Fulfilling service requests in Care Team Operations for Biomed

concept australia Updated Sep 10, 2026 1 min read cto-fulfilling-biomed.md

Healthcare Biomed cases can be fulfilled one of two ways, depending on what plugin you have installed.

For Care Team Operations for Biomed to create work orders from Healthcare Biomed cases, the Field Service Management [com.snc.work_management] plugin must be installed.

This plugin provides all roles and features needed for the healthcare biomed case to synchronize to work orders.

It also provides the following roles for Care Team Operations for Biomed:

biomed.dispatcher
biomed.agent
biomed.qualifier

For information on fulfilling work orders, see Manage work orders.

If the Field Service Management [com.snc.work_management] plugin isn’t installed:

Work orders aren’t created from healthcare biomed cases. Instead, agents work on fulfilling those cases directly from Workspace.

Cases created are assigned to assignment groups based on the requesting location associations and are configured normally.

For information on fulfilling cases, see Manage cases in Customer Service Management.

Note: Some cases are created by the ServiceNow Otto case creation AI agent instead of being submitted through a form. Fulfill these cases the same way. When a case comes from a chat conversation, an interaction record of the conversation is also created.

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---
title: Fulfilling service requests in Care Team Operations for Biomed
description: Healthcare Biomed cases can be fulfilled one of two ways, depending on what plugin you have installed.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/healthcare-life-sciences/cto-fulfilling-biomed.html
release: australia
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Care Team Operations for Biomed, Healthcare Operations, Healthcare and Life Sciences]
---

# Fulfilling service requests in Care Team Operations for Biomed

Healthcare Biomed cases can be fulfilled one of two ways, depending on what plugin you have installed.

For Care Team Operations for Biomed to create work orders from Healthcare Biomed cases, the Field Service Management \[com.snc.work\_management\] plugin must be installed.

This plugin provides all roles and features needed for the healthcare biomed case to synchronize to work orders.

It also provides the following roles for Care Team Operations for Biomed:

- biomed.dispatcher
- biomed.agent
- biomed.qualifier

For information on fulfilling work orders, see [Manage work orders](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/field-service-management/c_ManageWorkOrders.md).

**If the Field Service Management \[com.snc.work\_management\] plugin isn’t installed:**

Work orders aren’t created from healthcare biomed cases. Instead, agents work on fulfilling those cases directly from Workspace.

Cases created are assigned to assignment groups based on the requesting location associations and are configured normally.

For information on fulfilling cases, see [Manage cases](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/customer-service-management/manage-cases.md) in Customer Service Management.

**Note:** Some cases are created by the ServiceNow Otto case creation AI agent instead of being submitted through a form. Fulfill these cases the same way. When a case comes from a chat conversation, an interaction record of the conversation is also created.