Resolve a healthcare case using CSM/FSM Configurable Workspace

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Use Workspace in a ServiceNow instance to work on healthcare cases created from an EMR system.

    Before you begin

    Role required: sn_ind_rmt_help.viewer

    Procedure

    1. Navigate to Workspace > CSM/FSM Configurable Workspace.
    2. Select the List icon and then navigate to Cases > All.
    3. Select the EMR case that you want to work on.
    4. Review and the case using the Details tab.
      Note:

      Information from the EMR request is captured in the EMR session overview contextual side panel.

    5. To close the EMR case, scroll to the Closure Information section.
    6. In the Closure Information section, complete the form fields.
    7. Select Close Case.