---
availability: INSTALLABLE
name: Get Break-Fix Case Details
description: Lets retail store employees instantly check the status of a break-fix case from the Moveworks AI Assistant.
installation_asset_uuid: 339ac7c6-c012-49b9-a045-673937dfec4a
purple_chat_link: https://marketplace.moveworks.com/purple-chat?conversation=%7B%22messages%22%3A%5B%7B%22role%22%3A%22user%22%2C%22parts%22%3A%5B%7B%22richText%22%3A%22Show+me+details+for+break-fix+case+I+raised+last+week%22%7D%5D%7D%2C%7B%22role%22%3A%22assistant%22%2C%22parts%22%3A%5B%7B%22reasoningSteps%22%3A%5B%7B%22status%22%3A%22success%22%2C%22richText%22%3A%22Searching+for+break-fix+cases+created+by+you+in+%3Cb%3EServiceNow%3C%2Fb%3E+within+the+last+7+days...%22%2C%22connectorName%22%3A%22servicenow%22%7D%5D%7D%2C%7B%22richText%22%3A%22%3Cp%3EI+found+3+break-fix+cases+raised+by+you+last+week%3A%3C%2Fp%3E%3Col%3E%3Cli%3E%3Cstrong%3ERBF0001234%3C%2Fstrong%3E%3A+Front+desk+water+cooler+down%3C%2Fli%3E%3Cli%3E%3Cstrong%3ERBF0001045%3C%2Fstrong%3E%3A+Zebra+Scanner+-+Red+Light+Flashing%3C%2Fli%3E%3Cli%3E%3Cstrong%3ERBF0001048%3C%2Fstrong%3E%3A+Meat+refrigerator+is+not+cooling%3C%2Fli%3E%3C%2Fol%3E%3Cp%3EWhich+one+of+these+cases+would+you+like+to+see+details+of%3F%3C%2Fp%3E%22%7D%5D%7D%2C%7B%22role%22%3A%22user%22%2C%22parts%22%3A%5B%7B%22richText%22%3A%22Show+details+of+1%22%7D%5D%7D%2C%7B%22role%22%3A%22assistant%22%2C%22parts%22%3A%5B%7B%22reasoningSteps%22%3A%5B%7B%22status%22%3A%22success%22%2C%22richText%22%3A%22Retrieving+full+record+details+for+case+%3Cb%3ERBF0001234%3C%2Fb%3E+from+%3Cb%3EServiceNow%3C%2Fb%3E...%22%2C%22connectorName%22%3A%22servicenow%22%7D%5D%7D%2C%7B%22richText%22%3A%22%3Cp%3ELooking+up+your+break-fix+case+%3Cstrong%3ERBF0001234%3C%2Fstrong%3E+%28%E2%80%9CFront+desk+water+cooler+down%E2%80%9D%29+from+last+week.%3C%2Fp%3E%3Cul%3E%3Cli%3E%3Cstrong%3EIssue%3A%3C%2Fstrong%3E+Front+desk+water+cooler+down%3C%2Fli%3E%3Cli%3E%3Cstrong%3EStore%3A%3C%2Fstrong%3E+MiamiMart%3C%2Fli%3E%3Cli%3E%3Cstrong%3EStatus%3A%3C%2Fstrong%3E+Open%3C%2Fli%3E%3Cli%3E%3Cstrong%3EPriority%3A%3C%2Fstrong%3E+3+-+Moderate%3C%2Fli%3E%3Cli%3E%3Cstrong%3EOpened+by%3A%3C%2Fstrong%3E+Andrew+Jenkins%3C%2Fli%3E%3Cli%3E%3Cstrong%3EAssigned+to%3A%3C%2Fstrong%3E+Ben+Thomas%3C%2Fli%3E%3C%2Ful%3E%3Cp%3E%3Ca+href%3D%5C%22https%3A%2F%2Fservicenow.com%2Frbf%2F0001234%5C%22%3E%3Cstrong%3EView+case+in+ServiceNow%3C%2Fstrong%3E%3C%2Fa%3E%3C%2Fp%3E%22%7D%2C%7B%22citations%22%3A%5B%7B%22connectorName%22%3A%22servicenow%22%2C%22citationTitle%22%3A%22RBF0001234%3A+Front+desk+water+cooler+down%22%7D%5D%7D%5D%7D%2C%7B%22role%22%3A%22user%22%2C%22parts%22%3A%5B%7B%22richText%22%3A%22Any+update+on+RBF0009999%3F%22%7D%5D%7D%2C%7B%22role%22%3A%22assistant%22%2C%22parts%22%3A%5B%7B%22reasoningSteps%22%3A%5B%7B%22status%22%3A%22success%22%2C%22richText%22%3A%22Checking+for+updates+on+case+%3Cb%3ERBF0009999%3C%2Fb%3E+in+%3Cb%3EServiceNow%3C%2Fb%3E...%22%2C%22connectorName%22%3A%22servicenow%22%7D%5D%7D%2C%7B%22richText%22%3A%22%3Cp%3ENo+break-fix+case+was+found+with+number+%3Cstrong%3ERBF0009999%3C%2Fstrong%3E.+Please+check+the+case+number+and+try+again%2C+or+browse+your+recent+tickets+in+the+%3Ca+href%3D%5C%22https%3A%2F%2Fservicenow.com%2Fportal%5C%22%3E%3Cstrong%3EServiceNow+Portal%3C%2Fstrong%3E%3C%2Fa%3E.%3C%2Fp%3E%22%7D%5D%7D%5D%7D
