Service Modules > Work Order Management > Work Order Management for End Users > Work Order Execution
Work Order Execution
Work Order Execution refers to the set of actions performed after a Work Order is created to ensure the assigned service task is completed accurately, on time, and in accordance with customer requirements.
The following table lists the actions that must be performed and the personas responsible for them during Work Order execution:
Action
Description
Persona
Check Entitlement Manually
Perform interactive entitlement to check relevant Service Contract and warranty coverages. For more information, see Performing Interactive Entitlement.
Service or implementation engineer
Create Estimates
Provide an estimate of parts, labor, and cost before executing the work. For more information, see Creating Work Order Estimates.
Service or implementation engineer
Dispatch Work Order
Assign work orders to technicians using various dispatch methods. For more information, see Dispatching Work Orders.
Dispatcher
Record Usage or Consumption
Record parts consumed, labor hours, and expenses. For more information, see Recording Usage or Consumption for a Work Order.
Technician
Request for Parts
Request required parts to execute Work Order from inventory, suppliers, or warehouses. For more information, see Requesting Parts.
Service engineer or Technician
Create Shipment Orders from Parts Request
Create a shipment order based on the parts request lines to ship parts from inventory to the Work Order location. For more information, see Creating Shipment Orders.
Planner
View and Manage SLA Clocks on a Work Order
When advanced SLA management is enabled, the SLA engine automatically calculates applicable commitment times on a Work Order, such as Initial Response, Onsite Response, Restoration, and Resolution times. For more information, see SLA Clock.
Service Engineer or Technician
Work Plan and Task Management
Create and manage work plans that outlines how to complete a specific task. Work plan defines the process (How), timeline (When), and responsible individuals (Who), providing structure, enabling progress tracking, and ensuring accountability. For more information, see Work Plan and Task Management.
Implementer, Service engineer, or Technician
Create and manage Service Products
Create and manage service products in a Work order that defines what service is being provided, to which product, and under what coverage, such as warranty, service contract, or billable. For more information, see Managing Service Products.
Service engineer
View IB Hierarchy
Enables the traceability of the selected IB to its physical location and helps you understand its structural arrangement at the customer site. For more information, see Installed Base Hierarchy.
Service Engineer or Technician
View IB Timeline
Enables users to visualize milestones, past and future activities for the IB in a timeline UI. For more information, see Installed Base Timeline.
Service Engineer or Technician
Technical Attributes
Capture latest attribute value and view attributes history for the Work Order’s installed products. For more information, see Technical Attributes.
Service Engineer or Technician
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