fsm-sidebar-summarization

name	fsm-sidebar-summarization
version	1.0.0
description	Generate sidebar summaries for field technicians with key case context, asset history, customer details, and actionable next steps for mobile field service views
author	Happy Technologies LLC
tags	["fsm","sidebar","summarization","field-service","technician","mobile","context"]
platforms	["claude-code","claude-desktop","chatgpt","cursor","any"]
tools	{"mcp":["SN-NL-Search","SN-Query-Table","SN-Read-Record"],"rest":["/api/now/table/wm_order","/api/now/table/wm_task","/api/now/table/alm_asset","/api/now/table/cmdb_ci","/api/now/table/sys_journal_field","/api/now/table/core_company","/api/now/table/task_sla"],"native":["Bash"]}
complexity	intermediate
estimated_time	5-10 minutes

Sidebar Summarization

Overview

This skill generates concise, mobile-optimized sidebar summaries for field technicians working within ServiceNow Field Service Management. The sidebar summary provides at-a-glance context that technicians need while on-site, without requiring them to navigate through multiple records.

Key capabilities:

• Produce a compact summary of the current work order or task context
• Highlight critical customer information, site access instructions, and contact details
• Surface asset service history and known issues for the equipment being serviced
• Display SLA countdown and priority indicators in a scannable format
• Include safety warnings, required tools, and prerequisite checklist items
• Provide quick-reference links to related records and knowledge articles

When to use: When a field technician opens a work order task on their mobile device and needs immediate context about the job, customer, asset, and any safety or logistical considerations before beginning work.

Prerequisites

• Roles: wm_agent, wm_dispatcher, or wm_admin
• Access: Read access to wm_order, wm_task, alm_asset, cmdb_ci, sys_journal_field, core_company, and task_sla tables
• Plugins: Field Service Management (com.snc.work_management) must be active
• Context: A valid work order task sys_id or number to generate the sidebar for

Procedure

Step 1: Retrieve the Current Work Order Task

Fetch the task record that the technician is currently viewing.

Using MCP:

Tool: SN-Read-Record
Parameters:
  table_name: wm_task
  sys_id: [TASK_SYS_ID]
  fields: sys_id,number,short_description,description,state,priority,urgency,work_order,assigned_to,assignment_group,location,cmdb_ci,asset,scheduled_start,scheduled_end,estimated_work_duration,estimated_travel_duration,sequence,work_notes_list,contact_type

Using REST API:

GET /api/now/table/wm_task/{TASK_SYS_ID}?sysparm_fields=sys_id,number,short_description,description,state,priority,urgency,work_order,assigned_to,assignment_group,location,cmdb_ci,asset,scheduled_start,scheduled_end,estimated_work_duration,estimated_travel_duration,sequence,contact_type&sysparm_display_value=true

Step 2: Retrieve Parent Work Order Context

Get the parent work order for broader context.

Using MCP:

Tool: SN-Read-Record
Parameters:
  table_name: wm_order
  sys_id: [WORK_ORDER_SYS_ID]
  fields: sys_id,number,short_description,state,priority,category,subcategory,caller_id,company,location,opened_at,sla_due,cmdb_ci,asset,contact_type,follow_up

Using REST API:

GET /api/now/table/wm_order/{WORK_ORDER_SYS_ID}?sysparm_fields=sys_id,number,short_description,state,priority,category,subcategory,caller_id,company,location,opened_at,sla_due,cmdb_ci,asset,contact_type,follow_up&sysparm_display_value=true

Step 3: Get Customer and Site Information

Retrieve company details and site-specific instructions.

