Lifecycle of a Work Order
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 stages of work order lifecycle.
• Creation of work order
• Execution of work order
• Completion of work order
Creating the Work Order
Work orders are created in either of the following ways:
• Users create work orders manually using SFMs.
Work orders are created for Installed Products, Accounts, and Locations through SFMs. Work orders are also created from Cases and Service Requests, to convert a customer query into a work order.
Work orders are created manually by administrator or helpdesk representative personas.
• Work orders are created through automated engines in various ServiceMax modules.
Executing the Work Order
The following ServiceMax modules are leveraged during the work order execution phase:
The following activities are typically performed while executing the work order:
• Entitlements are checked and applied.
• Inventory – part and labor – is updated.
• Work order is scheduled and assigned to a technician.
• Work order is synced to the Go app for technicians.
The following personas are involved at the work order execution phase: Administrator, Dispatcher, and Implementer.
Completing the Work Order
The following ServiceMax modules are leveraged during the work order execution phase:
The following activities are typically performed while completing and closing the work order:
• Time is tracked for technician.
• Service Reports/Output Documents are generated and used for sign-off with customers.
The following personas are involved at the work order execution phase: Technician and End User.
Example Workflows
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 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. 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.