field-service

사용 방법

설치 명령을 복사하고 자신의 에이전트 환경에 설치하기 전에 소스 패키지를 확인하세요.
필요한 도구, 인증 정보, 지원 환경은 원본 문서에서 확인하세요.
입력과 원하는 산출물을 설명하고 출처와 결과를 대조하세요.

npx skills add https://github.com/serac-labs/serac --skill field-service

시작 전 확인

설치에는 모델 구독, API 한도, 파일 접근 권한이 포함되지 않습니다.
별점 수와 설치 수는 활동 지표이며 독립적인 품질·보안 검증이 아닙니다.

원본 Skill 문서

원본 저장소의 제목, 예시, 코드, 표, 링크, 이미지를 유지해 표시합니다.

Field Service Management for ServiceNow

Field Service Management (FSM) manages work orders, technician dispatch, and mobile field operations.

FSM Architecture

Work Order (wm_order)
    ├── Work Order Tasks (wm_task)
    │   ├── Time Entries
    │   └── Parts Used
    ├── Asset/CI
    └── Location

Dispatch
    ├── Scheduling
    └── Route Optimization

Key Tables

Table	Purpose
`wm_order`	Work orders
`wm_task`	Work order tasks
`wm_resource`	Field technicians
`wm_schedule_entry`	Schedule entries
`wm_territory`	Service territories

Work Orders (ES5)

Create Work Order

javascript

// Create work order (ES5 ONLY!)
var workOrder = new GlideRecord("wm_order")
workOrder.initialize()

// Basic info
workOrder.setValue("short_description", "HVAC repair - Building A")
workOrder.setValue("description", "AC unit not cooling properly")
workOrder.setValue("priority", 2)

// Classification
workOrder.setValue("work_order_type", "repair")
workOrder.setValue("category", "hvac")

// Location
workOrder.setValue("location", locationSysId)
workOrder.setValue("cmdb_ci", hvacUnitCISysId)

// Customer/Contact
workOrder.setValue("account", customerAccountSysId)
workOrder.setValue("contact", contactSysId)

// Scheduling
var scheduledStart = new GlideDateTime()
scheduledStart.addDaysLocalTime(1)
workOrder.setValue("scheduled_start", scheduledStart)

// Assignment
workOrder.setValue("assignment_group", fieldServiceGroupSysId)

// SLA
workOrder.setValue("sla", slaDefinitionSysId)

workOrder.insert()

Work Order Tasks

javascript

// Create work order tasks (ES5 ONLY!)
function createWorkOrderTasks(workOrderSysId, tasks) {
  var createdTasks = []

  for (var i = 0; i < tasks.length; i++) {
    var task = new GlideRecord("wm_task")
    task.initialize()
    task.setValue("work_order", workOrderSysId)
    task.setValue("short_description", tasks[i].description)
    task.setValue("order", (i + 1) * 100)

    // Estimated duration
    task.setValue("estimated_duration", tasks[i].duration)

    // Skills required
    if (tasks[i].skills) {
      task.setValue("skills", tasks[i].skills)
    }

    // Parts needed
    if (tasks[i].parts) {
      task.setValue("u_parts_required", tasks[i].parts)
    }

    var taskSysId = task.insert()
    createdTasks.push({
      sys_id: taskSysId,
      number: task.getValue("number"),
    })
  }

  return createdTasks
}

// Example
createWorkOrderTasks(workOrderSysId, [
  { description: "Diagnose AC unit", duration: "01:00:00", skills: "hvac_certified" },
  { description: "Replace compressor", duration: "02:00:00", parts: "COMP-AC-001" },
  { description: "Test and verify", duration: "00:30:00" },
])

Technician Management (ES5)

Create Resource Profile

javascript

// Create field technician profile (ES5 ONLY!)
var resource = new GlideRecord("wm_resource")
resource.initialize()

// Link to user
resource.setValue("user", userSysId)

// Skills
resource.setValue("skills", "hvac_certified,electrical,plumbing")

// Territory
resource.setValue("territory", territorySysId)

// Availability
resource.setValue("work_schedule", scheduleId)

