Work Order Lifecycle
The work order travels through various modules of ServiceMax Core product within its lifecycle. The creation, execution, and completion phases may leverage different modules, based on the business scenario and the ServiceMax configuration.
The following are the key stages of work order lifecycle.
1. Creation of work order
◦ Create Service Request Work Order
A call center agent collects information from the customer and creates a Service Request Work Order. For more information, see Creating Service Request Work Order.
◦ Create Field Service Work Order Manually from Service Request or Case, or Automatically using engines
The customer service representative creates a field service work order manually from Service Request or Case, or automatically using configuration-driven engines. This work order represents the service to be performed at the customer site. For more information, see Creating Work Orders.
2. Execution of work order
◦ Check Entitlement: The Work Order is automatically entitled based on applicable Service Contract or Warranty coverage. If auto-entitlement is not configured, the service manager performs interactive entitlement to check service contract or warranty coverage. For more information, see Performing Interactive Entitlement.
◦ Create Work Order Estimates and Submit Quotation
The customer service representative estimates the required parts, labor time, and expenses, and then submits a quotation to the customer for approval. For more information, see Creating Work Order Estimates.
◦ Dispatch or Assign Work Order
The dispatcher dispatches or assigns Work Order the appropriate technician for execution. For more information, see Dispatching Work Orders.
◦ Request and Receive Parts
The service engineer requests necessary parts and receives them through the inventory process. For more information, see Requesting Parts.
◦ Execute Work Plans and Service Tasks: Technicians execute assigned work plans and relevant service tasks that provides detailed instructions on completing specific tasks. For more information, see Work Plan and Task Management.
◦ Record Actual Usage
The service engineer or technician records the actual consumption of parts, labor, and other service related activities expenses. This is tracked using integrated inventory and usage tracking tools. For more information, see Recording Usage or Consumption.
3. Completion of work order
◦ Generate Service Report and Capture Signature
Generate Work Order Service Report and capture customer’s signature for confirmation. For more information, see Generating Service Report and Capturing Signature.
◦ Close Work Order
After completing the service, the service engineer closes the work order, capturing root cause, resolution details, and additional work information. For more information, see Closing Work Orders.
Work Order Lifecycle Use Cases
Consider the following example workflows depicting the work order life cycle:
• A customer calls the Iniscope customer care center to raise an issue with an oscilloscope. The helpdesk agent raises a case or service request first and then generates a work order from the case through an SFM. Entitlements for the installed product is checked. The work order is then scheduled through Dispatch Console or Service Board. Technician for whom the work order is assigned is notified through the Go app. The technician checks for inventory, records parts and labor required for the work order. The technician then works on fulfilling the work order. They generate the service report using output documents on completion and close the work order.
• A preventive maintenance work order is generated for an MRI machine installed at the Good Samaritan Hospital, for a periodic maintenance. Auto-entitlement is performed for the work order. The work order is then autonomically scheduled through Schedule Optimization. Technician for whom the work order is assigned is notified through the Go app. The technician completes the tasks assigned to them in the work order. The technician also generates service report PDF an closes the work order.