solution_tags:
- Support
- Facilities
- Retail Operations
- Retail Store Services
- RSM
- Store Operations
systems:
- servicenow
---
# Introduction
Retail store employees can check on a break-fix case the moment they think of it, right from the Moveworks AI Assistant — no need to open the ServiceNow RSM portal, remember a case number, or wait on hold with the help desk. They can ask by case number or just describe the issue in their own words and get the full picture instantly: status, priority, who it's assigned to, and what's been done so far.
For store teams, that means less time chasing updates, fewer "any news on my ticket?" calls to the help desk, and more confidence that a reported issue is actually being handled.
# User Experience Preview
Please refer to the following [**Purple Chat**](https://marketplace.moveworks.com/purple-chat?conversation=%7B%22messages%22%3A%5B%7B%22role%22%3A%22user%22%2C%22parts%22%3A%5B%7B%22richText%22%3A%22Show+me+details+for+break-fix+case+I+raised+last+week%22%7D%5D%7D%2C%7B%22role%22%3A%22assistant%22%2C%22parts%22%3A%5B%7B%22reasoningSteps%22%3A%5B%7B%22status%22%3A%22success%22%2C%22richText%22%3A%22Searching+for+break-fix+cases+created+by+you+in+%3Cb%3EServiceNow%3C%2Fb%3E+within+the+last+7+days...%22%2C%22connectorName%22%3A%22servicenow%22%7D%5D%7D%2C%7B%22richText%22%3A%22%3Cp%3EI+found+3+break-fix+cases+raised+by+you+last+week%3A%3C%2Fp%3E%3Col%3E%3Cli%3E%3Cstrong%3ERBF0001234%3C%2Fstrong%3E%3A+Front+desk+water+cooler+down%3C%2Fli%3E%3Cli%3E%3Cstrong%3ERBF0001045%3C%2Fstrong%3E%3A+Zebra+Scanner+-+Red+Light+Flashing%3C%2Fli%3E%3Cli%3E%3Cstrong%3ERBF0001048%3C%2Fstrong%3E%3A+Meat+refrigerator+is+not+cooling%3C%2Fli%3E%3C%2Fol%3E%3Cp%3EWhich+one+of+these+cases+would+you+like+to+see+details+of%3F%3C%2Fp%3E%22%7D%5D%7D%2C%7B%22role%22%3A%22user%22%2C%22parts%22%3A%5B%7B%22richText%22%3A%22Show+details+of+1%22%7D%5D%7D%2C%7B%22role%22%3A%22assistant%22%2C%22parts%22%3A%5B%7B%22reasoningSteps%22%3A%5B%7B%22status%22%3A%22success%22%2C%22richText%22%3A%22Retrieving+full+record+details+for+case+%3Cb%3ERBF0001234%3C%2Fb%3E+from+%3Cb%3EServiceNow%3C%2Fb%3E...%22%2C%22connectorName%22%3A%22servicenow%22%7D%5D%7D%2C%7B%22richText%22%3A%22%3Cp%3ELooking+up+your+break-fix+case+%3Cstrong%3ERBF0001234%3C%2Fstrong%3E+%28%E2%80%9CFront+desk+water+cooler+down%E2%80%9D%29+from+last+week.