Service Desk Practitioners Forum
cancel

Work orders

Highlighted
Yvonne Duxfield
Respected Contributor.

Work orders

Does anyone have something on how work orders work? From setup to closing the work order?

I want to assign diffenrent staff work without having the call moved around the group.
7 REPLIES
Alexander Stroe
Honored Contributor.

Re: Work orders

Hi Yvonne,

WO can be related to a Change...
So when making a change you can create and relate several new or existing WorkOrders. You can assign these WO's to the persons who are responsible for the task.
Now the persons can see and work on their assigned WO's... and this all in ONE single change, it is the change coördinator who is responsible to follow up the status and the progress of the WO's and the Change.

Thanks for assigned points ;-)

Regards,
Alexander
have fun, life's to short!
Ruth Porter
Acclaimed Contributor.

Re: Work orders

Hi Yvonne,

Alexander's advice is right but you can put WOs on service calls as well as changes.

Can I ask why you do not want calls moved around? I ask because in my experience having WOs on service calls makes things more complicated - you have several records to manage rather than just 1 and so I generally advise assigning the call.

Hope this helps

Ruth
http://www.teamultra.net
George M. Meneg
Acclaimed Contributor.

Re: Work orders

I can imagine why Yvonne doesn't want service calls to be forwarded around. It's very easy to lost track in this situation. We stopped forwarding service calls for this reason. And of course using workorders for depicting the complexity of the solution is reccomended in the help.

Our practise is the following:

A service call is landed to a specialist group and it is assigned to a person. If for the solution of the service call extra work from others is required then:
If the "others" belong to different workgroup create the appropriate number of workorders else after the work forward the ticket to the specialist.

This way we don't loose tracking on the work and more importantly we have reduced the number of "lost in the way" service calls to minimum.

Reporting on this is not that difficult as it seems. Only two additional date fields and one custom duration and you can report this flow on the service desk itself!
menes fhtagn
Alexander Stroe
Honored Contributor.

Re: Work orders

Hi,

Sorry George buth working with WO in stead of assigning the Service Call to other persons/Workgroups, in my opinion it is:
- more work intensive
- you have no real track control of the service call (=history lines)
- in ITIL you can't loose a service call because the service desk is responsible for the follow up of the SC.
You can work with WO's for infrastructure management but for Service Management we work with SC. That's the reason why i didn't spoke about relating WO's to SC

Yvonne, as you can see there are existing several best practices of working with HPServiceDesk, i hope it is not to confusing and it helps you to think about how you want to work.

Regards,
Alexander

have fun, life's to short!
George M. Meneg
Acclaimed Contributor.

Re: Work orders

Alexander, I'm not disagree with you, but theory from practice tend to differ. Surely it is more work intensive working with workorders. But it is more clean also. Besides, "work orders" are not hand made. The only thing the specialist have to do is to press "add workorder" and select assignment group and person to the workorder.

And not to forget what HP says:

<<
Service calls, incidents, problems and changes often result in a vast amount of work to be done. Work orders are a tool for employees to plan, assign and follow-up on that resulting work. All work registered in a work order has a priority and a status. The priority or details in the work order will be largely dependent upon the change, problem, incident, service call and the CI it is related to. Details regarding the planned cost and maximum time expected for task completion can be noted in the work order. The person who creates the work order can give it a deadline for completion and assign a time limit for the maximum amount of time to be spent on the work. As the work progresses, the work order can be updated with information reflecting the actual completion time and date, any costs incurred or other changes in the scope of the work. It is possible to view the status of each work order and make adjustments to the scheduled work as necessary.

Work orders provide you with an audit trail of completed work or work still in progress, in a variety of views. Responsibility for completing a work order can change. If the individual assigned the work order cannot complete the task for some reason, it can be assigned to another specialist or back to the individual who originally assigned the work.

The Service Desk application automatically creates history lines whenever a work order status is changed. The history lines record who changed the work order and when the work order was changed. By viewing the history lines you can determine when a work order is completed, overdue or not progressing. You can also record additional information that may help solve the work order and the amount of time spent working on the work order.
>>
menes fhtagn
Marc Hummel
Outstanding Contributor.

Re: Work orders

Hello,
I'll be the 3rd wheel on this one. :)

I tend to agree with both, as per ITIL the result followup/closure/verification... process, it's all about how you want to do your business. No one wants to add more work if it's not needed...

As for what to do, Change + WO = good practice, for one it SHOULD keep your configuration (CMDB) up to date... also one Change can have multiple "tasks" that need to be completed prior to completing the change, multiple CI's may need to be updated by different Orgs, this will allow work to get done 'quickly' because rather than passing the buck and waiting all can work in parallel, so WO's work very well in this instance.

With Service Requests my rational is this, if a customer calls in with a request for service and multiple things need to be done in parallel, then WO's are related and assigned, if however the service request simply can't be handled by the 1st tier and requires more knowledge of the issue, it's assigned to the second tier and so on. Once the request is completed through use of Rules you can reassign to the service desk automatically for followup and closure.

On top of that we've implemented a Customer Response Form that "covers all bases" so to speak, if by accident the request is closed and for "some STRAAANGE reason" wasn't actually finished, the customer is made aware that we believe our work is finished and they then have all the info they need to call back and re-initialize the request and rate our performance. REASON, some of our customers have very very odd schedules, are located in many different time zones and actually getting ahold of them for followup is sometimes impossible.

Either way you need to get all involved in the incident/change and other processes in a room for an hour and decide how they want to do business... I recomend simply drawing the process on a white board because it makes it easy to eliminate redundancy when all involved can SEE what will or should happen... after all ITIL is not definative per say, rather a guideline to help you to continue to improve how one already does business...

So as far as Andrew's comments, yes reducing workload/process-confusion is good. As far as George's comments I tend to agree with him more... you need to nail down a process and stick to it... which isn't to say it can't change later. And as a side note you can throw Westbury into the mix and you have a powerful reporting tool to get 90% of your answers out of the box...

That's my rant and I'm sticking to it! :) hth. good luck.
Wounds heel, Pain fades... chix dig scar's, oh and everybody WangChung.
Johbo
Respected Contributor.

Re: Work orders

Gents,

I am just in the process of implementing workorders used with service calls.

The company i work for is still on HPSD 4.0, that makes it a bit more difficult to automate the actions for creating a workorder and getting the information back in the Service call.

Has one of you got any experience in getting the information from a workorder into the history lines of a Service Call. I am very interested!!!!

That way you can follow the process (in the history lines of the Service call)and you have a clear view on your service calls.

John.