Difficulty: novice
Content
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
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).
There are several reasons to use corrective work orders within requests:
If multiple contractors are needed to handle one request
If costs have to be registered per work order (adding work order items with planned and actual costs)
If the work orders need to be planned for execution (start- and end date)
Create a work order (from a request)
Users who are 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 accountable for the work order. This person can be changed by the creator if necessary. The “corrective workorder manager” and the other members of the service desk group responsible for the request can also execute the workflow tasks.
Follow the next steps to create a work order:
Open the request
Press the button Work Order.
3. Fill in the details of the work order.
Press the “Submit” button” to let the internal responsible handle the work order further.
To send it directly to a contractor, select the contractor and choose the option " Yes " in the “Send work order via Mail” field the option “Yes.” Use the “Forward Work Order” button to send it to the contractor.
Executing 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.
When all work orders within a request have been handled, the request will go to the status ‘Handle.’ The request can then be dealt with, or additional work orders can be created.
A 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.)
Handle a work order
By default the creator of the work order will become the person internally responsible for the work order. These person can be changed by the creator if necessary. He/she is responsible for almost all tasks within the process. The corrective work order manager and the other members of the Service desk group responsible for the request are also able to execute the workflow tasks.
There are several steps with different options for proceeding with an work order for a contractor
Forward work order
Plan the workorder and forward it to the one assigned to do the job.Start quotation process
A tendering process can be started and will be linked to this work order by using this button
Work Finished
If the work is done, select this option to proceed in the process.Reschedule
If the work cannot be carried out, reschedule the work order.Retract
The status of the request will change back to “submitted” and various fields can be filled in again. For example use this if the request is assigned to the wrong contractor. Don’t forget to assign the work order again!
Approve
If the job is executed as expected and the work order is filled in completely.Reject
Reject the work order, for example the it is not done correctly. When the work order is rejected, the status will change to “Rejected” and you will be able to reschedule the work order.Retract
This way the work order is reset to the "Submitted" status and can be rescheduled.
Summary
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