%3C%2Fp%3E%3Cul%3E%3Cli%3E%3Cstrong%3EIssue%3A%3C%2Fstrong%3E+Front+desk+water+cooler+down%3C%2Fli%3E%3Cli%3E%3Cstrong%3EStore%3A%3C%2Fstrong%3E+MiamiMart%3C%2Fli%3E%3Cli%3E%3Cstrong%3EStatus%3A%3C%2Fstrong%3E+Open%3C%2Fli%3E%3Cli%3E%3Cstrong%3EPriority%3A%3C%2Fstrong%3E+3+-+Moderate%3C%2Fli%3E%3Cli%3E%3Cstrong%3EOpened+by%3A%3C%2Fstrong%3E+Andrew+Jenkins%3C%2Fli%3E%3Cli%3E%3Cstrong%3EAssigned+to%3A%3C%2Fstrong%3E+Ben+Thomas%3C%2Fli%3E%3C%2Ful%3E%3Cp%3E%3Ca+href%3D%5C%22https%3A%2F%2Fservicenow.com%2Frbf%2F0001234%5C%22%3E%3Cstrong%3EView+case+in+ServiceNow%3C%2Fstrong%3E%3C%2Fa%3E%3C%2Fp%3E%22%7D%2C%7B%22citations%22%3A%5B%7B%22connectorName%22%3A%22servicenow%22%2C%22citationTitle%22%3A%22RBF0001234%3A+Front+desk+water+cooler+down%22%7D%5D%7D%5D%7D%2C%7B%22role%22%3A%22user%22%2C%22parts%22%3A%5B%7B%22richText%22%3A%22Any+update+on+RBF0009999%3F%22%7D%5D%7D%2C%7B%22role%22%3A%22assistant%22%2C%22parts%22%3A%5B%7B%22reasoningSteps%22%3A%5B%7B%22status%22%3A%22success%22%2C%22richText%22%3A%22Checking+for+updates+on+case+%3Cb%3ERBF0009999%3C%2Fb%3E+in+%3Cb%3EServiceNow%3C%2Fb%3E...%22%2C%22connectorName%22%3A%22servicenow%22%7D%5D%7D%2C%7B%22richText%22%3A%22%3Cp%3ENo+break-fix+case+was+found+with+number+%3Cstrong%3ERBF0009999%3C%2Fstrong%3E.+Please+check+the+case+number+and+try+again%2C+or+browse+your+recent+tickets+in+the+%3Ca+href%3D%5C%22https%3A%2F%2Fservicenow.com%2Fportal%5C%22%3E%3Cstrong%3EServiceNow+Portal%3C%2Fstrong%3E%3C%2Fa%3E.%3C%2Fp%3E%22%7D%5D%7D%5D%7D) for a sample conversational experience between a user and the AI Assistant for this plugin.
# Pre-requisites
Before installing and using the **Get Break-Fix Case Details** plugin, please ensure the following requirements are met:
## **1. ServiceNow Retail Store Services Application**
This plugin reads from the **Retail Store Services** break-fix case table (`sn_rtl_stre_servcs_bf_case`). The **Retail Store Services** application must be installed and active on your ServiceNow instance before installing this plugin.
Install it from the ServiceNow Store: [**Retail Store Services**](https://store.servicenow.com/store/app/f84516ce1b87e210c43e65b2604bcb7a)
## **2. ServiceNow Connector**
This plugin requires an active **ServiceNow connector** configured with **OAuth 2.0 using the Authorization Code grant (user-based / User Consent auth)**. The single GET lookup runs under the **authenticated user's own ServiceNow identity**; the user's existing ServiceNow ACLs determine what they can read.
If you have not already configured the connector, please follow the [**OAuth 2.0 Authorization Code guide**](https://marketplace.moveworks.com/connectors/servicenow#oauth-2-0-authorization-code). The connector must be fully set up before installing this plugin.
Once configured, follow our [**plugin installation documentation**](https://help.moveworks.com/docs/ai-agent-marketplace-installation) for detailed steps on how to install and activate the plugin in **Agent Studio**.
