Submit and track break-fix cases via Moveworks Chat

---
title: Submit and track break-fix cases via Moveworks Chat
description: Use Moveworks as an alternative to the RSM portal to submit, troubleshoot, and track break-fix cases using natural language in chat.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/retail-industry/moveworks-breakfix-case-operations.html
release: australia
topic_type: task
last_updated: "2025-01-30"
reading_time_minutes: 3
breadcrumb: [ServiceNow Otto for Break-Fix and Store Audit overview, ServiceNow Otto for Retail Service Management \(RSM\), Retail]
---

# Submit and track break-fix cases via Moveworks Chat

Use Moveworks as an alternative to the RSM portal to submit, troubleshoot, and track break-fix cases using natural language in chat.

## Before you begin

-   Access to Moveworks \(web, Teams, Slack, or embedded Retail portal\)
-   Equipment failure or issue requiring assistance
-   No role is required.

Role required: none.

## About this task

Instead of logging in to the RSM portal and using dropdown menus to create break-fix cases, you can use Moveworks chat. Describe your equipment issue naturally, and Moveworks automatically extracts store ID, equipment type, and severity. You can check troubleshooting steps before escalating. Moveworks creates the RSM case with proper categorization, and you can track status or add comments in chat instead of navigating the portal.

## Procedure

1.  Open Moveworks and describe your equipment issue.

    For example: "My POS terminal won't start" or "The printer in checkout is stuck." Moveworks understands natural language.

2.  Answer Moveworks's clarifying questions, if any.

    **Note:** Moveworks may ask about store location, how long the issue has lasted, or whether equipment is currently in use to better understand context.

3.  Review auto-extracted case details \(store ID, equipment type, and severity\).

    **Note:** Correct any details if needed. For example: "Change severity to Critical" or "This is Store 45, not Store 44."

4.  Select whether to view troubleshooting steps from the RSM knowledge base.

    Select **Yes** to see troubleshooting steps, or **No** to skip and create the case immediately. If you choose troubleshooting:

    -   Follow 3–5 steps provided by Moveworks.
    -   If resolved: Tell Moveworks "It's fixed" \(no case created\).
    -   If not resolved: Tell Moveworks "Create the case" \(case created with troubleshooting history documented\).
5.  Confirm case creation or skip if resolved.

    **Note:** If you proceed to escalation, Moveworks creates the RSM case and provides the case number in chat.

6.  Track your case status anytime.

    Ask Moveworks any of the following:

    -   "What's the status of case CS0123456?"
    -   "Show me my open break-fix cases"
    -   "Add a comment: The issue started after the update"
    -   "Can you extend the due date?"
7.  Review proactive notifications in Moveworks.

    **Note:** Moveworks automatically notifies you when the case is acknowledged, a technician is assigned, or the case is resolved. You do not need to log in to the portal to check status.


## Result

Break-fix case created in RSM with proper categorization and full context from your Moveworks conversation. The case is immediately available for HQ support triage.

From chat, you can do the following:

-   Receive the case number in chat.
-   Check status anytime via chat.
-   Add comments or take actions without portal login.
-   Receive automatic notifications when status changes.

HQ support receives a properly categorized case with complete context, enabling faster triage and dispatch than portal-submitted cases.

## What to do next

The case is now in RSM for HQ support to manage. If you want to check case status, add comments, or extend due dates, ask Moveworks in chat. For a comparison with the traditional portal-based break-fix submission, see [Submit break-fix cases \(portal and mobile\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/retail-industry/breakfix-submit-case.md).

**Parent Topic:**[ServiceNow Otto for Break-Fix and Store Audit overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/retail-industry/moveworks-breakfix-storeaudit-overview.md)

**Related topics**  


[ServiceNow Otto for Break-Fix and Store Audit overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/retail-industry/moveworks-breakfix-storeaudit-overview.md)

[Track Store Audit Progress Using Moveworks Chat](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/retail-industry/moveworks-storeaudit-tracking.md)

[Break-Fix Case Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/retail-industry/breakfix-overview.md)

[Submit Break-Fix Cases through Portal or Mobile](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/retail-industry/breakfix-submit-case.md)

[Components Moveworks Integration for Break-Fix and Store Audit](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/retail-industry/moveworks-breakfix-storeaudit-reference.md)