Understanding Service Orders

In PeopleSoft Resource Management, you use service orders to submit, track, and fulfill requests for services from external or internal customers. You create a service order to define the required services for a project and specify the criteria that the system uses to locate the appropriate resources. Users with different roles in the organization have access to service orders.

This section discusses:

  • Service order priorities.

  • Service order defaults.

  • Qualification profiles.

  • Service order templates.

Service order priorities define the importance levels that you can assign to service orders. You specify a default value for service order priority at an organizational level. Priority is an informational field; it does not control service order processing. You can filter service orders by priority on the Service Order Listing report. After defining priority levels, you can specify the priority default value that appears on all new service orders.

You must define service order priorities before you create service orders.

You can specify service order default values at an individual user level to speed service order entry. A PeopleSoft user with the authority to create a service order can specify a default value for the owning business unit, owning organization, and the person responsible for staffing service orders. An administrator can specify default values for other PeopleSoft users. You can override service order default values on the service order.

Service order defaults are optional.

A qualification profile predefines the standard traits for a specific job role, such as project manager or sales consultant, and stores them as a template for future use. A user who creates new service orders can use qualification profiles to identify the qualifications that are necessary for each resource request. When a qualification profile is selected, it populates the resource request with the competencies, desired levels of proficiency, importance settings, and accomplishments as defined on the qualification profile.

You can also associate a qualification profile with a project role in PeopleSoft Program Management. The qualifications on the Qualification Profile page appear as default values on the Update Generic Resource Qualifications page for a generic resource's primary project role. This association of qualification profiles with project roles is especially useful when you create service orders or initiate express searches for generic resources in PeopleSoft Program Management. The qualifications from the Update Generic Resource Qualifications page for the generic resource automatically appear as default values on these pages:

  • The generic resource request that you create by changing the generic resource's status to Requested on the Resources page.

  • The service order resource request that you create for the generic resource from the Manage Generic Resource page.

  • The Express Search page that you initiate for the generic resource from the Resources page.

The SetID is a key field on the qualification profile. You can select a qualification profile on a resource request if the business unit on the service order shares the same SetID as the profile. Create qualification profiles with a shared SetID if you have multiple business units that deliver identical services.

Qualification profiles are optional.

A service order template reduces the amount of work needed to create a service order by populating many of the fields with values that you define in advance. A service order template can include service order summary information and details for resource request lines.

Service order templates are optional.