSM Configurable Workspace
View or track the progress of work order in the associated incident record from CSM Configurable Workspace. - View work order details from incident record using the Mobile Agent application
View the work order details for the related incident record from your Mobile Agent application. - Incident Management for Field Service components
Various plugins, script includes, and business rules are installed with the Incident Management for Field Service application.
Parent Topic:Integrating Field Service Management with other applications