Overview of work orders

When a user creates a service request, depending on the type of the service request, work orders are created either automatically or by a work order manager to complete the backend fulfilment work that is needed to complete the service request. More than one work order can be created for one service request. The work order manager can divide a work order into tasks and can assign each task to different assignees. Work orders can also be assigned to different support groups.

For example, to fulfil a service request, a work order manager can create a work order as a related record for an incident, the modification of a configuration item, or for correcting a known error.

Work order life cycle

The status of a work order indicates the current position of the record in its life cycle. You can configure the application to send out notifications during status transitions to alert users that certain events have occurred.

The following table describes the different status values in the work order lifecycle. When you change the status of a work order, you can include a status reason. Status reasons are available for some work order statuses, but not all. For more information about work order status, see Work-order-status-transitions.

Status	Description
Assigned	Initial status, or user saves a draft of the work order. This status can have two status reasons: Initial status: Default assignment value for new work orders Awaiting Request Assignee: The Request Assignee is still to be assigned
Pending	The Pending status might be due to any of the following reasons: The work order assignee or Request Manager needs additional information. Indicates whether an error occurred for some reason, for example, inaccurate data. Service request is created with an error. No work order is created. The work order can be in Pending status due to any of the following status reasons: Client Hold: Client has asked the service desk to temporarily stop working on the work order. Client Additional Information Requested: The client needs to provide some information Client Action Required: Awaiting some action from the client Support Contact Hold: The agent assigned to the incident request is currently working on other work orders or is awaiting response from someone in a second or third tier support group. Local Site Action Required: Waiting for some type of action to be taken at the location where the work order was created. Purchase Order Approval: A purchase that requires approval is needed to move the work order to the next status. Supplier Delivery: Awaiting the delivery of a good or service from a supplier before the work order can be moved to the next status. Third Party Vendor Action Reqd: Awaiting an action from a third-party vendor before the work order can be moved to the next status. Infrastructure Change: The work order cannot move to the next status until an infrastructure change occurs
Waiting Approval	If work order approvals have been implemented, this status indicates that the work order has been submitted and is pending for approval. Work order approvals are not implemented out of the box.
Planning	A work order is created, but the work has not started.
In Progress	The work order is being implemented.
Rejected	If work order approvals have been implemented, this status indicates that the approver has rejected the work order. Work order approvals are not implemented out of the box.
Cancelled	The service request associated with this work order was cancelled, or the work order was cancelled.
Completed	When the last task on a work order is closed, the status of the work order is automatically set to Completed. When all tasks are set to closed with the reason as successful, the work order status reason is Successful. If any one of the tasks is closed but is not successful, the work order status reason is set as Successful with Issues.
Closed	The following descriptions can apply: Closed without any issues Closed but with some issues Closed by the system after the service request was retained in Completed status for 15 days Note: Users with one of the following permissions can modify a closed work order: Work Order Submitter Work Order User Work Order Master

Work order notifications

When a work order moves to a new status (for example, Pending or In Progress), the application generates notifications. Based on their group or role, users might receive notifications during various work order lifecycle stages.

WO Notification.gif

The Manager and Assignee groups receive notifications when they are assigned a work order, if no individual is assigned in the group.

Important

If you have both BMC Service Request Management and BMC Helix ITSM installed, notifications to end users from fulfillment applications such as Incident Management, Change Management, and Work Order Management are disabled so that users do not receive multiple notifications during the fulfillment process. For example, end users should only get notifications from service requests that they submit, not from work orders generated on the back end. Notifications to the work order manager and assignee are sent as usual.

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For information about work order management user roles, see Product-overview.

Who can assign a work order?

Only persons with the functional role of Work Order Assignee or Work Order Manager can assign (or be assigned to) work orders.

What is the responsibility of a work order request manager?

The work order request manager is responsible for the quality and integrity of the work order management process.

What is the responsibility of a work order assignee?

Work order assignees are responsible for planning and implementing assigned work orders.

Do you want to learn more?

When you're ready to get started, see Managing-work-orders.