Components installed with Workplace Case Management

Release version: Yokohama

Updated September 7, 2025

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Summary of Components installed with Workplace Case Management

The Workplace Case Management application installs various components essential for managing workplace services and cases efficiently. These components include tables, user roles, and business rules designed to streamline case handling, service management, and workflow automation within the ServiceNow platform.

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Roles

The application installs specific user roles with distinct permissions to manage workplace cases and services:

Workplace Case Management Admin: Full access to set up and manage workplace services.
Workplace Case Manager: Manages cases, templates, workplace services, approval options, escalations, and fulfillment instructions.
Workplace Case Agent: Includes all case writer permissions plus ability to view flow executions and write knowledge base articles.
Workplace Case Writer: Manages workplace tasks and cases with read access to escalation rules and fulfillment instructions.
Workplace Case Reader: Read-only access to workplace tasks and cases.
Workplace Reservation Admin: Manages service items during reservation creation, including overriding service limitations and configuring lead times.
Workplace User (updated role): From version 1.21.0, granted write access to workplace case records.

Tables

Multiple tables are installed or extended to store and manage workplace case data:

Workplace Case: Stores all workplace case records; extends Workplace Task table. Subject to archival rules for old tasks.
Workplace Service and Workplace Service Activity: Store data about workplace services and their activities.
Case Tier Escalation: Holds escalation rules for workplace cases.
Fulfillment Instruction: Contains instructions for fulfilling workplace services.
Request Service Items: Tracks requested service items; also subject to archival with old tasks.
Workplace Service Item Location and Workplace Service Location: Manage locations associated with workplace service items and services.
Workplace Field Mapping: Stores field mappings relevant to workplace data.
Workplace Service Item: Lists all workplace service items.
Workplace Template Configuration: Stores configurations for workplace templates.

Practical Implications for ServiceNow Customers

Activating Workplace Case Management equips your ServiceNow instance with structured roles and tables necessary for comprehensive workplace case and service management. Understanding the installed roles helps assign appropriate permissions to your users, ensuring they can perform their tasks effectively and securely. The tables facilitate organized data storage and retrieval for cases, services, and related activities, supporting workflow automation and escalation processes.

Additionally, archival rules apply to key tables, helping maintain system performance by managing historical data retention. Demo data availability can assist in exploring and validating the application features before full 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.