Work Order Summarization

Work Order Summarization

Overview

This skill provides a structured approach to generating comprehensive summaries of Field Service Management (FSM) work orders in ServiceNow. It consolidates all relevant work order data into a concise briefing suitable for dispatch coordinators, field technicians, and service managers.

Key capabilities:

• Retrieve and consolidate core work order details including customer, location, and scheduling
• Summarize all associated work order tasks with status, assignment, and sequencing
• Assess SLA compliance status and identify at-risk timelines
• Compile asset and configuration item details for the service location
• Summarize travel logistics including estimated travel time and route considerations
• Inventory parts requirements, availability, and procurement status

When to use: When a dispatch coordinator needs to brief a field technician, when a service manager reviews work order backlogs, or when preparing shift handover documentation for field operations.

Prerequisites

• Roles: wm_initiator, wm_dispatcher, wm_agent, or wm_admin
• Access: Read access to wm_order, wm_task, alm_asset, cmdb_ci, sla_condition_check, sys_journal_field, and wm_parts_request tables
• Plugins: Field Service Management (com.snc.work_management) must be active
• Data: An existing work order with populated tasks and asset references

Procedure

Step 1: Retrieve Core Work Order Details

Fetch the primary work order record with all scheduling, location, and classification fields.

Using MCP:

Tool: SN-Get-Record
Parameters:
  table_name: wm_order
  sys_id: [WORK_ORDER_SYS_ID]
  fields: sys_id,number,short_description,description,state,priority,urgency,impact,category,subcategory,caller_id,company,location,assigned_to,assignment_group,opened_at,scheduled_start,scheduled_end,actual_start,actual_end,follow_up,sla_due,cmdb_ci,asset,contact_type,work_notes_list

If you only have the work order number, search first:

Tool: SN-Query-Table
Parameters:
  table_name: wm_order
  query: number=WO0012345
  fields: sys_id,number,short_description,description,state,priority,urgency,impact,category,subcategory,caller_id,company,location,assigned_to,assignment_group,opened_at,scheduled_start,scheduled_end,actual_start,actual_end,sla_due,cmdb_ci,asset
  limit: 1

Using REST API:

GET /api/now/table/wm_order?sysparm_query=number=WO0012345&sysparm_fields=sys_id,number,short_description,description,state,priority,urgency,impact,category,subcategory,caller_id,company,location,assigned_to,assignment_group,opened_at,scheduled_start,scheduled_end,actual_start,actual_end,sla_due,cmdb_ci,asset&sysparm_limit=1&sysparm_display_value=true

Step 2: Retrieve Associated Work Order Tasks

Pull all tasks linked to the work order to understand the scope of work.

Using MCP:

Tool: SN-Query-Table
Parameters:
  table_name: wm_task
  query: work_order=[WORK_ORDER_SYS_ID]^ORDERBYorder
  fields: sys_id,number,short_description,state,priority,assigned_to,assignment_group,scheduled_start,scheduled_end,actual_start,actual_end,estimated_travel_duration,actual_travel_duration,estimated_work_duration,actual_work_duration,location,cmdb_ci,asset,sequence
  limit: 50

Using REST API:

GET /api/now/table/wm_task?sysparm_query=work_order=[WORK_ORDER_SYS_ID]^ORDERBYorder&sysparm_fields=sys_id,number,short_description,state,priority,assigned_to,assignment_group,scheduled_start,scheduled_end,actual_start,actual_end,estimated_travel_duration,actual_travel_duration,estimated_work_duration,actual_work_duration,location,cmdb_ci,asset,sequence&sysparm_limit=50&sysparm_display_value=true

Step 3: Check SLA Compliance Status

Assess SLA conditions attached to the work order and identify any at-risk or breached SLAs.

Using MCP:

Tool: SN-Query-Table
Parameters:
  table_name: task_sla
  query: task=[WORK_ORDER_SYS_ID]
  fields: sys_id,sla,stage,has_breached,planned_end_time,percentage,business_percentage,pause_duration,pause_time
  limit: 10

Using REST API:

GET /api/now/table/task_sla?sysparm_query=task=[WORK_ORDER_SYS_ID]&sysparm_fields=sys_id,sla,stage,has_breached,planned_end_time,percentage,business_percentage,pause_duration&sysparm_limit=10&sysparm_display_value=true

Step 4: Retrieve Asset and Configuration Item Details

Get details about the asset being serviced and its configuration item record.

