This documentation supports the 19.02 version of Service Request Management.

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

Configuring and managing work order templates

This section describes how to configure and manage work order templates.

The following topics are provided:

When using BMC Work Order Management, you can simplify the process of creating work orders by configuring work order templates for use in AOTs. You also can create work order templates that help support staff to quickly create work orders.

Note

You must have Work Order Config permission to create work order templates.

You can create templates for any work order or task for users who regularly perform preapproved work orders that follow well-defined methods for specific and repeated requirements, for example, Installs, Moves, Adds, and Changes (IMAC). You can create as many templates as needed; however, as a best practice, create templates for only standardized processes that your users perform frequently.

Recommendation

The values you configure in the Work Order Template form are used to add information to the Work Order form.

Work order template categorization

The values you specify in a work order template's Categorization tab are used to add information to the corresponding Categorization tab in the Work Order form. The Categorization tab is used to describe the work order and show which products or services are affected by the work order.

  • Operational categorization is based on a three-tier hierarchy defined in the Operational Catalog Setup form. The Operational Categorization Selection settings add information to the operational categorization fields in the Categorization tab of the Work Order form.
  • Product categorization is based on a five-tier hierarchy defined in your Product Catalog Setup form. The Product Categorization Selection settings add information to the product categorization fields in the Categorization tab of the Work Order form.

For more information about company product catalog, Working with product catalog information . For more information about operational catalog, see  Working with operational catalogs .

Assignment settings in a work order template

The values you configure in a work order template's Assignment tab are used to add information to two areas in the Assignment tab of the Work Order form:

  • The Request Manager settings fill the Request Manager fields in the Assignment tab of the Work Order form. Here you configure the support company, organization, and group to which the work order will be assigned.
  • The Request Assignee settings fill the Request Assignee fields in the Assignment tab of the Work Order form. Here you configure the support company, organization, and group by which the work order will be implemented.

Related topic

Creating application templates and application object templates

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