Fulfilling service requests in Care Team Operations for Facilities

concept brazil Updated Sep 10, 2026 1 min read cto-facilities-fulfilling-requests.md

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

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

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

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 facilities 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 Facilities
description: Healthcare Facilities 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/healthcare-life-sciences/cto-facilities-fulfilling-requests.html
release: brazil
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Care Team Operations for Facilities, Healthcare Operations, Healthcare and Life Sciences]
---

# Fulfilling service requests in Care Team Operations for Facilities

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

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

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

For information on fulfilling work orders, see [Manage work orders](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/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 facilities 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/brazil/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.