Work Order Creation from a Service Request
Employees in an organization can create and submit a self-service request online to an agent concerning a problem they may be experiencing which can range from the need to replace a light bulb in their office to problems with their computer hardware and software. Many service requests are fulfilled without creating a work order. However, if an agent receives requests concerning problems that cannot be resolved easily, then the agent creates a work order directly from the service request. When an agent creates a work order from a service request, the work order is created with a minimum of data. Later, a planner or scheduler can update the work order with any missing information and assign it to the appropriate technicians.
For example, an employee creates a self-service service request to have a file cabinet moved from one location in the employee's (requester's) office to another location. Because this type of work requires the use of facilities personnel to physically move the filing cabinet, the agent that reviews the service request creates a work order and work order task for a technician to move the filing cabinet. The work order is assigned and scheduled (if necessary). The technician then moves the filing cabinet, enters the time it took to perform the work in the work order, and marks the work order task as complete. The requester is notified that the work order is complete and has a specific amount of time to respond before the service request is closed. A work order task is automatically closed after the number of close days from the completion of the work order task, which is specified on the work order business unit definition, has expired. The closure of the work order is of no concern to the requester.
In addition, work orders can include multiple, related service requests. Once the work order is complete, all associated service requests have their status set to ‘Completed.’ You can also implement email alerts so that all requestors are notified of the completion. The many-to-one relationship can help improve maintenance planning and scheduling, and reduce overall asset downtime by addressing multiple service requests at once.
See:
Associate to Existing WO (Work Order) Page