ServiceNow CIS-FSM free question 6 / 10 · Domain 3: Implementing Field Service Processes
Several work order tasks are in the Scheduled state when an administrator turns the Use scheduled state property off. According to Configure the Scheduled state, what happens to those tasks?
- A warning appears, and the tasks in the Scheduled state are moved back to Pending Dispatch
- The tasks stay in the Scheduled state until a dispatcher reassigns each of them by hand
- The tasks move to Assigned one by one, each time the Scheduled State Processor next runs
- A warning appears, and all tasks in the Scheduled state are moved to the Assigned state
Show the answer and explanation
Answer: D
Why this is correct
The note at the end of Configure the Scheduled state covers the reverse of the set-up. If you turn the Use scheduled state property off, a warning appears indicating that tasks have moved from Scheduled to Assigned. Consequently, all work order tasks that are in the Scheduled state are moved to the Assigned state. This follows from what the state is for: a Scheduled task is soft booked but not confirmed, and it waits for the dispatch rule of the chosen mode before it is assigned. Once the state is no longer used, nothing would release those tasks, so the system assigns them all and tells the administrator. Before turning the property off in a live instance, it is worth checking how many tasks are in the Scheduled state, because their technicians receive them as assigned work at that moment.
Why the other options are wrong
"A warning appears, and the tasks in the Scheduled state are moved back to Pending Dispatch" … A warning does appear, but it says that tasks have moved from Scheduled to Assigned. The page does not send them back to Pending Dispatch.
"The tasks stay in the Scheduled state until a dispatcher reassigns each of them by hand" … The tasks do not stay where they are. The note at the end of the page says that all work order tasks in the Scheduled state are moved to the Assigned state.
"The tasks move to Assigned one by one, each time the Scheduled State Processor next runs" … The move is not gradual. Turning the property off moves all Scheduled tasks to Assigned at once, and a warning appears saying so.
Where the setting is
Use scheduled state is selected on the Assignment tab of Field Service > Administration > Configuration, with the wm_admin role, and saved. The mode that decides when a task leaves the Scheduled state is then chosen under Field Service > Administration > Properties.
Go to the ServiceNow CIS-FSM practice app (10 free questions; purchase unlocks all questions)