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 Work Orders:

1. Select Incident > User > Manage Incidents > Work Order List. Alternatively, select Dashboard > ANALYST DASHBOARD > WORK ORDER.
2. 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.
3. 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
   
   

4. 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.

5. 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

ACTIONS

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