Manage Break-Fix cases

---
title: Manage Break-Fix cases
description: Manage Break-Fix cases by submitting equipment failures, resolving them in the workspace, and responding to proposed resolutions.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/retail-industry/breakfix-manage-cases.html
release: australia
topic_type: concept
last_updated: "2026-07-08"
reading_time_minutes: 1
breadcrumb: [Retail]
---

# Manage Break-Fix cases

Manage Break-Fix cases by submitting equipment failures, resolving them in the workspace, and responding to proposed resolutions.

For more information on managing Break-Fix cases, see

-   [Submit Break-Fix Cases through Portal or Mobile](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/retail-industry/breakfix-submit-case.md)
-   [Resolve Cases in Workspace through HQ Agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/retail-industry/breakfix-resolve-workspace.md)
-   [Respond to resolutions through Portal or Mobile](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/retail-industry/breakfix-respond-resolution.md)

.

-   **[Submit Break-Fix Cases through Portal or Mobile](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/retail-industry/breakfix-submit-case.md)**  
Report equipment failures using the Retail Operations portal or mobile app. Your requesting store and available equipment are automatically determined based on your user account and service organization.
-   **[Resolve Cases in Workspace through HQ Agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/retail-industry/breakfix-resolve-workspace.md)**  
Review assigned break-fix cases in the CSM/FSM workspace, select a service issue type, and propose resolutions using troubleshooting steps, service incidents, or work orders.
-   **[Respond to resolutions through Portal or Mobile](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/retail-industry/breakfix-respond-resolution.md)**  
Review proposed resolutions and respond by accepting, rejecting with a reason, or self-closing your case. Available only when case is in "Resolution Proposed" state.