Break-Fix Case Management
Summarize
Summary of Break-Fix Case Management
Break-Fix Case Management provides ServiceNow customers with a structured, end-to-end workflow to report and resolve hardware and IT failures across store locations. It facilitates collaboration among store staff, HQ support agents, and field service technicians to efficiently manage equipment failures such as POS terminals, printers, and scanners.
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Key Features
- Three-Stage Workflow:
- Request Submission: Store Managers, Associates, or Regional Managers submit cases via portal or mobile, with the requesting store auto-populated and equipment filtered by Install Base buyer organization.
- HQ Resolution: HQ Support Agents diagnose issues in workspace, select service issue types, and propose resolutions through troubleshooting, incidents, or work orders.
- Requestor Response: Requestors review proposed resolutions and can accept, reject with reason, or self-close the case.
- Auto-Population and Equipment Filtering: Ensures store staff select only equipment registered to their store based on the buyer organization.
- State-Dependent Actions: Actions vary by case state—cases can only be closed when new, and resolutions accepted or rejected when proposed.
- Work Notes Integration: State changes and comments from linked incidents or work orders automatically appear as work notes on the break-fix case for full visibility.
- Role-Based Permissions:
- BREAKFIXAGENT role: Has snincidentwrite permission to create incidents.
- Store personnel: Have snincidentread permission to view incident details.
Personas and Responsibilities
- Store Manager/Associate: Submit cases and respond to resolutions via portal or mobile.
- Regional/Area Manager: Submit cases for managed stores and review resolutions.
- HQ Support Agent: Diagnose and resolve cases within workspace, proposing solutions through troubleshooting, incidents, or work orders.
Case State Progression
- New: Case created; requestor can close the case.
- In Progress: HQ is processing; requestor has read-only access.
- Resolution Proposed: HQ has proposed a solution; requestor can accept or reject.
- Closed: Case resolution complete; case is read-only for history.
Critical Data Relationship
The equipment dropdown is filtered based on the Install Base buyer organization to ensure that store staff can only select equipment registered to their specific store, maintaining data integrity and operational relevance.
Resolution Methods
- Troubleshooting: HQ provides instructions or knowledge base references for issues resolvable by store staff.
- Service Incident: HQ creates linked incidents for IT issues, with incident updates reflected as work notes on the break-fix case.
- Work Order: Linked work orders are created for hardware issues, with state changes and comments synchronized as work notes.
Practical Use for ServiceNow Customers
This solution enables ServiceNow customers managing retail or multi-location environments to standardize and streamline hardware and IT failure management. By automating case submission, resolution proposal, and response tracking with role-based controls and real-time synchronization of related incident and work order updates, organizations can reduce downtime, improve communication between stores and HQ, and ensure efficient resolution workflows.
Break-Fix Case Management enables store staff to report and resolve hardware and IT failures through a structured workflow involving requestors, HQ support agents, and field service technicians.
Break-Fix Case Management overview
Break-Fix Case Management provides an end-to-end solution for managing equipment failures across store locations. Store staff submit cases for failed equipment (POS terminals, printers, scanners, etc.), HQ support agents diagnose and propose resolutions, and requestors accept or reject the proposed solutions.
Three-Stage Workflow
- Request Submission (Portal/Mobile): Store Manager, Store Associate, or Regional Manager submits case. Requesting store is auto-populated. Equipment is filtered by Install Base buyer organization.
- HQ Resolution (Workspace): HQ Support Agent reviews case, selects service issue type, and proposes resolution (troubleshooting, incident, or work order).
- Requestor Response (Portal/Mobile): Original requestor reviews proposed resolution and accepts, rejects with reason, or self-closes.
Key Characteristics
- Auto-Population: Requesting store automatically filled from user's service organization. Store-level users cannot change.
- Equipment Filtering: Equipment dropdown filtered by Install Base buyer organization. Only equipment registered to user's store appears.
- State-Dependent Actions: Available actions depend on case state. Close only in New state. Accept/Reject only in Resolution Proposed state.
- Work Notes Reflect Linked Record Activity: State changes and comments from a linked incident or work order are added as work notes on the break-fix case.
- Role-Based Permissions: BREAKFIX_AGENT (base) with sn_incident_write role for incident creation. sn_incident_read role for store associate, manager, or regional manager to view the incident.
Personas and Responsibilities
- Store Manager / Store Associate
- Submit cases via portal or mobile. Accept, reject, or self-close resolutions.
- Regional Manager / Area Manager
- Submit cases on behalf of managed stores. Accept, reject, or self-close resolutions.
- HQ Support Agent
- Resolve cases in workspace. Propose solutions via troubleshooting, incidents, or work orders.
Case State Progression
- New: Case created. Requestor can Close.
- In Progress: HQ processing. Requestor has no actions (read-only).
- Resolution Proposed: HQ proposed solution. Requestor can Accept or Reject.
- Closed: Resolved. History only.
Critical Data Relationship
Install Base Buyer Organization: Equipment is filtered based on the Install Base buyer organization field. Only equipment where buyer organization matches the user's current service organization appears in the equipment dropdown. This ensures store staff can only select equipment registered to their store.
Three Resolution Methods
- Troubleshooting Steps
- HQ documents instructions or KB references. For issues resolvable by store staff.
- Service Incident
- HQ creates a linked incident for IT issues. Requires the sn_incident_write role, assigned to the Break-fix agent, to create the incident; the sn_incident_read role lets the store associate, manager, or regional manager view the incident. State changes and comments from the incident are added as work notes on the case.
- Work Order
- HQ creates a linked work order for hardware issues. State changes and comments from the work order are added as work notes on the case.