Using MCP:

Tool: SN-Query-Table
Parameters:
  table_name: alm_asset
  query: sys_id=[ASSET_SYS_ID]
  fields: sys_id,display_name,asset_tag,serial_number,model,model_category,install_status,location,assigned_to,warranty_expiration,purchase_date,cost,vendor,ci
  limit: 1

Tool: SN-Query-Table
Parameters:
  table_name: cmdb_ci
  query: sys_id=[CMDB_CI_SYS_ID]
  fields: sys_id,name,sys_class_name,location,install_status,operational_status,manufacturer,model_id,serial_number,asset_tag,support_group,maintenance_schedule
  limit: 1

Using REST API:

GET /api/now/table/alm_asset/{ASSET_SYS_ID}?sysparm_fields=sys_id,display_name,asset_tag,serial_number,model,model_category,install_status,location,warranty_expiration,purchase_date,vendor,ci&sysparm_display_value=true

GET /api/now/table/cmdb_ci/{CMDB_CI_SYS_ID}?sysparm_fields=sys_id,name,sys_class_name,location,install_status,operational_status,manufacturer,model_id,serial_number,support_group,maintenance_schedule&sysparm_display_value=true

Step 5: Retrieve Travel and Logistics Information

Gather travel estimates and actual travel data from work order tasks.

Using MCP:

Tool: SN-Query-Table
Parameters:
  table_name: wm_task
  query: work_order=[WORK_ORDER_SYS_ID]^estimated_travel_duration>0
  fields: sys_id,number,assigned_to,location,estimated_travel_duration,actual_travel_duration,estimated_work_duration,dispatch_group
  limit: 20

Using REST API:

GET /api/now/table/wm_task?sysparm_query=work_order=[WORK_ORDER_SYS_ID]^estimated_travel_duration>0&sysparm_fields=sys_id,number,assigned_to,location,estimated_travel_duration,actual_travel_duration,estimated_work_duration,dispatch_group&sysparm_limit=20&sysparm_display_value=true

Step 6: Check Parts Requirements and Availability

Retrieve parts requests and their fulfillment status.

Using MCP:

Tool: SN-Query-Table
Parameters:
  table_name: wm_parts_request
  query: work_order_task.work_order=[WORK_ORDER_SYS_ID]^ORDERBYsys_created_on
  fields: sys_id,part,quantity_requested,quantity_received,state,work_order_task,stockroom,expected_delivery
  limit: 30

Using REST API:

GET /api/now/table/wm_parts_request?sysparm_query=work_order_task.work_order=[WORK_ORDER_SYS_ID]^ORDERBYsys_created_on&sysparm_fields=sys_id,part,quantity_requested,quantity_received,state,work_order_task,stockroom,expected_delivery&sysparm_limit=30&sysparm_display_value=true

Step 7: Retrieve Work Notes and Activity History

Pull journal entries to capture recent activity and technician notes.

Using MCP:

Tool: SN-Query-Table
Parameters:
  table_name: sys_journal_field
  query: element_id=[WORK_ORDER_SYS_ID]^element=work_notes^ORDERBYDESCsys_created_on
  fields: sys_id,value,sys_created_on,sys_created_by
  limit: 20

Using REST API:

GET /api/now/table/sys_journal_field?sysparm_query=element_id=[WORK_ORDER_SYS_ID]^element=work_notes^ORDERBYDESCsys_created_on&sysparm_fields=sys_id,value,sys_created_on,sys_created_by&sysparm_limit=20

Step 8: Build the Work Order Summary

Assemble all collected data into a structured summary:

=== WORK ORDER SUMMARY ===
Work Order: WO0012345
Status: [state] | Priority: [priority] | Category: [category]
Opened: [opened_at] | Scheduled: [scheduled_start] - [scheduled_end]
SLA Due: [sla_due] | SLA Status: [on-track/at-risk/breached]

CUSTOMER & LOCATION:
Company: [company] | Caller: [caller_id]
Location: [location_full_address]
Contact Method: [contact_type]

ASSET DETAILS:
Asset: [display_name] | Tag: [asset_tag] | Serial: [serial_number]
Model: [model] | Manufacturer: [manufacturer]
Warranty: [warranty_expiration] | Status: [install_status]
CI: [ci_name] ([sys_class_name])

TASKS: [total_count] total ([open_count] open, [closed_count] closed)
| # | Task | Status | Assigned To | Est. Duration |
|---|------|--------|-------------|---------------|
| 1 | [short_description] | [state] | [assigned_to] | [est_work_duration] |
| 2 | [short_description] | [state] | [assigned_to] | [est_work_duration] |

TRAVEL LOGISTICS:
Total Estimated Travel: [sum_est_travel] | Actual: [sum_actual_travel]
Technician: [assigned_to] | Dispatch Group: [dispatch_group]

PARTS REQUIREMENTS: [total_parts] items
| Part | Qty Requested | Qty Received | Status | ETA |
|------|--------------|--------------|--------|-----|
| [part_name] | [qty_req] | [qty_recv] | [state] | [expected_delivery] |

RECENT ACTIVITY:
- [date] [user]: [summary_of_note]
- [date] [user]: [summary_of_note]

KEY OBSERVATIONS:
- [SLA risk assessment]
- [Parts availability concerns]
- [Scheduling conflicts or dependencies]
- [Asset warranty status]

