Work Order - Requirements

Target release	2019.7
Epic	PCR360-737
Document status	IN PROGRESS
Document owner	David Engblom Rob Alber
Last Updated	27 Mar 2019

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.