Processing a work order

A work order is a request to create or change a service or service set for a specific purpose. Users must regularly review the work orders in the manager to verify whether the user must act upon a work order.

To process a work order, a user must have access to the Work Order Management subtab under the Work Order tab.

To process a work order by using the manager:
  1. Access the manager on the application server.
  2. Click Work Orders.
  3. Use the filters to reduce the number of displayed work orders. The following table indicates the work order states that are typically processed by each user role.
    User role State
    reviewer Pending Review
    designer
    • Pending Creation
    • In Progress
    • Incomplete
    • Rejected by Designer
    • Returned to Designer
    requester
    • Denied by Reviewer
    • Rejected by Designer
    • Ready
  4. Click a work order to review detailed information about the work order. Use the detailed information to decide what action to take with the work order. The possible actions that you can take depend on the state of the work order.
    State Action
    Pending Review
    • To add a comment without changing the state, click Edit, enter the comment into Add comments, and click Save.
    • To approve the work order for development, click Edit, enter a comment into Add comments, and click Approve.
    • To deny the work order and return the work order to the requester for more information or closure, click Edit, enter a comment into Add comments, and click Deny.
    • To close a work order, click Edit, click Terminate, and click OK to confirm.
    Denied by Reviewer
    • To add a comment without changing the state, click Edit, enter the comment into Add comments, and click Save.
    • To resubmit the work order to the reviewer, click Edit, enter a comment into Add comments, and click Resubmit.
    • To close a work order, click Edit, click Terminate, and click OK to confirm.
    Pending Creation
    • To add a comment without changing the state, click Edit, enter the comment into Add comments, and click Save.
    • To accept the work order for further review or development, click Accept (user roles admin and designer only).
    • To close a work order, click Edit, click Terminate, and click OK to confirm.
    In Progress
    • To add a comment without changing the state, click Edit, enter the comment into Add comments, and click Save.
    • To fulfill the work order, click Edit, and then click Fulfill. You can then fulfill the work order in either of the following ways:
      • Associate a service or service set with the work order to enable the requester to run the work order.
      • Indicate that you fulfilled the work order by running the services yourself.
      When you are done, click OK, enter any appropriate comments into Add comments, and click Save.
    • To reject the work order and return the work order to the requester for more information or closure, click Edit, enter a rejection comment into Add comments, and click Reject.
    • To close a work order, click Edit, click Terminate, and click OK to confirm.
    Rejected by Designer
    • To add a comment without changing the state, click Edit, enter the comment into Add comments, and click Save.
    • To resubmit the work order to the designer, click Edit, enter a comment into Add comments, and click Resubmit.
    • To close a work order, click Edit, click Terminate, and click OK to confirm.
    Incomplete
    • To run the service or service set that is associated with the work order, click Inputs, edit the inputs for the service or for the services in the service set, click Save, and click Run.
    • To add a comment without changing the state, click Edit, enter the comment into Add comments, and click Save.
    • To close a work order, click Edit, click Terminate, and click OK to confirm.
    Ready
    • To run the service or service set that is associated with the work order, click Inputs, edit the inputs for the service or for the services in the service set, click Save, and click Run.
    • To add a comment without changing the state, click Edit, enter the comment into Add comments, and click Save.
    • To return the work order to the designer, click Edit, enter a comment into Add comments and click Return.
    • To close a work order, click Edit, click Terminate, and click OK to confirm.
    Returned to Designer
    • To add a comment without changing the state, click Edit, enter the comment into Add comments, and click Save.
    • To resubmit the work order to the requester, click Edit, enter a comment into Add comments, and click Resubmit.
    • To close a work order, click Edit, click Terminate, and click OK to confirm.


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