This documentation applies to the 8.1 version of Service Request Management, which is in "End of Version Support." You will not be able to leave comments.

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Creating work orders

This section describes how to create work orders and use work order templates. The following topics are provided:

The following procedure describes the basic steps for creating a work order in the Best Practice view.

To create a work order

  1. From the IT Home Page, choose Service Request Management > New Work Order.
    The Work Order form appears, and a Work Order ID is automatically assigned to it. The functionality you see varies according to which other applications are installed (for example, BMC Service Level Management).
    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 drop down list, then click Create. The work order form opens on the spoke server of the company you chose.
    The initial status of a work order is Assigned. To move the work order from Assigned status to its next status, you must enter information in the required fields. For more information about status transition, see About work order status transitions.
  2. On the new Work Order form, select the company from the Company field.
  3. Enter the customer name in the Customer field.
    If the customer record uses the VIP or the Sensitive flag, this information appears in red after the Customer field label.
  4. (Optional) Enter your contact's name in the Contact field.
  5. In the Notes field, enter the work order details.
  6. (Optional) Select a work order template to complete the contents of the work order.
    Work order templates are especially useful in any work order that follows well-defined methods for specific and repeated requirements. Work order templates do more than simply fill out fields for you; they can also include tasks with the work order. See Selecting work order templates.
  7. In the Summary field, enter a brief description.
  8. In the Work Order Type field, enter a type (for example, General).
    You can classify work orders as General or Project, depending on the needs of your organization. This classification allows you to narrow the scope of work orders shown in the Work Order Console by using Filter By > Defined Searches > Work Order Type, or by setting an Application Preference. 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.
  9. 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.
  10. (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.

    Items in the list are retrieved from the Atrium Service Catalog.
    Selecting a service CI automatically performs the following actions:
    • Updates information in the Product Categorization area of the Categorization tab of the work order, based on the categorization of the service CI. You can modify the Product Categorization values later.
    • Relates the service CI to the work order as a "Related to" association type.
      After it is established, you cannot delete the association from the Relationships tab. However, you can clear the business service from the Service field and save the record to delete the association.

      Note

      Some CI types are virtual, while others are physical. The Business Service CI type is an example of a virtual CI. In this context, a business service can be provided from one business or organization within a business to another. Business Service CIs can include customer support, employee provisioning, server farms, storage, and so on.

      The business service selected by a requester in response to a question takes precedence over a business service specified in the Work Order template or in the SRD. (The business service specified in the SRD takes precedence over a business service specified in a Work Order template.).

  11. 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.
    For more information about service context, see Using BMC Atrium Service Context.
  12. Enter values for the fields in the Request Assignee section.
    Alternatively, 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 Master permission or the Work Order Assignee role.
    • Auto Assign assigns the work order according to the rules in the Assignment Configuration form.
  13. Select the Priority to identify the importance you (as support staff) assign to the work order.
    Priority indicates the relative order in which work orders should be addressed, and is influenced by considerations of risk and resource availability. The Priority field value is shown in work order notifications. The default value is Low. 

    Notes

    For a work order that automatically creates a service request, notifications from the service request include a default value of Medium for Impact and Urgency. The work order Priority value is not shown.

    Work order notifications include the work order Priority value, but not the Impact and Urgency values from the service request.

    For more information, see Creating requests from fulfillment applications.

  14. (Optional) From the Vendor Group menu, select the vendor.
  15. If the vendor's ticket number is available, type it in the Vendor Ticket Number field.
  16. Click Save.

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