---
sourceDocument: Brazil Healthcare and Life Sciences
sourceDocumentLink: https://www.servicenow.com/docs/r/healthcare-life-sciences

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Healthcare and Life Sciences

ft:clusterId :

    - hcls

bundleId :

    - hcls

workflow :

    - Customer and Industry


---

# Fulfill support requests

# Fulfilling service requests in Care Team Operations for Facilities {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Healthcare Facilities cases can be fulfilled one of two ways, depending on what plugin you have installed.
For Care Team Operations for Facilities to create work orders from Healthcare Facilities cases, the Field Service Management \[com.snc.work_management\] plugin must be installed.

This plugin provides all roles and features needed for the healthcare facilities case to synchronize to work orders.

For information on fulfilling work orders, see [Manage work orders](https://www.servicenow.com/docs/access?context=c_ManageWorkOrders&version=brazil&pubname=brazil-field-service-management&ft:locale=en-US).

**If the Field Service Management \[com.snc.work_management\] plugin isn't installed:**

Work orders aren't created from healthcare facilities cases. Instead, agents work on fulfilling those cases directly from Workspace.

Cases created are assigned to assignment groups based on the requesting location associations and are configured normally.

For information on fulfilling cases, see [Manage cases](https://www.servicenow.com/docs/access?context=manage-cases&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US) in Customer Service Management.  
Note:  
Some cases are created by the ServiceNow Otto case creation AI agent instead of being submitted through a form. Fulfill these cases the same way. When a case comes from a chat conversation, an interaction record of the conversation is also created.