Using MCP:

Tool: SN-Query-Table
Parameters:
  table_name: core_company
  query: sys_id=[COMPANY_SYS_ID]
  fields: sys_id,name,street,city,state,zip,country,phone,notes,latitude,longitude
  limit: 1

For location-specific details:

Tool: SN-Query-Table
Parameters:
  table_name: cmn_location
  query: sys_id=[LOCATION_SYS_ID]
  fields: sys_id,name,full_name,street,city,state,zip,phone,contact,latitude,longitude,stock_room
  limit: 1

Using REST API:

GET /api/now/table/core_company/{COMPANY_SYS_ID}?sysparm_fields=sys_id,name,street,city,state,zip,phone,notes&sysparm_display_value=true

GET /api/now/table/cmn_location/{LOCATION_SYS_ID}?sysparm_fields=sys_id,name,full_name,street,city,state,zip,phone,contact,latitude,longitude,stock_room&sysparm_display_value=true

Step 4: Retrieve Asset Service History

Get the asset being serviced and its recent maintenance history.

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,warranty_expiration,purchase_date,vendor,assigned_to,location
  limit: 1

Retrieve recent work history for the asset:

Tool: SN-Query-Table
Parameters:
  table_name: wm_order
  query: asset=[ASSET_SYS_ID]^sys_id!=[CURRENT_WO_SYS_ID]^ORDERBYDESCopened_at
  fields: number,short_description,state,category,opened_at,closed_at,resolution_code
  limit: 5

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,warranty_expiration,vendor&sysparm_display_value=true

GET /api/now/table/wm_order?sysparm_query=asset=[ASSET_SYS_ID]^sys_id!=[CURRENT_WO_SYS_ID]^ORDERBYDESCopened_at&sysparm_fields=number,short_description,state,category,opened_at,closed_at&sysparm_limit=5&sysparm_display_value=true

Step 5: Check SLA Status

Retrieve SLA information for urgency context.

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
  limit: 5

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&sysparm_limit=5&sysparm_display_value=true

Step 6: Retrieve Recent Work Notes

Pull the most recent work notes for immediate context.

Using MCP:

Tool: SN-Query-Table
Parameters:
  table_name: sys_journal_field
  query: element_id=[TASK_SYS_ID]^element=work_notes^ORDERBYDESCsys_created_on
  fields: value,sys_created_on,sys_created_by
  limit: 5

Using REST API:

GET /api/now/table/sys_journal_field?sysparm_query=element_id=[TASK_SYS_ID]^element=work_notes^ORDERBYDESCsys_created_on&sysparm_fields=value,sys_created_on,sys_created_by&sysparm_limit=5

Step 7: Build the Sidebar Summary

Assemble a compact, scannable sidebar summary:

=== TASK SIDEBAR ===
[Task Number] - [Priority Badge]
[Short Description]
Status: [state] | ETA: [estimated_work_duration]

CUSTOMER:
[company_name]
[location_address]
Contact: [caller_name] | [phone]

ASSET:
[asset_name] | S/N: [serial_number]
Model: [model] | Warranty: [status]
Prior Service: [count] visits ([last_visit_date])

SLA: [time_remaining] remaining
[progress_bar_indicator]

LATEST NOTES:
- [most_recent_note_summary]
- [second_most_recent_summary]

CHECKLIST:
[ ] Verify site access
[ ] Confirm customer contact
[ ] Check parts inventory
[ ] Review safety requirements

Tool Usage

MCP Tools Reference

Tool	When to Use
SN-NL-Search	Natural language lookup (e.g., "find my assigned tasks for today")
SN-Query-Table	Structured queries for task, asset, company, and SLA data
SN-Read-Record	Direct record retrieval by sys_id for task or work order

REST API Reference

Endpoint	Method	Purpose
/api/now/table/wm_task	GET	Current task details
/api/now/table/wm_order	GET	Parent work order context
/api/now/table/alm_asset	GET	Asset details and warranty
/api/now/table/cmdb_ci	GET	Configuration item data
/api/now/table/core_company	GET	Customer company details
/api/now/table/cmn_location	GET	Site location and address
/api/now/table/task_sla	GET	SLA compliance status
/api/now/table/sys_journal_field	GET	Recent work notes

Best Practices

• Keep it compact: Sidebar summaries should be readable on mobile devices without scrolling excessively
• Prioritize actionable info: Lead with what the technician needs to act on immediately
• Surface safety warnings first: Any safety-related notes should appear at the top of the sidebar
• Show asset history: Prior service visits help technicians anticipate recurring issues
• Include contact details: Technicians need customer contact information readily accessible
• Display SLA visually: Use percentage or time-remaining indicators rather than raw timestamps
• Cache when possible: Sidebar data should be pre-fetched to avoid delays on slow mobile connections
• Omit unnecessary detail: Exclude internal escalation history and management-only fields

Troubleshooting

"Task record not found"

Cause: The task sys_id is invalid or the task has been deleted. Solution: Verify the sys_id format. Query wm_task by number instead if available. Check if the task was merged into another record.