# **How This Plugin Works**
The user can look up a case by its exact case number, or by describing the issue in their own words (e.g. *"the frozen scanner case"*) — the plugin matches the description against the user's own open cases and asks them to pick if more than one matches. An exact case number has no such restriction; it works for any case the user's own ServiceNow permissions allow them to read. Because this is a read-only lookup, no confirmation step is needed, and any missing details on the case (assignee, device, store, etc.) are shown as a friendly placeholder like "Unassigned" rather than left blank.
# **Implementation Details**
## API Details
The plugin makes at most **two** API calls per invocation, under the authenticated user's own identity. Replace `YOUR_INSTANCE` with your instance hostname and `ACCESS_TOKEN` with the OAuth access token issued for the user.
### **API #1: Resolve Case by Description (when case_number is not given)**
Returns the requester's own non-Closed cases so the resolver can match against the user's description and, when ambiguous, build the pick-list.
```bash
curl --location 'https://YOUR_INSTANCE/api/now/table/sn_rtl_stre_servcs_bf_case?sysparm_query=opened_by.email=<USER_EMAIL>^stateIN1,6,10,18&sysparm_display_value=true' \
--header 'Authorization: Bearer ACCESS_TOKEN' \
--header 'Accept: application/json'
```
**Parameters:**
- `USER_EMAIL` *(string):* The requesting user's email. Scope is the requester's **own** cases only.
- State filter (`1,6,10,18` = New, Resolved, Open, Awaiting Info) excludes Closed cases from candidates.
### **API #2: Get Break-Fix Case by Number**
Retrieves the single case matching the provided case number. `sysparm_display_value=true` returns `state` and `priority` already decoded, so no additional lookups are needed.
```bash
curl --location 'https://YOUR_INSTANCE/api/now/table/sn_rtl_stre_servcs_bf_case?sysparm_query=number=<CASE_NUMBER>&sysparm_display_value=true&sysparm_limit=1' \
--header 'Authorization: Bearer ACCESS_TOKEN' \
--header 'Accept: application/json'
```
**Parameters:**
- `CASE_NUMBER` *(string):* The RBF case number provided by the user (e.g. `RBF0001045`).
**Fields returned and rendered on the card:** `number`, `short_description`, `description`, `state`, `priority`, `requesting_service_organization`, `install_base`, `opened_by`, `opened_at`, `assigned_to`, `assignment_group`, `sys_updated_on`, `sys_id`.
**Deep link:** `result.url` is derived from the API response host (`opened_by.link`) as `{host}/rsp?id=csm_ticket&table=sn_rtl_stre_servcs_bf_case&sys_id=<sys_id>`, so the plugin works on any ServiceNow instance without source modification. The `sys_id` is not shown in the card text — only in the "Open in ServiceNow" link target.
### API References
For detailed information on request parameters, response formats, and error handling, refer to the official [**ServiceNow Table API**](https://docs.servicenow.com/bundle/latest-application-development/page/integrate/inbound-rest/concept/c_TableAPI.html) documentation.
# **What Is In Scope for This Plugin?**
- Looking up a single retail break-fix case by case number, or by describing the issue when the number is unknown.
- Prompting with a pick-list when a description matches more than one of the requester's own cases.
- Showing friendly labels (e.g. "Unassigned") when a case has missing details, so the card always renders.
- Surfacing a deep link into the customer's ServiceNow RSM portal.
# **What Is Out of Scope for This Plugin?**
- Listing multiple cases.
- Creating, updating, closing, or cancelling cases (handled by sibling plugins).
- Looking up cases of any type other than retail break-fix cases.
- Reading case details for cases owned by other users when searching by description (description-based search is scoped to the requester's own open cases only).
# Related Plugins
| Plugin | What it does |
|--------|-------------|
| [Create Break-Fix Case](https://marketplace.moveworks.com/plugins/servicenow-retail-create-breakfix-case) | Open a new break-fix case for a broken in-store device directly from the Moveworks AI Assistant. |
| [Update Break-Fix Case](https://marketplace.moveworks.com/plugins/servicenow-retail-update-breakfix-case-details) | Add comments, reopen, close, accept, or reject a resolution on an existing case. |
| [Notify Requesters of Break-Fix Case Updates](https://marketplace.moveworks.com/plugins/servicenow-retail-notify-on-breakfix-case-updates) | Push proactive notifications to the Moveworks AI Assistant when a case is assigned, needs more info, or is resolved. |