Create a Work Order

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.

   Note: If two contacts are merged, you may see a change in the contact of a work order. The contact remaining after the merge is now associated with the work order, as it replaces the merged contact.

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.

   Note: If your company uses Direct Assignment scheduling, these fields will be reversed. You enter the Work Order Area First, and then the Time Zone.

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. Schedule the Work Order using either the Scheduler or SLA Resolution Due.

   Using the Scheduler:

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

   2. If your company uses Direct Assignment scheduling, the last two fields will be reversed. You enter the Work Order Area First, and then the Time Zone.

      Note: 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.

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

   4. Click Select.

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

      The Requested field is now populated with the time and date (or the specific technician) you selected on the calendar.

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

11. Click Save and Close.

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

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

    The work order is created.