"No asset linked to the task"

Cause: The asset field may be on the parent work order rather than the task itself. Solution: Check the parent work order's asset and cmdb_ci fields. Some configurations store asset references only at the work order level.

"Location coordinates missing"

Cause: Latitude and longitude are not populated on the location record. Solution: Fall back to the street address for navigation. Suggest that the FSM administrator geocode location records for map integration.

"Service history returns too many records"

Cause: High-maintenance assets may have hundreds of historical work orders. Solution: Limit results to the last 5 work orders and summarize with a count. Use date filters to show only recent history (e.g., last 12 months).

Examples

Example 1: HVAC Maintenance Task Sidebar

Scenario: Technician opens task WMT0034521 on their mobile device en route to site.

Step 1 - Get task:

Tool: SN-Read-Record
Parameters:
  table_name: wm_task
  sys_id: abc123def456
  fields: sys_id,number,short_description,state,priority,work_order,location,asset,scheduled_start,estimated_work_duration,estimated_travel_duration

Generated Sidebar:

WMT0034521 - P3
Quarterly HVAC filter replacement and inspection
Status: Assigned | Work Est: 1.5 hrs

CUSTOMER:
Meridian Office Park
2100 Commerce Drive, Suite 400, Austin TX 78701
Contact: Robert Chen | [phone]

ASSET:
Carrier 50XC Rooftop Unit | S/N: CRR-2022-4401
Model: 50XC-A12 | Warranty: Active (exp Dec 2027)
Prior Service: 3 visits (last: Jan 15, 2026)

SLA: 6 hours remaining [=========>    ] 65%

LATEST NOTES:
- Mar 18: Filters pre-ordered, in tech's vehicle
- Mar 17: Customer confirmed 8 AM access available

CHECKLIST:
[ ] Badge required - check in at front desk
[ ] Roof access key from facilities manager
[ ] 2x MERV-13 filters loaded in van

Example 2: Emergency Electrical Repair Sidebar

Scenario: Technician dispatched to an urgent electrical fault at a manufacturing facility.

WMT0034598 - P1 URGENT
Main distribution panel fault - partial power loss
Status: Accepted | Work Est: 3 hrs

CUSTOMER:
GlobalTech Manufacturing
8500 Industrial Blvd, Building C, Dallas TX 75247
Contact: Maria Santos (Plant Mgr) | [phone]

SAFETY WARNING:
High voltage equipment - PPE required
Lockout/tagout procedures mandatory

ASSET:
Eaton PRL4 Panel | S/N: ETN-2019-7782
Model: PRL4-Main-480V | Warranty: EXPIRED (Jun 2024)
Prior Service: 7 visits (last: Feb 28, 2026 - breaker trip)

SLA: 1.5 hours remaining [===============> ] 82%
RISK: SLA breach imminent

LATEST NOTES:
- Mar 19 09:15: Phase B showing intermittent faults
- Mar 19 08:45: Customer isolated affected circuits
- Mar 19 08:30: Dispatched as P1 emergency

CHECKLIST:
[ ] Arc flash PPE and insulated tools
[ ] Verify LOTO procedures with plant manager
[ ] Confirm backup power status
[ ] Multimeter and thermal imaging camera

Related Skills

• fsm/work-order-summarization - Full work order summaries with complete task and parts detail
• itsm/incident-lifecycle - Related incident management for break-fix scenarios
• cmdb/impact-analysis - Assess downstream impact of CI maintenance
• reporting/sla-analysis - SLA tracking and compliance reporting