Work Order

You can create work orders in Work Order screen. This screen also helps to assign the work orders to different employees and schedule the work order.

Through this screen you can also issue non-serialized hardware items to accomplish the tasks associated to a work order.

To create a work order:

1. On the Customer Care module, click Work Order.

2. Retrieve details of the customer on behalf of whom the work order is generated. The Name and Address of the customer appear in the main window.

3. Click Open or Close tab to view the list of open or closed tickets. By default, the latest open ticket will be selected and displayed in the view mode. The user can select the required order number to modify the details.

4. Click New Work Order button to create new work order details.

5. In Basic Information section, furnish the following details:

1. In the Order Date box, enter the date and time. By, default it shows the current date/time.

2. Select Reference Document from the drop-down. A reference document type can be Service Request or Service Order.
   Service Request: Service request is the request registered by a CSR on behalf of the customer in the Service Request screen.
   Service Order: Service order is the request given for subscription services, usage events or hardware items. Service orders are generated through Order screen.

3. Based on the selected reference document type, the corresponding reference document numbers are displayed on the screen. Select Reference Document from the drop-down against which the work order should be generate.
   Reference Document: In case of Service Request, reference document number is the service request number. In case of Service Order, reference document is the order number.

4. Select the appropriate Problem Description from the drop-down.

5. Select work order status from Status drop-down.

6. In Schedule and Assignment section, furnish the following details:

1. In the Preferred Date box, select the date on which the customer wants the service.

2. In the Scheduled Date box, select the date on which the ticket is scheduled for service.

3. In the Service Team box, enter the service team code or description to which you want to assign the work order.  You can also click to browse for a team.

4. The list of employees belonging to the selected team appear in the Assigned To drop-down. Select the employee name to whom you want to assign the work order.

7. You can issue hardware items to accomplish the task associated to the work order. Click the Add button in Material grid. A new row appears in the grid where you can enter item details.

8. In the Item Description drop-down, select the required item.

9. In the Quantity box, enter the number.

10. Based on the selected item type, the item price appears in Price Per Unit box. If you want to modify the price, enter the new price in Override Price Per Unit box. The new price will be overridden with the existing price.

11. In the Issue Entity drop-down, select the inventory location from where the item should be issued.

12. Repeat the above steps to issue multiple items to accomplish the work order.

13. Click icon or Update button to update the item details.

14. In the serialized_items grid, hardware item details like Item Description, Serial Number, and Transaction Type are displayed.

Note: The details captured in work order screen of Field Assistant are displayed in serialized)items grid.

15. In the History section, click Show All hyperlink to view the work order history if any changes are made to the work order.

16. In Comment section, select the comment type from the drop-down and enter the comment note related to work order.

Note: The work order comments defined in WorkOrder Comment screen are displayed in Comment drop-down.

17. Click the Save button to create the work order and generate the work order number automatically.

To modify a work order details:

1. Enter the Customer Number whose work order details should be modified. Else, click the Search Lookup against the Customer # field. The details appear in Lookup Search pop up window. Select the required Customer Number link from the Search Results list in Lookup Search pop up window. The Customer Name and Address appear in the main window.

2. Click Open tab to view the work orders.

3. Select the radio button against the Order # for which you want to modify the details. The work order details are displayed in their respective filters.

4. Modify the work order details. (The work order can be moved to any status other than "RESOLVED" at any point of time)

5. At the time of closing a work order, select Status as Resolved. In the Resolution grid, select the Resolution Description, resolution date, and enter Notes.
   Note: The resolutions defined in Work Order Resolution screen appear in Resolution Description drop-down.

6. Click Close tab to view the list of closed orders.

7. Click the Save button to apply the modification.

Note:

• Service Request specific work orders can be created both in Work Order and Service Request screen, whereas Service Order specific work orders are created only in Work Order screen.

• Through work order screen, only non-serialized and non-provisionable items can be issued.

• Towards the issued item, “One Time Sale Item”charges are generated for the customer.

• Item quantity is automatically updated in the corresponding inventory location once the item is issued.

• Provided Flex Table Attributes to create custom attributes that will be displayed in Additional Info panel.

• Configuration is provided to show multiple "Print" options in this screen. Based on the business requirement, you can also create multiple templates for custom reports to generate work order details in printable format:

For example: You can create your own report templates to add two print options in the screen for generating:

i- Work Order with hardware details

ii- Work order without hardware details etc.