Configuring Auto Work Orders

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Last updated: Apr 22, 2024 by Shilpa K (Deactivated)Version comment
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SummitAI Service Management Help

Incident Management

What are Work Orders?

A Work Order refers to a set of requirements that an Analyst needs to perform in order to provide the Service requested by the End User. On the AUTO WORK ORDER CONFIGURATION page, you can configure Work Order(s) for an Incident category. When an Incident is created for the Category, Work Order(s) is automatically generated for all the configurations.

To configure Work Orders:

  1. Select Incident > Configuration > Others > Auto Work Order Configuration.
  2. On the AUTO WORK ORDER CONFIGURATION page, click ADD NEW on the ACTIONS panel.
  3. Select the Tenant, type in the new Work Order details. For information about the fields on the AUTO WORK ORDER CONFIGURATION page, see Field Description.
  4. Click SUBMIT. A new Work Order is created.

    WORK ORDER CONFIGURATION page

    Figure: WORK ORDER CONFIGURATION page

Field Description

The following table describes the fields on the AUTO WORK ORDER CONFIGURATION page:

Field

Description

DETAILS

Category

Select the Category for which the Work Order needs to be created.

Work Order Name

Type in a name for the Work Order.

Target Tenant

Select the Destination Tenant from the list of Tenants.

Workgroup

Select the Workgroup for the Work Order.

Caller

Type in the name of the Caller for the Work Order.

Classification

Select the Classification for which the Work Order need to be created.

Number of Days

Type in the number of days to resolve the Work Order.

Symptom

Type in the symptom.

Description

Type in the description.

Parent Work Order

Select the Parent Work Order from the list, if any.

Sequence

Type in the sequence in which the Work Orders must be completed.

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 on the configuration pages of the application or in the Work Orders list.

ACTIONS

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

SHOW LIST

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

 

 Figure: WORK ORDER CONFIGURATION page: List of Work Orders 

  • To edit a Work Order, 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 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 Configuration.
    • Click IMPORT to update or create multiple Work Order 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 AUTO WORK ORDER CONFIGURATION page. For more information see Importing Master Template in SummitAI Platform.