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 Creating and Completing a Work Order

A Work Order - Start ot Finish

Creating a Work Order

The first step in any work order system is to create a new work order. The workflow changes depending on the type of order you are creating, however, the fields within the Adjustable Fields pane are consistent with every work order.

1.       Click the Orders/Troubles menu.

2.       Within the Navigation pane, click Orders and then All Active Orders.

3.       There are two ways to create a new work order:

·         Within the toolbar directly above the Navigation pane, click the drop-down arrow next to New. From the list, select Work Order.

·         Within the Actions pane, click the Create New Work Order link.

The Work Order – [New Work Order] window opens allowing you to generate a new work order.

4.   In the Basic Information pane, click the Work Flow drop-down arrow to access a list of the workflows created within your database. From the list, select the workflow.

5.   After selecting the workflow, the Order Number and the Due Date field become available. Depending on how your administrator has designed your work flow, the fields may auto-populate. However, if the fields are blank, complete the following fields:

·         Order Number – type an alphanumeric order number. This field may auto populate with a number generated by cairs if your administrators have setup auto-numbering. 

·         Alt Order Number – type an alphanumeric alternate order number.

·         Due Date – this field may auto-populate with a date as determined by the Days to Completion field within the Work Flow Setup.  You can change the date and time by clicking on the field to type the due date and time.   

6.   In addition, the Adjustable Fields, Other Fields, Portal Request, and Description panes become available.

7.   Within the Adjustable Fields pane, complete the following information (required fields are marked with an asterisk (*):

·         Site* – click the drop-down arrow to access a list and from the list, select the site. The site drop-down list displays the bottom-most site first. After the ~~ is the complete path to the site. Each site level is separated by a >.

·         Building– click the drop-down arrow to access a list and from the list, select the building name. This is the physical location of where to install, move, or modify the component.

·         Switch Name – click the drop-down arrow to access a list and from the list, select the switch name associated with the new component(s).

·         Organization Name – click the drop-down arrow to access a list and from the list, select the name of the organization. The organization drop-down list displays the bottom-most organization first. After the ~~ the complete path to the selected organization displays. Each level of the organizational tree is separated by a >. Once you select an organization, the complete path populates within the field.

·         Subscriber Name – click the drop-down arrow to access a list and from the list, select the name of the subscriber associated with the new component(s).

·         Account Number – click the drop-down arrow to access a list and from the list select the account number for the new component(s). The list of accounts displays not only the account number but also the account type, one-time, recurring or call charges and organization. 

·         Contact Name – type the name of the contact for this work order.

·         Contact Phone – type the telephone number for the contact for this work order.

·         TCO – click the drop-down arrow to access a list of the TCO Groups within your database, from the list select the group to associate to the work order.  This field must be populated if you want your subscribers to see the TCO when viewing the work order through the Subscriber Portal. 

·         Portal Request – if the work order was requested via the portal, this is the description the user entered.  This field appears here as well as in its own pane because you can restrict editing based on profile. 

·         Work Order Category – click the drop-down arrow to access a list and select the work order category. After the order creation, you can change the work order category, if necessary.

·         Order Misc 1 – 30 - use these fields to enter in any additional information regarding the work order. 

8.   The Other Fields pane is read-only. This pane displays information regarding the status of the work order; the following information is displayed:

·         Created By - this field remains blank until you generate the work order at which time the field populates with your user name. Once you generate the work order, this field name changes to Created By. When anybody views the work order within your system, their user name displays in this field.

·         Open Date – auto-populates with the current date. When viewing the work order, this field displays the open date of the work order. 

·         Close Date – remains blank until a user closes the work order at which time this field populates with the work order’s close or cancel date.

·         Current Status*– auto-populates to Open. When viewing the work order, this field displays the work order status. You may see one of the following statuses:

o    Open

o    Closed

o    On Hold

o    Reviewed

o    Cancelled

o    Complete

o    Not Active

o    Pending Sent Back

·         Current Time Frame * – displays the time frame number the work order is currently in. 

·         User Name & Last Opened By – this field remains blank until you generate the work order at which time the field populates with your user name. Once you generate the work order, this field name changes to Last Opened By. When anybody views the work order within your system, their user name displays in this field.

·         Last Activity Date & Last Opened – this field remains blank until you generate the work order, at which time the field populates with the current date and time. Once you generate the work order, this field name changes to Last Opened. When the work order is viewed or any changes are made, this field displays the date and time those actions were saved.

·         Hold Date – this field remains blank until you place the work order on hold, if applicable. Once you place the work order on hold, the date the hold is placed on the order displays in this box.

9.   The Portal Request pane populates with information submitted via the Subscriber Portal.

10. Click the Description field to type a Work Order description. Within this field be as descriptive as possible as all users with access to the Work Order can view this field. You can access the field any time during the work order process.

11. Once the required information is complete within the upper pane, click the Create New Order button. The order is created and the workflow, order number and due date are grayed out. The open date, last opened by and last opened fields are completed with the appropriate information.

12. To exit the work order, click on the Save & Close button within the Actions ribbon group.  If you access rights permit you may be able to continue working with the work order. To learn what to do now, see the ‘It’s Created, What Happens Now?’ section.

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