--- sourceDocument: Xanadu Employee Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/employee-service-management Release : - xanadu ft:locale : - en-US ft:publication_title : - Xanadu Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Add a workplace service item to a workplace service # Add a workplace service item to a workplace service {#ariaid-title1} * Release version: Xanadu * * Updated January 30, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 minutes to read Configure a workplace item that an employee can order along with a workplace service request or as part of their reservation. For example, while making a reservation, an employee can order a workplace service item such as catering, an additional chair, whiteboard, marker, and more. ## Before you begin Role required: sn_wsd_case.manager ## About this task Add a workplace item to make it available for employees to order when they make a workplace service request. Specify the following details related to the workplace item: * Specify a name for the workplace item. The item will be displayed to the employees with the specified name. * Select a template to pre-fill certain values when creating a workplace case or a workplace task. * The parent workplace service to which you are adding the workplace item. * The subcategory to which the item belongs. * An image describing the workplace item. The image will be displayed to the employees while they are making a selection. The image is displayed to the customers while using the Reservation portal and Workplace Reservations for Microsoft Outlook Add-in. * A brief description about the workplace item. The description will be displayed to the employees while they are making a selection. You can add a normal text or an HTML text. The description can contain a text and a link. If you enter a long description, the text will be displayed to the employees along with a Show more option. The description is displayed to the customers while using the Reservation portal and Workplace Reservations for Microsoft Outlook Add-in. Note: The Workplace Reservations for Microsoft Outlook Add-in doesn't inform about the services in lead time instead the services are not requested when the reservation gets submitted. * Cost of the workplace item. You can select the applicable currency based on your location. * Time duration required to prepare the item and clean up the item. You can specify the time in days and or hours. * Specify if you want to enable employees to specify their required quantity or capacity. * Configure the locations where the workplace service item shall be available. {#add-workplace-service-items__ul_ngz_chm_1yb} Example: Workplace service items added with 'Request Furniture' workplace service: ## Procedure 1. Navigate to AllWorkplace Case ManagementWorkplace Case Management - SetupWorkplace services. 2. Select the workplace service to which you want to add a workplace service item. 3. On the form, scroll down to the Workplace Service items related list. 4. Click New. 5. On the form, fill in the fields. {#add-workplace-service-items__table_pwz_4tl_qqb__entry__2} | Field | Description | |-|-| | Name | Name of the workplace service item. | | Item type | Type of workplace service activity that must be generated for this workplace service item when an employee makes an order. Choices are as follows: * Case: Option to generate a child workplace case to fulfill this item. * Task: Option to generate a child workplace task to fulfill this item. * Manual: Option to generate a manual fulfillment workplace service to fulfill this item. {#add-workplace-service-items__ul_nhg_mvl_qqb} | | Workplace service | The workplace service that you want to set as a child case to fulfill the item. This field appears only if Case is selected from the Item type field. | | Task table | The task table that must be used to create a child workplace task to fulfill the item. This field appears only if Task is selected from the Item type field. | | Default template | The default task template to fulfill the task. For more information, refer to [Create a Workplace task template](https://servicenow-prod.fluidtopics.net/QhQ3kY4o577Dht0QIRohXw "A Task template simplifies the process of creating tasks in Workplace Case Management by populating fields automatically."). This field appears only if Task is selected from the Item type. | | Application | Application of the service item. This field is automatically set. * If you are adding the workplace service item for a workplace case-related service, selectWorkplace Case Management. * If you are adding the workplace service item for a workplace service that is available for employees while making a reservation, then select Workplace Reservation Management. {#add-workplace-service-items__ul_ux3_kvn_fsb} | | Parent service | The workplace service to which you are adding this activity. This field is automatically set. | | Sub Category | Sub category to which the workplace item belongs. A list of subcategories is available from which you can select. | | Active | Option to activate the workplace service item. | | Image | Image describing the workplace service item. The image is be displayed to employees while making a selection. | | Description | Brief description about the workplace service item. The description can be in a normal text or an HTML text.The description will be displayed to Workplace Reservation Management users while making a selection. The description can contain a text and a link. The description will be displayed to the customers while using the Reservation portal and Workplace Reservations for Microsoft Outlook Add-in. | | Default Configurations || | Quantity enabled | Option to enable specify their required quantity. | | Capacity enabled | Option to enable employees to specify a capacity. The maximum capacity that is specified for the selected workplace location is used as the maximum capacity limit. To specify a maximum capacity, change the Max capacity field of the workplace service item location. Note: If the Workplace Service item isn't assigned to any location, there will be no capacity restrictions. | | Cost | Cost of the workplace item. To specify the currency of the cost, click the currency icon (![Currency icon.]