---
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


---

# Submit Break-Fix Cases through Portal or Mobile

# Submit Break-Fix Cases through Portal or Mobile {#ariaid-title1}

Release version: Australia  
Updated November 5, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
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.

## Before you begin

* Equipment must be registered in install base with your store as buyer organization
* Gather failure details: brief description, symptoms, business impact, troubleshooting attempted
* **Role required:** Store Manager, Store Associate, Regional Manager, or Area Manager

## About this task

Both portal and mobile app support case submission. Your requesting store is automatically populated from your service organization. Equipment is filtered based on Install Base buyer organization relationship---only equipment
registered to your store appears selectable. If an open case already exists for the same store and equipment, a duplicate warning appears before submission.

Upon submission, the case is created in the "New" state and routed to HQ support queue. In this state, only the Close action is available. Other actions (Accept/Reject) become available after HQ proposes a resolution.

## Procedure

1. Log in to the Retail Operations portal or open the Retail Operations mobile app
2. Navigate to Browse Catalog \> Break-fix
3. Review the Requesting store field---your service organization is automatically populated  
   Note:  
   Store-level users cannot change this field. Regional and Area Managers can select a different managed store.
4. In the Affected device (Install base) field, select the failed equipment from the filtered list  
   Note:  
   Only equipment registered to your store (where your organization is the buyer organization) appears. If equipment is missing, verify it exists in Install Base with your organization as buyer.
5. In the Priority field, select a priority level (default: 3 - Moderate)  
   Note:  
   Mandatory. Options: 1 - Urgent, 2 - High, 3 - Moderate, 4 - Low.
6. In the Issue title field, enter a brief summary of the equipment failure  
   Note:  
   Mandatory. Example: "POS Terminal 5 not booting"
7. In the Description field, provide detailed failure information  
   Note:  
   Mandatory. Include: symptoms, when failure started, affected business operations, any troubleshooting already attempted.
8. **Optional:** Attach supporting files using the Attachment field  
   Note:  
   Recommended for complex failures (screenshots, error logs, photos).
9. Click (portal) or tap (mobile) Submit  
   Note:  
   If an open case exists for same store/equipment, a duplicate warning appears. Click/tap Yes to proceed with new case or No to cancel and review existing case.

## Result

Case created in "New" state and routed to HQ support queue. Success screen displays case number. Track case in your requested cases list. You can Close the case while in New state. After HQ proposes resolution, you can Accept or
Reject it.

## What to do next

HQ Support Agents will triage your case. You will receive notification when they propose resolution. See [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.") for next steps.
**Related concepts**   

* [Break-Fix Case Management](https://www.servicenow.com/docs/4F9z7lyjj4P7vL1S~ZNDtw "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.")  
**Related tasks**   

* [Respond to resolutions through Portal or 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.")
* [Resolve Cases in Workspace through 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.")  
**Related reference**   

* [Components for Break-Fix](https://www.servicenow.com/docs/q4kW34vdg4jG9pvqxMfcGA "Technical reference for Break-Fix case states, available actions, critical fields, tables, and data relationships.")