This documentation supports the 19.02 version of Service Request Management.

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

Creating work orders

In the work order, you record the customer's name and company, and a summary of the work to be done. The work order ID is automatically generated by the system.

You can classify work orders as General or Project, depending on the needs of your organization. This classification allows you to narrow the scope of work orders shown in the Work Order Console by using Filter By > Defined Searches > Work Order Type, or by setting an Application Preference. For example, you can set a filter to show only Project work orders, and then clear the filter to show all. If you set a preference for Project work orders, then you only see Project work orders every time you open the Work Order Console.

Use the Categorization tab to record which products and services are affected by the work order. Operational categorization is based on a three-tier hierarchy defined in the Operational Catalog Setup form. Product categorization, which is based on a five-tier hierarchy defined in the Product Catalog Setup form, also includes product name, model/version number, and manufacturer. 

Operational and Product categorizations are not configured and shipped for work orders. You must modify the records in the Operational Catalog Setup and Product Catalog Setup forms if you intend to use them with work orders. For more information, see Modifying product information Open link .

You can optionally select a service configuration item (CI) from the Atrium Service Catalog to relate to the work order. A business service can be provided from one business or organization within a business to another. Business service CIs can include customer support, employee provisioning, server farms, storage, and so on. Selecting a service CI automatically performs the following actions:

  • Updates information in the Product Categorization area of the Categorization tab of the work order, based on the categorization of the service CI. You can modify the Product Categorization values later.
  • Relates the service CI to the work order as a "Related to" association type. After it is established, you cannot delete the association from the Relationships tab. However, you can clear the business service from the Service field and save the record to delete the association. 

The business service selected by a requester in response to a question takes precedence over a business service specified in a Work Order template or in the service request definition (SRD) that automatically generates a work order.

The Details and Details 2 tabs also appear on the Work Order form, and contain fields that accommodate customizations to the application. (In previous versions of the application, the Details and Details 2 tabs appeared on the Work Order form only if a work order template was included with a work order, and the template referred to fields on the Details and Details 2 tab. In 8.1.01 and later versions, the Details and Details 2 tabs always appear.)

When you create a new work order, the initial status is set to Assigned. To move the work order from Assigned status to its next status, you must enter information in the required fields. For more information, see Assigning work orders manually and About work order status transitions.

You can optionally set the priority of the work order. Priority indicates the relative order in which work orders should be addressed, and is influenced by considerations of risk and resource availability. The Priority field value is shown in work order notifications. The default value is Low.


For a work order that automatically creates a service request, notifications from the service request include a default value of Medium for Impact and Urgency. The work order Priority value is not shown.

Work order notifications include the work order Priority value, but not the Impact and Urgency values from the service request.

For more information, see Creating requests from fulfillment applications.

How to use a work order template

Work order templates are created by the administrator, as explained in Configuring and managing work order templatesWork order templates let you quickly and efficiently create "standard" work orders with a minimum of mouse clicks and keyboard entry. Work order templates are especially useful in any work order that follows well-defined methods for specific and repeated requirements, for example, Installs, Moves, Adds, and Changes (IMAC). New and occasional users to work orders should find work order templates very helpful. Work order templates do more than simply fill out fields for you; they can also include tasks with the work order. 

You can only apply a work order template while creating a new work order, before the work order is saved. The template overwrites any field values and tasks that you have already filled in or created in the work order. If the work order already includes relationships, these are not overwritten. Additional relationships from the template are added to the work order. Any information that you enter in the Notes field is not overwritten. You can select a work order template only once for each work order.

To create a work order without a template

The following procedure describes the basic steps for creating a work order in the Best Practice view.

  1. From the IT Home Page, choose Service Request Management > New Work Order.
    If you are working in a Hub and Spoke environment, you are asked to identify the company you are creating the record for. Select the company from the drop down list, then click Create. The work order form opens on the spoke server of the company you chose.
  2. On the new Work Order form, select the company from the Company field.
  3. Enter the customer name in the Customer field.
    If the customer record uses the VIP or the Sensitive flag, this information appears in red after the Customer field label.
  4. (Optional) Enter your contact's name in the Contact field.
  5. In the Summary field, enter a brief description.
  6. (Optional) In the Notes field, enter the work order details.
  7. In the Work Order Type field, enter a type (for example, General).
  8. In the Request Manager section, select values for Support Group Name and Request Manager. You do not need to enter values if the assignments are already set unless you want to change them and you have the permissions to do so. See Assigning work orders manually.
  9. (Optional) In the Service field, select a service configuration item (CI) to relate to the work order.
    You can enter part of the service name in the field to see a list of matches. To view the service details, click the CI icon located next to the Service field; to view the service context details for a business service, click the Service Context icon located next to the CI icon. For more information about service context, see Using BMC Atrium Service Context.
  10. (Optional) Select the Priority to identify the importance you (as support staff) assign to the work order.
  11. (Optional) Click the Categorization tab and enter information about the Operational and Product categorizations. 
    The Location Information is populated from the Customer field.
  12. Click Save.

To create a work order with a template

  1. From the IT Home Page, select Service Request Management > New Work Order.
  2. In the Template field, start entering the name of a template to see suggestions. Template names are case-sensitive.
    If you do not know the template name, click the Search icon to find available templates.
  3. (Optional) In the Available Templates dialog box, click the name of a template and click View to examine the contents.
    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.
    Close the dialog box when you are finished viewing the template.
  4. In the Available Templates dialog box, click the name of a template and click Select Template.
    The contents of the template are applied to the work order. 

To create a work order by using email

You must have Service Request Master, SRM User, or SRM Submitter permission to create a work order request by using an email. The procedure in this topic provides only general information for creating a work order by using an email. The email feature is configurable, so check with your system administrator for more information about  configuring the Email Rule Engine and for the specific information that applies to your email environment and see Configuring the Email Rule Engine.

  1. Open your email editor and create a new email message.
  2. In the To field, enter the email account that is registered with the BMC Remedy Email Engine to receive and generate application requests.
  3. Complete the Subject field and the body text of the email according to the rules configured by your system administrator. 
    If global rules are used and no custom rules are defined, add WO: in the Subject field. Check with your system administrator for defined custom rules. 
  4. If you have an attachment, add it to the email message.
    The system adds attachments to the Work Information form. If you add multiple attachments, the system creates a zip file and adds it to the Work Information form.

  5. Click Send.
    If BMC Helix Remedy Automation is configured for your email system, a relevant template is applied to the work order. Also, if your email system is configured to send acknowledgments, you receive a confirmation message containing the work order ID.
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  1. Amanda Lopesedson

    Not sure if this is the right area, but can you attach a template to a work order ticket that was created via email?

    May 22, 2020 01:23
    1. Manash Baruah

      Hello Amanda,

      Please see the topic Defining Email Rule Engine use case rules.

      Follow the steps as mentioned in the Example of creating an email incident request from a template section of the topic and make the relevant changes for work order instead of incident.



      May 28, 2020 06:08