Work Order List

Updated on 04 Aug 2025
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You can view the list of Work Orders assigned to you and your Workgroup. You can filter the Work Orders based on the Tenant, status, and Workgroup.

View or update Work Orders:

To view or update Work Orders, perform the following steps:

Navigate to Incident > User > Manage Incidents > Work Order List.
The Work Order List page is displayed.
On the Work Order List page, you can view all the Work Orders that belong to your Workgroup. You can search for the Work Orders using the Filters icon on the ACTIONS panel.
You can view the list in Tabular view or Tile view. Click the Work Order ID that you want to view or update.
Figure: Work Order List - Tabular View
Figure: Work Order List - Tile View
Click on any Work Order ID hyperlink to view the work order details.
Figure: WORK ORDER ID page
Click the Caller name link to display the Caller Details pop-up. On the Caller Details pop-up, you can view general details and additional information about the Caller.

Figure: Caller Details pop-up
Type in the other required fields under the GENERAL, COMMUNICATION, RELATIONSHIP, ADDITIONAL INFORMATION, and ORCHESTRATION tabs.
Click SUBMIT to save the changes.

Note
Work Orders are auto-created or canceled if the Category of the Work Order is changed.

Updating Status of Work Orders

You can update the status of the Work Order by clicking the appropriate status on the Work Order ID page. Click SUBMIT.

Figure: WORK ORDER ID page

Note
If the configured Category of a Work Order is changed, the Work Order is auto-canceled, and if the status of an Incident is changed to canceled, the associated Work Orders get canceled automatically.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the WORK ORDER ID page.

Change History

Click CHANGE HISTORY to view the change details of the Work Order in the chronological order. You can view all the changes that occurred on the Work Order. You can view the changes, the user who made the changes, the date and time when the change was made, and also the previous and new values for the Work Order. The effort details for the work Order are displayed under Work Order Effort section. The mail history details related to the respective Work Order are displayed under the Mail History section.

Figure: CHANGE HISTORY pop-up page

The following table describes the field on the CHANGE HISTORY page:

Field	Description
Column Name	Displays the name of the field from the Work Order page that is changed.
Change Date	Displays the latest date and time at which the Work Order details was changed.
Changed By	Displays the name of the person who has changed or edited the Work Order details.
Old Value	Displays the old value of the field and is changed to a new value.
New Value	Displays the current value of the field.
Work Order Effort	Displays the time spent on by Analysts on the Work Order.
Mail History	Displays the mail history details of the Work Order. Click the link More to view complete conversation details that occurred between the User and the Analyst.

Send E-Mail

Click SEND E-MAIL to send an e-mail to users from specific Workgroup and customer. On the SEND E-MAIL pop-up page, select the Workgroup from Filter By Workgroup list and select the customer from the Filter By Customer list. Based on the values selected in the Filter By Workgroup list and Filter By Customer list, a list of users is displayed under Available Users. Select the users to whom you want to send e-mail and click the right arrow icon. Similarly, to remove a user from Send Mail To list, select the name of the user and click the left arrow icon. Type in the e-mail content in the Comments text field. Click SEND E-MAIL to send the e-mail to the selected users.

Figure: Send E-MAIL pop-up

Service Request Details

You can view SERVICE REQUEST DETAILS icon on the ACTIONS panel if the Work Order is created for a Service Request. Click the SERVICE REQUEST DETAILS icon to view the Service Request details for which the Work Order is created.

Figure: Service Request Details - Summary pop-up

Service Catalog Details

You can view SERVICE CATALOG DETAILS icon on the ACTIONS panel if the Work Order is created for a Service Request. Click the SERVICE CATALOG DETAILS icon to view the Service Catalog details for which the Work Order is created.

Figure: Service Catalog Details pop-up

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