Setting up Work Order Management

Use the Work Order form to manage a work order and track its progress from initiation to completion. Work Order Management can be defined to fulfill service requests, similar to the other fulfillment applications. The Work Order form is also used to assign tasks to different support groups.

Before you begin searching, creating, or modifying information in the Work Order form, you must understand the relationships among the different areas of this form.

First, you must create assignment mappings to assign a work order to a support group, to an individual, or to both. An individual in the support group must assume the functional role of Work Order Assignee. Assignment mappings can be created for work order assignees. For information about functional roles and assignment mappings, Roles and permissions in BMC Service Request Management and Configuring work order assignments.

A work order can result due to an incident, a modification to a configuration item, or a known error correction as a result of problem investigation.

To set up Work Order Management

See the following topics and perform the required steps to set up Work Order Management.

• Configuring the Work Order form and templates
• Configuring work order assignments
• Managing service targets in Work Order Management
• Work order status transitions
• Viewing the audit log
• Setting up automated work order tracking