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.

Configuring the Work Order form and templates

You can create templates for any work order or task for users who regularly perform pre-approved work orders that follow well-defined methods for specific and repeated requirements, for example, Installs, Moves, Adds, and Changes (IMAC). You must have Work Order Config permission to create work order templates.

Best practice

You can create as many templates as needed. However, as a best practice, create templates for only standardized processes that your users perform frequently.

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.

The following are the work order template categories:

  • Operational category 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 category 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, Configuring product catalog information Open link . For more information about operational catalog, see  Configuring operational catalogs Open link .

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 support company, organization, and group to which the work order will be assigned.
  • The support company, organization, and group by which the work order will be implemented.


To create work order templates

  1. From the Application Administration console, click the Custom Configuration tab.
  2. From the Application Settings list, select Service Request Management > Work Order > Work Order Template, and click Open.
  3. Enter information in the Work Order Template form:
    1. In the Company field, select a company for the template.
    2. In the Summary field, enter a brief description of the work order.
    3. In the Template Name field, enter a name for the template.
    4. In the Work Order Type field, select the appropriate type for this template — for example, General (the default) or Project.
    5. In the Automation Status field, select Automated if the work order is fulfilled automatically, otherwise select ManualFor more information about setting up automated work order tracking, see Setting up automated work order tracking.

      For the work order templates that are created before the Service Request Management 20.02 release, the value of the Automation Status field is set to Manual by default.

    6. (Optional) In the Notes field, enter a complete description of the template.
    7. In the Status field, select a status.
      This information is populated in the Summary field on the Work Order form.
    8. Click Save to add your template to the list of available work order templates.

  4. From the Classification tab of the Work Order Template form, enter information in the following fields:
    1. In the Company field, select the name of the company for requests based on this template
    2. (Optional) In the Region field, select the area of the company.
    3. (Optional) In the Site Group field, select the city of the company.
    4. (Optional) In the Site field, select the location of the company for this work order.
    5. (Optional) In the Business Service field, select a business service configuration item (CI) to relate to this work order. Items in the list are retrieved from the Atrium Service Catalog.
    6. (Optional) Select the appropriate operational categorizations for Tier 1Tier 2, and Tier 3.
      Here you configure the three-tier hierarchy defined in your operational catalog.
    7. (Optional) Select the appropriate product categorizations for Tier 1Tier 2Tier 3Product Name, and Model/Version.
      Here you configure the five-tier hierarchy defined in your product catalog. If you do not see the appropriate product, continue to make selections in product categorization until you see the appropriate product.
    8. Click Save.
  5. From the Tasks tab of the Work Order Template form, enter information in the following fields to specify which tasks and task groups to include in this template:
    1. To add a task or task group to your template, select a request type in the Type list (for example, Task Template) and click Relate.
    2. (Optional) Use the Type (for example, ALL) and Category (for example, Task Management System) fields in the Select Template dialog box to filter the list of tasks that appear.
    3. Select a task or task group, and click Relate.
      The task or task group is added to the template.
    4. Close the dialog box, and click Save.

If your organization does not use the Task or Categorization features when managing work orders, then you can hide the tabs.

To hide or display the Task and the Categorization tabs

  1. Log on to the BMC Helix ITSM using an account that has Work Order Config permissions.
  2. From the IT Home page, open the Application Administration console.
  3. From the Custom Configuration tab, select Service Request Management > Work Order > Work Order Settings.
  4. In the Work Order Settings dialog box, click Show Settings.
  5. From the Work Order Task Tab menu, select No to hide the tab, or select Yes to display the tab.
  6. From the Work Order Categorization Tab menu, select No to hide the tab, or select Yes to display the tab.
  7. Click Add/Modify Settings, and then click Close.

Users who are logged on to the BMC Helix ITSM at the time that these changes are made must log out and then log on to see the change.

To configure assignment settings in a work order template

  1. In the Work Order Template form, click the Assignment tab.
  2. For the Request Manager, specify the following information:
    1. In the Support Company field, select the company that the work order is assigned to.
    2. In the Support Organization field, select an organization.
    3. In the Support Group Name field, select a group.
    4. In the Request Manager field, select a manager.
  3. For the Request Assignee, specify the following information:
    1. In the Support Company field, select the company to implement the work order.
    2. In the Support Organization field, select an organization.
    3. In the Support Group Name field, select a group.
    4. In the Request Assignee field, select an assignee.
  4. Click Save.
  5. Register the work order template for use with an AOT.
  6. Create a PDT using this AOT. For more information, see Creating process definition templates.

For more information about assigning work orders, see Configuring work assignments.

Adding information for AIFs

Configure the fields in the Details and Details 2 tabs of the work order template to use with advanced interface forms. These fields appear when users select the SRD in the Request Entry console.

