Overview
- 10 Dec 2024
- 2 Minutes to read
- Print
- PDF
Overview
- Updated on 10 Dec 2024
- 2 Minutes to read
- Print
- PDF
Article summary
Did you find this summary helpful?
Thank you for your feedback
An App Admin is specialized in the configuration of the Work Order within the Service Management Application. As an Admin you will oversee two primary sections:
The following diagram provide insights into Work Order configuration:
.png?sv=2022-11-02&spr=https&st=2024-12-22T15%3A04%3A08Z&se=2024-12-22T15%3A14%3A08Z&sr=c&sp=r&sig=clQIdlyRkASklY1wSTu4fJYMqTqgqLAh7Ds7c%2FoxNWo%3D)
The Administrator can Configure the following actions in the Incident Management Module.
Administrator | ||||||
|---|---|---|---|---|---|---|
WO Masters | ||||||
WO SLA Configs | ||||||
Use Case | Solution |
The IT department has identified a need to categorize work orders specifically for various IT support requests. | The App Admin receives a request from the IT department to add a new Category to the Work Order system for better tracking and management of IT support requests. The App Admin logs into the Service Management Application and navigates to the Work Order module. Within the configuration options, the Admin selects the "WO Masters" section and navigates to the Category service. The Admin names the new category "IT Support Requests" and describes about the Category. |
WO Masters
WO Masters is the section where you will configure essential elements like Category, Classification, Cancellation Reason, Pending Reason, Resolution Code, and Closure Code. These components are crucial for defining the structure and workflow of work orders, providing clarity and precision in task management.
Category
Categories are used to classify work orders into distinct groups, making it easier to organize and report on tasks. By configuring categories, you ensure that related tasks are easily identifiable and can be grouped for analysis and management.
Classification
Classification provides a further level of detail within categories. It helps in breaking down tasks into subcategories, allowing for more granular reporting and management. Proper classification configuration aids in precise tracking and resolution of work orders.
Cancellation Reason
This configuration allows you to define the specific reasons for canceling a work order. Having standardized cancellation reasons helps in understanding why tasks are not completed and in improving process efficiency by analyzing cancellation trends.
Pending Reason
Configuring pending reasons enables the documentation of why a work order is temporarily on hold. This transparency is crucial for managing delays and helps in identifying and addressing any bottlenecks in the workflow.
Resolution Code
Resolution codes are predefined outcomes that describe how a work order was resolved. By configuring these codes, you facilitate consistent reporting and analysis of task resolutions, aiding in quality control and process improvement.
Closure Code
Closure codes indicate the final status of a work order once it is completed. They provide insight into the end result of the task, and standardizing these codes ensures uniform reporting and supports continuous improvement efforts.
WO SLA Configs
WO SLA Configs involves the configuration of Impact, Priority, and Urgency. These elements are important for setting expectations and managing service levels for Work Order effectively. Configuring these ensures that the service management processes are tailored to meet organizational needs, enhancing both responsiveness and resolution efficiency.
Impact
The impact configuration determines the effect of a work order on business operations. By defining impact levels, you can prioritize tasks based on their significance and potential disruption, ensuring critical issues are addressed promptly.
Priority
Priority configuration helps in ranking work orders based on urgency and importance. It guides resource allocation and response times, ensuring that high-priority tasks are attended to quickly while balancing overall workload.
Urgency
Urgency is configured to assess the time sensitivity of a work order. Understanding urgency helps in managing timelines and deadlines effectively, making sure that time-critical tasks are not delayed.
Was this article helpful?