Understanding Service Request and Work Order Statuses
PeopleSoft Maintenance Management uses system-defined internal statuses and user-defined statuses to control the functionality and flow of service requests and work orders as they progress through their life cycles in the system. Service request statuses and work order statuses are not related and are defined in separate components.
Service request statuses control the functionality and the flow of only the service request, which is created separately from a work order. Any user can create a service request from the self-service components. Using these components does not require access on the part of the requester to the work order or other components of PeopleSoft Maintenance Management. However, service requests are assigned to agents and technicians within PeopleSoft Maintenance Management. Agents can also create new service requests from within PeopleSoft Maintenance Management. Once a service request is created, the agent may choose to create a work order, depending on the problem reported. When a work order is created from a service request, the system uses the work order status definitions to control the behavior of the work order from creation through closure of the work order. The service request status definitions still control the service request, even if the agent created a work order from the service request.
Users can also create work orders from PeopleSoft CRM Help Desk and third party help desk applications, PeopleSoft Project Costing and PeopleSoft Program Management. However, the work order functionality is performed completely within PeopleSoft Maintenance Management. The statuses for a work order are set up separately to control the functionality and flow of work orders as they progress through PeopleSoft Maintenance Management. In both service requests and work orders, the status transitions are primarily performed manually by the user, with the exception of the service request close and the work order complete and close statuses.