--- sourceDocument: Australia Employee Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/employee-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Integrated Facilities Management Integration Framework # Integrated Facilities Management Integration Framework {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Integrated Facilities Management Integration Framework The Integrated Facilities Management (IFM) Integration Framework streamlines the synchronization of work orders between ServiceNow workplace cases and external facilities management (FM) systems. It automates the creation, management, and lifecycle of work orders with third-party FM providers, supporting bidirectional communication to ensure updates and status changes flow seamlessly between platforms. This automation reduces manual effort, improves tracking accuracy, and provides unified visibility across ServiceNow and external FM systems. Show full answer Show less ## Key Features * **Automated Work Order Creation:** Work orders are created automatically in external FM systems from ServiceNow workplace cases. * **Provider Routing Rules:** Configurable rules enable automatic assignment of workplace cases or tasks to FM providers based on service type, location, building, or custom criteria. * **Real-Time Synchronization Tracking:** Synchronization status is visible directly on workplace cases using FM Provider and FM Work Order ID fields. * **Bidirectional Commenting and Updates:** Comments added in ServiceNow or FM systems appear automatically in both systems. * **Automatic Cancellation:** Canceling a workplace case triggers cancellation of the corresponding external FM work order. * **Inbound Update Handling:** Status updates and comments from FM providers automatically update ServiceNow cases or tasks. ## Case Lifecycle and Provider Ownership When a workplace case or task is created with a Fulfillment type of Manual, the provider routing engine assigns the appropriate FM provider based on configured rules. This provider assignment is fixed at creation. Subsequently, the case or task is synchronized with the external FM system, creating a corresponding work order. The FM provider then owns the work order. Users can add comments or cancel the case/task in ServiceNow, but other edits are restricted to avoid conflicts with the FM system. ## Included and Excluded Cases and Tasks * Only workplace cases with a Fulfillment type of **Manual** are eligible for synchronization. * Certain task types are excluded from synchronization, including Automated Task, Assign Neighborhood Space, Consolidated Report, Select Space Option, and Space Request. ## Prerequisites and Requirements To use the IFM Integration Framework, the following ServiceNow plugins must be installed: * Workplace Core (snwsdcore) * Workplace Case Management (snwsdcase) * Integration Hub (com.glide.hub.integrations.professional) The Integrated Facilities Management (IFM) Integration Framework automates work order synchronization between ServiceNow workplace cases and external facilities management systems. The Integrated Facilities Management (IFM) Framework automates the creation and management of work orders with third-party facilities management providers when workplace cases are created in ServiceNow. This framework supports bidirectional communication with external FM systems. ServiceNow can create work orders, add comments, and cancel work orders in those systems, and receives status updates and comments from FM providers. This integration framework eliminates manual work order creation and tracking, automates case-to-work-order lifecycle management, and provides unified visibility across both platforms. ## Benefits of Integrated Facilities Management Framework {#integrated-facilities-management-integration-framework__section_hyy_qbc_f3c} The IFM Framework integration enables you to perform the following actions: * Create work orders automatically in external FM systems directly from ServiceNow workplace cases. * Configure provider routing rules to automatically assign workplace cases or tasks requests to appropriate FM providers based on service type, location, building, or custom criteria. * Track work order synchronization status in real-time using the FM Provider and FM Work Order ID fields on workplace cases. * Add comments to a workplace case or task, and any updates will automatically appear in the external work order. * Cancel workplace case and automatically trigger cancellation of corresponding work orders in FM provider systems. * Receive inbound updates from FM systems that automatically update ServiceNow cases or tasks. {#integrated-facilities-management-integration-framework__ul_hps_qcc_f3c} ## Case Lifecycle and Provider Ownership {#integrated-facilities-management-integration-framework__section_ety_gmn_43c} 1. When a workplace case or task is created in ServiceNow, the provider routing engine evaluates the configured routing rules to determine the appropriate FM provider. Based on the matching rule, the selected provider is stamped on the workplace case or task record. The provider routing engine is triggered only at the time of record creation, and after the provider is stamped, it cannot be changed. 2. Once the provider is stamped, the workplace case or task is automatically synchronized with the external FM provider system, where a corresponding work order is created. 3. After synchronization is complete, the FM provider becomes the primary owner of the work order. 4. Users can add comments or cancel the workplace case or task in ServiceNow. All other edit operations are restricted to prevent data conflicts with the external FM provider system. {#integrated-facilities-management-integration-framework__ol_rrg_qwp_43c} ## Included Case Types {#integrated-facilities-management-integration-framework__section_tvh_5wp_43c} Only workplace cases with a Fulfillment type of Manual are eligible for synchronization with external FM provider systems. ## Excluded Task Types {#integrated-facilities-management-integration-framework__section_e5v_wnn_43c} The following task types are excluded from synchronization: * Automated Task * Assign Neighborhood Space * Consolidated Report * Select Space Option * Space Request {#integrated-facilities-management-integration-framework__ul_kkq_ynn_43c} ## Prerequisites and Requirements {#integrated-facilities-management-integration-framework__section_kv4_1dc_f3c} The following plugins must be installed: * Workplace Core (sn_wsd_core) * Workplace Case Management (sn_wsd_case) * Integration Hub (com.glide.hub.integrations.professional) {#integrated-facilities-management-integration-framework__ul_x3t_ddc_f3c}