Service Desk Work Order Grid example

Overview

Work Orders are a special type of one-time Order, that does not create or manage (2022.1) Services. Work Orders follow the same process workflow as (2022.1) Service Orders.

From the Main > Service Desk > Work Order grid, a User is able to view the Assigned Workers, Completed Workers, Assigned Workgroups, and Completed Workgroups related to each item.

Creating a Work Order

Add New Work Order Form example

When a User clicks the Add button on the Work Order grid, they open the Add New Work Order form.

Required Fields

SD Type - This required input is automatically set and filled to Work Order when a User creates a new Work Order.
Source - This field will denote the original source of the Request or Service Order. System defaults are Web and Email. Additional (2022.1) List Values can be added by an Administrator to the Type 'SD_SOURCE'. For example, Phone, Tech, Quick Tick, Fax, Text, etc.
Status - The status of the Work Order determines the following actions.
- Pending - The Pending Status is the initial status of any newly created Status.
- Complete - When all Workflow is marked complete, the Work Order can be marked Complete. Sets form inputs and most of the tabs to read-only. Order is awaiting Finalization.
  - Finalized - Sets remaining tabs; Workflow, GLA, Charges, and Labor as read-only.
- Hold - Work Order is waiting for further action.
- Void - Work Order has been determined to be invalid or no longer needed.
Service Rep - Assignment of the Service Representative who created or was assigned the Work Order.

Optional Fields

Associated Problem/Project - Work Orders can be associated to (2022.1) Problems or Projects.
Service Catalog - Work Orders are restricted to only using (2022.1) Service Catalogs with a Service Type of Task. Once saved, this can not be changed.
- When a Catalog is selected, default Charges and Equipment will be loaded onto the Charges and Equipment tabs when saving the Work Order.
- If the Selected Catalog has Location Required then the Location field becomes Required for the Work Order.
Location - The User can define a Location for the Work Order to occur at.
SLA - The User can define a Service Level Agreement for the Order to follow.
- SLA (if empty) should be set from the SDC when the SDC is set. It would pull from the SLA Time Specifications grid on the SDC form. Use Default SLA if more than one SLA record is specified.
- SLA (if empty) should be set from the Contact OR Department Hierarchy if it has a "Default SLA" set on it.
Due Date - Can be set when both the SLA and SDC fields are present as we need to match on both records to get the correct time specification.
Urgency - Based on the SLA time specification.
SDC - The User can define a Service Desk Classification to auto-populate Charges, (2022.1) Equipment, and Workflow details. Once saved, this can not be changed.
Details - The User can input all the details for the Work Order here.

Editing a Work Order

In the image of the Work Order form above, consider the tabs displayed immediately below the input fields in the data entry form. By accessing these tabs, Users can initiate the process of fulfilling the Work Order by adding specific Workflow actions, applying Billing procedures, and a number of other critical functions. The tabs associated with Work Orders are Equipment, Workflow, Contacts, GLA, Charges, Labor, Activity/Remarks, Email Thread, Attachments, and User Defined Fields .

How to Remove Equipment Using a Work Order

Work Orders have the ability to Remove (2022.1) Equipment from a Location using the Remove action. The Owner of the Equipment must be specified on the Work Order, otherwise, no Equipment will be available for selection. After filling out the Required fields and saving the Work Order, navigate to the Equipment tab and click the button to open the 'Manage Service Desk Equipment' form.

NOTE: There may be restrictions on Equipment based on the Equipment's Owner

Select 'Remove' as the Action type, pick the Equipment getting removed, fill out any outstanding Required fields, and save the entry. Upon completion, the Equipment is moved from the 'Current Location' to the 'To Warehouse'. If there are charges assigned to that piece of Equipment, they will be stopped as of the Finalized Date.

Completing a Work Order

The extent to which a Work Order's tabs and data input fields are utilized is ultimately up to the Work Order's Service Rep to determine. At any point in the Order process, a Service Rep or fellow User can change the Order's Status from Pending – the default Status – to Complete, Hold, or Void. When the Work Order is saved, even if an Order is deemed Complete, it will remain on the Work Order grid for further reference or potential re-visitation.

If a Work Order is deemed Complete, or anything other than Pending for that matter, all parties, including the Requestor, Service Rep, or anyone listed under the Workflow, or Contact/Owners tabs, will be notified of the status change automatically. The Work Order's completion will be reflected in relevant parties' (2022.1) My Service Desk and Dashboard portals.

When a Work Order is completed, all Workflow must be complete. After completion, more Workflow, Charges and Labor can be added if necessary, but these must be completed before changing the Order status to Finalized.

Finalizing a Work Order

When a Work Order is finalized, the Finalized status locks all fields and grids on the form and prepares the Work Order to be Billed.

Once an Order is finalized it is ready to be Billed. The next time a Bill is generated any finalized Orders will be included in that bill; indeed, the Order's Status is automatically updated to Billed. This represents the final Status for most Orders.

Note: Once a Service Desk Item's Status is set to "Complete" or "Finalized", PCR cannot and will not roll back this action. PCR can roll back the database as an extreme measure, but this should be thought of as a last resort. Think of this process like baking a cake. Once all of the ingredients are mixed in, and you bake the cake, when you pull the cake out of the oven, you can't go back and remove the eggs from the cake.

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