Roles installed with Field Service Management
Roles are added with 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. - Create, read, upload, and delete ACLs for Custom Map Screen and Custom Map Provider. - Review quality management configuration, auto close configuration, and monitor the quality dashboard. - Manage the Acceptance due date, and work management order fields. - Assign skills to agents. - Migrate UI actions to questionnaires. | - wm\_approver\_user - fsm\_skill\_admin \(contains the skill\_manager role\) - dynamic\_scheduling\_admin - wm\_agent - skill\_model\_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\[wm\_location\_agent\] |
Note: Work Management and Service Organization plugins are to be installed. | wm\_location\_security |
| Field Service Management location manager\[wm\_location\_assignment\_manager\] |
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. - 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 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 - Assign skills to agents - View and maintain personal events | - fsm\_skill\_admin \(contains the skill\_manager role\) - 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.
| 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. |
Parent Topic:Components installed with Field Service Management