Configuring Work Order- Catalog Mapping

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.

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

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.