Creating work orders

Before you begin

Operational and Product categorizations are not configured and shipped for work orders. You must modify the records in the Operational Catalog Setup and Product Catalog Setup forms if you intend to use them with work orders. For more information, seeConfiguring product catalog information.

To create a work order without a template

1. On the BMC Helix ITSM menu bar, select Create New > Work Order.
2. 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.
3. (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 Organization Admin or Contact Support Admin permission to access the Login ID field when creating a new customer or contact.
   
4. In the Summary field, enter a brief summary.

5. (Optional) In the Description field, enter a brief description.

   Important

   When you enter any URL in the Description field, make sure you enter a space before the beginning of the URL.
   For example, DirectFedAuthUrl= https://idw.in.safeid.com/auth.

6. To attach a file to the work order, click Attach Files. If you want to delete attached files, select the attachment and click Delete.
   
   
   
   
7. Select the Priority to identify the importance that you (as a support staff) assign to the work order. 
8. The Status field is automatically populated with Assigned status. You can select and change the status from the list, if required. 
9. (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.
10. (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.
11. (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.
12. 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.
    • If you have the Work order assignee role, you can view the values for the Assignee support group and Request assignee.
    • If you have the Work order request manager role, you can view the values for the Assignee support group, Request assignee, Manager support group, and Request Manager .
    • Click the Browse link to filter support company, support organization, support group and assignee.

    • To assign a work order to yourself as an assignee or a manager, click Assign to me. The following table describes when you can assign a work order as an assignee or a manager, based on functional role and permissions:

      Permission	Functional Role	Able to access Assign to me button for....
      Work Order Master	Work Order Manager	both Assignee and Manager
      	Work Order Assignee	only Assignee
      Work Order User	Work Order Manager	both Assignee and Manager
      	Work Order Assignee	only Assignee
      	No Functional Role	Buttons not available for either Assignee or Manager

      For more information, see Assigning work orders.

13. Click Save ticket.
    

To create a work order by using a template

1. On the BMC Helix ITSM menu bar, select  Create New > Work Order.
2. 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.
3. 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.
4. (Optional) In the Select template dialog box, select a template.
   
   
   
   
5. Click Select template to populate the work order field information from the selected template.
   
   
   
   
6. The contents of the template are applied to the work order. 
7. You can make changes to any of the fields that are auto filled by the work order template, if required.
8. 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. 

The following video (3:38) gives you a quick introduction to the Smart Recorder.

https://youtu.be/FsFP6WmG_PA

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.

To create a work order by using email

You must have Service Request Master, SRM User, or SRM Submitter permission to create a work order request by using an email. The following procedure provides only general information for creating a work order by using an email. If your email feature is configured differently, contact your administrator. For more information about configuring the Email Rule Engine, see Configuring the Email Rule Engine in BMC Helix ITSM documentation.

1. Open your email editor and create a new email message.
2. In the To field, enter the email account that is registered with the Email Engine to receive and generate application requests.
3. Complete the Subject field and the body text of the email according to the rules configured by your system administrator. 
   If global rules are used and no custom rules are defined, add WO: in the Subject field. Check with your system administrator for defined custom rules. 
4. If you have an attachment, add it to the email message.
   The system adds attachments to the Work Information form. If you add multiple attachments, the system creates a zip file and adds it to the Work Information form.
5. Click Send.
   If AI Service Management (Categorization and Classification) is configured for your email system, a relevant template is applied to the work order. Also, if your email system is configured to send acknowledgments, you receive a confirmation message containing the work order ID.

Instructions for classic interfaces

To filter knowledge articles

While working on an work order ticket, the ticket assignee can pin the knowledge articles that they found useful for resolving the ticket. You can view the pinned knowledge articles to understand how the ticket was resolved by the ticket assignee.
The filter also appears in the BMC Helix ITSM ticket preview.

Use the appropriate filter in the Recommended knowledge section under the Resources tab based on your requirement: