Work Order Details

20 Aug 2025
5 Minutes to read

Work Order Details

Updated on 20 Aug 2025
5 Minutes to read

Article summary

Did you find this summary helpful?

Thank you for your feedback

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:

Navigate to Incident > User > Manage Incidents > Work Order List. The Work Order List page is displayed.

Click the desired Work Order ID hyperlink. The Work Order Details page is displayed.

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. 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
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.

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.
Click SUBMIT. A new Work Order is created.

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.

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.

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.

Figure: Relationship pop-up page

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

Figure: Relationship Tab

Your title goes here
If you link a Configuration Item, for which the SOP is configured, you can view the SOP details by clicking on the SOP icon.
Figure: SOP Template

WO Change History

To view the WO Change History, click on the history icon on the Action panel.
WO Change History popup is displayed.

Figure: WO - Change History

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

Was this article helpful?

What's Next

Work Order List

Table of contents

WO Change History