The Details tab and the Details 2 tab specify static-content fields you can include with this work order template. This functionality is especially useful for work orders because you can include up to 22 character fields (255-character limit each), 2 date fields, 2 time fields, 2 date and time fields, and 6 integer fields for users to add information to their work order.

To configure details fields

  1. From the Work Order Template form, click the Details tab or the Details 2 tab.
  2. In the Field Labels column, enter field labels (questions posed to users) as they should appear on the work order.
    For example, as shown in the following figure, the label for the SR Type Field 1 field (Enter first name of employee) on the Mapped tab of your advanced interface form should be entered to the first Field Labels field on the work order template.

    For optional questions posed to users, enter field values that you want to appear by default on the work order next to the corresponding field labels when a user does not provide a response. For more information about using advanced interface forms, see Creating and using advanced interface forms.

    In the Field Values column, enter any field values that you want to appear by default in the corresponding fields.
    The following table shows the field types for the details fields.

    Field number

    Field type

    1 - 5

    Character

    6 - 7

    Date/time

    8 - 9

    Integer

    10 - 23

    Character

    24 - 27

    Integer

    28 - 30

    Character

    48 - 49Date
    50 - 51 Time
  3. Click Save.

Configuring the search type for Customer and Contact fields

Using the Work Order Settings form, an administrator can configure which People form fields are searched when a service agent enters information in the Customer or the Contact fields. You can select the required option from the list that is displayed. 

You can configure the Customer and the Contact fields to search against one of the following People form fields. For example, using the default configuration, the application searches against the Internet email address that appears on the People form.

  • Corporate ID
  • First Name
  • Last Name
  • Internet Email (default)
  • Login ID
  • Phone Number

To configure the search type for Customer and Contact fields

  1. From the Application Administration console, click the Custom Configuration tab.
  2. From the Application Settings list, select Service Request Management > Work Order > Work Order Settings, and then click Open.
  3. Click Show Settings and specify the fields with the current setting.
  4. From the Customer and Contact Search Type list, select the type of search you want.
  5. Click Add/Modify Settings to save the setting.

Configuring the People form to appear when selecting customer or contact

You can have the People form displayed after a work order manager selects a customer or a contact name when registering a new request. The People form enables the manager to see, and if necessary, edit any of the People information on the People form. 

The default setting is No, which means the People form does not appear.

To configure the People form to appear when selecting a customer or contact

  1. From the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, select Service Request Management > Work Order > Work Order Settings, and then click Open.
  3. Click Show Settings and specify the Customer and Contact Search Type fields with the current setting.
  4. From the Display Customer Info Dialog list, select Yes.
  5. Click Add/Modify Settings to save the setting.

To configure authoring groups that can use and modify the template

The template authoring group specifies the group of users that can modify a template. If you have Work Order Config permission, you can set any group as authoring group of templates. If you don't have the Work Order Config permission, you can only change or set those groups as template for which you have been assigned the Support Group Admin role.

Important

If you have the Work Order Config or the Work Order Master permission, you can create or update a template for any authoring group. If you do not have either of these permissions, you can modify the template only if you are a member of the support group, which is defined as the authoring group of the template.

If you have not enabled the work order template authoring group, perform the following steps to enable the authoring group.

To enable the work order template authoring group

  1. In the Mid Tier, select AR System Admin Console > System > General > Centralized Configuration.
  2. Select the <arsystem.bmc.arsys.itsm> component and change the value of the enableAuthoringGroupForWO parameter to true to enable the Authoring For Groups flag and activate its validation.

To configure the authoring groups for work order templates

  1. From the Application Administration Console, click the Custom Configuration tab.

  2. From the Application Settings list, choose Service Request Management > Work Order > Work Order Template, and click Open.
  3. On the application Work Order Template selection form, click the Authoring For Groups tab.
  4. Click Update.
    When you add an authoring group for the first time, select the Authoring Company, Authoring Organization, and Authoring Group on the Authoring For Groups tab and click Save.
  5. On the Template Support Group Association dialog box, add or delete any support groups for which you have permissions.
    1. To add groups that can use this template, select the company, support organization, and support group, and click Add.
    2. To delete a support group, select the group from the list of support groups, and click Delete.
    3. Click Close and Save.
      The information is updated in the groups that use this template table.
      If you remove the group's association with the template, it no longer has has privileges to use or modify that template.

  6. Close the dialog box.
    Based on the level of access that you provide to the template, all the levels that are below that particular level in the organization, get access to the template. For example, if you provide only company-level access, all support group organizations and support groups defined for that company get access to the template. Additionally, any new organization or support group added to the selected company or organization automatically gets access to the template.
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