This documentation supports the 9.1 version of Service Request Management.

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

Overview of the Work Order form

The Work Order form is used to manage a work order and track its progress from initiation to completion. Work Order Management can be defined to fulfill service requests, similar to the other fulfillment applications. The Work Order form is also used to assign tasks to different support groups.

Before you begin searching, creating, or modifying information in the Work Order form, you must understand the information relationships among the different areas of this form.

First, you must create assignment mappings to assign a work order to a support group, to an individual, or to both. An individual in the support group must assume the functional role of Work Order Assignee. Assignment mappings can be created for work order assignees. For information about functional roles and assignment mappings, see User access to application consoles and functions and Configuring work assignments.

A work order can result due to an incident, a modification to a configuration item, or a known error correction as a result of problem investigation.

Reviewing work orders in the SRD architecture model

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