Work Order Auto Generation Module

Overview

The Work Order Auto-Generation Module enables the system to automatically create a Work Order when an Incident is logged, based on predefined configuration rules. This eliminates manual work order creation and ensures consistent handling of incidents for specific companies and support groups.

There is a handshaking between the Incident and the Work Order modules.

The module is rule-driven and only triggers when a valid configuration exists and is enabled.

Many companies use incidents as the primary driver for all repair and installation services executed. Since the BMC Field Service management was designed to work on work orders, the need for this module arise. This module will accomplish the use of incidents to drive Field Services, using work orders.

Business Purpose

Automatically convert qualifying incidents into work orders
Reduce manual intervention and human error
Enforce company and support-group-specific operational rules
Ensure standardized work order creation using templates

High Level Flow

An Incident is created in the system
The system performs a rule lookup based on:
- Company
- Support Group
If a matching enabled rule exists:
- The configured Work Order Template is applied
- A Work Order is automatically created
If no rule exists:
- No work order is generated

Configuration Dependency

The auto-generation functionality will not work unless a configuration (rule) is correctly set up.

Key dependencies:

Rule must be Enabled
Rule must match the Company and Support Group of the Incident
A valid Work Order Template must be linked

Rule Scope and Targeting

Rules can be configured at different levels:

Company-Specific

Rule applies to all support groups within a company

Support Group-Specific (Recommended)

Rule applies only to a specific support group within a company

Provides finer control and prevents unintended work order creation

Required Rule Configuration Fields

The following fields must be documented and configured for the rule to function correctly:

Rule Status

Status must be set to: Enabled
Disabled rules are ignored by the system

Creation Action

Define a Creation Action Name
Specifies what action the rule performs

Parent Form

Select the parent form:
- Incident
- Work Order
For auto-generation, Incident is typically used

Company Selection

Select the Company the rule applies to

Support Group Selection

Select the Support Group
The selected support group:
- Is stored in the configuration
- Is used as the lookup field when an incident is created

Important:
If the support group is not selected correctly, the lookup will fail and the work order will not be generated.

Work Order Template

Mandatory field
The auto-generation process uses this template to:
- Populate work order details
- Ensure consistent structure and data

Lookup Logic Explained

When an incident is created, the system performs the following checks:

Identify the Company on the Incident
Identify the Support Group on the Incident
Search for an Enabled Rule matching:
- Company
- Support Group
If found:
- Apply the linked Work Order Template
- Create the Work Order
If not found:
- Stop processing
- No Work Order is created

Key Notes and Constraints

Rules are not global by default
Each company/support group must be explicitly configured
Missing or disabled rules will result in no auto-generation
Proper documentation of rules is critical for support and troubleshooting
Processing of the transaction can take up to a minute to complete

Example Scenario

Step By Step procedure on the midtier – Creating a Rule for and Incident to Autogenerate a work order.

Step 1: Assuming you have already created an incident that has to auto generate a work Order, select the FSM Work Order Auto Generation tab and then select the Work Order Auto Generation Rule tab:

Step 2: You will be redirected to the Work Order Auto-Generation Rule Configuration form. Click on the “New Request” button

Step 3: You will be redirected to the Work Order Auto Generation Rule Configuration new request view.

Change the status field radio button to “Enabled”, Define the Creation action of your rule e.g. Field Services North Carolina. Select the Parent Form e.g. HPD:HelpDesk.

Select the Company in which the rule will apply to.

On the Actions tab select if this should be the rule for all support groups or not.

Select the If a relationship should be created between the incident and the auto generated Work Order, and optional Relationship text.

Select if a transfer order should be auto created by the rule.

Select if a CI relationship should be created and add an optional CI relationship text.

Select If a Work Order relationship to the incident should be created and add optional relationship text:

Step 4: Click on The WO Template to choose a template for the work order that will be automatically generated.

The support group you select on the table will be displayed in full details on the panel next to the table.

When all that is done you may click on the save button to Save the Rule you created. This same procedure is followed when creating a Rule to Auto generate an Incident when a work order is created.

Step 5: Create an incident with a company and support group that has an enabled Work Order Auto Generation Configuration Rule.

Step 6 (Work Oder generation main Search): Navigate to the Work Oder Generation Main Search tab on your view applications list.

Step 7: Search using the Incident number of the created incident Search on the form to see if the incident created automatically generated a Work Order by clicking the Search button after the incident number had been filled in.

Step 8: Once the Auto generated Work Order has been created. Navigate to the Status Mapping Search tab

Step 9: Search For status translation or create one.

Creating a Rule for and Incident to auto generate a work order

Step 1: Navigate to the settings icon and Expand the Work Order Generation tab on the side menu then select the Work order Auto Rule View

Step 2: Create a rule to auto generate a work Order for a specific company and support group. Once the rule is created it can be saved and be reviewed.

Step 4: Once the Rule created, navigate to Work Order/Incident Status Translation view to set or review the status translation between the incident created as well as the auto generated work order

Step 5: Assuming that an incident has been created with respect to the rule, navigate to the Work Order Auto Generation Log view to review the auto generated incident

Calbro Services

Company: Calbro Services
Support Group: All
Rule Exists: Yes

Result:

Incident is created
System finds a matching rule
Work Order is automatically generated using the configured template

Apex Global

Company: Apex Global
Support Group: Any
Rule Exists: No