Workplace case details
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Summary of Workplace Case Details
The Workplace Case Details feature allows workplace agents to access comprehensive information on various types of cases, including workplace, maintenance, relocation, and room configuration cases. This functionality is designed to enhance case management efficiency by providing agents with a detailed view similar to that available on desktop platforms. Agents can prioritize and manage cases based on their current status and other relevant criteria.
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Key Features
- Case Detail Screens: Different screens display details based on the case type, including Workplace case, Workplace reservation case, Move case, Preventive maintenance case, and Corrective maintenance case.
- Default Options: Features include a location pin to visualize the workplace on a floor map, a save option to bookmark cases for quick access, and related lists that provide detailed information such as case description, timelines, and associated activities.
- Related Lists: Key related lists include Details, Variables, Activity, Child Cases, Approvers, Case SLAs, and Requested Service Items, offering a holistic view of the case's context.
- Action Options: Agents can edit cases, add comments, assign cases to themselves or others, create child tasks, attach knowledge articles, update checklists, and view all attachments associated with the case.
Key Outcomes
This feature empowers ServiceNow customers to streamline their case management processes, enhance communication among agents, and ensure timely resolution of workplace-related issues. By utilizing the case details and related features effectively, agents can improve productivity and service delivery within their organization.
You can view the full details of a workplace, maintenance, relocation or room configuration case and the tasks associated with the case. The case details view is similar to the view you get when you open the case in a native view on a desktop or laptop.
As a workplace agent, you can work on any case based on its priority, assignment status, current state and more. The Work view displays cases based on different categories to help you get started.
There are different screens with case details depending on the type of workplace case that you open such as:
- Workplace case
- Workplace reservation case
- Move case
- Preventive maintenance case
- Corrective maintenance case
The case details screen for all types of cases displays the complete details of the case along with the related lists.
The default view of the case details provides the following options:
- Location pin: Select the Location pin (
) to view the location pin of the workplace location on the floor map above the related lists. - Save: The Save option (
) enables you to save the case in case you want to view it easily in a single window. You can view the saved cases in the Saved tab at the bottom of the screen. - Related lists: The following related lists are displayed:
- Details
- Displays the details of the case such as the description, the workplace service using which the case is requested, the employee for whom the case is requested, the user who opened the case, the workplace location for which the
case is created, the date when the case was requested and other details like expected start time and due date.
- If you’re viewing a move case, you can view the details such as the From location, To location, Reason for move, Requested move date and the Due date by when the move must be performed.
- If you’re viewing a maintenance case, you can view the details such as the Product model of an asset and Enterprise asset.
- Variables
- Displays the variables entered on the form when the case was requested by the requester.
- Activity
- Displays the various activities performed on the workplace case since its creation.
- Child Cases
- Displays the child cases created for this case.
- Child tasks
- Displays the child tasks created to fulfill the case. You can select the child task to view the task details in a separate page. For more information about viewing task details and more, refer to the Workplace task details - Overview and actions topic below.
- Approvers
- Displays the approvers related to the case.
- Case SLAs
- Displays the SLAs associated with the case. If any child case or task breaches an SLA, the case card is displayed with a Breached tag.
- Attached knowledge
- Displays any knowledge articles associated with the case. You can select the link to navigate to the knowledge base article on a separate page.
- Related cases
- Displays cases related to this workplace if there are any. In case of a preventive case or a corrective maintenance case, the Related cases related list is displayed as Workplace cases.
- Case conflict review
- The related list appears only for the move case. Displays the conflicts.
- Requested service items
- Displays the service items that are requested along with the case.
- Fulfillment instructions
- Displays the fulfillment instruction to fulfill the workplace case. You can select the link to navigate to the knowledge base article containing the fulfillment instruction on a separate page.
The case details page provides you with the following action options:
- Edit case
- The Edit case option enables to edit a case at any time.
- Comment
- The Comment option enables you to add comments to a workplace whenever you want to add more information or make an update about the progress. You can add work notes to notify other agents and additional comments to inform the requester.
- Assign to me
- The Assign to me option enables you to assign the case to yourself if the case is unassigned and if the case belongs to the assignment group to which you belong. The option is displayed only if the case is unassigned.
Select the action menu (
) on the top-right header of the case details page to view further actions listed below:
) on the top-right header of the case details page to view further actions listed below:- Add comments
- The option enables you to post comments to the case. It’s the same as the Comment action on the page. You can add work notes to notify other agents and additional comments to inform the requester.
- Assign case
- The option enables you to assign the case to another workplace agent. The option is displayed only if the task is unassigned.
- Create task
- The option enables you to create a child task and a parent case is already associated.
- Attach knowledge
- The option enables you to add any knowledge base articles to the workplace case whenever required. You can search from a list of available knowledge base articles. You can add multiple articles to a case.
- Update checklist
- The option enables you to update any checklist items if necessary.
- Update state
- The option enables you to update the current state of the case.
- View attachments
- The option enables you to view all the attachments of the case at a single place.