This documentation supports the 18.08 version of Remedy with Smart IT.

To view the latest version, select the version from the Product version menu.

Learning about Work Order Management

Work Order is created to fulfill service requests, similar to the other fulfillment requests. It can be created for an incident, for the modification of a configuration item, or to correct a known error, which is created while doing a problem investigation. You can assign Work Orders to different support groups. 


Process overview

The following diagram illustrates the work order management process:




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Assigning work order

If an automatic assignment definition is not created for a work order, the work order must be assigned or reassigned manually. Only persons with the functional role of Work Order Assignee or Work Order Request Manager can assign (or be assigned to) work orders. The assignee is notified of work order assignments by email. By default, all open work orders assigned to you are listed in the Work Orders table in the Work Order Console. The work order assignee must ensure that the assignment is correct. If the assignment is not correct, the work order manager can reassign the request. You can select Auto-assign to the best fit group or Assign to me to assign a work order. Otherwise, you should select the appropriate options from the Support Company, Support Organization, and Support Group for both Assignee and Request Manager fields.


Work order roles

Work Order Management includes two functional roles — work order request manager and work order assignee. Functional Roles provide additional capability to the users, not based on permission group, but in the context of the support group to which it is related.

Work order request manager

The work order request manager is responsible for the quality and integrity of the work order management process.

Work order managers are usually the heads of the functional (user) groups that deliver a particular service. For example, the manager in charge of facilities would be the work order manager for all of the facility work orders, while the manager in charge of telecommunications would be the work order manager for phone work orders. As a result, when a user creates a service request for a new employee who needs office space and a phone, the request creates a work order for a new office and another work order for a new phone. The first work order is assigned to the facilities department, and the second work order is assigned to the telecommunications department.

Responsibilities and activities

In large companies, the work order request manager's main responsibilities usually involve planning and oversight. However, in small companies the work order manager might also function as the work order assignee who performs the tasks for the work order. In the Work Order Management application, users with either the Work Order Request Manager or Work Order Assignee functional role can be assigned to individual work orders, so you can choose how to apply these roles in your organization.

The work order request manager's activities and responsibilities can include the following:

  • Synchronizing work orders with service requests
  • Creating tasks to use with work orders
  • Handling work assignments
  • Monitoring support staff activity involved in implementing the work order
  • Planning work orders, which includes identifying, creating, and sequencing the tasks that must be performed to accomplish the work order
  • Scheduling people and resources to implement each task
  • Tracking work orders and tasks

When a work order is created, according the specified criteria, it is automatically assigned to the appropriate work order assignee. The supervisor, group, or individual can be notified of assigned work orders by email or pager. Using the assignment engine, related tasks are automatically assigned to the appropriate work order assignee.

Permissions and functional roles associated with work order managers

The work order request manager can have the following permissions and functional roles:

  • Work Order Master or Work Order User permission — Provides access to the Work Order Console, individual work orders, and the Overview Console. Users with Work Order User permissions can modify work orders belonging to their own support group. Users with Work Order Master permissions do not need to belong to a support group to modify work orders.
  • Work Order Manager functional role — Allows the user to be assigned to individual work orders.

Note

Using the Task Management System (TMS) functionality is optional with work orders. You can create work orders that do not use TMS tasks.

Work order assignee

Work order assignees are responsible for planning and implementing assigned work orders. They are usually people with specialized abilities in the support department of larger organizations. The work order assignee might be working actively on the work order, or coordinating the efforts of other groups or individuals working on tasks, if necessary.

Assignee activities and responsibilities include the following:

  • Gathering appropriate information based on the work order assigned
  • Providing status updates to requesters on request
  • Plan the task schedule
  • Executing the tasks that make up a work order
  • Reviewing all completed tasks, if more than one work order assignee helped complete the overall work order
  • Determining requester satisfaction with the overall work order 


Work order status

The status of a work order indicates the current position of the record in its life cycle. You can configure the application to send out notifications during status transitions to alert users that certain events have occurred.

Work order lifecycle examples

The following diagrams show examples of status transitions in the work order life cycle.

Note

The Waiting Approval and Rejected statuses shown in the following examples are provided with the product, but no approval process is implemented out of the box. If necessary, you can create your own custom approval process and integrate it with the Work Order Management application.

The following example illustrates status transitions for the Assigned, Pending, and Waiting Approval states.

Work order life cycle — Assigned, Pending, and Waiting Approval states

The following example illustrates status transitions for the Planning and In Progress states.

Work order life cycle — Planning and In Progress states

Excluded status transitions

The following table describes transitions that are excluded in the work order life cycle. That is, the work order cannot move from the status in the left-hand column to the corresponding status or statuses in the right-hand column.

Work order status

Excluded status transition(s)

Assigned

Closed

Pending

  • Assigned
  • Closed

Waiting Approval

  • Assigned
  • Closed

Planning

  • Assigned
  • Waiting Approval
  • Closed

In Progress

  • Assigned
  • Waiting Approval
  • Planning
  • Closed

Completed

  • Assigned
  • Pending
  • Waiting Approval
  • Planning
  • In Progress
  • Rejected
  • Cancelled

Rejected

  • Assigned
  • Pending
  • Waiting Approval
  • Planning
  • In Progress
  • Completed
  • Cancelled
  • Closed

Cancelled

  • Assigned
  • Pending
  • Waiting Approval
  • Planning
  • In Progress
  • Completed
  • Rejected
  • Closed

Closed

  • Assigned
  • Pending
  • Waiting Approval
  • Planning
  • In Progress
  • Completed
  • Rejected
  • Cancelled

Note

If a service request consists of a single work order, moving the work order from a status of Completed back to In Progress does not result in the status of the Request also being reset to In Progress. When the work order's status progresses, errors result.


Work order notifications

When a work order moves to a new status (for example, Pending or In Progress), the application generates notifications. Based on their group or role, users might receive notifications during various work order lifecycle stages.

The Manager and Assignee groups are notified when they are assigned a work order, if no individual is assigned in the group. (In group notifications, there is a slight delay between the triggering state of the work order and the sending of notifications to group members.)

The following table lists the work order states that trigger notifications and the application roles they are sent to.



Testing your knowledge

Check your knowledge. See if you can answer each question. Click the questions to view the answer.

 Who can assign a work order?

Only persons with the functional role of Work Order Assignee or Work Order Manager can assign (or be assigned to) work orders.

 What is the responsibility of a work order request manager?

The work order request manager is responsible for the quality and integrity of the work order management process.

 What is the responsibility of a work order assignee?

Work order assignees are responsible for planning and implementing assigned work orders.


Do you want to learn more?

Learn what information you can record for work orders in Overview of information displayed on a ticket in Smart IT.

When you're ready to get started, see Creating work orders.


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