Creating Work Orders

This topic discusses how to create work orders in PeopleSoft CRM.

Page Name	Definition Name	Usage
Create Work Order Page	RC_LINK_WO_SEC	Create a work order in PeopleSoft Financials. You can also create a new work order from the Case - Summary page and the Case - Related Actions page using the same method described previously.

Page Name

Definition Name

Usage

RC_LINK_WO_SEC

Create a work order in PeopleSoft Financials.

You can also create a new work order from the Case - Summary page and the Case - Related Actions page using the same method described previously.

Use the Create Work Order page (RC_LINK_WO_SEC) to create a work order in PeopleSoft Financials.

You can also create a new work order from the Case - Summary page and the Case - Related Actions page using the same method described previously.

Navigation

select HelpDesk, then select Add Case, then select Case

Select Work Order - New from the Related Actions drop-down list box and then click Go.

select HelpDesk, then select Search Cases, then select Case

Select Work Order - New from the Related Actions drop-down list box and then click Go.

Image: Create Work Order page

This example illustrates the fields and controls on the Create Work Order page.

The system takes information from the Case page and displays it on the Create Work Order page for these fields: Employee Name, Asset Tag, Product Description, Summary, and Description.

Note: If necessary, an agent can change or add additional text to the Summary and Description fields.

Field or Control	Definition
Problem	Select the problem that best describes the caller's issue. The system may or may not display additional problem fields based on the parent-child relationships that exist between the problem codes. The problem code fields guide an agent’s choices for identifying or classifying the problem. Each level in the problem selection provides a more detailed explanation as to the type of problem being reported against the installed asset. Based on the selection, the system may display additional fields, such as Computer, ITAM (Information Technology Asset Management) and Hardware. The problem code you select also drives the available values for shop location, as would be the case if shops are categorized by the problem they service. This data comes from the Financials Work Management application. The problem code that you select here drives the values that the system uses to create the work order in PeopleSoft Maintenance Management.
Service Location	Select the location where the item will be serviced. The system pulls information in the service location drop-down list box from the Work Management Shop Location table (PS_WM_SHOP_LOC2_VW). The service location is the location where the installed asset is sent for repair. This location can also be the where the technician is located.
Work Order Priority	Select a value that matches the priority that you think should be given to the problem you are having. This field is used as an override. If it is not populated, the system populates the Priority field from the work order problem code.

Field or Control

Definition

Problem

Select the problem that best describes the caller's issue.

The system may or may not display additional problem fields based on the parent-child relationships that exist between the problem codes.

The problem code fields guide an agent’s choices for identifying or classifying the problem. Each level in the problem selection provides a more detailed explanation as to the type of problem being reported against the installed asset. Based on the selection, the system may display additional fields, such as Computer, ITAM (Information Technology Asset Management) and Hardware.

The problem code you select also drives the available values for shop location, as would be the case if shops are categorized by the problem they service. This data comes from the Financials Work Management application.

The problem code that you select here drives the values that the system uses to create the work order in PeopleSoft Maintenance Management.

Service Location

Select the location where the item will be serviced. The system pulls information in the service location drop-down list box from the Work Management Shop Location table (PS_WM_SHOP_LOC2_VW).

The service location is the location where the installed asset is sent for repair. This location can also be the where the technician is located.

Work Order Priority

Select a value that matches the priority that you think should be given to the problem you are having.

This field is used as an override. If it is not populated, the system populates the Priority field from the work order problem code.

Creating Work Orders

Page Used to Create Work Orders

Create Work Order Page