Internal Business Location form

In the Customer Service Management (CSM) application, the Service Model Foundation uses the Internal Business Location (IBL) form to store information about an internal business location. This information includes the staff members assigned to that location, cases, sold products, and install base items created for customers.

Important: Some table and field labels have been changed across recent releases. For a mapping of former labels to current labels, see Service Model Foundation renamed Entities.

Field	Definition
Number	Automatically generated number of the internal business location. By default, the location numbers start with the prefix IBL.
Name	Name of the internal business location.
Type	Type of organization. Select any one of the following:- Business location: Physical location of a business where a business operates Business group: An organization that might also consist of a collection of parent and child companies operating as a single entity.
Business function	Type of functions offered at a business location. Select the following business function:- Service: Select this type if a business location provides service-related functions, such as providing support, or resolving cases for accounts, consumers, or other business locations. Sales: Select this type if a business location provides sales-related activities, such as creating or managing orders, generating quotes, handling opportunities or leads, managing pricing, offering product recommendations, or supporting account-based selling for accounts, consumers, or other business locations. Service and Sales: Select both service and sales if the business location is providing both service-related and sales-related activities. Note: You can create and manage orders and cases by selecting both types of business functions.
Manager	Manager of the internal business location.Note: Only internal users can be added as managers for the internal business locations.
Parent Internal Business Location	Parent of the business location. Use this field to create a parent-child hierarchy.
Street	Street address of the internal business location.
City	City where the internal business location is located.
State/Province	State or province where the internal business location is located.
ZIP/Postal code	ZIP code or postal code for the internal business location.
Customers served	Type of customers who are served at a business location. The customers served can be defined with two options:- All Customers: Enables service organization staff to create and resolve issues for all the customers. Criteria-based: Enables service organization staff to create and resolve issues only for customers associated with the service organization using certain criteria. Associate a channel partner to add roles in the Service Organization tab.
Excluded from hierarchy overrides	Enabling this, the hierarchy agents can't view the location or its details.
Website	Web address for the internal business location.
Email	Email ID used by the internal business location.
Phone	Phone number for the internal business location.
Open date	Date on which the business location becomes operational and available for customers.
Close date	Date on which the business location becomes non-operational and unavailable for customers.Note: The closed date must not be earlier than the open date.
Status	Current status of the business location whether In progress, Operational, non-operational, or closed.
Description	Description of the business location.

## Internal business location related lists

The Internal Business Location form includes the following related lists.

Related list	Description
Members	Internal users (users with the snc_internal role) who have been added as staff members at this business location. - Staff members can create cases for customers at their business locations. Staff members can access customer cases and information where the Service Organization field on the Case form matches their business locations. For more information, see Add staff members to a business organization.
Child Internal Business Locations	List of internal business location of the current parent business location.For more information, see Create an internal organization.
Child External Business Locations	List of external business location of the current parent business location.For more information, see Create an external organization.
Assignment Groups	List of all associated assigned groups of the internal business location.For more information, see Setting up assignment groups.
Available Services	List of services supported by the business location.For more information, see Setting up products and available services at a business location.
Organization Customer Criteria	List of customers that are supported by an internal business location.For more information, see Define the configuration type for customers or business locations.
Customer Projects	List of all projects assigned to the business location. Select a project to see Project Tasks, Sub Projects, and Cases assigned to the project.Note: A location contributor manager or location relationship manager can see projects of their respective and child business locations. To learn more about roles, see Service Model Foundation roles. A list of project tasks under the customer project tab is visible only if the Visible to Customer field is selected during project task creation. To learn more about project creation, see Create customer projects. To learn more about project task creation, see Create a project task from a project.
Cases Requested by Location	List of all cases requested by the internal business location to work.For more information, see Create and manage cases for a business organization
Cases Assigned to Location	Cases that have been created and assigned to this location. For more information, see Create and manage cases for a business organization. Note: This tab appears only if the business function is set as Service.
Account Staff Relationships	Relationships that have been created between staff members and accounts at this location. Create account staff relationships by using the Account Manager responsibility. For more information, see Create an account staff relationship.
Consumer Staff Relationships	Relationships that have been created between staff members and consumers at this location. Create consumer staff relationships by using the Relationship Manager responsibility. For more information, see Create a consumer staff relationship.
Household Staff Relationships	Relationships that have been created between staff members and households at this location. Create household staff relationships by using the Relationship Manager responsibility. For more information, see Create a household staff relationship.
Sold Products	Sold products that have been created for customers at this location.For more information, see Create and manage sold products for a business organization.
Install Base Items	Install base items that have been created for customers at this location.For more information, see Create and manage install base items for a business organization.

**Related topics**

Create an internal organization

Service Model Foundation relationships

title	Internal Business Location form
description	In the Customer Service Management \(CSM\) application, the Service Model Foundation uses the Internal Business Location \(IBL\) form to store information about an internal business location. This information includes the staff members assigned to that location, cases, sold products, and install base items created for customers.
locale	en-US
canonical_url	https://www.servicenow.com/docs/r/customer-service-management/data-model-business-location-form.html
release	brazil
topic_type	reference
last_updated	2026-09-10
reading_time_minutes	7
breadcrumb	Customer Service formsReferenceCustomer Service Management