---
sourceDocument: Brazil Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/employee-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Setup Integrated Facilities Management Integration Framework

# Setup Integrated Facilities Management Integration Framework {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
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## Summary of Setup Integrated Facilities Management Integration Framework

The Integrated Facilities Management (IFM) Integration Framework enables ServiceNow customers to connect Workplace Cases and Tasks with external facilities management (FM) provider systems.
This integration automates the creation, synchronization, and lifecycle management of work orders across both platforms, providing end-to-end visibility and eliminating manual tracking efforts.
Show full answer Show less  

## Key Features

* **Automated Work Order Creation:** Workplace cases in ServiceNow automatically generate corresponding work orders in external FM systems.
* **Provider Routing Rules:** Configure rules based on service type, location, building, or custom criteria to route cases or tasks to the appropriate FM provider.
* **Real-Time Synchronization Tracking:** Monitor synchronization status using FM Provider and FM Work Order ID fields on workplace cases.
* **Bidirectional Communication:** Comments can be added to workplace cases or tasks in ServiceNow, with updates reflected in external work orders and vice versa.
* **Cancellation Handling:** Canceling a workplace case triggers automatic cancellation of the corresponding FM work order.
* **Inbound Updates:** Status updates and comments from FM providers are automatically received and reflected in ServiceNow cases or tasks.

## Case Lifecycle and Provider Ownership

When a workplace case or task is created, the provider routing engine applies configured routing rules to assign an FM provider. This assignment is fixed at creation and triggers synchronization with the external FM system, which then owns the work order. Users can add comments or cancel the case/task within ServiceNow, but other edits are restricted to avoid conflicts with the external system.

## Included and Excluded Case Types

* Only workplace cases with a **Fulfillment type of Manual** are eligible for synchronization.
* Certain task types such as Automated Task, Assign Neighborhood Space, Consolidated Report, Select Space Option, and Space Request are excluded from synchronization.

## Prerequisites and Requirements

To implement the IFM Integration Framework, ensure the following ServiceNow plugins are installed:

* Workplace Core (snwsdcore)
* Workplace Case Management (snwsdcase)
* Integration Hub (com.glide.hub.integrations.professional)  
Set up the Integrated Facilities Management (IFM) Integration Framework to connect Workplace Cases and Tasks in ServiceNow with external facilities management provider systems, enabling automated work order synchronization and
end‑to‑end visibility across platforms.

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 facilitates
bidirectional communication, allowing ServiceNow to create, add comments to work order, and cancel work order in external FM systems while receiving status updates and comments back 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 workplace case or task, and any updates will automatically appear in 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.
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## 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. Users can add comments or cancel the workplace case or task in ServiceNow, while all other edit operations are restricted to prevent data conflicts with the external FM provider system.
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## 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
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## 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)
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