--- sourceDocument: Australia Retail Industry sourceDocumentLink: https://www.servicenow.com/docs/r/australia/retail-industry Release : - australia ft:locale : - en-US ft:publication_title : - Australia Retail Industry ft:clusterId : - rahi bundleId : - rahi workflow : - Customer and Industry --- # Break-Fix Case Management # Break-Fix Case Management {#ariaid-title1} Release version: Australia Updated November 5, 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 Break-Fix Case Management Break-Fix Case Management facilitates store staff in reporting and resolving hardware and IT failures through a structured, collaborative workflow involving requestors, HQ support agents, and field service technicians. It supports end-to-end management of equipment failures (such as POS terminals, printers, scanners) across store locations, ensuring issues are efficiently diagnosed and resolved. Show full answer Show less ## Key Features * **Three-Stage Workflow:** * **Request Submission:** Store Manager, Associate, or Regional Manager submits cases via portal or mobile; requesting store and equipment are auto-filtered based on Install Base buyer organization. * **HQ Resolution:** Support agents diagnose and propose resolutions using troubleshooting steps, incidents, or work orders through the workspace. * **Requestor Response:** Original requestor reviews and either accepts, rejects with reasons, or self-closes the proposed resolution. * **Auto-Population and Filtering:** The requesting store is automatically filled from the user's service organization and equipment dropdowns are filtered to show only registered equipment for that store, preventing cross-store selection errors. * **State-Dependent Actions:** Actions available to users depend on case state, such as closing only allowed when case is new and accept/reject options only when resolution is proposed. * **Work Notes Integration:** Updates and comments from linked incidents or work orders are automatically reflected as work notes on the break-fix case for full traceability. * **Role-Based Permissions:** BREAKFIXAGENT role with incident creation rights for HQ agents; store roles have read-only access to linked incidents for visibility. ## Personas and Responsibilities * **Store Manager / Associate:** Submit cases and respond to resolutions via portal or mobile. * **Regional/Area Manager:** Submit cases for multiple stores and manage resolution responses. * **HQ Support Agent:** Investigate, propose, and resolve cases by creating troubleshooting instructions, incidents, or work orders. ## Case State Progression * **New:** Case is created; requestor can close the case. * **In Progress:** HQ is processing; requestor has read-only access. * **Resolution Proposed:** HQ proposes a solution; requestor may accept or reject. * **Closed:** Case is resolved and archived. ## Key Data Relationships and Resolution Methods * **Install Base Buyer Organization:** Ensures equipment selection is limited to those registered to the requesting store's organization. * **Resolution Methods:** * **Troubleshooting:** HQ provides documented steps or knowledge base articles for store staff to resolve simple issues. * **Service Incident:** HQ creates linked IT incidents for complex issues; state changes and comments sync to the break-fix case. * **Work Order:** HQ creates linked hardware work orders for physical repairs; updates are mirrored in the break-fix case. ## Practical Benefits for ServiceNow Customers This solution streamlines hardware and IT failure management by ensuring clear role responsibilities, automated data filtering to reduce errors, and transparent communication across stakeholders. ServiceNow customers can expect improved case visibility, faster resolution times, and better coordination between store staff and support agents through integrated workflows and data synchronization. Break-Fix Case Management enables store staff to report and resolve hardware and IT failures through a structured workflow involving requestors, HQ support agents, and field service technicians. ## Break-Fix Case Management overview {#breakfix-overview__what_is_breakfix} Break-Fix Case Management provides an end-to-end solution for managing equipment failures across store locations. Store staff submit cases for failed equipment (POS terminals, printers, scanners, etc.), HQ support agents diagnose and propose resolutions, and requestors accept or reject the proposed solutions. ## Three-Stage Workflow {#breakfix-overview__workflow_overview} 1. **Request Submission (Portal/Mobile):** Store Manager, Store Associate, or Regional Manager submits case. Requesting store is auto-populated. Equipment is filtered by Install Base buyer organization. 2. **HQ Resolution (Workspace):** HQ Support Agent reviews case, selects service issue type, and proposes resolution (troubleshooting, incident, or work order). 3. **Requestor Response (Portal/Mobile):** Original requestor reviews proposed resolution and accepts, rejects with reason, or self-closes. ## Key Characteristics {#breakfix-overview__key_characteristics} * **Auto-Population:** Requesting store automatically filled from user's service organization. Store-level users cannot change. * **Equipment Filtering:** Equipment dropdown filtered by Install Base buyer organization. Only equipment registered to user's store appears. * **State-Dependent Actions:** Available actions depend on case state. Close only in New state. Accept/Reject only in Resolution Proposed state. * **Work Notes Reflect Linked Record Activity:** State changes and comments from a linked incident or work order are added as work notes on the break-fix case. * **Role-Based Permissions:** BREAKFIX_AGENT (base) with sn_incident_write role for incident creation. sn_incident_read role for store associate, manager, or regional manager to view the incident. ## Personas and Responsibilities {#breakfix-overview__personas} Store Manager / Store Associate : Submit cases via portal or mobile. Accept, reject, or self-close resolutions. Regional Manager / Area Manager : Submit cases on behalf of managed stores. Accept, reject, or self-close resolutions. HQ Support Agent : Resolve cases in workspace. Propose solutions via troubleshooting, incidents, or work orders. ## Case State Progression {#breakfix-overview__case_states} * **New:** Case created. Requestor can Close. * **In Progress:** HQ processing. Requestor has no actions (read-only). * **Resolution Proposed:** HQ proposed solution. Requestor can Accept or Reject. * **Closed:** Resolved. History only. ## Critical Data Relationship {#breakfix-overview__critical_relationships} **Install Base Buyer Organization:** Equipment is filtered based on the Install Base buyer organization field. Only equipment where buyer organization matches the user's current service organization appears in the equipment dropdown. This ensures store staff can only select equipment registered to their store. ## Three Resolution Methods {#breakfix-overview__resolution_methods} Troubleshooting Steps : HQ documents instructions or KB references. For issues resolvable by store staff. Service Incident : HQ creates a linked incident for IT issues. Requires the sn_incident_write role, assigned to the Break-fix agent, to create the incident; the sn_incident_read role lets the store associate, manager, or regional manager view the incident. State changes and comments from the incident are added as work notes on the case. Work Order : HQ creates a linked work order for hardware issues. State changes and comments from the work order are added as work notes on the case. ## Related Tasks {#breakfix-overview__related_info} * [Submit Break-Fix Cases (Portal and Mobile)](https://www.servicenow.com/docs/6XXUwP79NHD5F1dGgwGdLQ "Report equipment failures using the Retail Operations portal or mobile app. Your requesting store and available equipment are automatically determined based on your user account and service organization.") * [Resolve Cases in Workspace (HQ Agents)](https://www.servicenow.com/docs/8lqsL83On8_9i5Zc2X7swA "Review assigned break-fix cases in the CSM/FSM workspace, select a service issue type, and propose resolutions using troubleshooting steps, service incidents, or work orders.") * [Respond to Resolutions (Portal and Mobile)](https://www.servicenow.com/docs/P5CZCm9IZF21QMEaCmr8Ag "Review proposed resolutions and respond by accepting, rejecting with a reason, or self-closing your case. Available only when case is in \"Resolution Proposed\" state.") * [Break-Fix Reference: States, Fields, and Data Model](https://www.servicenow.com/docs/q4kW34vdg4jG9pvqxMfcGA "Technical reference for Break-Fix case states, available actions, critical fields, tables, and data relationships.")