---
sourceDocument: Brazil Retail Industry
sourceDocumentLink: https://www.servicenow.com/docs/r/retail-industry

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Retail Industry

ft:clusterId :

    - rahi

bundleId :

    - rahi

workflow :

    - Customer and Industry


---

# Manage Break-Fix cases

# Manage Break-Fix cases {#ariaid-title1}

Release version: Brazil  
Updated July 8, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Manage Break-Fix cases by submitting equipment failures, resolving them in the workspace, and responding to proposed resolutions.  
For more information on managing Break-Fix cases, see

* [Submit Break-Fix Cases through Portal or Mobile](https://www.servicenow.com/docs/PKlK9N2eCKI_PcY_vBI1bQ "Report equipment failures using the Retail Operations portal or mobile app. Your requesting store and available equipment are automatically determined based on your user account and service organization.")
* [Resolve Cases in Workspace through HQ Agents](https://www.servicenow.com/docs/Uy0Sg~0Z6wu9ihUd3Gwmmg "Review assigned break-fix cases in the CSM/FSM workspace, select a service issue type, and propose resolutions using troubleshooting steps, service incidents, or work orders.")
* [Respond to resolutions through Portal or Mobile](https://www.servicenow.com/docs/7kd4Z7D43zMBYFSqmDh0NQ "Review proposed resolutions and respond by accepting, rejecting with a reason, or self-closing your case. Available only when case is in \"Resolution Proposed\" state.")
.
* **[Submit Break-Fix Cases through Portal or Mobile](https://www.servicenow.com/docs/PKlK9N2eCKI_PcY_vBI1bQ)**   
  Report equipment failures using the Retail Operations portal or mobile app. Your requesting store and available equipment are automatically determined based on your user account and service organization.
* **[Resolve Cases in Workspace through HQ Agents](https://www.servicenow.com/docs/Uy0Sg~0Z6wu9ihUd3Gwmmg)**   
  Review assigned break-fix cases in the CSM/FSM workspace, select a service issue type, and propose resolutions using troubleshooting steps, service incidents, or work orders.
* **[Respond to resolutions through Portal or Mobile](https://www.servicenow.com/docs/7kd4Z7D43zMBYFSqmDh0NQ)**   
  Review proposed resolutions and respond by accepting, rejecting with a reason, or self-closing your case. Available only when case is in "Resolution Proposed" state.