Brazil Patch 1, Brazil, Australia Patch 7, Australia Patch 6, Australia Patch 5, Australia Patch 3, Australia Patch 1
Generative AI
FSM - Foundation activates the AI features included with every FSM AI Native subscription. It works alongside Now Assist for Field Service Management to enable and govern foundational AI capabilities across your field service operations.
Technicians and dispatchers get Work Order Task Summarization out of the box — an AI capability that consolidates task details, work notes, activity streams, and contextual data into concise summaries. Less time searching through records, more time focused on the actual work.
AI-Powered Summarization
Work Order Task Summarization: Automatically generate concise summaries of work order tasks to reduce manual review effort.
New
- FSM AI Native features now support GEMA model as ServiceNow-hosted option. All FSM AI skills and agents have been updated to support the GEMA model, replacing deprecated April and GPT OSS models. Guardian moderation integrations have been validated for compatibility.
- FSM AI feature gating now supports mixed-SKU customer entitlements. Customers with Pro Plus or Enterprise Plus for FSM retain access to Prime-level AI features even if they hold lower-tier SKUs for other products. Subscription records have been updated to reflect correct product family mappings.
Changed
- FSM AI subscription records updated for Pro Plus / Foundation mixed-SKU mapping. Product Family fields have been populated on all relevant subscription records, ensuring accurate entitlement resolution for mixed-SKU customers.
- FSM AI Native skills migrated from deprecated April and GPT OSS models to GEMA. All skills previously targeting April or GPT OSS now default to GEMA or other supported models, ensuring continued functionality.
Removed
- Sidebar Summarization (FSM) asset subscription record has been removed. The asset subscription record for Sidebar Summarization is no longer available, and associated variable sets are not gated behind FSM Advanced.
- Now LLM LTS Generic provider configs for Work Order Task Summarization have been deprecated. All dormant configurations referencing deprecated LTS models have been deactivated, with no functional gap introduced.
Not applicable for this application version. For more information, please see
Application Runtime Policy
Dependencies:
- ServiceNow Otto for Field Service Management(FSM) [com.sn_fsm_gen_ai : 11.2.1 or later]
- ServiceNow Otto for Platform Foundation [sn_ai_plat_fdn : 3.1.0 or later]
Note:
- Plugin Field Service Mobile [com.sn_fsm_mobile] is needed for the AI agent flow in Mobile.
- Store app Field Service Contractor for Mobile [com.snc.fsm_ext_mobile V3.0 or higher] is required for the contractor flow.
- NAVA features are supported only for Field Service Mobile.
- Latest agent App version is required for both iOS and Android.
None