--- 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 --- # Submit and track break-fix cases via Moveworks Chat # Submit and track break-fix cases via Moveworks Chat {#ariaid-title1} Release version: Brazil Updated January 30, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Use Moveworks as an alternative to the RSM portal to submit, troubleshoot, and track break-fix cases using natural language in chat. ## Before you begin * Access to Moveworks (web, Teams, Slack, or embedded Retail portal) * Equipment failure or issue requiring assistance * No role is required. {#moveworks-breakfix-case-operations__ul_dxy_1js_rjc} Role required: none. ## About this task Instead of logging in to the RSM portal and using dropdown menus to create break-fix cases, you can use Moveworks chat. Describe your equipment issue naturally, and Moveworks automatically extracts store ID, equipment type, and severity. You can check troubleshooting steps before escalating. Moveworks creates the RSM case with proper categorization, and you can track status or add comments in chat instead of navigating the portal. ## Procedure 1. Open Moveworks and describe your equipment issue. For example: "My POS terminal won't start" or "The printer in checkout is stuck." Moveworks understands natural language. 2. Answer Moveworks's clarifying questions, if any. Note: Moveworks may ask about store location, how long the issue has lasted, or whether equipment is currently in use to better understand context. 3. Review auto-extracted case details (store ID, equipment type, and severity). Note: Correct any details if needed. For example: "Change severity to Critical" or "This is Store 45, not Store 44." 4. Select whether to view troubleshooting steps from the RSM knowledge base. Select Yes to see troubleshooting steps, or No to skip and create the case immediately. If you choose troubleshooting: * Follow 3--5 steps provided by Moveworks. * If resolved: Tell Moveworks "It's fixed" (no case created). * If not resolved: Tell Moveworks "Create the case" (case created with troubleshooting history documented). {#moveworks-breakfix-case-operations__ul_gxy_1js_rjc} 5. Confirm case creation or skip if resolved. Note: If you proceed to escalation, Moveworks creates the RSM case and provides the case number in chat. 6. Track your case status anytime. Ask Moveworks any of the following: * "What's the status of case CS0123456?" * "Show me my open break-fix cases" * "Add a comment: The issue started after the update" * "Can you extend the due date?" {#moveworks-breakfix-case-operations__ul_hxy_1js_rjc} 7. Review proactive notifications in Moveworks. Note: Moveworks automatically notifies you when the case is acknowledged, a technician is assigned, or the case is resolved. You do not need to log in to the portal to check status. {#moveworks-breakfix-case-operations__steps_fxy_1js_rjc} ## Result Break-fix case created in RSM with proper categorization and full context from your Moveworks conversation. The case is immediately available for HQ support triage. From chat, you can do the following: * Receive the case number in chat. * Check status anytime via chat. * Add comments or take actions without portal login. * Receive automatic notifications when status changes. {#moveworks-breakfix-case-operations__ul_jxy_1js_rjc} HQ support receives a properly categorized case with complete context, enabling faster triage and dispatch than portal-submitted cases. ## What to do next The case is now in RSM for HQ support to manage. If you want to check case status, add comments, or extend due dates, ask Moveworks in chat. For a comparison with the traditional portal-based break-fix submission, see [Submit break-fix cases (portal and 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."). **Related concepts** * [ServiceNow Otto for Break-Fix and Store Audit overview](https://www.servicenow.com/docs/kYJQbpXDC~6wkDIcYQbrvQ "The ServiceNow Otto conversational interface connects to Break-Fix Case Management and Store Audit Plans workflows. Store staff can submit, troubleshoot, and track cases without accessing the RSM portal.") * [Break-Fix Case Management](https://www.servicenow.com/docs/1qoRKPWRfohvBEtXwiY5xQ "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.") **Related tasks** * [Track Store Audit Progress Using Moveworks Chat](https://www.servicenow.com/docs/9lslaEtU7~fYXYob7Mcm9Q "After Store Audit plans are published and audit cases are created in RSM, auditors can ask Moveworks about plan progress, task completion status, and Pass/Fail results without accessing the RSM portal.") * [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.") **Related reference** * [Components Moveworks Integration for Break-Fix and Store Audit](https://www.servicenow.com/docs/wtK0SoDqZ7k_UaXrQkeUPg "Technical details on data flow, integration points, API usage, and supported operations for Moveworks with Break-Fix Case Management and Store Audit Plans.")