()). | | Preparation duration | Time required to prepare the item, if needed. | | Cleanup duration | Time required to clean up the item, if needed. | | Lead time for ordering | Time provided for the service team for preparing or arranging the service item. Configuring Lead time for ordering restricts in adding any extra service items to a reservation, when the service is within the lead time. This option is enabled at service item and service location level. If a user changes the date of a reservation or a case and the new date is within the lead time, the system displays an error specifying the lead time of the service item. Service items that are within the lead time can't be modified while editing a reservation. | | Restrict cancellation of requested services | Option to restrict employees to cancel the requested services. | [Table 1. Workplace Service item form] {#add-workplace-service-items__table_pwz_4tl_qqb} 6. Click Submit. ## Result The workplace service item is added to the workplace service. An employee can order the workplace item while requesting the workplace service. Important: While adding a service item to a reservation, if a particular service item is within the lead time, then that service item won't appear in the items list. A regular employee can't remove any service items to an existing reservation in the following scenarios: * When a reservation is arranged * When the service items are within the Lead time of ordering * When the Restrict cancellation of requested services option is enabled {#add-workplace-service-items__ul_drb_5fk_1cc} Employee can move a reservation to another date or time. While moving, if one or more services collide with the Lead time for ordering, then the employee is informed. The employee shouldn't be able to remove any services that are being prepared or arranged. The employee is informed if there are one or more services in the lead time while saving the reservation. Note: Canceling a reservation cancels the requested service, even when the service item is restricted from cancellation. ## What to do next Specify the workplace locations where the workplace service item is available for ordering. For more information, see [Make a workplace service item available to a workplace location](https://servicenow-prod.fluidtopics.net/OgR9nAo_Mmydt4fqWVvs2g "Make a workplace service item available to specific workplace locations. Select any workplace location such as a region, site, campus, building, floor, area, or a space."). * **[Make a workplace service item available to a workplace location](https://servicenow-prod.fluidtopics.net/OgR9nAo_Mmydt4fqWVvs2g)** Make a workplace service item available to specific workplace locations. Select any workplace location such as a region, site, campus, building, floor, area, or a space. **Related concepts** * [Configuring a record producer for request edit](https://servicenow-prod.fluidtopics.net/dy2qCqd_6H1IsrDKI7Pi2A "Configure a record producer for editable workplace service requests.") * [Configuring a record producer for reservation](https://servicenow-prod.fluidtopics.net/i6CX1_jurbjhK3JMVPC1Nw "Configure a record producer to integrate it with Workplace Reservation Management.") **Related tasks** * [Install Workplace Case Management](https://servicenow-prod.fluidtopics.net/KPZXMhM7GhG1nOSh3xfdVA "Install the Workplace Case Management application from ServiceNow Store applications. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.") * [Create a Workplace case template](https://servicenow-prod.fluidtopics.net/6DWaeojymeRdJ3a0ClKBag "Create a Workplace case template for use when creating workplace services.") * [Create a Workplace task template](https://servicenow-prod.fluidtopics.net/QhQ3kY4o577Dht0QIRohXw "A Task template simplifies the process of creating tasks in Workplace Case Management by populating fields automatically.") * [Configure Approval options](https://servicenow-prod.fluidtopics.net/qdInXcVLT9kjBQ8WJywLUA "Add approvers to approve cases created through Workplace services.") * [Configure a Record producer](https://servicenow-prod.fluidtopics.net/z6HCnCcxoRMv9nOPtJDdHA "Make a Workplace service available to employees as a self-service option. Configure a record producer to display the service as a catalog item in the Workplace Services catalog.") * [Configure workplace services topic](https://servicenow-prod.fluidtopics.net/SsX192iOqWwZBxnzGhoSYw "Configure catalog items for the child topics under the Workplace service topic within the Workplace Service Delivery integration with Microsoft Places application.") * [Create an SLA Definition](https://servicenow-prod.fluidtopics.net/6nyG~b315~c18hmlR3fDKQ "Configure SLAs to ensure that cases are resolved according to the expectations of customers. SLAs set up performance parameters, such as specifying minimum uptime or the amount of time that a task needs in order to reach a certain condition.
") * [Create a Workplace service](https://servicenow-prod.fluidtopics.net/HpRC3WXqI7rYofl5z3zDJA "Create a workplace service with pre-defined steps of fulfillment. Select the fulfillment type required based on the workplace service. Create workplace services like catering, office supply request, parking, or any service to support employees needs.") * [Create a workplace template configuration](https://servicenow-prod.fluidtopics.net/Z161RjoWSmVyeBxP1OOfNQ "Define a template that must be applied to fulfill a workplace case. Set conditions based on common employee responses for requests. The template will be applied to those workplace cases that match the conditions specified.") * [Create a workplace field mapping](https://servicenow-prod.fluidtopics.net/GeQGRtT5cCuhjJ8fiQ6d4A "Create a field mapping record to copy the field information of a parent case to the child workplace service activities or to workplace item-related tasks. Skip the process of re-entering the same details of a parent case to a child case by using field mapping records.") * [Configure an escalation rule](https://servicenow-prod.fluidtopics.net/CUwdi6rEEuOLfmsncLLefg "Escalate a workplace case to the relevant assignment group by using an escalation rule.") * [Add Fulfillment instructions](https://servicenow-prod.fluidtopics.net/zaEsAfyVDLlQOK~qBdQxwQ "Provide instructions to workplace agents on how to fulfill a workplace case. Add instructions for new workplace agents and for complicated workplace cases.") * [Group similar workplace cases under a parent case](https://servicenow-prod.fluidtopics.net/4QBW8nn~7PHpSdwErWfjPg "Categorize cases that have similar issues and that require the same resolution under a single parent case. Reduce the time spent on resolving multiple workplace cases.") *[\>]: and then