Creating Work Orders
Overview
A Work Order is a record used to track and manage the execution of tasks that are part of a service or operational workflow.
When a client logs a request a new work order is created.
- The work order ID is automatically generated by the system.
- WO can be created with a template or without a template.
- Saved on completion of the WO.
- The initial status of the work order is set to Assigned.
The status of a work order indicates the current position of the work order in its life cycle.
Key Features of a Work Order
Work Order Details
- Dates: Include start and completion dates.
- Status: Track the status of the work order.
Relationships
- Link related Work Orders: Connect related tasks to create a comprehensive job history.
- Link Assets: Attach specific assets involved in the work order for easy reference.
Attachments
- Attach Documents: Add supporting documents such as manuals, drawings, or specifications.
- Attach Signatures: Include electronic or scanned signatures for approvals or acknowledgments.
Comments/Notes
- Add Comments: Log any updates, changes, or observations related to the work order for team communication.
Creating Work Orders
While creating a work order, you can classify the work order as General or Project to narrow the scope of work orders shown in the Work Order console. 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.
When you create a new work order, you record the customer's name and company, and a summary of the work to be done. The work order ID is automatically generated by the system. The initial status of the work order is set to Assigned. To move the work order from Assigned status to its next status, you must enter information in the required fields.
Follow these steps to create a work order without a template
On the menu bar, select Create New > Work Order.
On the Create Work Order screen, type the customer name, email ID, or corporate ID in the Customer field. As an alternative method, you can click inside the Customer field and the customer names are displayed.
The Company field is populated based on the customer that you select.
(Optional) Enter your contact's name, email ID, or corporate ID in the Contact field.
To create a customer or contact when you do not find a matching record, click the button next to the respective fields. In the dialog box that appears, enter details and click Save.
You must have one of the following permissions to create a customer or contact: Work Order Submitter, Work Order User, or Work Order Master. Also, you must have the Contact Organisation Admin or Contact Support Admin permission to access the Login ID field when creating a new customer or contact.
In the Summary field, enter a brief summary.
(Optional) In the Description field, enter a brief description.
To attach a file to the work order, click Attach Files. If you want to delete attached files, select the attachment and click Delete.
Select the Priority to identify the importance that you (as a support staff) assign to the work order.
The Status field is automatically populated with Assigned status. You can select and change the status from the list, if required.
(Optional) In the Service field, select a service to relate to the work order.
You can enter part of the service name in the field to see a list of matches.
(Optional) Enter information about the Operational category and Product category. You can also select the operational and product categories of a different company.
Click the Browse link to select the categories. The system displays the lists for each category from which you can select a value.
(Optional) Select a scheduled start and end date. When the work order is assigned, the assigned person or group can specify the actual start and end date.
You need not enter values if the assignments are already set, unless you want to change them and you have the permissions to do so.
Click Save ticket.
Follow these steps to create a Work Order with a Template
On the BMC Helix ITSM menu bar, select Create New > Work Order.
On the Create Work Order screen, type the customer name in the Customer field. You can search for a customer or a contact by using name, email, or Corporate ID.
The Company field is populated based on the customer that you select.
In the Work order template field, start entering the name of a template to see suggestions.
If you do not know the template name, click the Browse button to find the available templates.
(Optional) In the Select template dialog box, select a template to populate the work order field information from the selected template.
The contents of the template are applied to the work order.
You can make changes to any of the fields that are auto filled by the work order template, if required.
Click Save ticket.
To create a work order from the Smart Recorder screen
Smart Recorder uses a free form text entry field to help you focus on what the customer is saying, instead of filling out fields in a structured form. This way of creating a ticket helps you to capture information in real time, directly from the customer and in their own words. Smart Recorder helps you to create tickets of all kinds more quickly and with greater accuracy.
This video (3:38) gives you a quick introduction to the Smart Recorder.
With the Smart Recorder, you can create work orders and manage all needed information by using a single-field interface optimized for creating and handling tickets quickly and effectively. When you receive a call from a customer, you can immediately identify the people, assets, tickets, services, outages, and knowledge articles related to the customer's issue. Based on the captured details, you can create work orders in Smart Recorder.