5Work Orders

This chapter contains the following:

Generic Work Orders

A work order can be any work performed at a customer site, like an installation, standard maintenance, or a repair request. A generic work order isn't integrated to any other application.

Use generic work orders if you need to send field service technicians to resolve customer issues. Generic work orders are turned on and ready to use in B2B Service.

Work orders can have the following information:

  • Customer contact information

  • Type of work to be performed

  • Date and time the work is scheduled

  • Information about part orders

You can open work orders through Service Requests, or from Work Orders from the Service springboard.

To create a work order, do the following:

  1. Open Work Orders.

  2. Click the Create Work Order button.

    If there is more than one type of work order, this is a drop-down list. Select the type of work order you want to create.

  3. Complete the required fields.

  4. Click Save and Close.

You can open work orders through Service Requests, or from Work Orders from the Service springboard.

To update a generic work order, do the following:

  1. Open the work order.

  2. Select the work order that you want to update.

  3. Update with your changes.

  4. Click Save and Close.

Oracle Field Service Cloud Work Orders

A work order can be any work performed at a customer site, like an installation, standard maintenance, or a repair request.

Work orders can have the following information:

  • Customer contact information

  • Information about the location where the work is to be performed

  • Type of work to be performed

  • Date and time to do the work

  • Product and maintenance details necessary for completing the work

  • The person the work order is assigned to

You can open work orders through Service Requests, or from Work Orders from the Service springboard.

To create a work order, do the following:

  1. Open Work Orders.

  2. Click the Create Work Order button.

    If there is more than one type of work order, this is a drop-down list. Select the type of work order you want to create.

  3. Select a contact from the list of values.

  4. Enter information in the remaining fields using the following table as a guide:

    Field Description

    Phone

    If the contact has a primary phone, it's automatically populated. If the contact has another phone, use Other Phone from the list of values. You can make changes to the contact's information by clicking the Manage Phone link in the list of values.

    Email

    If the contact has a primary email, it's automatically populated. You can change or add the contact's email by clicking the Manage Email link in the list of values.

    Address

    If the contact has a primary address, it's automatically populated. If the physical address where the work is being performed is different from the primary address, use the list of values to find the physical address. If the address doesn't exist in the list, add it by clicking the Manage Address link in the list of values.

  5. Select the Time Zone for where the work is being performed.

  6. Select the Work Order Area from the list of values.

  7. Select the Type of Work to be performed from the list of values.

  8. Optionally, enter a time (in minutes) for a Reminder to the customer.

    The reminder triggers the service representative to contact the customer to confirm the time that the technician is scheduled to perform the work.

  9. Click the Calendar icon in the Requested field. The calendar appears with information based on the work order type and work order area.

    If there's a service level agreement (SLA) and you select a time that's outside the resolution due, a warning message lets you know.

  10. Select a date and time slot on the calendar for when the work should be completed.

    If a resolution due is assigned from the SR, then you don't have to select a time slot. If you select a time slot, it overrides the resolution due. If there's no resolution due from the SR, then you have to select a time slot to save the work order.

  11. Click Select.

    You're taken back to the Create Work Order page.

    The Requested field is now populated with the time and date you selected on the calendar.

  12. Optionally, enter a Case Note for the technician.

  13. Click Save and Close.

    You see a confirmation message with the work order number. You can use that work order number for future searches.

  14. Click Refresh on the Work Order page to validate that the work got scheduled.

    The work order is created.

You can open work orders through Service Requests, or from Work Orders from the Service springboard.

To update a work order, do the following:

  1. Open the work order.

  2. Select the work order that you want to update.

  3. Update the work order with your changes.

  4. Click Save.

    A confirmation message appears showing the change was submitted.

  5. Click Refresh to see change confirmation. The work order is in read-only mode until the Oracle Field Service application acknowledges the change. This should only take a moment. When the change is confirmed, the Edit Work Order page appears with the change displayed.

  6. Click Save and Close.

You can open work orders through Service Requests, or from Work Orders from the Service springboard.

To reschedule the date or time for a work order do the following:

  1. Open the work order.

  2. Click the work order number from the work order list.

  3. Click the link for the Requested Time and Date. You can also click the Calendar icon.

  4. Select a new date and time on the calendar.

  5. Enter a reason for rescheduling.

  6. Click Select.

  7. Click Save.

    Oracle Integration Cloud now confirms the rescheduling.

  8. Click Refresh to make sure the rescheduling is confirmed. The work order is in read-only mode until Oracle Field Service acknowledges the change. Once rescheduling is confirmed, the Edit Work Order page returns and the information for Requested and Scheduled match.

    Note: Rescheduling failures can be caused by the following:
    • Rescheduling was rejected by TOA.

    • Oracle Integration didn't connect to TOA. An administrator must manually reschedule the work order.

  9. Click Save and Close.

You can open work orders through Service Requests, or from Work Orders from the Service springboard.

To cancel a work order:

  1. Open the work order.

  2. Click the work order number from the work order list.

  3. Click Cancel Work Order.

    A warning message lets you know that you can't reopen canceled work orders.

  4. Enter the Cancel Reason.

  5. Click Cancel Work Order.

    The work order read-only until Oracle Field Service Cloud acknowledges the cancellation.

    You see a confirmation message.

Sometimes parts are required for a work order. If you're using Oracle Service Logistics Cloud, you can use the Parts Details tab to order parts that are required by the field service technician.

If parts are needed for a field service technician to resolve an issue, and you're using Service Logistics, the Parts Details tab is available on the View Work Order page. Use that tab to add the parts to the work order. When you save the work order, a transfer order is then created to ship the parts for the field service technician to use for the repair.

Use the Audit History tab on the Edit Work Order: Summary page to see work order audit reports. You can filter the audit reports by date, user, and events.

To view audit history for a work order do the following:

  1. In the Edit Work Order: Summary page, click the Audit subtab.

  2. Expand the Search region and select the date range for which you want the report.

  3. Enter the other search details if required, such as User Name and, Event Type.

  4. Click Search.

  5. To export the report, click the Export to Excel icon, or click Export to Excel from the Actions menu.

You can save your search criteria by clicking Save in the Search region.