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    Create Work Order
    • 04 Feb 2025
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    Create Work Order

    • Updated on 04 Feb 2025
    • 8 Minutes to read
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    • PDF
    Article summary

    Configuring a work order is crucial within an IT Service Management (ITSM) framework as it provides a structured and systematic approach to managing tasks and requests. Work orders serve as the backbone of efficient service delivery by defining the specific details of each task, including its priority, scope, required resources, and deadlines.

    The following actions can be performed on a Work Order:

    Create

    To Create a Work Order, perform the following steps:

    1. Log in as an Analyst.

    2. Navigate to Work Order > Manage Work Order.

      Figure: Work Order

    3. Click New to create a new Work Order.

      Figure: Work Order List

    4. Select Tenant and you can change the change the Requestor from dropdown if required.

    5. Select Category and then the required Catalog. By default, the page displays popular Catalogs used in the Tenant.

      Figure: Catalogs for Work Order

      Select any of the Catalog, Work Order is created for it.
      Let’s consider the below example:

      Example: New Joinee Laptop Allocation

      Click View Detail on New Joinee Laptop Allocation Catalog to create a Work Order for this purpose.

      Figure: Catalog Selection

      Enter the required details on the Work Order form and click Save to submit the Work Order.
      Figure: New Joinee Laptop Allocation

      On performing this action you will be able to view the created Work Order on the List page.

    6. Select Manage Work Order Catalog.

      Figure: Catalog Selection

    7. Enter the Details in the Manage Work Order Catalog form and click Save to submit the Work Order.

      Figure: Work Order Configuration

      For more information, refer to the following Field Description.

      Field

      Description

      Symptom

      Enter the Symptom of the Work Order.

      Description

      Describe about the purpose of the Work Order.

      Assigned To

      Work Group

      Select Work Group from the dropdown list.

      Analyst

      Select the Analyst to whom you want to assign the Work Order.

      Service Window

      Select the defined service window from the dropdown.

      Effort

      Select the Effort as DD: HH: MM by clicking the time icon.

    8. Click Save.
      Work Order is created successfully.

    The description of the buttons on the configuration screen is explained in the following table:

    Button

    Description

    Create Template

    lick Create Template, to create a Template from the Work Order.
    Save Template pop-up window is displayed.
    Figure: Save Template

    Enter the details in the fields and click Save.
    Refer to the following table for field description:

    Template Name

    Enter the name of the Template.

    Enabled For End User

    If active, then it is enabled for the end user.

    Tags

    Enter the tags separated by a comma.

    Cancel

    Click Cancel to exit the configuration screen.

    Save

    Click Save to create a Work Order record.

    Work Order configuration consists of the following tabs:

    Provide General configuration details such  as Classification and Prioritization. Classification contain details about the Category and Classification to which the Work Order belongs.

    Enter the details in the required fields for the Work Order General configuration. Figure: General

    For more information, refer to the following Field Description:

    Field

    Description

    Classification

    Requestor

    Select the Requestor for whom the Work Order is requested.

    Tenant

    Select the Tenant under which the Work Order is created.

    Module

    Select the Module to which the Work Order belongs, following are the options provided in the dropdown list.

    • Change

    • Incident

    • Problem

    • Service Request

    Category

    Select Category from the list of defined options.

    Example: Network, Hardware, Software, Storage and Virtual etc.

    Classification

    Classify the Work Order according to Category.

    Example:
    Category: Hardware
    Classification: Hardware - Server, Hardware - Desktop.

    Pending Reason

    Provide a pending reason for the work order when the WO Status is changed to Pending.

    Attachment

    Add an attachment for more clarity.

    Prioritization

    Impact

    Select Impact

    Urgency

    Select Urgency

    Priority

    Select Priority

    A catalog in the Work Orders serves as a centralized repository or directory of predefined services, tasks, or items that users can request through the work order system. It typically includes a range of IT services, such as hardware and software provisioning, maintenance tasks, system configurations, and more.

    Messages in a work order are communications exchanged between stakeholders involved in the resolution of a particular task or issue. These messages can include updates on the status of the work order, requests for clarification or additional information, notifications of completion or escalation, and any other relevant communication related to the execution of the work order. Effective communication through messages ensures transparency, collaboration, and accountability throughout the work order lifecycle.

    Enter the details in the Messages tab to convey messages through Work Order.


    Figure: Messages

    The following table describes about the Field Description.

    Field

    Description

    Messages

    Display the message details that is entered and saved from the Message text field.

    Private Log

    Display the notes that is entered and saved from Notes for self.

    Message

    Enter the details in the Message field which will be added to Messages section upon creating Work Order.

    Notes for self

    Enter the details in the Notes for self field which will be added to the Private Log section upon creating Work Order.

    In a Work Order with a Solution field featuring a text area, resolution code selection, closure code options, and possibly additional fields, the solution serves as a detailed account of the steps taken to resolve the reported issue or complete the requested task. This text area allows technicians or service providers to document the specific actions, troubleshooting processes, and any relevant information pertinent to resolving the work order. The selection of resolution codes categorizes the type of resolution achieved, aiding in data analysis and trend identification for future improvements.

    Figure: Solution

    For more information, refer to the following Field Description:

    Field

    Description

    Solution

    Enter all the details about Solution in the provided text area which supports rich text format.

