---
sourceDocument: Xanadu Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/xanadu/employee-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Case management

# Case management {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

As a workplace case manager, manage all your workplace cases from a single place using the Case management workspace in the Workplace Central workspace.

The Case management workspace helps you to handle thousands of workplace cases requested in the organization daily. Instead of using the Workplace Case Management application to monitor the cases, the workspace provides you a simple and efficient display of the same cases under various categories to help you handle them easily. Instead of verifying
thousands of cases and reading the data specified in detail, the workspace analyzes them and presents the data accordingly. The case details are displayed in a manner where you can find the most the important information easily with a
few selects and perform quick actions.  
Important:  
You need the case manager \[sn_wsd_case.manager\] role to access the Case management module.

To know the key features of the Case management workspace and more, refer to [Case Management - Key features, Actions \& Case details](https://www.servicenow.com/docs/FnnQg6tU5yTpYn6B3XlJ9A "The Workplace Central Case management workspace is an all-in-one workspace using which a case manager can manage hundreds of workplace cases created in the organization.").

You can analyze the incoming cases with the help of charts. Check the statuses of the cases and view them in detail. The workspace displays the cases that breached SLAs. The workspace displays cases such as normal workplace cases,
maintenance cases, and move cases.

As a Case manager, the workspace enables you to perform the following actions:

* Monitor the number of active cases, critical cases, cases that have breached SLA, unassigned cases, and cases that are awaiting approval.
* View the graph of opened and closed cases on weekly bases.
* View the monthly volume of cases based on the workplace services.
* View the list of active cases in detail.
* Create a workplace service request directly instead of using the Workplace Service Portal..
* Assign a case to another agent within your assignment group.
* View case details such as the details of the employee who has requested the case, the location of the workplace on the floor map.
* Add notes or comments to the case.
* View attachments with the case, add checklist items, view knowledge base articles associated with the case, view templates and more.
{#case-management-workspace__ul_pqh_rlg_v1c}

As an admin or a case admin, you can cancel a case if it's no longer required. Similarly, as a move admin, you can cancel a move case and as a maintenance admin you can cancel a maintenance case.
**Related concepts**   

* [Lists module](https://www.servicenow.com/docs/F96plwG~MIpYjFnZJq3y5A "The Lists module is a common dashboard that contains lists for the application tables and custom lists.")
* [Workplace Analytics](https://www.servicenow.com/docs/IDQJk7SvtssX_7YWxDS4Pg "The ServiceNow Workplace Analytics dashboard displays key metrics that enable you to optimize the use of workplace resources and maximize your return on investment.")
* [Space Optimization](https://www.servicenow.com/docs/be1Z9Py5pW_JUJH8olYP0Q "As a space planner, you can use the Workplace Central to monitor all your scenarios and workplace-related information from a single page called Space Optimization.")
* [Scenario Planning](https://www.servicenow.com/docs/YtXZnlCctUE9qi2sjU3J0Q "Manage space allocations in your workplace in the most efficient way using the Space optimization scenario planning feature. Adjust your existing space allocations, floor arrangements, and employee seating plan by creating a scenario and deploying it.")
* [Schedule Planning](https://www.servicenow.com/docs/NWy6Y4HYhoZN_Q1ZU~ZxEw "Manage space assignments to help employees head back to the office.")
* [Space assistance](https://www.servicenow.com/docs/PZ~K9KzZrk3ETA7KBoq3hQ "As a space planner, assist your organization with space planning and their deployment. Work on space requests raised within the organization and implement the changes using the Space Optimization workspace.")
* [Event Planner](https://www.servicenow.com/docs/Mt_3jhnteqw5iHln2NAwYQ "Manage reservations requested in your organization in a simple event planner. As a Reservation planner, check the current day's planned reservations and view the reservation details. The schedule view also enables you to reschedule a reservation to another date and time by easily dragging and dropping it to another time.")
* [Move Management](https://www.servicenow.com/docs/b8E5wJh7cyuuNhwp7HyTRw "Monitor multiple workplace moves at a time seamlessly using the Move Management workspace in the Workplace Central. Create move projects to track the progress of move requests.")
* [Kiosk Indoor Mapping](https://www.servicenow.com/docs/njpSpuZeHFBLTm~OhALbwg "Enhance visitor and employee experiences by providing indoor maps in kiosks across your workplace.")