Configuring Service Request Work Order Checklist

Owned by Enterprise IT
May 10, 2024

Service Management Help

Service Request Management

What is a Checklist?

The Service Request Work Order Checklist is a list of Tasks an Analyst needs to perform at various stages of the Work Order created for a Service Request. You can configure the Checklist for a Service Request Work Order and specify at what stages of the Work Order the Tasks need to be performed. The Checklist is configured for a combination of Tenant, Status, Workgroup, Catalog, and Work Order Name.

The Administrator can create Checklists for predefined auto-Work Orders and manually created Work Orders.

To configure Checklist:

  1. Select Request > Configuration >  Service Request Masters > Service Request Work Order Checklist.
  2. On the CHECKLIST page, select the Tenant and fill in the required details. For information about the fields on the CHECKLIST page, see Field Description.
  3. Click SUBMIT. A new Checklist is configured.

    CHECKLIST page
    Figure: CHECKLIST page

Field Description

The following table describes the fields on the CHECKLIST page:

Field

Description

DETAILS

Status

Select the status from the list.

Workgroup

Select the Workgroup from the list.

Category

Select the Category from the list.

Catalog

Select the Catalog from the list.

Work Order Name

Select the Work Order name for which you want to configure the Checklist.

Note: The Work Order Names are populated under the Work Order Name field based on the Catalog configuration on the WORK ORDER - CATALOG MAPPING page (see: Configuring Work Order- Catalog Mapping.

Sequence

Type in the sequence of the Tasks in the Checklist.

Task Name

Type in the name of the Task.

Task Status

Select the status of the Task from the list: Not Applicable, Mandatory, or Optional. The Task Status value indicates if specifying the Task status is mandatory, optional, or not applicable.

Remarks

Select the remarks status for the task from the list: Not Applicable, Mandatory, and Optional. The status of the Remarks indicates if providing remarks is mandatory, optional, or not applicable.

Active

Indicates the status of the Checklist.

  • If selected, the Checklist is enabled for the selected combination of Status, Workgroup, Catalog, and Work Order Name for a Tenant.
  • If not selected, the Checklist becomes an inactive value and is not applicable till made active.

icon

Click the icon to add a new Task.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the CHECKLIST page.

SHOW LIST

Click SHOW LIST to display the LIST table showing all the configured checklist for the selected Tenant.

CHECKLIST page
Figure: CHECKLIST page

Note:

When the Checklists are displayed under the LIST table, the ADD NEW button is displayed on the ACTIONS panel. Click ADD NEW to configure a new Checklist.