// Vehicle/Equipment
resource.setValue("vehicle", vehicleCISysId)

// Active
resource.setValue("active", true)

resource.insert()

Check Technician Availability

javascript

// Get available technicians for time slot (ES5 ONLY!)
function getAvailableTechnicians(scheduledStart, scheduledEnd, requiredSkills, territory) {
  var available = []

  // Get all active technicians in territory
  var resource = new GlideRecord("wm_resource")
  resource.addQuery("active", true)
  if (territory) {
    resource.addQuery("territory", territory)
  }
  resource.query()

  while (resource.next()) {
    // Check skills
    if (requiredSkills && !hasRequiredSkills(resource, requiredSkills)) {
      continue
    }

    // Check availability
    if (!isAvailable(resource, scheduledStart, scheduledEnd)) {
      continue
    }

    var user = resource.user.getRefRecord()
    available.push({
      resource_sys_id: resource.getUniqueValue(),
      user_sys_id: user.getUniqueValue(),
      name: user.getDisplayValue(),
      skills: resource.getValue("skills"),
      territory: resource.territory.getDisplayValue(),
    })
  }

  return available
}

function hasRequiredSkills(resource, requiredSkills) {
  var techSkills = resource.getValue("skills").split(",")
  var required = requiredSkills.split(",")

  for (var i = 0; i < required.length; i++) {
    if (techSkills.indexOf(required[i].trim()) === -1) {
      return false
    }
  }
  return true
}

function isAvailable(resource, start, end) {
  // Check for conflicting assignments
  var assignment = new GlideRecord("wm_schedule_entry")
  assignment.addQuery("resource", resource.getUniqueValue())
  assignment.addQuery("start", "<", end)
  assignment.addQuery("end", ">", start)
  assignment.query()

  return !assignment.hasNext()
}

Dispatch & Scheduling (ES5)

Assign Work Order

javascript

// Dispatch work order to technician (ES5 ONLY!)
function dispatchWorkOrder(workOrderSysId, resourceSysId, scheduledStart, scheduledEnd) {
  // Create schedule entry
  var schedule = new GlideRecord("wm_schedule_entry")
  schedule.initialize()
  schedule.setValue("work_order", workOrderSysId)
  schedule.setValue("resource", resourceSysId)
  schedule.setValue("start", scheduledStart)
  schedule.setValue("end", scheduledEnd)
  schedule.setValue("state", "scheduled")
  schedule.insert()

  // Update work order
  var wo = new GlideRecord("wm_order")
  if (wo.get(workOrderSysId)) {
    wo.setValue("assigned_to", getResourceUser(resourceSysId))
    wo.setValue("scheduled_start", scheduledStart)
    wo.setValue("scheduled_end", scheduledEnd)
    wo.setValue("state", "assigned")
    wo.update()
  }

  // Notify technician
  gs.eventQueue("wm.work_order.assigned", wo, resourceSysId, "")

  return schedule.getUniqueValue()
}

Auto-Dispatch

javascript

// Auto-dispatch to best available technician (ES5 ONLY!)
function autoDispatch(workOrderSysId) {
  var wo = new GlideRecord("wm_order")
  if (!wo.get(workOrderSysId)) {
    return { success: false, message: "Work order not found" }
  }

  // Get requirements
  var scheduledStart = new GlideDateTime(wo.getValue("scheduled_start"))
  var estimatedDuration = wo.getValue("estimated_duration") || "02:00:00"

  var scheduledEnd = new GlideDateTime(scheduledStart)
  var durationParts = estimatedDuration.split(":")
  scheduledEnd.addSeconds(
    parseInt(durationParts[0], 10) * 3600 + parseInt(durationParts[1], 10) * 60 + parseInt(durationParts[2], 10),
  )

  var requiredSkills = wo.getValue("u_required_skills")
  var location = wo.location.getRefRecord()
  var territory = location.getValue("u_territory")

  // Find available technicians
  var available = getAvailableTechnicians(scheduledStart, scheduledEnd, requiredSkills, territory)

  if (available.length === 0) {
    return { success: false, message: "No available technicians" }
  }

