Components installed with Workplace Case Management

Xanadu Employee Service Management

Release

xanadu

ft:locale

en-US

ft:publication_title

Xanadu Employee Service Management

ft:clusterId

emplsm

bundleId

emplsm

workflow

Employee

Components installed with Workplace Case Management

Release version: Xanadu

Updated September 7, 2025

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Summary of Components installed with Workplace Case Management

The Workplace Case Management application in ServiceNow installs multiple components essential for managing workplace cases, services, and related activities. These components include tables, user roles, and business rules that support case and reservation workflows, escalation, and service fulfillment.

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The Application Files table lists all installed components, and demo data is available for testing and learning purposes.

Roles

The application installs several specific roles that define user permissions and responsibilities:

Workplace Case Management Admin: Full application access, setup, and creation of workplace services.
Workplace Case Manager: Can view and manage all cases, templates, workplace services, approvals, escalations, and instructions.
Workplace Case Agent: Has case writer permissions plus the ability to view flow executions and write knowledge base articles.
Workplace Case Writer: Can create and manage workplace tasks and cases, and read escalation and fulfillment information.
Workplace Case Reader: Read-only access to workplace tasks and cases.
Workplace Reservation Admin: Can see all service items during reservation creation, override lead-time restrictions, and remove services even when cancellations are restricted.
Updated Role – Workplace User: From version 1.21.0, granted write access to the Workplace Case table for enhanced case interaction.

Tables

The application installs key tables that extend existing ServiceNow tables to store workplace case management data:

Workplace Case [snwsdcaseworkplacecase]: Stores all workplace case data; archived alongside workplace tasks if archival rules apply.
Workplace Service and Related Tables: Includes tables for workplace services, service activities, service items, service item locations, and service locations, all supporting detailed service management.
Case Tier Escalation: Stores escalation rules to manage case priority and response workflows.
Fulfillment Instruction: Contains instructions related to service fulfillment processes.
Request Service Items: Manages requested workplace service items and is subject to archival rules.
Workplace Field Mapping and Template Configuration: Support customization and template-driven case management setups.

Practical Implications for ServiceNow Customers

By activating Workplace Case Management, customers gain a structured environment with predefined roles and data structures to efficiently manage workplace-related cases and services. The roles enable precise access control tailored to different user responsibilities, while the tables provide a robust backend for storing and processing case and service information.

Archival rules can be applied to maintain data hygiene by archiving old cases and related records. The presence of demo data allows for safe experimentation and training before live deployment.

Several types of components are installed with activation of the Workplace Case Management application, including tables, user roles, and business rules.

Note:

The Application Files table lists the components that are installed with this application. For instructions on how to access this table, see Find components installed with an application.

Demo data is available for this feature.

Roles

Table 1. Roles installed with Workplace Case Management
Role title [name]	Description	Contains roles
Group roles: Workplace Event Planners	AI agentic workflow autonomously assigns emergency maintenance request and change event request submitted by a workplace user. For more information, see Manage temporary space closures agentic workflow and Help manage workplace reservations agentic workflow.	sn_wsd_case.case_writer sn_wsd_rsv.reservation_planner
Workplace Case Management admin [sn_wsd_case.admin]	Sets up data related to workplaces services. Creates workplace services. Has complete access to the application.	sn_wsd_case.manager
Workplace case Manager [sn_wsd_case.manager]	View all cases. Manage cases. Create, read, update, and delete Case templates. Create, read, update, and delete Task templates. Create, read, update, and delete Workplace Services. Create, read, update, and delete Workplace Service Activities. Create, read, update, and delete Approval options. Create, read, update, and delete an Escalation rule. Create, read, update, and delete Fulfillment instructions. Perform agent-related actions.	template_editor_global sn_wsd_case.workplace_agent
Workplace case agent [sn_wsd_case.workplace_agent]	In addition to all the permissions of a Workplace case writer, Can view flow executions. Can write knowledge base articles.	sn_wsd_case.case_writer sn_wsd_core.kb_writer flow_operator
Workplace case writer [sn_wsd_case.case_writer]	Create, read, update, and delete Workplace Tasks. Read Task templates. Create, read, update, and delete Workplace cases. Read the following: Escalation rules Fulfillment instructions	sn_wsd_core.task_writer sn_wsd_case.case_reader
Workplace case reader [sn_wsd_case.case_reader]	Has read permissions to access all Workplace tasks Workplace cases	sn_wsd_core.task_reader
Workplace reservation admin sn_wsd_case.bypass_services_limitation	With this role, user can see all the service items while creating a reservation, even which are in the lead time. User can remove an added service item for an existing reservation, even if it is Already arranged In lead time of ordering When the Restrict cancellation of requested services is enabled true. Can configure Lead time of ordering at service item or service item location.	sn_wsd_case.bypass_services_limitation

Table 2. Roles updated by Workplace Case Management
Role	Description	Contains roles
Workplace user [sn_wsd_core.workplace_user]	From Workplace Case Management version 1.21.0, this role has write access to the Workplace Case [sn_wsd_case_workplace_case] table.	None

Tables

Table 3. Tables installed with Workplace Case Management
Table	Description
Workplace Case [sn_wsd_case_workplace_case]	Extends Workplace Task [sn_wsd_core_workplace_task] table. Stores information about all the Workplace cases in the application. : If WSD: Archive old workplace tasks archival rule is applied then Workplace Case [sn_wsd_case_workplace_case] table is also archived. For more information, see Apply the archive rule.
Workplace Service [sn_wsd_case_workplace_service]	Extends the Application File table. Stores information about all the Workplace Services in the application.
Workplace Service Activity [sn_wsd_case_workplace_service_activity]	Extends the Application File table. Stores information about all the Workplace Service Activities in the application.
Case Tier Escalation sn_wsd_case_tier_definition	Stores information about all the workplace case escalation rules created in the application.
Fulfillment Instruction sn_wsd_case_fulfillment_instruction	Stores information about all the fulfillment instructions created for workplace services in the application.
Request Service Items [sn_wsd_case_service_item_request]	Stores information about all the workplace service items requested using a workplace service. Note: If WSD: Archive old workplace tasks archival rule is applied then Request Service Items [sn_wsd_case_service_item_request] table is also archived. For more information, see Apply the archive rule.
Workplace Service Item Location [sn_wsd_case_m2m_service_item_location]	Extends the Workplace Service Location table. Stores information about all the workplace service item locations added in the application.
Workplace Service Location [sn_wsd_case_m2m_service_location]	Stores information about all the workplace service locations.
Workplace Field Mapping [sn_wsd_case_workplace_field_mapping]	Stores information about all the workplace field mappings created in the application.
Workplace Service Item [sn_wsd_case_workplace_service_item]	Stores information about all the workplace service items created in the application.
Workplace Template Configuration [sn_wsd_case_workplace_template_configuration]	Stores information about all the workplace template configurations created in the application.