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.

Creating work orders

While creating a work order, you can classify the work order as General or Project to narrow the scope of work orders shown in the Work Order console. 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.

When you create a new 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. The initial status of the work order 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 and reassigning work orders and Work order status transitions.

How to use a work order template

You can create standard work orders quickly and efficiently by using Work order templates. Work order templates are created by the administrator, as explained in Configuring the Work Order form and templates. Work order templates are useful in any work order that follows well-defined methods for specific and repeated requirements, for example, Install, Move, Add, and Change (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. 

Consider these points before using a work order template:

  • You can apply a work order template while creating a new work order, before the work order is saved.
  • You can select a work order template only once for each work order.
  • 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.

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.

How to categorize work orders

Use the Categorization tab to record which products and services are affected by the work order.

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 Configuring product catalog information Open link .

To create a work order without a template

  1. On the IT Home Page, select 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 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.
  3. In the Customer field, enter the name of the customer.
    If the customer record uses the VIP or the Sensitive flag, this information appears in red after the Customer field label.
  4. (Optional) In the Contact field, enter the name of the contact person for the work order.
  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 and reassigning work orders.
  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. 
  10. (Optional) Select the Priority to identify the importance you (as support staff) assign to the work order.
    The default value is Low.
  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. On 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.
    Viewing a template enables you to see its assignments, its task and task group templates, and other features.
    Close the preview 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 following procedure provides only general information for creating a work order by using an email. If your email feature is configured differently, contact your administrator. For more information about configuring the Email Rule Engine, see  Configuring the Email Rule Engine Open link  in BMC Helix ITSM documentation.

  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 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 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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