Create a work order

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You can create a Work Order from any ticket (Incident, Problem, or Service Request.). You might do so if resolving the ticket requires a Work Order rather than an activity.

Before you begin

When you create a Work Order from a ticket, you create a relationship between the two records. Creating such a relationship usually is for information purposes only, with no inheritance of status or other type of linkage. However, your system administrator might configure the system to allow the Work Order to update the status of the ticket from which it was created.

Procedure

  1. Display the ticket for which you want to open a Work Order.
  2. Select the Create > Work Order action.

Results

The system creates the Work Order. You see a confirmation message with the identifier of the new Work Order record.

The Site field of the Work Order is filled in according to these rules:
  1. If the ticket contains a value in the Asset Site field, the system copies the value to the Site field of the Work Order.
  2. If the ticket does not contain a value in the Asset Site field but does contain a value in the Site field, the system copies that value to the Site field of the Work Order.
  3. If neither field contains a value, the system copies the logged in user's default insert site to the Site field of the Work Order.

You can view more information about the work order in the Work Order Tracking application. On the Related Records tab of the ticket, click the Detail Menu icon next to the identifier of the Work Order record and select Go To Work Order Tracking.