Questions Related to working of Field Service Management (FMS) Application - Support and Troubleshooting

Questions Related to working of Field Service Management (FMS) Application Issue The Maps JavaScript API and the Directions API are not triggered and not found in HTTP outbound requests.

Maps javascript API Map pages display ServiceNow data graphically on a Google map page based on location data that you provide.

Directions API is used by Field service agents where they can view their routes for the day, or even the map a customer sees to track the tech on the way to their house.

Steps to reproduce:

Impersonate the user who has a work order role Create a new work order Click on ready for dispatch ui action Impersonate a user who has the dispatcher role Click on my dispatch queue and open the respective wot for the wo Click on auto-assign Check to whom the wot got assigned and open my dispatch map Now in the filter select the assigned to user as an agent When we click on the agent icon on the map two options would be shown one is show route and optimize the route Now impersonate to the user in step 1 and open http outbound requests under system logs where the Optimize Route i.e distancematrix & GeoCoding (Geolocation APIs) - https://maps.googleapis.com/maps/api/geocode/json (Latitude and Longitude lookup)but cannot find maps and directions API. Cause Only the server side API calls will be visible in Outbound HTTP Requests whereas the client side calls (Maps and Directions) can be seen in browser's Network tab by inspecting the page.

Screenshot below.

Resolution Below are the test cases where API's are triggered

Maps JavaScript API

Triggered when a map is rendered on the page Inspect and open the Network tab on the "My Dispatch Map" page and reload the page to record network activity When the page loads and map renders, the Maps JavaScript API request will be made The Request URL format would be " https://maps.googleapis.com/maps/api/js?key=YOUR_API_KEY&callback=initMap " (taken from https://developers.google.com/maps/documentation/javascript/overview) You can find it in Network tab by searching for "callback=initMap". Directions API

To get directions between locations For direction calculations that respond in real time to user input, you can use the Directions API or, if you're using the Maps JavaScript API, use the Directions service. (taken from https://developers.google.com/maps/documentation/directions/overview) Directions service

Triggered when "Show route" and "Optimize route" are clicked Open the Network tab on My Dispatch map page and on clicking "Show route" and "Optimize route", the Directions Service call is made Find more info here https://developers.google.com/maps/documentation/javascript/directions