    Resolution Code

    Select the Resolution Code from the dropdown.

    Resolution Code categorize the outcome or status of the work performed. They provide a standardized way to classify the resolution achieved for a particular issue or task.

    Example: Resolved, Workaround Implemented, Cancelled, and Partial Resolution, etc.

    Closure Code

    Select the Closure Code from the dropdown.

    Denote the reason or status for closing a particular work order. They help categorize why a work order is being closed and provide valuable information for reporting and analysis purposes.

    Example: Resolved, Completed, Awaiting Customer Response, Awaiting Vendor Response, and Closed as Duplicate, etc.

    Closure Category

    Select Closure Category, by clicking tree view icon .

    A closure category refers to a broader classification or grouping of reasons for closing work orders. These categories provide a high-level overview of why work orders are being closed and help in organizing and analyzing closure data.

    Select Closure Code screen

    Figure: Select Closure Category

    A "Yes/No" check in dropdown selection on a work order offers a straight forward method for users to indicate whether a specific condition or action has been fulfilled. Users can select either "Yes" or "No" from the dropdown menu to confirm the status of a task, requirement, or verification point. This type of check facilitates quick and clear communication of completion status, enabling efficient tracking and monitoring of work order progress.

    Figure: Checklist

    The Link tab in a Work Order interface enables users to establish connections or relationships between the Work Order and other modules such as Incidents, Changes, Problems, and Service Requests within the organization's Application system. This feature facilitates comprehensive tracking and visibility across various IT processes by allowing users to associate related items and activities.

    As an Analyst, following actions can be performed on the Link tab:

    • Create

    • Link

    • De-Link

    Note

    Linking a Work Order to an Issue helps in documenting the resolution process, while linking to a Change or Problem provides context for broader impact analysis and continuous improvement efforts. By leveraging the Link tab, organizations can enhance collaboration, and improve the overall efficiency and effectiveness of their IT service delivery.

    Create

    Using the Work Order,  issues belonging to other Module can be created.

    To Create a issue from the Work Order, perform the following steps:

    1. Click Create.
      A list of modules are displayed for creating an issue.

      Figure: Create

    2. Select Module.
      Issue page pertaining to the selected Module is displayed.

    Link

    When a Work Order is linked to a Incident, Change, Problem or Service Request a list of requests are displayed for the respective Module. The Analyst must select the checkbox for the requests in the required Module and Link the request as Dependency to Work Order or create Parent-Child Relationship.

    To Link Work Order to other Modules, perform the following steps:

    1. Click Link.
      A list of Modules is displayed for Linking.

      Figure: Links

    2. Select Module (Change, Problem, Incident, or Service Request).
      A list of requests is displayed.

      Figure: Link

    3. Select ID and Link type.
      Types are as follows:

      • Dependent: Dependent linking can be used to connect Work Orders to other Modules that rely on each other for completion or resolution.

      • Parent-Child: The initial Work Order created to address the issue is designated as the Parent Work Order. Additional logged issues to investigate can be linked to the Parent as Child. This Parent-Child relationship helps to organize related tasks and activities, allowing for better coordination and tracking of efforts to resolve the issue.

        Parent and Child Relationship in Work Order

        The parent-child relationship in work orders is a hierarchical structure that connects multiple work orders, enabling efficient management and tracking of related tasks. This relationship helps in coordinating complex activities that require multiple steps or involve different teams. By establishing a parent-child relationship, organizations can monitor the progress of subordinate tasks (child work orders) while maintaining an overview through the main task (parent work order).

        • Parent Work Order: Represents the primary task or project. It is the overarching work order that may require the completion of several related tasks to finish the overall objective.

        • Child Work Orders: Subtasks or specific activities that are part of the parent work order. They must be completed for the parent work order to be considered fulfilled.

        The parent-child structure allows for better organization, where changes or updates in the child tasks can automatically impact the parent, ensuring all related work progresses cohesively.

      • Click Link.
        Record Linked successfully message is displayed.

      Figure: Record Linking

    De-Link

    De-linking a record from a work order involves removing the association or relationship between the two entities. This action can be necessary when a record is incorrectly linked, no longer relevant, or when there's a change in the workflow requiring the disconnection of the linked items.

    To De-Link a record, perform the following steps:

    1. Select ID of the issue that is linked to Work Order.
      De-Link option is enabled upon performing this action.

      Figure: De-Link

    2. Click De-Link.
      A message stating that record(s) De-Linked is displayed.

      Figure: De-Link

    The Timeline of a Work Order tracks the chronological sequence of events and actions taken throughout its lifecycle, including changes in status, updates to priority, and other significant modifications. Each event is timestamped, providing a clear historical record of the work order's progression on timely basis based on action.

    Figure: Timeline

    Orchestration refers to the automated coordination and execution of tasks and processes involved in fulfilling the requirements specified in the work order.

    Convert

    Once the Work Order is created convert the record to another module record within the Work Order.

    To convert the Work Order to other module record, perform the following steps:

    1. Navigate to Manage Work Orders.

    2. Select the ID for which the record has to be converted.

    3. Click Vertical ellipsis on the top right of the screen. Then select Convert Work Order. A list of modules is displayed to which the Work Order can be converted.

      Figure: Work Order

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