Resolution for Field Service Map issues - Support and Troubleshooting

Resolution for Field Service Map issues .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Fix for Google Maps API upgrade and territory highlighting issues Fixed heatmap and drawing tools errors, and issues with territory highlighting

Audience: All Field Service Management customers

Impact Radius Who is affected: Field Service Management users who use the Territory Planning console, within the FSM workspace built on Customer Service Management (CSM). Apps affected:

FSM Configurable Dispatcher Workspace Field Service Territory Planning Note: FSM Configurable Dispatcher Workspace is affected because it delivers the heatmap and drawing tools fix. The issue appears only in the Territory Planning console and not in the Dispatcher Workspace UI. Features affected:

Heatmap rendering in the Territory Planning Console Drawing tools in the Territory Planning Console Territory Planning Console map — highlighting the selected territory (Australia and Brazil instances) Release families affected:

Zurich or before — Heatmap and drawing tools issue Australia or newer releases — Heatmap, drawing tools, and the territory highlighting issue Issue Description In the Territory Planning Console, the heatmap overlay shows territory coverage on the map, and the drawing tools let you sketch or adjust territory boundaries. The following issues occurred:

1. Heatmap not displaying and drawing tools not visible

You might notice the heatmap in the Territory Planning Console looking blank or not behaving as expected, or the drawing tools not showing up at all, while the base map itself continues to load normally. This is not caused by any configuration on your instance. Google periodically updates Google Maps, the technology behind these tools, and you might see an issue when one of those updates didn't work correctly with the heatmap and drawing tools. The issue has been resolved. The maps have been pinned to a stable, tested version instead of automatically picking up Google's latest changes, preventing future occurrences of this issue.

Also reported as: heatmap not displaying, heatmap missing, drawing tools not visible, drawing tools missing, territory visualization layer broken

Steps to reproduce:

Issue: Heatmap not displaying

Open the Territory Planning console. Select an option (for example, Work Order Task) in the Heatmap drop-down list. Observed result: No heatmap highlight appears on the map — it stays blank even after selecting the option.

Issue: Drawing tools not visible

Open the Territory Planning Console and Select + Create Territory in the top-right corner to open the "Create New Territory" form. In the Create New Territory form, select the Edit (pencil) icon next to the Geography field to open the map view. Observed result: The drawing tools — the Trash (Delete), Hand (Pan), Polygon, and Circle icons — are not visible in the top-right of the map.

2. Territory selection not highlighting on the Territory Planning console map (Australia and newer releases)

In the Territory Planning Console, selecting a territory from the list does not always highlight the matching region on the map, making it harder to confirm which territory you selected. This only happens on Australia and Brazil instances — the same geography still displays and highlights correctly when opened directly from a Geography record, confirming that the issue was isolated to the console's selection-to-map connection. This has been resolved: selecting a territory now consistently highlights the correct region on the map.

Also reported as: territory not highlighting, territory selection not working on map, map does not update after selecting territory, region not highlighted in Territory Planning console.

Steps to reproduce:

On an Australia or newer release instance, open the Territory Planning Console. Select a territory from the console list or tree. Observe that the corresponding region is not highlighted on the map. For comparison, open the same geography directly from its Geography record. The geography renders and highlights as expected, confirming the issue is specific to the console selection path. Workaround Heatmap and drawing tools:

None. There is no interim workaround. Apply the applicable update for your release family listed below. Territory selection not highlighting (Australia or newer releases):

None. There is no interim workaround. Apply the applicable update for your release family listed below. Resolution Both fixes are delivered as standard app updates through the ServiceNow Store — no manual installation is required. Apply the update(s) listed for your release family below.

Release Family Min Patch Required Update(s) Earlier than Yokohama — We recommend upgrading to Yokohama or a later release family, at or above the minimum patch listed for that family below. If unable to upgrade, please contact ServiceNow Support for further guidance. Yokohama YP8 FSM Configurable Dispatcher Workspace v27.8.1 Zurich ZP2 FSM Configurable Dispatcher Workspace v28.6.0 Australia AP4 FSM Configurable Dispatcher Workspace v30.1.1 AP0 Field Service Territory Planning v30.3.1 Note on Australia or newer releases: Both updates are required to fully resolve the map issue — Field Service Territory Planning v30.3.1 contains the console highlighting fix as well as its own separate map-loading fix, so installing only one update will leave part of the issue unresolved. For newer release families: Apply the latest generally available versions of FSM Configurable Dispatcher Workspace and Field Service Territory Planning that contain these fixes.