  // Select best match (first available, could add routing optimization)
  var bestMatch = available[0]

  // Dispatch
  var scheduleId = dispatchWorkOrder(workOrderSysId, bestMatch.resource_sys_id, scheduledStart, scheduledEnd)

  return {
    success: true,
    technician: bestMatch.name,
    schedule_id: scheduleId,
  }
}

Mobile Field Service (ES5)

Update Work Order Status (Mobile)

javascript

// Update from mobile app (ES5 ONLY!)
function updateWorkOrderFromMobile(workOrderSysId, statusUpdate) {
  var wo = new GlideRecord("wm_order")
  if (!wo.get(workOrderSysId)) {
    return { success: false, message: "Work order not found" }
  }

  // Update state
  if (statusUpdate.state) {
    wo.setValue("state", statusUpdate.state)

    if (statusUpdate.state === "work_in_progress") {
      wo.setValue("actual_start", new GlideDateTime())
    } else if (statusUpdate.state === "closed_complete") {
      wo.setValue("actual_end", new GlideDateTime())
    }
  }

  // Add work notes
  if (statusUpdate.notes) {
    wo.work_notes = statusUpdate.notes
  }

  // Update location (GPS)
  if (statusUpdate.latitude && statusUpdate.longitude) {
    wo.setValue("u_technician_latitude", statusUpdate.latitude)
    wo.setValue("u_technician_longitude", statusUpdate.longitude)
  }

  wo.update()

  return { success: true }
}

Record Time Entry

javascript

// Record technician time (ES5 ONLY!)
function recordTimeEntry(workOrderSysId, timeData) {
  var entry = new GlideRecord("time_card")
  entry.initialize()

  entry.setValue("task", workOrderSysId)
  entry.setValue("user", gs.getUserID())
  entry.setValue("type", timeData.type) // work, travel, break

  entry.setValue("start_time", timeData.startTime)
  entry.setValue("end_time", timeData.endTime)

  // Calculate duration
  var start = new GlideDateTime(timeData.startTime)
  var end = new GlideDateTime(timeData.endTime)
  var duration = GlideDateTime.subtract(start, end)
  entry.setValue("duration", duration)

  // Notes
  entry.setValue("comments", timeData.notes)

  return entry.insert()
}

MCP Tool Integration

Available Tools

Tool	Purpose
`snow_query_table`	Query FSM tables
`snow_execute_script`	Test FSM scripts
`snow_artifact_manage`	Find configurations (action='find')

Example Workflow

javascript

// 1. Query open work orders
await snow_query_table({
  table: "wm_order",
  query: "state!=closed_complete^state!=cancelled",
  fields: "number,short_description,location,scheduled_start,assigned_to",
})

// 2. Find available technicians
await snow_execute_script({
  script: `
        var available = getAvailableTechnicians(
            new GlideDateTime(),
            new GlideDateTime().addHours(2),
            'hvac_certified',
            null
        );
        gs.info(JSON.stringify(available));
    `,
})

// 3. Get technician schedule
await snow_query_table({
  table: "wm_schedule_entry",
  query: "resource.user=technician_user_id^startONToday",
  fields: "work_order,start,end,state",
})

Best Practices

Skills Matching - Match technician skills to requirements
Territory Planning - Optimize service areas
Route Optimization - Minimize travel time
Mobile-First - Design for field use
Real-Time Updates - GPS and status tracking
Parts Management - Track inventory
Time Tracking - Accurate time entries
ES5 Only - No modern JavaScript syntax

사용 방법

시작 전 확인

Field Service Management for ServiceNow

FSM Architecture

Key Tables

Work Orders (ES5)

Create Work Order

Work Order Tasks

Technician Management (ES5)

Create Resource Profile

Check Technician Availability

Dispatch & Scheduling (ES5)

Assign Work Order

Auto-Dispatch

Mobile Field Service (ES5)

Update Work Order Status (Mobile)

Record Time Entry

MCP Tool Integration

Available Tools

Example Workflow

Best Practices

관련 작업

setup-pre-commit

docker-patterns