Manage workplace cases and tasks

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 3 min. de leitura

    • Track the workplace cases and tasks that are assigned to you and your assignment group. Know the number of cases that are open, critical, and breached at any time. View the details of the case and perform an action accordingly.

    Antes de Iniciar

    Verify that you have installed the required plugins.

    Role required: sn_wsd_case.workplace_agent

    Por Que e Quando Desempenhar Esta Tarefa

    The ServiceNow Agent - Workplace Agent for mobile application enables you to manage the workplace cases and tasks that are assigned to you on the go without the need of a desktop or laptop. You can manage any type of workplace cases such as regular workplace case, maintenance case, move case, space configuration case and reservation case. The application provides you with a category-based display where you can quickly access the works assigned to you and to your assignment group easily. The Work view of the application displays your work, your group work, and unassigned work.

    For detailed information about the available features, refer to Workplace Agent for mobile - Key features, actions, and case details.

    Procedimento

    1. Log in to Workplace Agent for mobile application.
      The launch screen opens with your Work view.
    2. On the Work view page, depending on what cases or tasks you want to check, you can choose from the following options.
      SectionActions
      My work overview Check the reports of workplace cases that are assigned to you. Select from the following reports to know more information:
      • Select Breached to view the workplace cases that have breached the set SLAs.
      • Select Critical to view the workplace cases that are critical and require attention.
      • Select Open to view the cases that you have opened and work in progress.
      • Select Resolved to view the total number of cases that you have resolved.
      • Select Allto view all the cases irrespective of their status.
      The details of the cases are displayed when you select the card. You can further select the case to view the case details in a separate page.
      My work
      • Swipe right through the section to view the details of all the cases and tasks that are assigned to you.
      • To view the details in a list, select the See all option.
      • You can select the case details card to open the details in a separate page and perform any action. On the page, use the filter to view cases and tasks separately.
        1. Select the Filter icon ().
        2. To apply a filter on the workplace cases, select Workplace case.
      Group work Go to the Group work section to view the cases and tasks assigned to the assignment group to which you belong.
      Select from the following:
      • Open critical: Select this option to view all the critical cases assigned to your assignment group.
      • Open unassigned cases by priority: Select this option to view a list of unassigned workplace cases of your assignment group.
        • You can view the cases by their priority.
        • You can select a case at any time and assign it to yourself or to any agent if necessary.
      • Open unassigned: Select this open to view both cases and tasks that are unassigned.
      Unassigned work Go to the Unassigned work section to view the details of all the cases and tasks that are currently not assigned to any agent within your assignment group.
      • Select See all to view all the cases and tasks in a list on a separate page.
      • Select the case or task to open it in a separate page. On the page, you can assign the case to yourself or make any updates.
    3. To check the knowledge articles added by your organization, select the Article tab at the bottom.
      The Articles page opens
    4. To view the notifications regarding cases that have breached SLAs or any other, select the Notifications tab at the bottom.
      The Notifications page opens. The page displays the following notifications:
      • Case- Assigned to individual
      • Case- Assigned to group
      • Case commented- to Assignee
      • Case escalated– If SLA is breached for a case, a notification is sent to the assignee.
      Select Delete all to delete the notifications if they’re no longer required.
    5. To view the saved cases, tasks, or any attachments, select the Saved tab at the bottom.
      The Saved page opens displaying all the cases, tasks, and attachments that you have saved.
    6. To log out or make any profile-related settings, select the Settings tab at the bottom.