Configuring Care Team Operations for Facilities

concept australia Updated Sep 10, 2026 2 min read cto-facilities-configuring.md
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Set up the Care Team Operations for Facilities application.

Configuration overview

  1. Install Care Team Operations for Facilities

    Install the Care Team Operations for Facilities application [sn_cto_facilities] if you have the admin role.

  2. Set up work order synchronization in Care Team Operations for Facilities

    The Field Service Management [com.snc.work_management] plugin is required for work order synchronization to function with Care Team Operations for Facilities.

  3. Set up roles for Care Team Operations for Facilities

    Ensure that the appropriate roles are assigned to users of Care Team Operations for Facilities.

  4. Create healthcare organizations for your healthcare facilities support teams

    Create a healthcare organization to represent the fulfilling healthcare organization for healthcare facilities cases.

  5. Add members to your healthcare facilities support organization

    Add members to your facilities support organization to provide visibility and access to healthcare facilities cases.

  6. Create a group for all location support agents in Care Team Operations for Facilities

    Create a group for location support agents with the sn_cto_facilities.loc_support_agent role assigned so that users added to this group will inherit the collection of roles for Care Team Operations for Facilities

  7. Create a group for all location managers in Care Team Operations for Facilities

    Create a group for location managers with the sn_customerservice.svc_location_manager assigned so that users added to this group will inherit the collection of roles for Care Team Operations for Facilities.

  8. Set up assignment groups for Care Team Operations for Facilities

    Associate assignment groups with your healthcare organizations to determine which user groups are associated with specific healthcare organizations.

  9. Modify state decision tables in Care Team Operations for Facilities

    Use Decision Builder to change the state mappings for cases and incidents work orders in Care Team Operations for Facilities.

  10. Add custom record producers to the service catalog in Care Team Operations for Facilities

    Add custom record producers you've configured into service catalogs in Care Team Operations for Facilities.

Note: This application includes a knowledge base article that defines which details the ServiceNow Otto case intake AI agent asks for when it creates a case. To change the intake questions, see Manage domain intelligence for AI agents.

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