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 now changes to ‘Awaiting workorder(s)’ and a workorder 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 workorder.

4. Fill in all the fields of 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 and 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. 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 or set to ‘yes', an email will be sent.

7. Use the “Submit” button” to finish the registrator, or use the “Forward Work Order” button (by using this 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

• 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.

• 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..
  

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.

• The “Internally responsible” person handles almost all tasks within the work order 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 when the open the work order. However, no active task will be shown on this persons task list.

There are several steps with different options for proceeding with a work order for a the person responsible for the work order. For more in-depth information about the steps, keep reading this article!

Status = Submitted
After submitting a work order is goes to the status ‘Submitted’. In this status the following buttons to forward the proces are available:

• 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.
  

Status = Work in progress

After forwarding the work order, the status will be “Work in progress”. In this status the following buttons to forward the proces are available:

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

• Reschedule
  If the work cannot be carried out, reschedule the work order. See seperate section on rescheduling a work order later in this article.

• 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!
  

Approve a Work order

This step is done by the original requester. They will have the last saying if a job is done correctly.

• 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.

• Retract
  

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 re-planned.

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.