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.

A corrective work order is always created from within a request.

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: History, favorites, personal bin and groups

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.

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, otherwise this task will remain at the responsible user. A work order email with more information about the work to be executed 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 a 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
Work orders	View work orders Corrective work order manager Preventive work order manager	The option to search for all work orders.
Planboard	Planner via 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	Management dashboards work orders	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).

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.

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:

Open the request
Press the button ‘Create work order’

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.

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.
Additional information on the fields under EXECUTION. In these fields you decide who is responsible for handling the work order:

Check/ change the default 'service 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.

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

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 system settings, a user or several users must first approve the work order before the contractor can start. The work order can be approved or rejected..

Automatically create a Work Order

This information is meant for users that manage the problem tree.

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.

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 as long as the the work order is open! However, no active task will be shown on this persons task list. If you want to open and handle a work order they will need to find the work order via the menu option “Maintenance” > “Work order”.

Status = Submitted

After submitting a work order is goes to the status ‘Submitted’. In this status the following buttons to forward the process 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. More on starting the quotation processes later in this article.

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 process are available:

Work Finished
If the work is done, select this option to proceed.
Reschedule
If the work cannot be executed at the set date and time, click this option to reschedule the work order. For more information, see separate 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. You will for example use this option if the request was assigned to the wrong contractor. Don’t forget to assign the work order again!

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 work order items, the system will check if the materials have been checked out. Before finishing a work order, it might also be necessary (determined by a setting) to upload a “Signed work order document.”
When the work is finished, the work order status will change to ‘Work finished’. In this status the initial requester need to be approved the work order.

Approve a Work order

This 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.

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
Set the order back to the status “Submitted” and you can change and 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

In the status ‘Reschedule’, you can:

Set a start time and end time of the work order.
Select a service group, an internal responsible person and the “Contractor.”
You can also, add remarks for the contractor and have the option to send the work order via an email to the contractor.

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.

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.

Hoe does mandate approval work?

Note; these settings can only be configured by the application manager.

There are four mandate approval settings:

No:
No approval needed
Yes, by manager based on personal mandate:
The requester has a personal mandate (this is set in the general settings of a contact).
If the work order amount exceeds this mandate, the manager must approve the work order. If the amount also exceeds the manager`s personal mandate, the manager`s manager must also approve.
Yes, by specific group:
A fixed group can approve the work order; an amount can be set in the settings from which a mandate is necessary.
Yes, by problem type:
Depending on the problem type, you can choose from the three above options.

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.

Status = Awaiting approval
The work order is awaiting approval by one or more users. After all required mandate approvers have approved the work order, the work order is sent to the contractor and the status changes to ‘Work in progress’.

You will have 2 options to proceed, when a mandate approval is required for a work order: approve or reject.

Note: after the first user approves the work order, the system checks if the mandate amount of this user was high enough. If this is not the case, the workflow changes back to the status 'Awaiting approval'.

Status = Rejected
The work order is rejected, and the ‘Internally responsible’ person needs to be handled again by the ‘Internally responsible’ person. Please check the “Handle a work order” earlier in this article to see what option there are to further handle the work order.

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.

Before you can approve a incoming invoice, the invoice needs to be matched/linked to the correct work order. This can be done automatically or manually.

Invoice fully : Via the Matching tab, the invoice can be matched to Work orders, (Purchase orders and Reservations.)
Use the “Matching tab” to find and select the Work order relevant to the invoice.

Return invoice: If the invoice is incorrect or incomplete. The invoice will received the status: invoice returned.
Request more information: If there any questions about the invoice, you can request more information by using this button and ask for more details via the “Details include”.

The “Work order workflow” will close after matching the invoice with an work order and the “Incoming Invoice workflow”will continue.

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

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
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.