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Work Orders

From work orders you can manage all your set devices, circuits, subscriber and much more.  In this step-by-step we will give you a basic understanding of what makes a work order within  Then we will walk you through the process of completing a work order including adding components, equipment, services, notes, etc. 


When navigating through the course you can click on any bolded text to go directly to the section in the Learning Center or simply use the links at the bottom of each module. 

Step 1: Work Centers & Work Flows

Before you can start to generate work orders, you need to know what makes up a work order.  There are two parts to every order, Work Centers and Work Flows.  Work Centers are the actual stops the order takes on the way to completion. Ideally, each group or person that touches the order has their own work center, like, Inside Plant, Outside Plant, Directory, QA, etc.

A Work Flow is the combination of several different work centers.  Each work center is assigned into a time frame.  The time frames allow the work order to flow sequentially, this means that the work in one center needs to be completed before the order can move to the next time frame.

The final part of the work flow, is determining what information you are adding, moving or changing.  You will assign each work center a data component, they are Subscribers, Authorization Code, Circuit, Account, General Task, Cell Phone, and Set Device.  You must complete the required fields for the data component before you can send the work order to the next center. 

Just the links:

·         Work Centers

·         Work Order Custom Fields

·         Work Flows

Step 2: Manage Categories

There are two categories that you should populate before you start to generate work orders.  Work Order Categories are created to group your work orders together based on a common characteristic.  For example, Add, Move, Change, Telephone, Circuit, etc. 

The second category is for your work order notes.  This allows you to categorize your work order notes based on a common characteristic.  

Just the links:

·         Work Order Categories

·         Orders - Notes

Step 3: Understanding the Work Order Details Screen

Before we start to create work orders, let’s take a look at the work order screen.  There are several panes and ribbon groups that hold some handy tools to help you through the work order process.  We will give you an overview in Understanding the Work Order Details screen

Just the links:

·         Understanding the Work Order Details Screen

Step 4: A Work Order - Start to Finish

You have a basic understanding of the work order process within  It’s time to create your first work order.  We will walk you through the complete process in A Work Order start to Finish.  We will start with basic work order information and work our way up to adding new components as well as existing components.  You will also learn how to drop a component from a work order. 

Just the links:

·         A Work Order – Start to Finish

·         Data Components Ribbon Group

Step 5: Equipment and Services

We all know it takes some equipment and/or services to complete a work order.  You can assign equipment or services directly to the work order.  This allows for the one-time charges to be billed to the account associated with the Adjustable Fields pane. 

Just the links:

·         Orders – Equipment and Services

Step 6: Work Order Notes

In a previous step you created your note categories.  There is one more thing you can choose to create before you add notes to a work order, Category Document Template.  The template allows you to create a standard note that you can select each time you are adding a note.  This is a handy time saving tool, you can create several template for different note types!  Alternatively, you can add just a note to the work order without using a template 

Just the links:

·         Order Notes

Step 7: Work Order Actions

There are several actions that you can perform on a work order.  The following actions are available:

·         Send To – sending a work order to a person who has access to the next work center

·         Send Back – send the work order back to a previous work center

·         Assign To – assign the work order to a person who has access to the current work center

·         Put on Hold – hold the work order in the current work center and time frame

·         Remove from Hold – remove the held order to continue the work flow process

·         Cancel a Work Order – cancel the work order

·         Optional Work Centers – inserting or removing an optional work center

·        Switching a WO to a TT – this action removes the work order from All Active Orders and puts it into All Active Troubles, this does not change the assigned work flow.

You can also attach files to your work orders, when attached anyone who has access to the work order can view the attached file.

Just the links:

·         Send To

·         Send Back

·         Assign To

·         Put on Hold and Remove from Hold

·         Cancelling a Work Order

·         Optional Work Centers

·         Switching a WO to a TT

·         Attach Ribbon Group

Step 8: Viewing Work Orders

There are several options when you want to view work orders.  You can view orders that are assigned just to you, orders that you created, held, closed, cancelled or all work orders.


Just the links:

·         Viewing Work Orders


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