Difficulty: novice
Content
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Learning Objectives
After reading this article, you’ll be able to:
Know what corrective work orders are
Create a new work order.
Corrective work orders
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1. What is this module about
The Corrective work orders module in Workplace Management helps service teams create and manage work orders based on user requests. These work orders can be assigned to either internal or external contractors to fix the issues.
For instance, if a toilet is broken and leaking, the facility service group might be unable to fix it. In this case, a work order can be created for an external contractor, like a plumber, to handle the repair or install a new toilet. The contractor can register the costs, and the work orders can be reviewed internally afterward.
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A corrective work order is always created from within a request. |
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The following chapters describe the use of this module as a key user. Whether or not all functionalities mentioned below are available to you as a user, depends on your assigned system groups. Contact your application manager in case you miss functionalities relevant to you. You can always check which system groups are assigned to you via your profile in the top right corner. For more information about this, see: |
2. High over process overview
In this chapter, a high-over overview of the process is described. For a detailed description of every step in the process, see the chapter further below: Process step by step
The Corrective work order module has several system groups related to it, allowing authorizing users for specific parts of, and tasks within this module. Below an overview of all relevant system groups and their role within the requests workflow. Also other additional system groups without a task in the requests workflows are mentioned.
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A corrective work order can only be created from a request. A corrective work order can either be created manually by the responsible user of the request or a corrective work order is automatically created from a request, based on the linked problem type. The servicedesk team and responsible user of the request are automatically taken over to the work order.
The responsible user can add work order items for expected cost registration. The work order can be submitted first or can be directly assigned and forwarded to the applicable contractor. The contractor handling the work order can be a preferred supplier or can be selected via a separate tendering process.
With mandate approval enabled, the mandate approver needs to approve or reject the expected costs of the work order. Mandate approval can be done by the responsible users manager, by users of a specific system group or depending on the problem type of the corresponding request. If the mandate approver rejects the work order, the responsible user need to reevaluate the work order and update the costs.
Once the work order is forwarded to the contractor, the contractor can execute the work. If the contractor (e.g. an external supplier) has access to Workplace Management, the contractor can directly handle the work order from the application. A work order email with more information about the work to be executed and expected costs can also be emailed to the contractor.
If details of the work order are incorrect or the work order needs to be replanned, the responsible user can retract the work order and make the necessary changes before forwarding the work order to the contractor again.
Once the contractor is done and the work is finished, the work order can be reviewed by the responsible user. If the work is not executed as desired, the work order will again be forwarded to the contractor with additional remarks about why the work is not approved.
Depending on the clients settings, the work order can be financially handled after the work is approved by the responsible user. The financial administration around work orders usually consists of handling the invoice send by the contractor. If no financial handling is necessary, the work order will automatically be closed.
3. Navigation menu & Startboard
For the Corrective work orders module, the following navigation menu options become available:
Navigation menu option | Available to system groups | Description |
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Work orders |
| The option to search for all work orders. |
Planboard |
| The option to view already forwarded work orders and plan not yet forwarded work orders via drag and drop on a calendar view. |
Work orders dashboard |
| A management dashboard with overviews and graphs related to corrective work orders (Planned vs actual costs, Costs per building, etc.) |
For the Corrective work orders module, the following starboard tab becomes available:
This tab is available for the following system groups:
Servicedesk employee
Management dashboards requests
This startboard tab has some buttons that are similar to the navigation menu options with the same names. Next to that, this tab has the following includes (most are only visible if they contain data):
Requests for my team, not yet assigned
Requests assgined to me
Corrective work orders for me or my team not yet forwarded to contractor
Corrective work orders for me or my team in progress
Corrective work orders for me or my team handled, but not yet closed
4. Process in details
4.1 Process step by step
Corrective work orders are created within a request and are used to plan, execute, and monitor the work
that comes from the request for contractors (internal employees or external suppliers).
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There are several reasons to use corrective work orders within requests, for example:
If more contractors are needed to handle one request. As it is possible to create multiple work orders in one request.
Option to register costs. By adding work order items with planned and actual costs.
For planning the work. Work orders have a start- and end date.
