Incident Management for Field Service components
Various plugins, script includes, and business rules are installed with the Incident Management for Field Service application.
Plugin
The Incident Management for Field Service application (sn_fsm_inc_mng) plugin must be activated. For more information on the steps to activate a plugin, see Activate Incident Management for Field Service.
Script Includes
Incident Management for Field Service adds the following new script includes.
| Script Include | Description |
|---|---|
| IncidentWorkOrderUtil | Updates the incident record work notes when any the following actions happen: - The state of work order changes. - The incident record is automatically resolved when the work order is closed. - The work order is deleted |
| IncidentWorkOrderIntegration | Provides the default implementation that helps in integrating incidents with work orders using the extension point. |
Business rules
Incident Management for Field Service adds the following new business rules.
| Business Rule | Table | Description |
|---|---|---|
| Cancel Work Order | Incident\[incident\] | Cancels the work order when the incident record is canceled. |
| Update incident with work order changes | Work Order \[wm\_order\] | Updates the incident record when the state of the work order changes. Automatically closes the incident request if work order is Closed complete. |
| Update Work order deletion to | Work Order \[wm\_order\] | Updates the work notes of the incident record if the work order is deleted. |
Roles
Incident Management for Field Service modifies the following existing role.
| Role title \[name\] | Description | Contains roles |
|---|---|---|
| Field Service Management Agent\[wm\_agent\] | Manages actual task time and performs work on site. Agents can view parent incident details from the work order task. | sn\_incident\_read |
Parent Topic:Integration with Incident Management