Understanding the My Service Order Component

Typically, a call center agent or dispatcher creates and assigns service orders on the Service Order page. Once a service order line is assigned, the assigned technician, using the My Service Order component, can update the status of the service order line, record time and expenses for the requested work, and report material usage. To order materials usage, the technician must use the Order Material component.

The My Service Order component and the Service Order component provide two views of a customer's service order. You can modify the service order from either component, because both components are subject to the same edits. Because the My Service Order and Service Order components have similar functionality, they share features for service orders.

For example, both components are enabled for Active Analytics Framework (AAF), which triggers workflow. In addition, you can control the visibility of certain fields and features in service orders through the use of configuration templates.

See Defining Configuration Templates for Service Orders.

There are, however, functional differences between the Service Order and My Service Order components. The My Service Order component does not provide:

• Time zone information.

• Customer entitlement searches.

  Entitlement details are provided through a link next to the agreement.

• Approval processing.

  The page, however, shows whether a service order or activity needs approval.

In addition to page layout, AAF has been enabled for the My Service Order component to trigger workflow actions and send notifications. When the conditions that are defined in AAF policies become true, the system triggers associated workflow actions automatically and corresponding notifications are sent to assigned recipients.

PeopleSoft delivers a set of AAF policies for the service order that use the workflow action. You can, however, create new policies and conditions to trigger workflow.