Viewing and Updating Work Orders

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Last updated: Apr 23, 2024 by Mayuresh Balaji Kamble (Unlicensed)Version comment
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SummitAI Service Management Help

Incident Management

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, 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.

    WORK ORDER LIST page
    Figure: WORK ORDER LIST page

    WORK ORDER ID page
    Figure: WORK ORDER ID page

  4. 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.

    CALLER DETAILS pop-up page
    Figure: CALLER DETAILS pop-up page

  5. 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.

  6. 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.

WORK ORDER ID page
Figure: WORK ORDER ID page


Note:

If the configured Category of a Work Order is changed, the Work Order is auto-canceled and if the status of an Incident is changed to canceled, the associated Work Orders get canceled automatically.

ACTIONS

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

 FILTERS

FILTERS pop-up 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) 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

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.

 CHANGE HISTORY

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

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.

 SEND E-MAIL

Figure: SEND E-MAIL pop-up page

 INCIDENT DETAILS

You can view INCIDENT DETAILS icon on the ACTIONS panel if the Work Order is created for an Incident. Click the INCIDENT DETAILS icon to view the Incident details for which the Work Order is created. For more information about the fields on the INCIDENT ID page, see Viewing and Updating Incident Details.

 SERVICE REQUEST DETAILS

You can view SERVICE REQUEST DETAILS icon on the ACTIONS panel if the Work Order is created for a Service Request. Click the SERVICE REQUEST DETAILS icon to view the Service Request details for which the Work Order is created. For more information about the fields on the SERVICE REQUEST DETAIL page, see Viewing Updating Service Request Details.

 CONFIGURE COLUMNS

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.