Components installed with Workplace Case Management

  • Release version: Australia
  • Updated March 12, 2026
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    Summary of Components Installed with Workplace Case Management

    The activation of the Workplace Case Management application installs various components, including tables, user roles, and business rules essential for managing workplace services effectively. Customers can refer to the Application Files table for a comprehensive list of installed components.

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    Key Features

    • Roles: Several roles are installed, each with specific permissions:
      • Workplace Case Management Admin: Full access to manage workplace services and data.
      • Workplace Case Manager: Capable of managing cases, templates, and service activities.
      • Workplace Case Agent: Can view flow executions and write knowledge base articles.
      • Workplace Case Writer: Permissions to manage workplace tasks and cases.
      • Workplace Case Reader: Read-only access to all workplace tasks and cases.
      • Workplace Reservation Admin: Can manage all service items during reservations, including lead time configurations.
    • Tables: Various tables are installed to store information regarding workplace cases, services, activities, and escalation rules.
      • Workplace Case: Stores all workplace case information.
      • Workplace Service: Stores details of all workplace services.
      • Workplace Service Activity: Contains information about service activities.
      • Case Tier Escalation: Holds escalation rules for workplace cases.
      • Fulfillment Instruction: Stores fulfillment instructions for services.
      • Request Service Items: Information on requested service items.

    Key Outcomes

    By utilizing the Workplace Case Management application, customers can streamline workplace service management, improve case handling efficiency, and ensure proper tracking of service requests and escalations. This structured approach enhances overall workplace functionality and user experience.

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

    Note:
    The Application Files table lists the components that are installed with this application. For instructions on how to access this table, see Find components installed with an application.

    Demo data is available for this feature.

    Roles

    Table 1. Roles installed with Workplace Case Management
    Role title [name] Description Contains roles
    Group roles: Workplace Event Planners AI agentic workflow autonomously assigns emergency maintenance request and change event request submitted by a workplace user. For more information, see Manage temporary space closures agentic workflow and Help manage workplace reservations agentic workflow.
    • sn_wsd_case.case_writer
    • sn_wsd_rsv.reservation_planner
    Workplace Case Management admin

    [sn_wsd_case.admin]
    • Sets up data related to workplaces services.
    • Creates workplace services.
    • Has complete access to the application.
    		 sn_wsd_case.manager
    Workplace case Manager

    [sn_wsd_case.manager]
    • View all cases.
    • Manage cases.
    • Create, read, update, and delete Case templates.
    • Create, read, update, and delete Task templates.
    • Create, read, update, and delete Workplace Services.
    • Create, read, update, and delete Workplace Service Activities.
    • Create, read, update, and delete Approval options.
    • Create, read, update, and delete an Escalation rule.
    • Create, read, update, and delete Fulfillment instructions.
    • Perform agent-related actions.
    • template_editor_global
    • sn_wsd_case.workplace_agent
    Workplace case agent

    [sn_wsd_case.workplace_agent]

    		 In addition to all the permissions of a Workplace case writer,
    • Can view flow executions.
    • Can write knowledge base articles.
    • sn_wsd_case.case_writer
    • sn_wsd_core.kb_writer
    • flow_operator
    Workplace case writer

    [sn_wsd_case.case_writer]
    • Create, read, update, and delete Workplace Tasks.
    • Read Task templates.
    • Create, read, update, and delete Workplace cases.
    • Read the following:
      • Escalation rules
      • Fulfillment instructions
    • sn_wsd_core.task_writer
    • sn_wsd_case.case_reader
    Workplace case reader

    [sn_wsd_case.case_reader]

    		 Has read permissions to access all
    • Workplace tasks
    • Workplace cases
    		 sn_wsd_core.task_reader
    Workplace reservation admin sn_wsd_case.bypass_services_limitation

    With this role, user can see all the service items while creating a reservation, even which are in the lead time.

    User can remove an added service item for an existing reservation, even if it is
    • Already arranged
    • In lead time of ordering
    • When the Restrict cancellation of requested services is enabled true.

    Can configure Lead time of ordering at service item or service item location.

    		 sn_wsd_case.bypass_services_limitation
    Table 2. Roles updated by Workplace Case Management
    Role Description Contains roles
    Workplace user

    [sn_wsd_core.workplace_user]

    		 From Workplace Case Management version 1.21.0, this role has write access to the Workplace Case [sn_wsd_case_workplace_case] table. None

    Tables

    Table 3. Tables installed with Workplace Case Management
    Table Description
    Workplace Case

    [sn_wsd_case_workplace_case]

    		 Extends Workplace Task [sn_wsd_core_workplace_task] table. Stores information about all the Workplace cases in the application.

    : If WSD: Archive old workplace tasks archival rule is applied then Workplace Case [sn_wsd_case_workplace_case] table is also archived. For more information, see Apply the archive rule.
    Workplace Service

    [sn_wsd_case_workplace_service]

    		 Extends the Application File table. Stores information about all the Workplace Services in the application.
    Workplace Service Activity

    [sn_wsd_case_workplace_service_activity]

    		 Extends the Application File table. Stores information about all the Workplace Service Activities in the application.
    Case Tier Escalation

    sn_wsd_case_tier_definition

    		 Stores information about all the workplace case escalation rules created in the application.
    Fulfillment Instruction

    sn_wsd_case_fulfillment_instruction

    		 Stores information about all the fulfillment instructions created for workplace services in the application.
    Request Service Items

    [sn_wsd_case_service_item_request]

    		 Stores information about all the workplace service items requested using a workplace service.
    Note:
    If WSD: Archive old workplace tasks archival rule is applied then Request Service Items [sn_wsd_case_service_item_request] table is also archived. For more information, see Apply the archive rule.
    Workplace Service Item Location

    [sn_wsd_case_m2m_service_item_location]

    		 Extends the Workplace Service Location table. Stores information about all the workplace service item locations added in the application.
    Workplace Service Location

    [sn_wsd_case_m2m_service_location]

    		 Stores information about all the workplace service locations.
    Workplace Field Mapping

    [sn_wsd_case_workplace_field_mapping]

    		 Stores information about all the workplace field mappings created in the application.
    Workplace Service Item

    [sn_wsd_case_workplace_service_item]

    		 Stores information about all the workplace service items created in the application.
    Workplace Template Configuration

    [sn_wsd_case_workplace_template_configuration]

    		 Stores information about all the workplace template configurations created in the application.