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.

Entering work information for a work order

You can modify a work order to add work information about tasks performed on the work order. 

You can add work information about the following activities:

  • General Information — Notes about the work order. For example, you might want to note that a particular CI was deployed and include the date.
  • Planning — Notes about a plan to implement a work order throughout your organization
  • Implementation — Installation and back out procedures for the work order
  • Costing and Charging — Additional information about the cost of the work order. For example, you might want to note that the cost was split between two cost centers or that the cost to implement a work order came under budget.
Related topics

Work information is passed between fulfillment requests and service requests. For more information, see Creating requests from fulfillment applications.

To enter work information for a work order

  1. On the IT Home Page, select Service Request Management > Search Work Order, and click Search.
  2. Select the work order to modify, and make the appropriate changes.
  3. Click the Work Detail tab.
  4. In the Notes field, enter notes about the work order.
  5. To add an attachment, click the folder next to the Attachment field, and browse for a file.
    To clear an attachment that you just added, click the Remove File icon .
  6. To add more details:
    1. Click the arrow next to More Details.
    2. Add more attachments, as needed.
    3. From the Work Info Type list, select the type of work information to add.
    4. From the Source list, select the source of this information.
      Information sources can include, for example, email, system assignment, or the Web.
    5. For the Locked field, select Yes (to lock the log) or No.
    6. In the View Access field, select one of the following options:
      • If you want only users in your organization to see the entry, select Internal.
      • If you want everyone with access to the system to see the entry, including requesters, select Public.
        When a work note is created in the backend application and is marked as Public, the work note appears in the request's activity log in the Request Entry console. If the work note is updated, the original work note remains in the request's activity log, but the updated information is placed in a new entry in the request's activity log.
        If the work note in the backend application is updated and the Assignee marks it as Internal, the original work note remains in the request's activity log, but the updated information is not displayed.
  7. To add your entry to the work history, click Add.

    Warning

    You cannot modify a Work Detail entry after you lock it.

  8. To filter specific work entries that appear in the table based on the type of activity, select an option from the Show field.
  9. To see a report of the activities that you performed against this work order, click the Report icon .
  10. To see all entries for work information history, click the View icon.
    When you return to the Work Order Console, you might need to refresh the Assigned Work Orders table to see all the modified records.

  11. Click Save.

Important

Adding or modifying the work information of a ticket or a work order does not update the last modified date of a ticket or a work order for the following applications:

  • BMC Helix ITSM: Change Management
  • BMC Incident Management (BMC Helix ITSM: Service Desk)
  • BMC Service Request Management

To view work information for a work order

  1. Double-click an entry listed on the Work Detail tab.
  2. To view an attachment, click the Download icon
  3. To return the tab to a state that allows you to enter new work information, click Clear.

Adding work information by using email

You can also add work information by responding to a system-generated email message about the record, or you can create a new email message. You can only add work information notes to a record. You cannot update existing work information notes.

When you send the email message, ensure that the subject line starts with RE: Otherwise, the Email Rule Engine rejects the message. Also, ensure that the subject line contains the request ID.

In some environments, the Email Rule Engine can parse the body of the email message for the request ID. If your system is configured to do this (check with your system administrator), then you do not need to put the request ID in the subject line. In all cases, however, the subject line must start with RE:.

Attachments

If you add an attachments to the email message, the attachment is added to the work information note. If you add more than one attachment, the email engine archives the attachments into a .zip file and attaches it to the work information note.

Before you begin

Check with your system administrator to ensure that your BMC Helix ITSM: Service Desk system is configured to work with email-generated records.

To add work information notes to a service request by using email

  1. Perform one of the following actions:

    • Reply to an existing email message about the record to which you want to add the work information note.

    • Create a new email message.

  2. If you are creating a new email message, ensure the To field contains the correct email address for your email server.

  3. Ensure that the Subject field starts with RE: and includes the request ID.
    Alternatively, if your system can read the request ID from the body of the email message, ensure the request ID appears in the body of the message.

  4. Type the work information text in the body of the email message.

  5. If you have any attachments, add those to the email message.

  6. Send the email message.

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