Module: Work Orders
Affiliation: Service Hub Technicians/Agents
Technicians can create Service Hub work orders via the following two options
- Service Catalog (recommended)
- Default work order template.
Option 1: Default Work Order Template
Load a Blank Default Work Order Template
Quick Actions
- Click Quick Actions
- Click Work Order
New Work Order Button
- Click the Work Orders Tab
- Click the New Work Order icon
Complete the Default Work Order Template
The requester is the WMU affiliate asking for assistance – They will receive notifications regarding the Work Order
Select the Requester
- There are two ways to search Requester List
Option 1: Search Requester List Icon (recommended)
Click here for full instructions
Option 2: Requester Box
- Start typing the Requester’s name in the Requester Box.
- Matches will start to appear below (Only a set number of options will populate and the verbiage must be identical to that found in Service Hub).
- Select the appropriate person once their name appears.
- The selected person will populate the Requester field and their LDAP information will be loaded as well.
II: Entering Work Order Details
Enter ALL applicable information using the fields below (Leave unrelated fields blank – Only information pertinent to work order completion should be entered):
- Bronco NetID(s): Enter the Bronco NetID of the requester or related account
- Phone Number: Enter the phone number of the requester
- Campus: Select the campus, if applicable. Default is Main (Kalamazoo)
- Building: Select the building, if applicable.
- Room Number(s): Enter the room number(s) associated
Assign ownership to the party responsible for work order completion. MUST select in this order: Site, Group, Technician; options are dependent upon the previous selection. Click Here to View the Multi-Site Model’s Standard Operating Procedures
- Site: REQUIRED - Select the appropriate IT Department (OIT, OIT-Confidential, and the Distributed IT Departments using Service Hub)
- Group: Assign the appropriate site-specific Support Group, if applicable. The work order will be visible to all technicians within the group.
- Technician: Assign the staff member responsible for work order completion. If a group is assigned, the staff member must be within that group.
- Status: Open is Default. Click Here for an additional explanation on each option (At end of this section)
- Priority: Set priority using the Priority Matrix found on the internal site under documents and in this document – Click Here to View. (1 to 99) 50 – Medium is Default
- Mode: Select the method of reception. Click Here for an additional explanation on each option (At end of this section)
Categorization is MANDATORY - MUST select in the following order: category, subcategory, item. Be as specific as possible.
- Category: REQUIRED – Select the Service Offering associated with the work order e. “W-Exchange”
- Subcategory: Select the appropriate System or Administrative Function. Leave blank if the listed options seem unrelated. e. “SharePoint”
- Item: Select the specific Subsystem or Component classifying the work order. Leave blank if the listed options seem unrelated. e. “Departmental SharePoint Site”
- Action: Choose the action being taken (Add/Create/New, Delete/Remove/Cancel, Modify/Repair/Change)
- Work Order Type: REQUIRED - Choose the type of work (New Work Request/Service Offering, Production Support/Operational Work, Incident/Issue, Inquiry) Click Here for Diagram
- Subject: REQUIRED - Give the work order a unique and distinguishable subject
- Description: REQUIRED - Enter all necessary details that aren’t included in the above fields. The description is visible to the requester.
- E-mail Id(s) to Notify: OPTIONAL - Use the Search Requester List icon to add requesters and/or technicians to notify via e-mail.
- Attachments: Attach a file if necessary
- Resolution: DO NOT enter a resolution until the work order has been completed. REQUIRED to enter a resolution prior to closing the work order.
- Click Add work order. The Add work order button will save the current entry and route you to the Work Order Tab
III: Status Options Explained
Status |
Description |
Timer Status |
In Progress |
||
On hold |
Work stopped temporarily until pending decisions are made or preceding work is complete |
Stop |
Open |
Work is in progress to complete the service offering or resolve an issue |
Running |
Waiting for Response |
Work cannot proceed without a response or information from a customer or external entity (e.g. vendor) |
Stop |
Completed |
||
Canceled |
Customer and/or supervisor has agreed to cancel the work |
- |
Closed |
Work has been completed or issue has been resolved to the requester’s satisfaction |
- |
Referred |
Work cannot be completed by a unit using Service Hub, therefore the requester has been referred to another WMU unit or team. |
- |
Resolved – Waiting for validation |
Work has been complete, or issue has been resolved, but the requester has not yet validated |
- |
Click Here to Return to “Entering Work Order Details” into the Default Work Order Template
IV: Mode Options Explained
Mode |
Description |
After Hours |
Help Desk use ONLY. Used when help is obtained when OIT is closed. |
Call In |
Used for work orders obtained via phone call. |
Chat |
Used for work order’s obtained via Chat (i.e. Help Desk Chat) |
Default Template |
Used for work order’s submitted via the Default Work Order Template |
Drop-Off |
Used when items are dropped off. (i.e. Scanning Service drop-box) |
|
Used for work orders that are input automatically via e-mail. |
Mobile Help Desk |
Help Desk use ONLY. Used for work order’s obtained by the Mobile Help Desk. |
Referred |
When referring customers to a Site/Unit not using Service Hub for work tracking. |
Service Catalog |
Used for work order’s entered via the Service Catalog |
VOIP Classroom Intercom |
Classroom technology help requests |
Click Here to Return to “Entering Work Order Details” into the Default Work Order Template
V: Priority Matrix
Click Here to Return to “Entering Work Order Details” into the Default Work Order Template
Option 2: Service Catalog Templates – Prebuilt for Specific Purposes
Technicians (OIT and Distributed WMU IT Staff) have access to the Service Catalog, an organized collection of ALL work order templates.
- Templates use preset categorization, ownership, and other designated fields.
- Templates are generally for repeated activities including daily operational work, issues or inquiries about a specific system, and requesting new services.
- Templates can automate tasks and workflow, resulting in a streamlined process.
- OIT fulfills ALL template modifications, additions, and deletions. Click Here to submit requests via the “Service Hub System Administration and Modifications” Template
- On the home screen, click the Service Catalog icon
- There are two simple ways to find the correct Service Offering.
- Click the Service Catalog Category containing the desired Service Offering, if it is known.
- If the category is unknown, you may easily search all templates. Searching examines both the template name and description.
- Click the appropriate Service Offering
- Complete the pre-filled template. Enter ALL relevant information; however, filling in every field is not necessary e. technician, item, etc.
- Make sure to fill in all required fields (red star). Make sure to include ALL requested information in the Description box.
- Click Add work order