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.
To view or update Work Orders:
- Select Incident > User > Manage Incidents > Work Order List. Alternatively, select Dashboard > ANALYST DASHBOARD > WORK ORDER.
- On the WORK ORDER LIST page, click the Filters icon. Select the Tenant, Workgroup, Status, Analyst, or Work Order ID. The list of Work Orders matching the filter criteria is displayed.
Figure: FILTERS pop-up page
The following table describes the fields on the FILTERS page:
Field
Description
BASIC
Tenant
Select the Tenant from the list.
Workgroup
Select the Workgroup from the list. You can select multiple Workgroups to display the Work Order for the selected Workgroup.
Status
Select the status of the Work Order from the list. You can select multiple status values to display the Work Order for the selected status values.
Assigned To
Select the Analysts assigned to the Work Order. You can select multiple Analyst.
Work Order ID
Select the Work Order ID from the list.
Caller
Type in the Caller name to view the Work Order for the Caller.
Log Time
Specify the Work Order log time date range in the From and To fields.
Logged By
Type in the Analyst name to view the list of Work Order raised by Analyst.
Updated Time
Specify the Work Order updated date range in the From and To fields.
Module
Select the Module from the list.
Note: The Analysts can view the ADVANCED and ADDITIONAL ATTRIBUTES section filters based on the selected module.
ADVANCED
Priority
Select the Priority of the Work Order from the list. You can select multiple priority to display the Work Order for the selected Priority values.
Caller Location
Select the Caller's location from the list.
Classification
Select the Classification of the Work Order from the list.
OLA
Select the OLA of the Work Order.
OLA Type
Select the OLA Type of the Work Order.
Category
Select the Category of the Work Order from the list.
Closure Code
Select the Closure Code from the list.
Pending Reason
Select the Pending Reason from the list.
Resolved Time
Select the resolved time of the Work Order from the list.
Text Search
Type in, search the Work Order from the list.
Note: Only the Symptom value is applicable for text search.
ADDITIONAL ATTRIBUTES
Custom Attributes
Select the Custom Attribute in the list. On selecting the Custom Attribute, the Value field is displayed.
Value
Select the required value of the selected Custom Attribute.
Note:
- Analysts can view the ADVANCED and ADDITIONAL ATTRIBUTES section filters if the Module (Incident/Service Request) is selected under the BASIC section.
- The Text Box, Check Box, Drop-down, and Date are the available Custom Attributes in the ADDITIONAL ATTRIBUTES section.
- 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 page
- View the Work Order details or update as required. Type in the other required fields under the GENERAL, COMMUNICATION, RELATIONSHIP, ADDITIONAL INFORMATION, ORCHESTRATION tabs. For information about the fields on the WORK ORDER ID page, see Creating Work Orders.
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.
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. |
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 page