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

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Work on a case

# Work on a Health and Safety case {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 min. de leitura

Work on a safety case to provide information, ensure that any outstanding tasks are completed, and resolve the employee's questions and compensation claims related to health and safety.

## Antes de Iniciar

Role required: sn_hs_cm.case_manager, sn_hs_cm.case_writer, sn_hs_cm.rtw_writer, or sn_hs_cm.claim_case_writer

## Por Que e Quando Desempenhar Esta Tarefa

When an employee or a worker submits a health and safety question or compensation claim, a safety case is created and assigned to the safety team.

## Procedimento

1. Navigate to AllHealth and SafetyHealth and Safety Workspace.
2. Select the cases icon (![Health and safety cases icon.]()).
3. In the Lists tab, under the Cases, open the case list.
   * For your assigned cases, select Assigned to me.
   * For all safety cases, select All.
   {#hs-work-health-safety-case__choices_fbl_vvw_ybc}
4. In the list, select the case to work on.  
   To work on a case that is not assigned to you yet, assign it to yourself using the Assigned to field on the safety case form.
5. On the form, fill in the fields.  
   For information about safety case form fields, see [Health and Safety case form](https://www.servicenow.com/docs/EplmaTV7n1qszIzoo33Emw "Safety case manager can use the safety case form to resolve health and safety questions that they receive from employees.").
6. If the case is set as Return to Work, assess the employee's capability to work before they return from their injury or illness.  
   Only a user with the Return to work case writer \[sn_hs_cm.rtw_writer\] role can edit fields in this section.
   1. In the Return to work details section, fill in the fields.
   2. In the Leaves tab, select New to fill in the employee's leave details.
   3. In the Injury and Illness tab, review any injuries and illnesses associated with this case.  
      The injury record is auto-populated in the Injury and Illness tab if:
      * this case is added to the RTW case record field in the injury and illness report of the associated safety incident. For more information, see [Injury and illness fields](https://www.servicenow.com/docs/8T224kklNxAbcZ0T1U~Eng "Safety managers and agents can use the Injury and illness form to log an injury or illness. A safety compliance manager can access an injury and illness report and mark it as recordable for reporting purposes. They can also use it to generate the injury and illness reports.").
      * or, this case was created from the associated injury and illness record. For more information, see [Create a return to work case from an injury or illness](https://www.servicenow.com/docs/dZDheHn_1R7TJK0a9~rUpg "If an employee is returning to work after an injury or illness, create a return to work case to assess the employee's capability to work before they return.").
      {#hs-work-health-safety-case__ul_mqh_3kh_1cc}
   {#hs-work-health-safety-case__substeps_kwx_p3n_zbc}
7. If the case is set as Compensation claim case, fill in these sections.  
   Only a user with the Claim case writer \[sn_hs_cm.claim_case_writer\] role can access these sections.
   1. In the Employee claim details section, review the claim and provide details, including a breakdown of the claim amount into different components that add up to the total claim cost.
   2. In the Closure details section, fill in the compensation outcome details, amount paid, and closure date.
   {#hs-work-health-safety-case__substeps_ed1_rxb_ddc}
8. In the Documents tab, add any documents related to the case.
   * Select Add to link an existing document stored in the Health and Safety document library list.
   * Select New to upload a new document.

   {#hs-work-health-safety-case__choices_sq5_cp4_khc}  
   For more information, see [Add a new Health and Safety related document](https://www.servicenow.com/docs/9THfXbtnNWdSOzcGLdX4dg "Add and store documents Health and Safety related documents so that they can be easily and appropriately referenced in related records.").
9. In the Actions tab, select New to add any actions for the case.  
   For field descriptions, see [Health and Safety action form](https://www.servicenow.com/docs/5wo6gLjVQIv_gK9b24M4xw "Safety agents can use the Health and Safety action form to assign an action for a safety incident or observation.").
10. Provide additional information requested in this case.  
    You can use these sections to provide the information and resolve the case:
    * Attachments section to attach any information.
    * Compose section to add information in the form of free text. You can also use this section to add links to related knowledge base articles.
    {#hs-work-health-safety-case__ul_adg_pqz_gzb}
11. **Opcional:** Research content related to the case by selecting the Agent assist icon (![agent assist icon]()).  
    Agent assist searches the knowledge base using the text from the case's Short description field and shows relevant articles.
12. **Opcional:** Generate a report for the safety case, if needed.
    1. Select Generate report.  
       Nota:  
       The Generate report button appears only when the Health and Safety case \[sn_hs_cm_case\] table is enabled for report field mapping. For more information, see [Enable a Health and Safety table for configuring report field mapping](https://www.servicenow.com/docs/BllffRjXFFfbwihHEk67xQ "Enable a Health and Safety table for report field mapping. You can then configure its mapping with your reporting PDF template, enabling safety agents to generate reports for records in this table.").
    2. In the Generate report dialog box, select a report mapping in the Select report field.  
       Only the report mapping forms created and published for the Health and Safety case \[sn_hs_cm_case\] table are available to select in the Select report field. For more information, see [Create a safety report field mapping for generating reports](https://www.servicenow.com/docs/vYAct4b59ADBKWOU_t03yw "Create a safety report field mapping to map fields in your reporting PDF template to the corresponding fields in the Health and Safety records.").
    3. Select Generate.
    {#hs-work-health-safety-case__substeps_ib4_zwj_ddc}
13. Select Close case to close the safety case after all activities are complete.

## Resultado

The safety case moves to the Closed Complete state.