Workplace Case Management

Workplace agents complete smart assessments as part of their case workflow. When a case has an attached assessment that meet configured trigger conditions, agents can open it directly from the case form, answer all required questions, and submit the assessment.

Provide instructions to workplace agents on how to fulfill a workplace case. Add instructions for new workplace agents and for complicated workplace cases.

Make a workplace service item available to specific workplace locations. Select any workplace location such as a region, site, campus, building, floor, area, or a space.

Configure a workplace item that an employee can order along with a workplace service request or as part of the reservation. For example, while making a reservation, an employee can order a workplace service item such as catering, an additional chair, whiteboard, marker, and more.

Monitor the status of workplace cases raised in your organization.

Use HR Service Delivery and Workplace Service Delivery to automatically assign a seat for the new hires in your organization.

Several types of components are installed with activation of the Workplace Case Management application, including tables, user roles, and business rules.

Add approvers to approve cases created through Workplace services.

Configure a record producer for editable workplace service requests.

Configure a record producer to integrate it with Workplace Reservation Management.

Set up automations to trigger predefined actions whenever assessment templates are published. You can define action set types that determine how and when automated actions execute within the assessment workflow.

Escalate a workplace case to the relevant assignment group by using an escalation rule.

Provider Routing Rules determine which workplace cases and tasks are sent to which FM providers. Rules use standard ServiceNow condition builders to evaluate case attributes.

Smart assessment triggers define the conditions when assessment templates are applied to workplace cases or tasks.

Enable an employee to submit a universal request using a workplace service record producer from the Workplace Service Portal. Configure a workplace service to create Universal Request whenever an employee makes a selection.

Create a facilities management provider to connect Workplace Cases and Tasks in ServiceNow with an external facilities management (FM) system using the IFM Framework. The provider record defines how ServiceNow creates, updates, and cancels work orders in a third‑party FM system and enables end‑to‑end visibility across both systems.

Workplace managers create a workplace case and assign it to workplace agents for various service requests such as cleaning, maintenance, or inspection tasks. When a case is moved to a specific state (for example, Work in Progress) and meets the configured trigger conditions, a smart assessment instance is automatically created and attached to the case.

Assessment template categories help organize and classify smart assessment templates based on their purpose or use case. Categories make it easier to locate and manage templates within the assessment workspace.

Create restricted caller access (RCA) privilege for the provider application to allow inbound updates to Workplace case or task.

Configure SLAs to ensure that cases are resolved according to the expectations of customers. SLAs set up performance parameters, such as specifying minimum uptime or the amount of time that a task needs in order to reach a certain condition.

Smart assessment templates define the structure, questions, and sections that workplace agents complete when working on cases and tasks. Case managers create templates to standardize data collection and ensure consistent quality checks across workplace cases and tasks. These assessments automatically attach to cases and tasks based on configurable trigger conditions.

Create a Workplace case template with user acceptance.

As a routing agent, create a workplace case from a universal request and then assign it to the Workplace services assignment group. The workplace manager handles the workplace case and takes further actions to fulfill the request.

Create a field mapping record to copy the field information of a parent case to the child workplace service activities or to workplace item-related tasks. Skip the process of re-entering the same details of a parent case to a child case by using field mapping records.

Create a Workplace service activity to trigger a background activity when a Workplace service is selected. The activity can be an approval action, task, or a child case.

Create a workplace service with predefined steps of fulfillment. Select the fulfillment type required based on the workplace service. Create workplace services like catering, office supply request, parking, or any service to support employees needs.

Define a template that must be applied to fulfill a workplace case. Set conditions based on common employee responses for requests. The template will be applied to those workplace cases that match the conditions specified.

Edit the details of a workplace request or change workplace service items included in a workplace request.

Categorize cases that have similar issues and that require the same resolution under a single parent case. Reduce the time spent on resolving multiple workplace cases.

Install the Workplace Case Management application from ServiceNow Store applications. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

Set up the Integrated Facilities Management (IFM) Integration Framework to connect Workplace Cases and Tasks in ServiceNow with external facilities management provider systems, enabling automated work order synchronization and end‑to‑end visibility across platforms.

The Workplace Location Assignment service automatically assigns a workplace location to an employee.

Filter workplace cases using criteria such as the Short Description, Workplace Location, or other relevant fields to generate a consolidated report.

As a Workplace case manager, you can manage workplace cases created through workplace services. You can view and update cases if required.