Tool Usage

MCP Tools Reference

REST API Reference

Best Practices

• Use display values: Always pass sysparm_display_value=true in REST calls to get readable names instead of sys_ids
• Check warranty status: Always flag assets with expired or near-expiring warranties as this affects service entitlement
• Verify parts availability: Highlight any parts that are backordered or have extended delivery timelines
• Note SLA proximity: Clearly indicate when SLA breach is imminent (within 2 hours or 80% elapsed)
• Include travel estimates: Field technicians need travel context to plan their day effectively
• Sequence tasks correctly: Present tasks in the order they should be executed, respecting dependencies
• Flag safety considerations: If the work order involves hazardous equipment, highlight any safety requirements
• Summarize concisely: Field technicians access summaries on mobile devices so keep formatting clean and scannable

Troubleshooting

"Work order not found"

Cause: Work order number format incorrect or work order is in a different scope. Solution: Verify the prefix (WO vs WM vs other custom prefixes). Try searching with numberLIKEWO001234. Check if the work order was created in a scoped application.

"No tasks associated with work order"

Cause: Tasks may not have been generated yet, or they use a different parent reference. Solution: Check if the work order requires manual task creation. Query wm_task using parent=[WORK_ORDER_SYS_ID] as an alternative relationship field.

"Asset details missing"

Cause: The asset field on the work order may not be populated, or the asset record has been retired. Solution: Try looking up the asset via the cmdb_ci field instead. Check alm_asset with ci=[CMDB_CI_SYS_ID] to find the linked asset record.

"Parts requests not returning results"

Cause: Parts may be tracked through a different table or a custom parts management process. Solution: Check wm_parts_request_line for line-item details. Some organizations use alm_consumable or custom tables for parts tracking.

"SLA information unavailable"

Cause: SLA definitions may not be configured for the work order type. Solution: Verify SLA definitions exist in sla_condition_check for the wm_order table. Check with your FSM administrator if SLAs are tracked externally.

Examples

Example 1: Routine Maintenance Work Order Summary

Scenario: Dispatch coordinator needs to brief a technician on a scheduled HVAC maintenance visit.

Step 1 - Get work order:

Tool: SN-Query-Table
Parameters:
  table_name: wm_order
  query: number=WO0056789
  fields: sys_id,number,short_description,state,priority,category,location,company,caller_id,assigned_to,scheduled_start,scheduled_end,asset,cmdb_ci,sla_due
  limit: 1

Step 2 - Get tasks:

Tool: SN-Query-Table
Parameters:
  table_name: wm_task
  query: work_order=<sys_id>^ORDERBYorder
  fields: number,short_description,state,assigned_to,estimated_work_duration,estimated_travel_duration
  limit: 10

Output Summary:

WORK ORDER WO0056789 - TECHNICIAN BRIEFING
Status: Assigned | Priority: P3 | Category: Preventive Maintenance
Customer: Acme Corp - Building A, 3rd Floor
Scheduled: Mar 20 08:00 - Mar 20 12:00

ASSET: HVAC Unit AC-301 | Serial: HV2024-0045
Model: Carrier 50XC | Warranty: Valid until Dec 2027

TASKS (3):
1. Filter replacement - Pending | Est: 30 min
2. Refrigerant level check - Pending | Est: 45 min
3. Thermostat calibration - Pending | Est: 20 min

TRAVEL: Est. 35 min from warehouse
PARTS: 2x MERV-13 filters (in stock), 1x R-410A canister (in stock)

NOTE: Building access requires badge - contact front desk on arrival

Example 2: Emergency Repair with SLA at Risk

Scenario: Service manager reviewing an urgent work order approaching SLA breach.

Tool: SN-Query-Table
Parameters:
  table_name: wm_order
  query: number=WO0057001
  fields: sys_id,number,short_description,state,priority,sla_due,assigned_to,location
  limit: 1

Output:

WORK ORDER WO0057001 - URGENT: SLA AT RISK
Status: Work In Progress | Priority: P1
Issue: Production line conveyor belt motor failure
Location: Globex Manufacturing - Plant 2, Line 4
SLA Due: Mar 19 16:00 (2.5 hours remaining)

TASKS (2 of 3 complete):
1. Diagnose motor failure - COMPLETE (45 min)
2. Replace motor assembly - IN PROGRESS (est. 2 hrs)
3. Functional testing - PENDING (est. 30 min)

PARTS: 1x 15HP motor assembly - EN ROUTE (ETA: 1 hour)
RISK: SLA breach likely if parts delivery delayed.

ACTION REQUIRED: Confirm parts ETA with logistics team.

Related Skills

• fsm/sidebar-summarization - Generate sidebar context summaries for field technicians
• itsm/incident-lifecycle - Related incident management for break-fix scenarios
• reporting/sla-analysis - SLA tracking and compliance reporting
• cmdb/impact-analysis - Assess downstream impact of CI maintenance