Creating work orders

Work Order is created to fulfill service requests, similar to the other fulfillment requests. It can be created for an incident, for the modification of a configuration item, or to correct a known error, which is created while doing a problem investigation. You can assign Work Orders to different support groups. 

This topic describes how to create a work order.



Related topics

Overview-of-ticket-creation

Creating-a-ticket-from-the-Create-New-menu

Handling-tickets-dynamically-with-Smart-Recorder

Resolving-tickets-with-the-help-of-Knowledge-articles-using-Smart-IT


To create a work order without a template

The following procedure describes the basic steps for creating a work order without a template:

  1. From the menu, select Create New > Work Order.
  2. On the new Create Work Order screen, type the customer name in the Customer field.
    The Company field is populated based on the customer.
  3. (Optional) Enter your contact's name, email ID, login ID in the Contact field.
  4. In the Summary field, enter a brief summary.
  5. (Optional) In the Description field, enter a brief description.
  6. Select the Priority to identify the importance you (as support staff) assign to the work order.
  7. (Optional) In the Affected Service field, select a service configuration item (CI) to relate to the work order. 
    You can enter part of the service name in the field to see a list of matches.
  8. The Status field is automatically populated with Assigned status. You can select and change the status from the drop-down menu if required.
  9. (Optional) Enter information about the Operational and Product categorizations. You cal also select the Operational and Product categorizations of a different company.
  10. (Optional) Select a Schedule start and end date. After working on the work order the assigned person or group can put the actual start and end date.
  11. select values for Support Group Name and Request Manager. You do not need to enter values if the assignments are already set unless you want to change them and you have the permissions to do so.
  12. Click Save Ticket.


To create a work order with a template

  1. From the menu, select Create New > Work Order.
  2. On the new Create Work Order screen, type the customer name in the Customer field.
    The Company field is populated based on the customer.
  3. In the Work Order Template field, start entering the name of a template to see suggestions. Template names are case-sensitive.
    If you do not know the template name, click the Browse All Templates button to find the available templates.
  4. (Optional) In the Select Template dialog box, click the name of a template. 
    The content of the template appears in read-only mode. Viewing a template enables you to see its assignments, its task and task group templates, and other features.
    Template.jpg
  5. Click Save to populate the work order field information from the selected template.
    The contents of the template are applied to the work order. 


To create a work order from Smart Recorder screen

With the Smart Recorder, you can create work orders and manage all needed information on the fly. When you receive a call from a customer, you can immediately identify the people, assets, tickets, services, outages, and knowledge articles related to the current issue. Based on the captured details you can create work orders in Smart Recorder.

For more information, see Handling-tickets-dynamically-with-Smart-Recorder.

 

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