---
title: "Work Order Details"
slug: "work-order-details"
updated: 2025-12-23T11:53:28Z
published: 2025-12-23T11:58:41Z
canonical: "help.symphonysummitai.com/work-order-details"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Work Order Details

You may need to create a task for another Workgroup in order to resolve an Incident or Service Request (SR), these are called Work Orders IM. You can create new Work Orders and assign them to the appropriate Workgroups.

### View Work Order Details

To view the Work Order Details page, perform the following steps:

1. Navigate to **Incident** > **User** > **Manage Incidents** > **Work Order List**. The **Work Order List** page is displayed.
2. Click the desired **Work Order ID** hyperlink. The **Work Order Details** page is displayed.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/1(18).jpg)

Figure: Work Order Details page

| **Field** | **Description** |
| --- | --- |
| Caller Name link | Click the Caller Name link to display information about the Caller. You can view general details and additional information about the Caller. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/2(19).jpg) Figure: Caller Details pop-up |
| Department | List displays the configured Department names based on the access rights of the logged in user. Select a Department from the list. |
| Log Time | Indicates the date and time on which the Work Order was created. The date format used is yyyy/mm/dd h:mm:ss AM/PM |
| Symptom | Displays the details about the symptoms for the Work Order. |
| Description | Displays the brief description about the Work Order. |
| Attachment | Specifies any reference file path to add as an additional reference material. You can also click **Upload** icon to choose an appropriate file to attach as a reference document for a Work Order. |

> [!NOTE]
> Note
> 
> Similarly, you can create Work Orders for Service Requests. Select **Request** > **User** > **Manage Service Requests** > **View Service Request List**. Select the Service Request for which you want to create the Work Order by clicking it. Under the **RELATIONSHIP** tab, select **Create** > **Work Order**.
3. Type in the other required fields under the **GENERAL, COMMUNICATION, RELATIONSHIP, ADDITIONAL INFORMATION, ORCHESTRATION** tabs. For more information about the fields under these tabs on the **WORKORDER ID** page, see Field Description.
4. Click **SUBMIT**. A new Work Order is created.

> [!NOTE]
> Note
> 
> Work Orders are auto-created or canceled if the Category of the Work Order is changed.

### Field Description

**General**

You can record the general details about the Work Order under the **General** tab. You can provide details, such as Workgroup, assigned Analyst, commitment deadline, and so on.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/ge.jpg)Figure: General Tab

The following table describes the fields under the **GENERAL** tab of the **WORK ORDER ID** page:

| **Field** | **Description** |
| --- | --- |
| **CLASSIFICATION** |
| Classification | Lists the various Classifications under which the Work Order is considered for resolution. To select the Classification, click the **Search** icon. The **Classification** page is displayed. You can use the **Expand** icon to view the sub classifications in the Classification tree. Select a Classification that you want to associate with the Workorder. |
| Category | Indicates the Category under which the Workorder is considered for resolution. To select the Category, click the **Search** icon. The **Category** page is displayed. You can use the **Expand** icon to view the sub categories in the Categories tree. Select a Category that you want to associate with the Workorder. |
| Priority | Select the Priority of a Work Order. |
| **ASSIGNMENTS** |
| Assigned Workgroup | Lists the Workgroup defined for a Tenant. Select a Workgroup from the list to which you want to associate the Work Order. |
| Assigned To | Lists the Analysts associated with the selected Workgroup. Select a team member to whom you want to assign the Work Order for providing the resolution. |
| Pending Reason | Select the pending reason for the Work Order. |
| Response OLA | Displays the Response OLA date and time. **Deadline**: Displays the response date and time that is calculated based on the Priority details of a Work Order. **Actual**: The time is updated automatically in this field, whenever a Work Order is assigned to an Analyst. **Violation**: Displays the OLA status for response time as violated or not. - OLA Violated = Yes - OLA not Violated = No |
| Resolution OLA | Displays the Resolution OLA date and time. **Deadline**: Displays the resolution deadline in terms of date and time, which is calculated based on the Priority details of a Work Order. **Note:** If you change the status to *Pending* the date and time values are cleared. The OLA clock stops when the Incident status is changed to *Pending*. **Actual**: Displays the resolution date and time of a Work Order, whenever the status of the Work Order is changed to *Resolved*. **Violation**: Displays the OLA status resolution time as violated or not. - OLA Violated = Yes - OLA not Violated = No |
| **SOLUTION** |
| Solution text box | Allows you to type in the details of the solution for resolving the Work Order while specifying the Status as *Resolved*. |
| Closure Code | Lists the Closure Codes defined for the Tenant. Select a Closure Code that you want to associate with a Work Order from the list. |
| Mail to User | Select this check box if you want to send a mail to the End User about the status update of the Work Order. |
| **EFFORT ESTIMATION** |
| Efforts | Specify the efforts in days, hours, and minutes spent while resolving a Work Order. For each change in status, Workgroup, assigned Analyst, you must type in the effort details in terms of **Days**, **Hours**, and **Minutes** fields. |
| Remarks | Type in your remarks or comments about the specified effort time. |

**Communication**

Under the **COMMUNICATION** tab, you can share the user communication with the End User as comments. The **Private Log** information is shared with the other team members or the members of other Workgroups through an e-mail.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/c.jpg)

Figure: COMMUNICATION tab

| **Field** | **Description** |
| --- | --- |
| **COMMUNICATION** |
| User Communication | Type in the Work Order information that you want to share with the End User. |
| Private Log | Type in the Incident information that you want to share with other members of your team or the members of other related Workgroups. |
| Attachments | Upload any files. Maximum size allowed is 4MB. |

**Relationship**

You can link Incidents, Change Records (CRs), Problem Record (PR), Configuration Items (CIs), Asset, Portfolio, and Purchase Request to Work Order under the **RELATIONSHIP** tab using the **Link** drop-down list. You can also create new Incidents or Purchase Request and link them to the Work Order using the **Create** drop-down list.

### To link any module to a Work Order:

Click the module name in the **Link** drop-down list. The **RELATIONSHIP** pop-up page is displayed.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/rel.jpg)Figure: Relationship pop-up page

1. Enter the required details and click **SEARCH**.
2. Select the record to be linked and click **LINK**.
3. The linked record is displayed under the **RELATIONSHIP** tab.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/res.jpg)Figure: Relationship Tab

> [!NOTE]
> Your title goes here
> 
> If you link a Configuration Item, for which the SOP is configured, you can view the SOP details by clicking ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/workorderdetails.doc-image-2j70vw1k.jpg) on the SOP icon. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/workorderdetails.doc-image-zp4wrdlu.jpg)Figure: SOP Template

## WO Change History

To view the WO Change History, click on the history icon ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/change history icon(1).png) on the Action panel. WO Change History popup is displayed.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/WO History.png)Figure: WO - Change History

History popup displays the changes pertaining to the WO fields, WO Effort and Mail History.