Goals
- Add a generic Work Order functionality to allow for one-time Orders that do not create or manage Services.
Background and strategic fit
Work Order is required to expand PCR-360 into Facilities Management.
Assumptions
- Scheduled Maintenance will be done using the existing Custom Events and Incidents functionality. Additional scheduling requirements will be analyzed for a later release.
Requirements
| # | Title | User Story | Importance |
|---|---|---|---|
| 1 | Table | New database table for Service Desk Work Order [SERVICE_DESK_WORKORDER] to store Impact, Service Catalog, Location, SDC and Task Details. This new table will mimic the relationship between Service Desk and Service Desk Incident. | Must Have |
| 2 | Form | Using the Standard Service Desk form with the addition of a new tab called "Work Details". The "Work Details" tab will have fields for Service Catalog, Location, Reference, and a Details text area. | Must Have |
| 3 | Grid | The Work Order grid will reside under Main > Service Desk > Work Order with standard SD grid columns/buttons. | Must Have |
| 4 | Add Work Order to "My Service Desk" | Users need the ability to see their assigned Work Orders and Workflows on Work Orders. Work Order information will be included on the "Service Rep", "Workgroup" and "Assigned Workflow" Reports. | Must Have |
| 5 | Printout | Standard Service Desk Printout adding Work Order specific fields. | Must Have |
| 6 | SDC Selection | SDC revisions to allow Work Orders. | Must Have |
| 7 | Rename Order to Service Order | Any UI reference to Order will be renamed to Service Order. This includes menu, forms, grids, etc. | Must Have |
| 8 | Add Work Order to Service Desk Archiving. | Users need the ability to Archive Work Orders, the same as any other Service Desk Items. | Must Have |
| 9 | Import Work Orders | Users need the ability to Import Work Orders from a file. | Must Have |
| 10 | API for Work Order | Allowing customers to enter Work Orders via the API (from third party applications). | Nice to Have |
| 11 | CustomerCenter Work Order | Customers need the ability to see Work Orders on the CustomerCenter Request Tracking page. | Nice to Have |
| 12 | Add Work Orders to Calendar | Work Orders should be displayed on the integrated PCR-360 calendar, the same as other Service Desk types. | Nice to Have |
User interaction and design
Questions
Below is a list of questions to be addressed as a result of this requirements document:
| Question | Outcome |
|---|---|
| Will Scheduled Maintenance be part of the Work Order Changes? | No, since this is already possible with PCR-360. Instead PCR will provide instructions on the Wiki to accomplish the desired maintenance schedules. |
| Can an Estimate convert to a Work Order? | Not at this time. If this is a requirement we can explore it in a later release. |
| Will customers be able to submit a Work Order Request in CustomerCenter? | Customers will need to use a "General Request" to submit a work order request. This will show up as an Inquiry on the Back End, which will need to be converted to a Work Order. |
| Will we provide an option to convert Work Orders to Service Orders similar to the Estimate generating Orders. | No. A Service Order "Task" could be created for the tech. If an Action is then needed it can be created on the Same Order. |
| Can Service Orders and Work Orders be imported using the same file? | No. |
| What is the definition of "Service" in the context of Work Orders? | The wiki needs to be updated to reflect the additional meaning of the word "Service" in PCR-360. Service can now mean a type of work, or Service, provided by the Organization. |
Not Doing
- An option to convert Estimates to Work Orders
- An option to convert Work Orders to Service Orders similar to the Estimate generating Orders.