---
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


---

# Components Moveworks Integration for Break-Fix and Store Audit

# Components Moveworks Integration for Break-Fix and Store Audit {#ariaid-title1}

Release version: Brazil  
Updated November 5, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read  
Technical details on data flow, integration points, API usage, and supported operations for Moveworks with Break-Fix Case Management and Store Audit Plans.

## Data Integration Model {#moveworks-breakfix-storeaudit-reference__data_integration}

**System of Record:** ServiceNow RSM remains the authoritative source for all Break-Fix and Store Audit data. Moveworks reads/writes via NOW MCP server; no data replication occurs.

**Integration Layer:** NOW MCP server provides API bridge between Moveworks and ServiceNow RSM. All Moveworks operations (case creation, status lookup, tracking) route through NOW MCP.
{#moveworks-breakfix-storeaudit-reference__table_y3c_j5b_qjc__entry__3}

| **Operation** | **Break-Fix** | **Store Audit** |
|-|-|-|
| Create Case | Moveworks → NOW MCP → RSM Break-Fix Case | Plan published via RSM UI (auto-generates cases) |
| Read Status | Moveworks ← NOW MCP ← RSM Break-Fix Case | Moveworks ← NOW MCP ← RSM Audit Case |
| Update Case | Add comment, extend date, reassign → NOW MCP → RSM | Task completion (Pass/Fail) → Mobile → RSM (via FSM) |
| Notifications | RSM status change → NOW MCP → Moveworks → Chat | Plan/Task status change → NOW MCP → Moveworks → Chat |
[ ]

{#moveworks-breakfix-storeaudit-reference__table_y3c_j5b_qjc}

## Break-Fix Case Integration with Moveworks {#moveworks-breakfix-storeaudit-reference__breakfix_integration}

**Case Creation:** Moveworks extracts store ID (from user profile), equipment type (from NLP), and severity (from conversation context). Sends to RSM via NOW MCP. Case created with category=Break-Fix, correct priority, and full
conversation context attached.

**Metadata Mapping:**

* **Store ID:** User profile → Buyer Organization (Service Organization match)
* **Equipment Type:** NLP extraction → RSM equipment category
* **Severity:** Conversation analysis → Priority (Critical/High/Medium/Low)
* **Requester:** Moveworks identity → User lookup in RSM
* **Context:** Full conversation transcript → Case description field

{#moveworks-breakfix-storeaudit-reference__ul_z3c_j5b_qjc}

**Knowledge Base Integration:** Moveworks queries RSM KB via NOW MCP for troubleshooting steps matching equipment type and issue keywords. Steps ranked by relevance and presented in chat before case escalation.

**Case States and Transitions:** Cases follow standard Break-Fix state machine (New → Acknowledged → In Progress → Resolution Proposed → Closed). Moveworks displays current state and available actions (add comment, extend due
date, reassign).

**HQ Support Integration:** Cases arrive in RSM with proper categorization and full context, reducing triage time compared to portal submissions with dropdown errors.

## Supported Operations by Workflow {#moveworks-breakfix-storeaudit-reference__supported_operations}

**Break-Fix via Moveworks:**

* Create case (natural language submission)
* View troubleshooting steps (KB search)
* View case status (single or consolidated list)
* Add comments to case
* Extend due date
* Reassign fulfiller
* Receive status change notifications
* Doesn't create incident/work order (stays in RSM workflow)
* Doesn't directly dispatch technician
{#moveworks-breakfix-storeaudit-reference__ul_ajc_j5b_qjc}

## Channels and Availability {#moveworks-breakfix-storeaudit-reference__channels_availability}

All Moveworks operations for Break-Fix and Store Audit available across:

* **Web Portal:** Full chat, case creation, status tracking
* **Microsoft Teams:** Full chat, case creation, status tracking via bot
* **Slack:** Full chat, case creation, status tracking via bot
* **Embedded Retail Portal:** Chatbot widget within Retail portal for Break-Fix and Store Audit queries

{#moveworks-breakfix-storeaudit-reference__ul_cjc_j5b_qjc}

**Mobile Access:** Teams and Slack mobile apps provide Moveworks access on mobile. Store Audit task execution still occurs on dedicated mobile app.

## Data Scope and Limitations {#moveworks-breakfix-storeaudit-reference__data_scope}

**Store Data Isolation:** Users can only see/manage cases and audits for their assigned store. Moveworks enforces store-level access control via user profile (Buyer Organization).

**Role-Based Access:** Store staff can submit Break-Fix cases and view audit progress. HQ support views all cases in queue (role-based access in RSM enforced via NOW MCP).

**Conversation History:** Moveworks conversation transcripts retained in Moveworks; full case context also stored in RSM case description and comments.

**Historical Data:** Moveworks can retrieve and display past cases and audit results from RSM up to 12 months (configurable).

## Error Handling and Fallback {#moveworks-breakfix-storeaudit-reference__error_handling}

**NOW MCP Unavailable:** If NOW MCP server is down, Moveworks informs users that case operations are temporarily unavailable and suggests using RSM portal instead.

**Metadata Extraction Failure:** If Moveworks cannot extract equipment type or severity from conversation, it prompts user to clarify (example: "What type of equipment is failing?") before case creation.

**Portal Fallback:** All Break-Fix and Store Audit operations remain available in RSM portal. Moveworks is alternative interface; users can switch to portal anytime.
**Related reference**   

* [Components for Break-Fix](https://www.servicenow.com/docs/MzDmHlCVphZX8zDQ4~NSxQ "Technical reference for Break-Fix case states, available actions, critical fields, tables, and data relationships.")
* [Components installed with Store Audit Operations](https://www.servicenow.com/docs/4_2KQ2Ql727YrCY4ZsDOmg "Reference information for roles, tables, fields, and workspace configuration artifacts for Retail Store Audit Operations.")