--- sourceDocument: Australia Employee Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/employee-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Add Fulfillment instructions # Add Fulfillment instructions {#ariaid-title1} * Release version: Australia * * Updated March 23, 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read Provide instructions to workplace agents on how to fulfill a workplace case. Add instructions for new workplace agents and for complicated workplace cases. ## Before you begin Role required: sn_wsd_case.admin or sn_wsd_case.manager ## About this task Add instructions for fulfilling a workplace case. ## Procedure 1. Navigate to AllWorkplace Case ManagementWorkplace Case Management - SetupFulfillment instructions. 2. Select New. 3. On the form, fill in the fields. {#add-fulfillment-instructions__table_cpt_z4g_knb__entry__2} | Field | Description | |-|-| | Name | Name for the fulfillment instruction. | | Table | Table containing workplace cases. The field is automatically set to the Workplace Case table. | | Condition | Conditions that a workplace case should satisfy before you implement the fulfillment instruction. The instruction appears in the workplace case records which match this condition. * To add a condition, select Add Filter Condition. * To add an "OR" condition, select Add "OR" Clause. {#add-fulfillment-instructions__ul_icf_ll4_qmb} | | Active | Option to activate the fulfillment instruction. | | Order | The order in which the instruction is followed when there are multiple fulfillment instructions for a workplace case record. | | Instruction | Fulfillment instructions to follow. Use the formatting options to change the style of the content. | | Knowledge articles | Knowledge article to support the instructions. Select the unlock knowledge articles icon (![Unlock Knowledge articles icon.]()) to add an article. Select the lookup icon (![Lookup icon.]()) to search for an article. | [Table 1. Fulfillment Instruction form] {#add-fulfillment-instructions__table_cpt_z4g_knb} 4. Select Submit. ## Result The fulfillment instruction is added. The instruction is displayed in the workplace case records that match the specified conditions. **Related concepts** * [Smart Assessment for Workplace Case and Task](https://www.servicenow.com/docs/sGDaLBXlQ~c~azgItEDiEQ "Smart Assessment enables workplace case managers to create structured assessment templates with customizable questions and sections. These assessments can be automatically triggered based on specific conditions, such as state changes in workplace cases and tasks. Workplace agents complete these assessments as part of their workflow, ensuring standardized data collection and quality control.") * [Automating seat assignment for new hires](https://www.servicenow.com/docs/ougEzXBlyr7mRPNVaFnVsA "Use HR Service Delivery and Workplace Service Delivery to automatically assign a seat for the new hires in your organization.") * [Configuring a record producer for request edit](https://www.servicenow.com/docs/WQeXBZZQHNc1Lqn0FA5j9w "Configure a record producer for editable workplace service requests.") * [Configuring a record producer for reservation](https://www.servicenow.com/docs/Uwt5IckMOWOvOmvKuB51Ow "Configure a record producer to integrate it with Workplace Reservation Management.") **Related tasks** * [Install Workplace Case Management](https://www.servicenow.com/docs/mvq5uMItrLBFv6E0UGDWYQ "Install the Workplace Case Management application from ServiceNow Store applications. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.") * [Create a Workplace case template](https://www.servicenow.com/docs/kxSeRdhkCIPw3qRVkI9s7Q "Create a Workplace case template for use when creating workplace services.") * [Create a Workplace task template](https://www.servicenow.com/docs/irnQXyjaRBog1RLzml5Mkg "A Task template simplifies the process of creating tasks in Workplace Case Management by populating fields automatically.") * [Configure Approval options](https://www.servicenow.com/docs/mUq357p34Ck2WaLHvr~vlw "Add approvers to approve cases created through Workplace services.") * [Configure a Record producer](https://www.servicenow.com/docs/afa4SEOfu7d9F9E_G53Big "Make a Workplace service available to employees as a self-service option. Configure a record producer to display the service as a catalog item in the Workplace Services catalog.") * [Create an SLA Definition](https://www.servicenow.com/docs/E7Nz~kM~fzmfcETGbEjWXQ "Configure SLAs to ensure that cases are resolved according to the expectations of customers. SLAs set up performance parameters, such as specifying minimum uptime or the amount of time that a task needs in order to reach a certain condition.
") * [Create a Workplace service](https://www.servicenow.com/docs/V32qBbYBlZHnhImIjiAM_w "Create a workplace service with predefined steps of fulfillment. Select the fulfillment type required based on the workplace service. Create workplace services like catering, office supply request, parking, or any service to support employees needs.") * [Add a workplace service item to a workplace service](https://www.servicenow.com/docs/yhh73WhQ_4t3ChiYXIJdew "Configure a workplace item that an employee can order along with a workplace service request or as part of the reservation. For example, while making a reservation, an employee can order a workplace service item such as catering, an additional chair, whiteboard, marker, and more.") * [Create a workplace template configuration](https://www.servicenow.com/docs/O1naCmH7vauwd_j6~fVEOw "Define a template that must be applied to fulfill a workplace case. Set conditions based on common employee responses for requests. The template will be applied to those workplace cases that match the conditions specified.") * [Create a workplace field mapping](https://www.servicenow.com/docs/TirUu_ON7UqTPjjuv2iQwQ "Create a field mapping record to copy the field information of a parent case to the child workplace service activities or to workplace item-related tasks. Skip the process of re-entering the same details of a parent case to a child case by using field mapping records.") * [Configure an escalation rule](https://www.servicenow.com/docs/vAZqZ~RQsK9tUsbwmoSg~w "Escalate a workplace case to the relevant assignment group by using an escalation rule.") * [Group similar workplace cases under a parent case](https://www.servicenow.com/docs/cHR9_XOaV9JEx7uC1oIHNQ "Categorize cases that have similar issues and that require the same resolution under a single parent case. Reduce the time spent on resolving multiple workplace cases.") *[\>]: and then