Workplace Service form

  • Release version: Washingtondc
  • Updated March 27, 2025
  • 2 minutes to read
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    Summary of Workplace Service Form

    The Workplace Service form is a critical tool within the Employee Service Management framework, enabling users to configure various aspects of workplace services, including case details, fulfillment types, and templates. This form is essential for creating and managing workplace service activities efficiently.

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    Key Features

    • Service Name: Designate a name for the workplace service.
    • Case Table: Specify the associated case table for the service.
    • Fulfillment Type: Choose from options:
      • Manual: Requires human intervention for fulfillment.
      • Service Activity: Triggers activities for fulfillment.
      • Flow: Utilizes an existing subflow for fulfilling requests.
    • Automatically Close Case: Automatically closes cases when service activities are completed.
    • Default Template: Select a case template for the service.
    • Reinitiate Activities on Updates: Option to recreate child tasks when service items are modified.
    • Application: Define the application the service is associated with.
    • Active: Activate or deactivate the workplace service.
    • Available For: Specify user access options (Case, Reservation, or both).
    • Allow Request Modifications For: Determine modification permissions for users.
    • Record Producers: Select record producers for user requests.
    • Short Description Mapping: Link record producer fields for short descriptions.
    • Allow Only Single Service Item Selection: Restrict users to one selection per category.
    • Description: Provide a detailed description of the workplace service.

    Key Outcomes

    Utilizing the Workplace Service form allows ServiceNow customers to streamline the management of workplace services, ensuring efficient fulfillment processes and better service delivery. By customizing the form with various options, organizations can enhance user experience and operational effectiveness.

    Use the Workplace Service form to specify details such as the case table, default template, and record producers.

    Table 1. Workplace service form
    Field Description
    Service name Enter a name for the Workplace service.
    Case table Table that is used for the workplace service.
    Fulfillment type Fulfillment type for the workplace service. You can select one of the following values:
    • Manual: Select this option for manual fulfillment. This option enables you to fulfill the request with a human response.
    • Service activity: Select this option to trigger activities to fulfill the workplace service. Save the form to create or update workplace service activities. For more information, see Create a Workplace service activity
    • Flow: Select this option to use an existing subflow from the application for fulfillment. For more information about Flows, see Create a subflow.
      Note:
      If you are creating a custom subflow, ensure that the input fields are set to following:
      • Label: Workplace Case
      • Name: workplace_case
      • Type: Reference.Workplace Case
    Automatically close case Option to close the case automatically if the service activities are closed.

    This field appears if you select the Fulfillment type as Service Activity.
    Flow Flow that is used for the workplace service.

    This field appears if you select the Fulfillment type as Flow.
    Default template Case template for the workplace service. For more information on templates, refer to Case and Task Templates.
    Reinitiate activities on updates Option to close all child tasks and create them again when a user modifies the workplace service items of a case.

    If this option is not selected, the requested item record is updated and only the child tasks that have changes are cancelled and created again. Child tasks that are already closed are not created again.

    If a user modifies the location, date, time, or any other request data, all the child tasks are re-initiated, even if this field is not selected.
    Application Application that the workplace service is created for.
    Active Option to activate the workplace service.
    Available for Option to specify where the workplace service is available.
    • Case: Select this option to make the workplace service available only to Workplace Case Management users.
    • Reservation: Select this option to make the workplace service available for employees while making a reservation.
    • Case and Reservation: Select this option to make the workplace service available to both Workplace Case Management users and to employees making a reservation.
    Note:
    The Reservation and Case and Reservation options appear only if the Workplace Reservation Management application is installed.
    Allow request modifications for Option to specify where users can modify the workplace service requests.

    You can select the Case, Reservation, or both options based on your requirement.

    This field is only available for the sn_wsd_case.admin role.
    Record producers Record producer through which users can request the workplace service. You can select one or more record producers for a workplace service. The record producer must be created in the Workplace Case Management application.
    Short description mapping Record producer field that is used for the short description of the workplace service.

    This field appears after a record producer is selected for the workplace service.
    Allow only single service item selection Option to restrict users to select only one option within a category from a list of choices.
    Note:
    This field appears only if Workplace Reservation Management application is installed.
    Description Description about the workplace service that explains the purpose of the workplace service. You can add HTML text or regular text as the description.