Creating a Work Order in Service Hub

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

1. Click Quick Actions
2. Click Work Order 

New Work Order Button

1. Click the Work Orders Tab
2. 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

1. Start typing the Requester’s name in the Requester Box.
2. 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).
3. Select the appropriate person once their name appears.
4. 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):

1. Bronco NetID(s): Enter the Bronco NetID of the requester or related account
2. Phone Number: Enter the phone number of the requester 
3. Campus: Select the campus, if applicable. Default is Main (Kalamazoo)
4. Building: Select the building, if applicable.
5. 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

6. Site: REQUIRED - Select the appropriate IT Department (OIT, OIT-Confidential, and the Distributed IT Departments using Service Hub)
7. Group: Assign the appropriate site-specific Support Group, if applicable. The work order will be visible to all technicians within the group.
8. Technician: Assign the staff member responsible for work order completion. If a group is assigned, the staff member must be within that group.
9. Status: Open is Default. Click Here for additional explanation on each option (At end of this section)
10. 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
11. Mode: Select the method of reception. Click Here for 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.

12. Category: REQUIRED – Select the Service Offering associated to the work order e. “W-Exchange”
13. Subcategory: Select the appropriate System or Administrative Function. Leave blank if the listed options seem unrelated.   e. “SharePoint”
14. Item: Select the specific Subsystem or Component classifying the work order. Leave blank if the listed options seem unrelated. e. “Departmental SharePoint Site”
15. Action: Choose the action being taken (Add/Create/New, Delete/Remove/Cancel, Modify/Repair/Change)
16. 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
17. Subject: REQUIRED - Give the work order a unique and distinguishable subject
18. Description: REQUIRED - Enter all necessary details that aren’t included in the above fields. The description is visible to the requester.
19. E-mail Id(s) to Notify: OPTIONAL - Use the Search Requester List icon to add requesters and/or technicians to notify via e-mail.
20. Attachments: Attach a file if necessary

20. Resolution: DO NOT enter a resolution until the work order has been completed. REQUIRED to enter a resolution prior to closing the work order.
21. 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

Click Here to Return to “Entering Work Order Details” into the Default Work Order Template

IV: Mode Options Explained

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

1. On the home screen, click the Service Catalog icon
2. There are two simple ways to find the correct Service Offering.
   1. Click the Service Catalog Category containing the desired Service Offering, if it is known.
   2. If the category is unknown, you may easily search all templates. Searching examines both the template name and description.
   3. Click the appropriate Service Offering
   4. 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 all to include ALL requested information in the Description box.
      • Click Add work order