Module: Work Orders
Affiliation: Service Hub Technicians/Agents
In the event Service Hub is unavailable, the alternative means of tracking IT work will be to email Service Hub. Departments that have business rules in place to auto-assign work orders from emails sent to their departmental account may continue to send emails to their department-specific email address. Everyone else should email email@example.com to create work orders. Once Service Hub has been restored, the system will import queued emails and create work orders. IT Staff can then process their work orders once service has been restored.
At a minimum, work order emails should include:
- Requester's name
- Requester's contact info (phone or email)
- Brief description of the request/issue
Once Service Hub service has been restored, the system will process all emails and create work orders. With the exception of departments who have business rules in place to automatically re-assign work orders based on the email address it was sent to, work orders will be created using the default template which will be assigned to the Help Desk in the OIT Site. The person who submits the work order via email will also receive an email response from Service Hub with a link to the work order once it has been created. The submitter should use this link to re-assign/categorize appropriately. Work orders can also be filtered on the default template, Help Desk, and OIT Site values mention previously if a technician other than the person who submitted the work order has been tasked with re-assigning/categorizing.