Outbound flows are Integration Hub subflows that synchronize workplace cases or tasks from ServiceNow to a third‑party Facilities Management (FM) provider’s Work Order system, so cases tracked in ServiceNow can be executed as work orders in the provider system and remain in sync. Outbound flows send data from ServiceNow to external Facilities Management provider systems.

Print case details along with associated services or service items to support effective case management and resolution.

Customize the properties available with Workplace Case Management.

Submit a workplace service request to get space allocation recommendations using the Workplace Service Portal. The Workplace Service Delivery space assistance provides you with the best space allocation plan options based on the space quantity and the department that you specify. You can select the most suitable allocation or none. Depending on your selection, the Space planner deploys the plan to use.

Create a move request to relocate to another space. Specify why you want to move and when you want to move. You can select a space that is located in your current building or at a different building. You can also select a desk directly on the floor map.

Order furniture or equipment for your workplace or for any event.

You can request a workplace service using the Workplace Service Portal or the Now Mobile app.

Raise a general enquiry or any workplace improvement-related services.

Smart Assessment enables workplace case managers to create structured assessment templates with customizable questions and sections. These assessments can be automatically triggered based on specific conditions, such as state changes in workplace cases and tasks. Workplace agents complete these assessments as part of their workflow, ensuring standardized data collection and quality control.

Raise a badge request at your workplace using either the Workplace Service Portal or the Employee Center.

Raise a catering request service using either the Workplace Service Portal or the Employee Center.

Raise a cleaning request using either the Workplace Service Portal or the Employee Center.

Raise an equipment request at your workplace using either the Workplace Service Portal or the Employee Center.

Raise a maintenance request for an equipment for a location using either the Workplace Service Portal or the Employee Center.

Raise a tech support request using either the Workplace Service Portal or the Employee Center.

As a workplace employee, request a change to the date, time, and duration of your planned event reservation.

Submit an emergency maintenance request for a meeting room.

Submit a general workplace service request for issues that need a human response. Request help for issues that aren't covered by current automated workflows.

Raise a Heating and cooling request using either the Workplace Service Portal or the Employee Center.

Transfer a workplace case back to the Universal Request, to another department, or to another service. You can transfer the request with or without providing a resolution.

Workplace Event planners can view the change event reservation case details and the actions taken by AI agents in the case work notes.

Workplace Event planners can view the emergency maintenance case details and the actions taken by AI agents in the case work notes.

View and track open, closed, and unassigned workplace cases.

As a workplace manager, work on a workplace case that is created from a Universal Request. Provide a resolution to the workplace case.

Learn more about the role, tables and system properties installed with the Workplace Case Management application.

Use this dashboard to track the number of workplace cases that were created using the workplace services from the Workplace Service Delivery or from the Workplace Service Portal. Monitor the number of open cases, cases that require approval, and other cases on any given day.

Fulfilling employee workplace requests involves multiple, complex back-end processes, including analyzing the requests for type and routing them to human or automated responses, approvals, or other tasks. The ServiceNow Workplace Case Management application makes these processes simpler and more efficient by letting you create pre-defined steps to fulfill requests.

Fulfilling employee workplace requests involves multiple, complex back-end processes, including analyzing the requests for type and routing them to human or automated responses, approvals, or other tasks. The ServiceNow Workplace Case Management application makes these processes simpler and more efficient by letting you create pre-defined steps to fulfill requests.

As an admin, you can configure Workplace services and enable Workplace Services users to submit requests through it. The application enables you to configure workplace services with pre-defined fulfillment types.

Use the Workplace Service form to specify details such as the case table, default template, and record producers.

The ServiceNow Workplace Case Management application enables you to create a workplace service with pre-defined steps for fulfillment. You can create workplace services for requests like cleanliness, IT, office setup, and travel requests. For example, you can create a request for HVAC issues, broken chairs, floor spills, move requests, and more.

Create a Workplace case template for use when creating workplace services.

Make a Workplace service available to employees as a self-service option. Configure a record producer to display the service as a catalog item in the Workplace Services catalog.

Combine Workplace Service Delivery services with Universal Request so that you can provide a convenient workplace experience to your employees. Provide a common help desk so that your employees can submit requests that are related to their workplace without having to search the Workplace services catalog.

A Task template simplifies the process of creating tasks in Workplace Case Management by populating fields automatically.

As a Workplace case manager, you can create templates to simplify the process of creating tasks and cases by populating fields automatically.