Submitting and Issuing Service Request Work Orders

Service Request work orders are created using the Manage Requests page. Once a service request work order had been created, the service request is erased from the Manage Requests page, and the service request work order is found on the Work Orders page. For information about creating a work order from a service request, see Managing Service Requests.

After being added, work orders in GLOBAL go through two processes. The first process begins in the Identification phase, where information about items such as site, services, and assets is recorded. New work orders created from approved service requests include some of this information based on the original service request. After this information is completed, the work order is submitted and enters the Planning phase, where resources such as parts and labor are assigned to the tasks on the work order. The work order is then issued and the second process is used to complete the work order in GLOBAL.

The following steps show you how to process a service request work order through the Identification and Planning phases. For information about processing a work order through the Execution and Analysis phases, see Completing Tasks and Closing Work Orders.

Identification Phase

  1. Locate the work order on the Work Orders page. To navigate to the Work Orders page, do one of the following:
    • On the Home page, select the Manage Work Ordersbutton Manage Work Orders homepage button.

    • On any page, select the Work Orders drop-down menu Operations button, then select Work Orders.

    The Work Orders page opens.

  2. At the top of the Work Orders page, select the Expand button . The Work Orders filter menu opens.
  3. In the Select Types field, select Service Request. The list is then filtered and shows only service request work orders. By default, the work order list is ordered from the highest numbered work order to the lowest.
  4. Select the work order you want to open by clicking on the Work Order number. work order number The Work Order form opens. The Site, Services, and other fields on the Work Order form are filled based on information included in the original service request. Fields that are empty in the original service request are also empty on the Work Order form.

  5. Complete the Services, Additional Services , and Assets fields as needed. You can not edit these fields once the work order has been submitted.

    Note: These fields may already be filled in the Task Section of the work order. If the these fields are filled in the Task Section, it is not necessary to complete these fields on the work order form.

  6. Complete or edit the remaining fields on the work order form as needed.

  7. Select Submit. The work order enters the Planning phase. The General Info, Tasks, Resources, and Labor tabs appear on the Work Order form.

  8. Continue to the steps listed for the Planning phase.

The Planning Phase

During the Planning phase resources such as parts and labor are assigned to each task on the work order, and other work order details are finalized. When the Planning phase is complete the work order is issued, and tasks are assigned to the people who will perform them.

Use the following steps to assign resources and labor and complete the Planning phase:

  1. To assign a resource to a Work Order Task, select the Resources tab. Select the type of resource you are assigning to the task Work order resources tab. Select the Add button add resources button. The Add resource form opens.
  2. Complete the fields on the form. Fields marked with a red asterisk are required. Users with Manager or Admin level permissions can add select on the fly items by entering them in the correct fields. Select Save. The resource is assigned to the Work Order Task and is displayed on the Resources tab. Repeat steps 1-2 for each Resource you are assigning to a Work Order Task.
  3. To assign labor to a Work Order Task, select the Labor tab. Select the Add button add labor button. The Add Labor window opens.
  4. Select the Task from the drop-down menu.
  5. On the Labor drop-down menu, select the person who will be assigned the task.
  6. (Optional) Select the Maintenance Category and edit the Hourly Rate field as needed.
  7. Select Save. The assignment is added to the Labor tab. Repeat steps 3-7 for each Labor assignment you are adding to a Work Order Task.
  8. Complete or edit the remaining fields on the Work Order form as needed.

    Note: It is important to complete as many fields as possible in the Planning phase. Once the work order is issued and enters the Execution phase, many fields can not be filled or edited. In addition, depending on how your organization has configured GLOBAL, you may not be able to edit or add resources to a task once the work order has entered the Execution phase.

  9. Select Issue. The work order enters the Execution phase. During the Execution phase, the tasks on the work order are completed and information about resources and labor used in completing the work order are finalized. For more information about processing a work order through the Execution phase, see Completing Tasks.