This documentation supports the 9.1 version of Service Request Management.

To view the latest version, select the version from the Product version menu.

Assigning work orders manually

If an automatic assignment definition was not created for a work order, the work order must be assigned or reassigned manually. Only persons with the functional role of Work Order Assignee or Work Order Manager can assign (or be assigned to) work orders. The assignee is notified of work order assignments by email or pager. By default, all open work orders assigned to you are listed in the Work Orders table in the Work Order Console.

The work order assignee must ensure that the assignment is correct. If the assignment is not correct, the work order manager can reassign the request.

This topic provides the following information: 

Notes

  • The individual you assign as Request Manager must have the functional role of Work Order Manager. 
  • The individual you assign as Request Assignee must have the functional role of Work Order Assignee or Work Order Manager. 
  • If you only specify the Support Group Name, at least one member of that support group must have the appropriate functional role (Work Order Manager for Request Manager, and Work Order Assignee or Work Order Manager for Request Assignee.)

To assign work orders manually

  1. From the IT Home Page, choose Service Request Management > Search Work Order, and click Search.
  2. Select the work order.
    Based on the default configuration and requester information in the work order, certain fields might already be filled.
  3. To assign a Work Order Assignee, do one of the following: 
    • Select the appropriate options from the Support Group Name and Request Assignee fields in the Request Assignee section.
    • 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.
  4. Click Save.

To reassign a work order

  1. From the IT Home Page, choose Service Request Management > Search Work Order, and click Search.
  2. Select the work order from the search results.
  3. On the work order form, select the assignee to whom to assign the work order.
  4. Click Save.

Related topic

Configuring work assignments

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