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Create a work order (from a request)Users currently responsible for a request can create a work order within that request. By default, the creator of the work order will become the person internally responsible for the work order. This person can be changed if necessary. Besides the user to whom the work order is assigned, users with the group “Corrective workorder manager” and the other members of the service group responsible for the request can also execute workflow tasks (assign, handle, forward, etc.). Follow these steps to create a work order:
 3. The request status now changes to ‘Awaiting workorder(s)’ and a work order is created. The user that creates the work order is set as ‘Internal responsible.’ Note: it is now already possible to return to the request and create another work order. 4. Fill in all the fields on the work order. When needed, consult the help text by hovering over a field. Some of the fields are grey out, these field are filled in automatically or cannot yet be filled in in this step. Greyed out fields are read-only. For example the field “Planned amount” and the other fields under the FINANCIALS section are calculated based on the input on the ‘Cost’ tab at the bottom of the page. 5. Additional information on the fields under EXECUTION. In these fields you decide who is responsible for handling the work order:
6. On the bottom of the page, you will see four tabs that allow you to: add a detailed description, Documents, Costs, and link Assets. 7. Use the “Submit” button” to finish the registrator, or use the “Forward Work Order” button., By using the forward function, you skip the planning step, so make sure the time and date are correct! Read more on these functions in the “Handle a work order“ section this article.  Good to know
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Automatically create a Work Order
It is possible to automatically create (and assign) a corrective work order from a submitted request. This can for example be used when a specific problem always needs to be solved by a contractor, like the flooding of the parking garage. To be able to do this you need to set “Auto create work order” to “Yes” for a problem type.  |
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Handle a work orderBy default, the creator of the work order will become the person internally responsible for the work order.
 Status = SubmittedAfter submitting a work order is goes to the status ‘Submitted’. In this status the following buttons to forward the process are available: 
Status = Work in progressAfter forwarding the work order, the status will be “Work in progress”. In this status the following buttons to forward the process are available: 
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Work finishedIf the work order is finished (the contractor says so), you can put the work order on the status “Work Finished” by using the “Work Finished” button.
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Approve a Work orderThis step is done by the original requester/internal responsible of the work order. They will have the last saying if a job is done correctly. Depending on the client settings, work orders might also be auto-approved. If this is the case the work order will move directly to the status 'Financial administration” after.
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Start quotation processA tendering process can be initiated if it is not yet sure which supplier will execute the work. Based on the setting, the tendering process will be performed outside Workplace Management or via the tendering process in Workplace Management. When initiating a tendering process from a corrective work order, the work order items will automatically be created as quotation items within the tendering process. After accepting the best quotation, the work order items will be updated (price, etc.) For more info, see the article about quotations. |
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Plan/ reschedule work orderIn the status ‘Reschedule’, you can:
When you changed the necessary fields, click ‘Forward work order’ to continue the proces and assign the work order.   When can you reschedule a work order?During the status “Work in progress” you have the option to reschedule a work order. By using the “Reschedule” button or “Retract” button. You will be able to adjust the work order, like in the above screenshot.  |
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Mandate approvalExecuting a mandate approval within the corrective work order process is possible. Based on the settings, a user or several users must approve the work order before the contractor can start. The work order can be approved or rejected with a mandatory reason. Hoe does mandate approval work?
There are four mandate approval settings:
For in-dept step explanations about mandate approvals see article regarding /wiki/spaces/~63a5baf2d3aeefa405416343/pages/210305160. A work order which needs an approval can have different statuses.
You will have 2 options to proceed, when a mandate approval is required for a work order: approve or reject.  
Status = Rejected |
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Financial administrationIf a work order is approved after review, a task will be created for the “Financial Administration” to handle the incoming invoice(s). If that part is handled, the work order will be closed.
 The “Work order workflow” will close after matching the invoice with an work order and the “Incoming Invoice workflow”will continue. |
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Summary
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Search
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4.2 Additional options and related modules
4.3 All fields
5. Automated emails
For the corrective work order module, the following default workflow emails are available:
Email content | When is it sent | Send to |
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The confirmation to the contractor to handle the work order, including a PDF attachment with more details about the work to be executed | Once the corrective work order is forwarded to the contractor | The contractor of the work order |
A request to the mandate approver(s) to approve the corrective work order total amount | Once the corrective work order is forwarded to the contractor (only if mandate approval for corrective work orders is enabled) | The mandate approve(s) of the work order |
6. Related articles
The following articles are aimed towards application managers and implementation consultants:
For more detailed implementation information (including how to activate the module), which system groups are involved, data imports, see: Corrective work orders module activation and information
For more information on the content of this module, including detailed descriptions of some of the core components, see: Corrective work orders module in the 'Application Managers' section.