Work Order

Updated on 02 May 2024
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Efficiency in Every Order, Excellence in Every Task.

In an IT Service Management (ITSM) application, a work order is a structured and organized record that captures the details of a specific task, action, or work that needs to be performed within an organization's IT environment. It serves as a fundamental component of managing various IT-related activities. It acts as a central repository of information, facilitating clear communication and coordination among IT staff members and departments. Work orders help streamline workflows by ensuring that work is planned, executed, and documented consistently, leading to improved accountability, transparency, and productivity within the IT organization.

User Persona: Administrator, Analyst

Let us explore more about the user roles in configuring and managing the work order. The following user roles help in achieving the same:

Administrator

The Administrator's role involves configuring the work order components like Category and Classification that help in segregating them into hardware, software, network, or access-related and further classifying them into granular components under each category respectively. Similarly, the admins can pend or cancel the work orders with valid reasons and document the resolution and closure codes, They can add more value to the work order by configuring the impact, priority, and urgency. The Administrator sets up the foundation for efficient work order management.

Category	Classification	Cancellation Reason	Pending Reason
Resolution Code	Closure Code	Impact	Priority
Urgency

Analyst

An Analyst's role involves creating and managing a work order that provides an option to add views and filter searches. Upon creating a work order it can be edited to meet the timely changes of process and workflow within an organization.

Introduction

Create

Manage

Use Case
User Persona: Administrator, Analyst

Solution

In a large IT organization named ACME Solutions, there is a need for an efficient system to handle IT support requests and incidents. This organization uses a work order system to manage these requests.

👷‍♂️The administrator named Fredrick logs into the work order system and configures various categories such as "Hardware Issues," "Software Problems," "Network Requests," and "Access Permissions." Each category is associated with a description and priority level. Within each category, the administrator further defines classifications. For example, under "Hardware Issues," classifications might include "Desktop PC," "Laptop," "Printer," and so on. Each classification has specific attributes and response times associated with it. The administrator sets up cancellation reasons like "Request Withdrawn," "Issue Resolved Without Action," and "Duplicate Request" to help analysts categorize and document why a work order is canceled. Pending reasons such as "Awaiting User Response" and "Pending Vendor Support" are configured to help track why a work order may be temporarily delayed. Resolutions like "Issue Fixed," "Part Replaced," and "Software Updated" are established to track how issues are ultimately resolved.

🕵️‍♂️An analyst named Bob receives a support request from a user or a system alert. They log into the work order system and select the appropriate category and classification for the request. For instance, if a user reports a laptop issue, the analyst selects "Hardware Issues" as the category and "Laptop" as the classification. Based on the category and classification, the analyst assigns a priority level (e.g., low, medium, high) to the work order. The analyst manages the work order by taking appropriate actions, such as troubleshooting, assigning it to a technician, or requesting additional information from the user. Once the issue is resolved, the analyst selects the appropriate resolution (e.g., "Issue Fixed") to close the work order.

To Explore more about the User Personas related to a work order refer to the following links:


Administrator	Analyst

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Administrator
Analyst