Service Modules > Work Order Management > Work Order Management for Administrators
Work Order Management for Administrators
This topic provides the key administrative configurations required to enable creation, execution, and closure of Work Orders. The Administrator must set up the tools, processes, and automation that guide end users through the service lifecycle.
As part of Work Order management, admin must configure the following:
SFM Wizards
You can configure business processes that determine which actions (transactions or custom actions) are presented to users based on the current state of a Work Order. The following table lists the features you must configure as part of SFM Wizards with specific description:
Feature
Description
Transaction Designer
Design transactions to create new records or update source and related records with pre-filled data, built-in validations for data integrity, and automated updates driven by user inputs. For more information, see SFM Transactions.
Custom Actions
Create Custom Actions to perform complex logic such as fetching external system data, updating, or accessing external systems. For more information, see Custom Actions.
Output Documents
Configure Output Documents to generate documents such as estimates, usage summaries, or transactional detail reports for customers. For more information, see Output Documents.
DataGuide Document Template
Build advanced service reports tailored to specific data needs. For more information, see DataGuide Document Template.
Checklist
Configure checklists to create simple, step-by-step checklists for process adherence. For more information, see Checklists.
DataGuide Form
Configure advanced checklists with dynamic logic and structured data input. For more information, see DataGuide.
Work Plan and Task Management
You can setup the Work Plans and Task Management flow to provide detailed service instructions, manage task execution, and inventory usage and updates for each installed product serviced through the Work Order. For more information, see Work Plan and Task Management.
Enabling SLA Clock Commitments
You can configure SLA Clocks on Work Orders to track time commitments defined in customer contracts. Users can start, pause, and resume these clocks as work progresses. For more information, see Enabling the SLA Clock Commitments.
Entitlement Rules
You can define rules to auto-entitle Work Orders based on associated service contracts or product warranties. For more information, see Entitlement Rules.
Installed Base Timeline
You can create and manage timeline configurations that enables users to visualize milestones, past and future activities for the IB in a timeline UI. The IB Timeline provides a 360-degree view of all IB life cycle management activities, such as customer interactions, fieldwork, downtime, IB coverages, and other related information in events and spans. For more information, see Installed Base Timeline.
Installed Base Hierarchy
You can set up an Installed Product hierarchy view to provide end users with the service Bill of Materials (BOM) structure for the Installed Product linked to a Work Order. You can create hierarchy configurations for specific users, user profiles, or define a default configuration for your organization.. For more information, see Installed Base Hierarchy.
Technical Attributes
You can set up technical attributes view for the user to capture latest attribute value and view attributes history for the Work Order’s installed product. For more information, see Technical Attributes.
Productivity Enablers
You can configure the following Service Modules to promote effective Work Order Management:
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