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SummitAI Service Management Help

Problem Management

Viewing and Updating Work Orders

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 the Work Orders:

  1. Select Problem > User > Work Order List. 
  2. On the WORK ORDER LIST page, you can view all the Work Orders that belong to your Workgroup. You can search for the Work Orders using the Filters icon on the ACTIONS panel. For more information about Filters, see Filters.
  3. You can view the list in Tabular view or Tile view. Click the Work Order ID that you want to view or update.


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 details Page

  1. Click the Caller name link to display the CALLER DETAILS pop-up page. On the CALLER DETAILS pop-up page, you can view general details and additional information about the Caller.



    FIGURE: CALLER DETAILS pop-up page

  2. Type in the other required fields under the GENERAL, COMMUNICATION, RELATIONSHIP and ADDITIONAL INFORMATION tabs. For information about the fields on the WORK ORDER ID page, see Creating Work Orders.
  3. Click SUBMIT to save the changes.

To Update the Status of Work Orders

  1. You can update the status of the Work Order by clicking the appropriate status on the WORK ORDER details page. Click SUBMIT.

FIGURE: WORK ORDER details page

Note:

If the status of an Incident is changed to cancelled, the associated Work Orders get cancelled automatically.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the WORK ORDER ID page.

  • FILTERS – List page
  • CHANGE HISTORY – Details Page
  • SEND E-MAIL – Details page
  • CONFIGURE COLUMNS – List Page  

FILTERS
This action button is available on List Page.

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/Problem Management) 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.


CHANGE HISTORY
This action button is available on Details 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.


SEND E-MAIL
This action button is available on Details Page.

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

CONFIGURE COLUMNS
This action button is available on List Page.

Click CONFIGURE COLUMNS to customize the columns to be displayed on the List pages. For more information to customize columns, see: Personalizing Pages in SummitAI Platform.

You can personalize few pages of the application, where you can select the Grid View or Tile View and specify the columns you want to be displayed on these pages. The Configure Columns option is available on the following pages:

  • Approve Change Records
  • My Workgroup Change Records
  • My Defect Records
  • Standard Template List
  • My Workgroup Tasks
  • My Service Configuration Item List
  • My Workgroup Workorders
  • Feedback Moderation
  • My Incidents
  • My Workgroup Incidents
  • Knowledge Record Approval
  • My Knowledge Records
  • My Portfolio Records
  • My Problem Records
  • Defect List
  • Project List
  • Risk List
  • My Time Sheet
  • Approve Service Requests
  • My Service Requests
  • SR Workgroup Tickets
  • Tenant
  • Parent Incident ID
  • Parent SR ID

To personalize pages:

  1. Click CONFIGURE COLUMNS icon on the ACTIONS panel.
  2. The CONFIGURE COLUMNS pop-up page is displayed. Select the PageName and the DisplayType from the respective list. Select the columns that you want to be displayed on the page from the Available Columns list and click the Right Arrow to move it to the Selected Columns list. Select the Up Arrow and Down Arrow to specify the sequence in which the columns should be displayed on the page.
  3. Click SUBMIT. 

    FIGURE: CONFIGURE COLUMN page





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