This documentation supports the 22.1 version of BMC Service Request Management.

To view an earlier version, select the version from the Product version menu.

Assigning and reassigning work orders

If an automatic assignment definition was not created for a work order, you must assign and reassign the work order manually. You must have the functional role of Work Order Assignee or Work Order Manager to assign 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.

Important

  • The Request Manager must have the functional role of Work Order Manager. 
  • The Request Assignee must have the functional role of Work Order Assignee or Work Order Manager. 
  • If you only specify the Support Group Name, at least one member of that support group must have the appropriate functional role (Work Order Manager for Request Manager, and Work Order Assignee or Work Order Manager for Request Assignee.)

To assign work orders manually

  1. On the IT Home Page, select Service Request Management > Search Work Order, and click Search.
  2. Select the work order.
    Based on the default configuration and requester information in the work order, certain fields might already be filled.
  3. To assign a Work Order Assignee, do one of the following: 
    • Select the appropriate options from the Support Group Name and Request Assignee fields in the Request Assignee section.
    • Click one of the following links in the Quick Action section of the navigation bar at the left: 
      • Assign to Me — Assigns the work order to the user who is logged in, if the person has Work Order Manager or Work Order Assignee functional role.
      • Auto Assign — Assigns the work order according to the rules in the Assignment Configuration form.
  4. Click Save.

To reassign a work order

  1. On the IT Home Page, select Service Request Management > Search Work Order, and click Search.
  2. Select the work order from the search results.
  3. On the work order form, select the assignee to whom to assign the work order.
  4. Click Save.

Notifications of work order assignments

Work Order assignees are notified of new work orders based on the notification method preferences defined in their personal record. Additionally, when a work order moves into a new status, such as Completed, the work order triggers notifications. Based on your group or role, you might receive notifications during various work order statuses. For more information about notification preferences, see  Configuring notifications Open link  in BMC Helix ITSM documentation.

The following notifications are available :

  • Individual notification — The Work Order Assignee is notified according to the notification method specified in their personal record. For example, if Bob Backline has a notification method of Alert, he receives a notification from Action Request System for each work order that is assigned to him.
  • Group notification — A Support Group is notified according to the notification method specified by each group member's entry in their personal record. For example, if a work order is assigned to the Support-Software group, group members are notified through the notification method specified in their personal records. For example, if Sarah Software has email specified as the notification method in her personal record, the notification is sent to her by email.
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