0
1.28.3
Australia, Zurich Patch 6, Zurich, Yokohama, Xanadu
Standalone Application
ServiceNow® Workplace Case Management enables workplace services and facilities teams to manage interactions with employees, without relying on any generic tools like email, phone calls and walkups. Standardize the process, interaction and fulfillment of inquires, requests and case transfers across the enterprise. Gain clear visibility into the quantity and types of cases workplace teams are receiving for continuous service improvement.
To automatically install all the Workplace Service Delivery applications at once, download the ServiceNow® Workplace Service Delivery Suite.
With the Workplace Case Management application, any case fulfillment process can be simplified. The application comes with the following key features:
- Enable workplace teams to provide timely help to employees.
- Configure approvals for quick fulfillment of cases raised by employees.
- Provide avenues for employees to interact with workplace service teams.
- Allow workplace teams to route requests to the appropriate team members, contractors , or vendors.
- Enable employees to report any workplace issue using the interactive floor maps.
New
- List & Calendar for cases. View and manage workplace cases on a new Calendar view in Workplace Central under Case Management module, with click-through to a side panel for quick case details and actions. Unified filters apply and retain across the Calendar and List View with ability to Group Cases on the Calendar View.
Changed
- Unified record page experience in Workplace Central. Workplace case pages now use the standard record page for a consistent navigation and editing experience in Workplace Central
- Accessibility compliance. Workplace Case Management core UI now meets WCAG 2.2 AA standards, including 400% zoom and reflow support.
Fixed
- Service items added to a reservation via an update are no longer removed unexpectedly. {PRB2001559}
- Capacity limits configured on workplace service items are now correctly enforced in the Catalog Items as well. {PRB2010040}
- Editing a WSD request form no longer leaves a blank space on the form. {PRB1955789}
- Editing a standalone workplace case no longer creates duplicate service item requests. {PRB2019226}
- The 'Requested For' user can now add comments and approve or reject a solution when a case is in the Awaiting Acceptance state. {PRB2008061}
- Workplace service templates no longer override descriptions and short descriptions entered by the user. {PRB1994849}
- Location availability restrictions on a Workplace Service Location are now enforced when a request is submitted through the Record Producer path. {PRB2000468}
- The 'KB articles read by user' tab on the case page is now accessible. {PRB2000894}
Removed
No items in this release.
- Workplace Core (sn_wsd_core) plugin must be installed.
- The System Admin (admin) role is required to install the application.
- In order to print the delivery reports, Document Templates must be installed.
- In order to use Smart Assessments, Smart Assessment Core must be installed.
- If the Field Service Management plug-in is installed, Workplace Cases are automatically integrated with FSM Work Orders.