Components installed with Store Plans - Fulfilment in Portal

  • Release version: Australia
  • Updated July 14, 2026
  • 2 minutes to read
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    Summary of Components installed with Store Plans - Fulfilment in Portal

    Fulfilment in Portal extends the Retail In-store Operations plugin to enable fulfillment of Store Cases and Store Tasks directly from the Retail Portal. This enhancement provides an additional interface alongside Retail Mobile and Workspace for store associates and managers to view, manage, and complete store-related tasks and cases originating from store plans.

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    This functionality is supported on the Australia platform version and later, but not on Zurich or earlier releases.

    Key Features

    • Plugin Integration: Utilizes the existing Retail In-store Operations plugin without introducing new plugins. It enables portal record pages, Task and Questionnaire tabs specifically for store-related operational activities.
    • Role-Based Access:
      • Associate: Can view all Store Cases and Tasks for their store, comment, upload attachments, reassign cases/tasks, close assigned cases/tasks, and submit questionnaires only if assigned to the task.
      • Manager: Has all associate capabilities plus can close cases/tasks on behalf of associates, close cases with open tasks (with warning), and reopen closed cases.
    • Editable Fields on Portal: Certain Store Case and Store Task fields can be edited via the portal’s Edit modal, such as assignment and priority, while other fields remain read-only for clear visibility of case/task details.
    • Questionnaire Support: Embedded questionnaires reuse Smart Assessment components allowing task-related assessments to be completed within the portal.

    Store Case and Task Fields on Portal

    Store Cases and Tasks have designated fields visible and editable through the portal interface:

    • Store Case: Key fields include Case Number, Status, Description (read-only), Assigned To (editable), Priority, Due Date, and related organizational data.
    • Store Task: Includes Task Number, Status, Description (read-only), Assigned To and Assignment Group (editable until task closes), Priority, Due Date, Parent Case, and organizational details.

    Practical Benefits for ServiceNow Customers

    • Enables store personnel to efficiently manage operational cases and tasks within a single portal interface.
    • Facilitates role-appropriate task completion and case management, ensuring accountability and streamlined workflows.
    • Supports embedded assessment questionnaires to capture task-specific data seamlessly during fulfillment.
    • Maintains clarity with controlled field editing, reducing errors while providing flexibility for reassignments and updates.

    Certain roles, plugin dependencies, and fields must be considered when fulfilling Store Cases and Store Tasks from the Retail Portal.

    Plugins used by Fulfilment in Portal

    Fulfilment in Portal introduces no new plugin. It extends the existing Retail In-store Operations plugin so that Store Cases and Store Tasks generated from store plans can also be viewed and fulfilled from the Retail Portal, in addition to Retail Mobile and Workspace. The embedded questionnaire reuses the existing Smart Assessment components; see Components installed with Smart Assessments for CSM.

    Plugin Name Description Plugin Dependencies

    Retail In-store Operations

    [com.sn_rtl_in_store_ops]

    		 Reused plugin. Enables the portal record pages, the Tasks tab on a Store Case, and the Questionnaires tab on a Store Task. Portal fulfilment supports the Australia platform version and above; it is not available on Zurich or earlier.
    • com.sn_retail_core

    Roles used by Fulfilment in Portal

    Role Description Contains roles
    sn_rtl_instore_ops.associate On the portal, views all Store Cases and Store Tasks for their store. Can comment, upload attachments, and reassign a case or task via Edit. Can close a case or task only if assigned to it. Can fill in and submit a questionnaire only if assigned to the linked task.
    • sn_retail.associate_fulfiller
    • wm_location_agent
    • questionnaire_user
    sn_rtl_instore_ops.manager All associate capabilities, plus: can close a case or task on behalf of the assigned associate, can close a case with open tasks (warning, not blocked), and can reopen a closed case.
    • sn_rtl_instore_ops.associate
    • sn_retail.manager_fulfiller
    • wm_location_assignment_manager

    Store Case fields on the portal

    Table 1. Store Case record fields
    Field Editable on portal Example
    Short description Read-only Daily Store Opening - HQ Oversight
    Case number Read-only RIS0001037
    Status Read-only (badge) Open
    Description Read-only Plan-authored. Collapsed by default on the standard header.
    Assigned to Editable via Edit modal Store Manager or Associate
    Priority Read-only 3 - Moderate
    Due date Read-only 2026-08-02 00:00:00
    Parent Read-only, plain text (not hyperlinked) RHC00163
    Supporting retail org Read-only Solana San Diego
    Requesting retail org Read-only Solana California

    Store Task fields on the portal

    Table 2. Store Task record fields
    Field Editable on portal Example
    Short description Read-only Complete daily store opening questionnaire
    Task number Read-only SOTASK001
    Status Read-only (badge) Open
    Description Read-only Collapsed by default on the standard header.
    Assigned to Editable via Edit modal; stays editable after questionnaire completion, until the task closes Store Associate
    Assignment group Editable via Edit modal only; stays editable until the task closes Store Associates Group
    Priority Read-only Set by plan author
    Due date Read-only Set by plan author
    Parent case Read-only, plain text (not hyperlinked) RIS0001037
    Supporting retail org Read-only Solana San Diego
    Requesting retail org Read-only Solana California