This documentation supports the 20.08 version of Remedy with Smart IT, which is available only to BMC Helix subscribers (SaaS).
To view an earlier version, select the version from the Product version menu.

Creating work orders

As a support agent, you can create work orders to fulfill service requests. You can create work orders as a related record for an incident to request action that contributes to incident resolution, for the modification of configuration items, or to correct known errors that occur while performing a problem investigation.

You can assign work orders to different support groups.

To create a work order without a template

    In the PWA work order screen, perform the following steps:

    1. On the Smart IT menu bar, select Create New > Work Order.
    2. On the Create Work Order screen, type the customer name, email ID, or corporate ID in the Customer field. As an alternative method, you can click inside the Customer field and the customer names are displayed.
      The Company field is populated based on the customer that you select.
    3. (Optional) Enter your contact's name, email ID, or corporate ID in the Contact field.
      To create a customer or contact when you do not find a matching record, click the button next to the respective fields. In the dialog box that appears, enter details and click Save.
      You must have one of the following permissions to create a customer or contact: Work Order Submitter, Work Order User, or Work Order Master. Also, you must have the Contact Organization Admin or Contact Support Admin permission to access the Login ID field when creating a new customer or contact.
    4. In the Summary field, enter a brief summary.
    5. (Optional) In the Description field, enter a brief description.
    6. To attach a file to the work order, click Attach Files. If you want to delete attached files, select the attachment and click Delete.

    7. Select the Priority to identify the importance that you (as a support staff) assign to the work order.
    8. The Status field is automatically populated with Assigned status. You can select and change the status from the list, if required. 
    9. (Optional) In the Service field, select a service to relate to the work order. 
      You can enter part of the service name in the field to see a list of matches.
    10. (Optional) Enter information about the Operational category and Product category. You can also select the operational and product categories of a different company.
      Click the Browse link to select the categories. The system displays the lists for each category from which you can select a value.
    11. (Optional) Select a scheduled start and end date. When the work order is assigned, the assigned person or group can specify the actual start and end date.
    12. You need not enter values if the assignments are already set, unless you want to change them and you have the permissions to do so.
      • If you have the Work order assignee role, you can view the values for the Assignee support group and Request assignee.
      • If you have the Work order request manager role, you can view the values for the Assignee support group, Request assignee, Manager support group, and Request Manager .
      • Click the Browse link to filter support company, support organization, support group and assignee.
      • To assign a work order to yourself as an assignee or a manager, click Assign to me. The following table describes when you can assign a work order as an assignee or a manager, based on functional role and permissions:

        Permission

        Functional Role

        Able to access Assign to me button for....

        Work Order Master Work Order Manager both Assignee and Manager

        Work Order Assignee only Assignee
        Work Order User Work Order Manager both Assignee and Manager

        Work Order Assignee only Assignee

        No Functional Role Buttons not available for either Assignee or Manager

        For more information, see Assigning tickets in Smart IT.

    13. Click Save ticket.

    In the Smart IT work order screen, perform the following steps:

    1. On the Smart IT menu bar, select  Create New > Work Order.
    2. On the Create Work Order screen, type the customer name in the Customer field. You can search for a customer by using name, email, Corporate ID, or Login ID.
      The Company field is populated based on the customer that you select.
    3. (Optional) Enter your contact's name, email ID, Corporate ID, or Login ID in the Contact field.
    4. In the Summary field, enter a brief summary.
    5. (Optional) In the Description field, enter a brief description.
    6. Select the Priority to identify the importance that you (as a support staff) assign to the work order.
    7. (Optional) In the Affected Service field, select a service to relate to the work order. 
      You can enter part of the service name in the field to see a list of matches.
    8. The Status field is automatically populated with Assigned status. You can select and change the status from the list, if required.
    9. (Optional) Enter information about the Operational category and Product category. You can also select the operational and product categorizations of a different company.
    10. (Optional) Select a scheduled start and end date. After working on the work order, the assigned person or group can specify the actual start and end date.
    11. Select values for Support Group Name and Request Manager. You need not enter the values if the assignments are already set, unless you want to change them and you have the permissions to do so.
    12. Click Save Ticket.

    To create a work order by using a template

      In the PWA work order screen, perform the following steps:

      1. On the Smart IT menu bar, select  Create New > Work Order.
      2. On the Create Work Order screen, type the customer name in the Customer field. You can search for a customer or a contact by using name, email, or Corporate ID.
        The Company field is populated based on the customer that you select.
      3. In the Work order template field, start entering the name of a template to see suggestions.
        If you do not know the template name, click the Browse button to find the available templates.
      4. (Optional) In the Select template dialog box, select a template.
      5. Click Select template to populate the work order field information from the selected template.

      6. The contents of the template are applied to the work order. 
      7. You can make changes to any of the fields that are auto filled by the work order template, if required.
      8. Click Save ticket.

      In the Smart IT work order screen, perform the following steps:

      1. On the Smart IT menu bar, select Create New > Work Order.
      2. On the Create Work Order screen, type the customer name in the Customer field. You can search for a customer or a contact by using name, email, Corporate ID, or Login ID.
        The Company field is populated based on the customer that you select.
      3. In the Work Order Template field, start entering the name of a template to see suggestions.
        If you do not know the template name, click the Browse All Templates button to find the available templates.
      4. (Optional) In the Select Template dialog box, click the name of a template. 
        The content of the template appears in read-only mode. Viewing a template enables you to see its assignments, its task and task group templates, and other features.
      5. Click Save to populate the work order field information from the selected template.
        The contents of the template are applied to the work order.

      To create a work order from the Smart Recorder screen

      With the Smart Recorder, you can create work orders and manage all needed information by using a single-field interface optimized for creating and handling tickets quickly and effectively. When you receive a call from a customer, you can immediately identify the people, assets, tickets, services, outages, and knowledge articles related to the customer's issue. Based on the captured details, you can create work orders in Smart Recorder.

      For more information, see Handling tickets dynamically with Smart Recorder.

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