Setup Integrated Facilities Management Integration Framework
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 Integrated Facilities Management (IFM) Framework automates the creation and management of work orders with third-party facilities management providers when workplace cases are created in ServiceNow. This framework facilitates bidirectional communication, allowing ServiceNow to create, add comments to work order, and cancel work order in external FM systems while receiving status updates and comments back from FM providers.
This integration framework eliminates manual work order creation and tracking, automates case-to-work-order lifecycle management, and provides unified visibility across both platforms.
Benefits of Integrated Facilities Management Framework
- Create work orders automatically in external FM systems (JLL, CBRE, etc.) directly from ServiceNow workplace cases.
- Configure provider routing rules to automatically assign workplace requests to appropriate FM providers based on service type, location, building, or custom criteria.
- Track work order synchronization status in real-time using the FM Provider and FM Work Order ID fields on workplace cases.
- Create work orders in external FM systems instantly when workplace cases are created in ServiceNow.
- Add comments to work orders or work notes for synchronized workplace cases, and any updates will automatically appear in external FM systems. Once the case or task is synced, the FM provider becomes the primary owner.
- Cancel workplace requests and automatically trigger cancellation of corresponding work orders in FM provider systems using the Cancel button on cases.
- View complete audit trails of all synchronization operations including timestamps, response codes, and detailed success/failure messages.
- Receive inbound updates from FM systems that automatically update ServiceNow case fields such as status, priority, and assignment without agent intervention.
Prerequisites and Requirements
- Workplace Core (sn_wsd_core)
- Workplace Case Management (sn_wsd_case)
- Integration Hub (com.glide.hub.integrations.professional)