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 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:

1. Open the request

2. Press the button ‘Create work order.’

3. The request status ow changes to ‘Awaiting workorder(s)’ and a workorder is created. The user that creates the work order is set as ‘Internal responsible.’

4. Fill in the details of the work order.

5. On the bottom of the page, you will see four tabs that allow you to add a detailed description, Documents, Costs, and link Assets.

6. EXECUTION: decide who is responsible for handling the work order:

• Check/ change the default 'treatment group.'

• Check/ change the ‘internal responsible’ handle the work order further.

• Select a contractor if you want to forward the work order externally. If you do not wish to send an email to the contract, set “Send work order via Mail = no.” When left empty, an email will be sent or set to ‘yes.’

7. Use the “Submit” button” or the “Forward Work Order” button (by using this function, you skip the planning step, so make sure the time and date are correct).

Mandate approval

incorporating 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 automatically go to the status ‘Handle.’ The request can then be closed, or additional work orders can be created.

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.

Handle a work order

By default, the creator of the work order will become the person internally responsible for the work order. This person can be changed by the creator if necessary. They are 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 can also execute the workflow tasks.

There are several steps with different options for proceeding with a work order.
For more in-depth information about the steps, read further down the article.

Step 1:

• Forward work order
  Make sure you plan the work order (set dates and times). The work order will be assigned to the responsible person when you forward it.

• Start quotation process
  A tendering process can be started and linked to this work order using this button.

Step 2:

• Work Finished
  If the work is done, select this option to proceed.

• Reschedule
  If the work cannot be carried out, reschedule the work order.

• Retract
  The request status 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!

Step 3:

This step is done by the original requester.

• Approve
  If the job is executed as expected and the work order is filled in completely.

• Reject
  Reject the work order; for example, the job is incorrectly done. When the work order is rejected, the status will change to “Rejected,” and you can reschedule the work order.

Start quotation process

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.)

For more info, see the article about quotations.

Plan/ reschedule work order

Before you forward the work order, you need to plan when the order needs to be executed. You can set a start time and an end time.

If the work order can`t be done at the planned time, you can reschedule it by using the reschedule or retract option to be able to plan a new time and submit the work order.

Mandate approval

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.

Awaiting approval
The work order must be approved before it goes to a contractor.

• partially approved
  The work order has not yet received all necessary approvals. For example a manager`s also needs to approve the work order. Because the amount exceeds the mandate of the first manager.

• Approved
  The work order is approved and can be forwarded to the contractor.

• Rejected
  The work order is rejected, and the work order needs to be replanned.

Work finished

If 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.

If the work order has any inventory items, the system will check if the materials have been checked out. Before finishing a work order, it is also necessary (determined by a setting) to upload a “Signed work order document.”

The work order will be sent to the initial requester, who can approve the job.

Financial administration

If 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.

You can read the article about incoming invoices if you want more information about incoming invoices.