Learning about work order management

When a user creates a service request, depending on the type of the service request, work orders are created either automatically or by a work order manager to complete the backend fulfilment work that is needed to complete the service request. More than one work order can be created for one service request. The work order manager can divide a work order into tasks and can assign each task to different assignees. Work orders can also be assigned to different support groups.

For example, to fulfil a service request, a work order manager can create a work order as a related record for an incident, the modification of a configuration item, or for correcting a known error.

Process overview

The following diagram illustrates the work order management process:

Phase 1: Service request creation

When a user creates a service request for the IT department, for example, to fix the user's IT equipment or infrastructure, the control is handed over to the incident management process.

The control is handed over to the change management process if:

• The service request causes a service to become unavailable or degraded during service hours
• The functionality of a service has become different
• The CMDB requires an update

In all other cases, the service request moves to Phase 2.

Phase 2: Service request fulfillment by using work orders

If the service request was created by a service catalog template containing the fulfillment workflow for implementing the service request, one or more work orders are created automatically and auto-assigned to the applicable support group.

If work orders are not automatically assigned to the applicable support group, or if the work order was created manually, the service desk analyst or specialist reviews the work orders that were created by the template and determines if additional tasks are required. If required, additional tasks are created and linked to the request.

Next, the service desk analyst or specialist determines which of the created work orders can be completed without involving others and assigns these work orders to self.

For each remaining work order, the service desk analyst or specialist determines who is the most appropriate team member to complete the work order, or lets the system auto-assign the work order to other people.

Work orders that should be completed by other service desk analysts or specialists are assigned to the following team members:

• The most appropriate team member in the same group as the service desk analyst or specialist handling the request
• The request manager of the target support group, if the most appropriate specialist is in another group 

When assigning the work order as part of an entire request fulfillment workflow, the order in which these should be completed is considered. This ensures only those work orders are assigned that do not require other tasks to be completed first.

Phase 3: Service Request Closure

The service desk analyst or specialist responsible for handling the request completes the work order assigned to self. When required, additional tasks are created and assigned.

When all work orders are completed successfully, the service request is completed.

Work order life cycle 

The status of a work order indicates the current position of the record in its life cycle. You can configure the application to send out notifications during status transitions to alert users that certain events have occurred.

The following table describes the different status values in the work order lifecycle. When you change the status of a work order, you can include a status reason. Status reasons are available for some work order statuses, but not all. For more information about work order status, see Work order status transitions. 

User roles in work order

Work order management includes two user roles—work order manager and work order assignee. Additionally, you can assign work order Functional Roles to provide additional capability to the users, not based on permission group, but in the context of the support group to which the work order is related.

In large companies, the work order manager's main responsibilities usually involve planning and oversight. However, in small companies the work order manager might also function as the work order assignee who performs the tasks for the work order. In the work order management application, users with either the Work Order Manager or Work Order Assignee functional role can be assigned to individual work orders, so you can choose how to apply these roles in your organization.

When a work order is created, according the specified criteria, it is automatically assigned to the appropriate work order assignee. The supervisor, group, or individual can be notified of assigned work orders by email. Using the assignment engine, related tasks are automatically assigned to the appropriate work order assignee.

The following table describes the user roles for work order management:

Work order notifications

When a work order moves to a new status (for example, Pending or In Progress), the application generates notifications. Based on their group or role, users might receive notifications during various work order lifecycle stages.

The Manager and Assignee groups receive notifications when they are assigned a work order, if no individual is assigned in the group. 

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