Service Management Help

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You can configure and modify Work Orders for Service Catalogs.

To configure Work Orders for Service Catalogs:

Select Request > Configuration > Service Request Masters > Work Order - Catalog Mapping.
On the WORK ORDER - CATALOG MAPPING page, click ADD NEW on the ACTIONS panel.
Select the Tenant, Service Catalog, and type in the new Work Order details. For information about the field on the WORK ORDER - CATALOG MAPPING page, see Field Description.
Click SUBMIT. A new Work Order for the Service Catalog is configured.

Figure: WORK ORDER - CATALOG MAPPING page

Field Description

The following table describes the fields on the WORK ORDER - CATALOG MAPPING page:

Field	Description
DETAILS
Creation Type	Select New if you want to create a new Work Order Catalog. Select From Existing if you want to create a new Work Order from an existing Work Order Catalog. If this option is selected, Copy From field is displayed. Select the name of the Catalog from the list from where you want to copy the details.
Category	Indicates the Category under which the Service Request (SR) is considered for resolution. Select a Category that you want to associate for the Work Order.
Catalog	Select a value from the list. Base on the Category selected, all the Service Catalogs are populated.
Work Order Name	Type in a name for the Work Order.
Target Tenant	Select the target Tenant name for which you want to add a Work Order from the list. Based on the needs of the client, you can configure the name for this text box.
Workgroup	Lists all the Workgroups configured under the selected Tenant. Select a Workgroup name from the list.
Caller	Type in the name of the user you want to configure as a Caller for the Work Orders. For all the Work Orders created for the Service Catalog, the selected Caller becomes the default Caller. Note: If no Caller is selected, the Caller of the Service Request becomes the Caller of the Work Order.
Classification	Lists all the Classification configured under the selected Tenant. Select a Classification name from the list.
Priority	Select a Priority for the Work Order.
Symptom	Type in the symptom to create Work Order for a Service Catalog.
Description	Type in the description to create Work Order for a Service Catalog.
Parent Work Order	Select the Parent Work Order.
Sequence	Select the order in which the Work Orders should be executed.
Work Order Creation Time	Select the Workorder creation time (Immediately/Based On Date Field) form the drop-down. If Immediately is selected, the work order is created automatically once the SR ticket is in New status. If Based On Date Field is selected, the work order is created based on the selected date. Select the configured date from the drop-down for reference, select + or - , and specify the number of days on which the work order will be created. Example: If the reference date is selected as Relieving Date as displayed in the screenshot and the specified number of days is +2, the work order will be created after 2 days of the actual Relieving Date. Once the Current Work Order and the Work Order yet to be created are Resolved then only Analyst can Resolve the SR ticket. Note: Admin needs to create a Custom Scheduler job using Auto Work Order Creation for SR Job Option to create Work Order automatically based on the selected date.
Conditional Creation	Select the check box to apply conditions to create Work Order for a Catalog. Figure: WORK ORDER - CATALOG MAPPING page: Conditional Creation section As per configuration SR should fulfill the conditions specified in the Work Order. For AND condition SR should fulfill all the rules and for OR SR should fulfill at least one of the defined rules. ADD RULE: Click ADD RULE and specify the rules for the Work Order creation. ADD BLOCK: Click ADD Block to specify a rule under the certain rule for the Work Order creation.
Active	Indicates the status of the Work Order. If selected, the Work Order becomes an available option on the other pages of the application. If not selected, the Work Order becomes an inactive value. The inactive Work Orders are not displayed in the Work Orders list on the other pages of the application.

ACTIONS

This section explains all the icons on the ACTIONS panel of the WORK ORDER - CATALOG MAPPING page.

SHOW LIST

Click SHOW LIST to display the LIST table showing the Work Orders configured for Service Catalogs in the SummitAI application for the selected Tenant.

WORK ORDER - CATALOG MAPPING page: List of Work Orders Mapped with Service Catalog
Figure: WORK ORDER - CATALOG MAPPING page: List of Work Orders Mapped with Service Catalog

To edit a Work Order - Catalog Mapping, click the Work Order Name. Make appropriate changes and click SUBMIT.
To display the inactive Work Orders, click the Include Inactive check box.

Note:

When the Work Order-Catalog Mapping Configurations are displayed under the LIST table, the button ADD NEW and IMPORT are displayed on the ACTIONS panel.

Click ADD NEW to configure a new Work Order-Catalog Mapping.
Click IMPORT to update or create multiple Work Order-Catalog Mapping Configurations, importing the Master Excel template. Upon clicking IMPORT, you will be redirected to the EXCEL MASTERS IMPORT page, where you can download the excel template and fill the required data to update in the WORK ORDER - CATALOG MAPPING page. For more information see Importing Master Template.

Filters

Click the Filters icon to specify a particular filter criteria to display the Work Orders. On clicking the Filters icon, the FILTERS pop-up page is displayed. Select the Tenant, Category, and Catalog. Click SUBMIT to display the list of Work Orders based on the filter criteria.

FILTERS pop-up page
Figure: FILTERS pop-up page

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