Work Request (SR)

Introduction: Work Request Application is used to create a request for required service or
work or to report problem and then route it through workflow to a Person Group/Lead
craft .
The Service/Work Request enables user to create, modify the record. All the required
details are entered in this page. Work Request will be further used to create Work Order.
Note:
To raise Service/Work Request user must have authority defined in security group.
Service/Work Request application is Workflow enabled

Work Request Application

To access Service/Work Request Application, click on Go To>Work Order>
Service/Work Request. ( Fig.1)

Fig.1
1. Click on the New Work Request icon
2. Service/Work Request number is auto-generated. There are some fields will be
auto populated with this action e.g. User Information, Reported Date and
Affected Date. Enter the summary of the request. Enter detail information about
request in the Details area ( Fig.2)

Fig.2
3. Click SR Type

value list, to populate appropriate type of request.(Fig.3)

Fig.3
4. Enter all mandatory fields e.g. Locations, and Executing Lead Craft.
User can also change the default values in the Reported Priority and On Behalf
of, Dates. Complete all other necessary information in other fields (Fig.4)

Fig.4
5. Click on the Save icon

once the request is complete. Request is now created

and saved with the Status NEW

6. To process Service/Work Request, click on the Route Workflow sign
the top menu bar to start the workflow process.

on

The workflow will check for completeness of all Mandatory fields and if its untrue then it
will display corresponding error messages to populate the missing value.
If all conditions are met and true then Workflow sign will change to
get the following three choice ( Fig.5).

Fig.5

and the user will

Process with Work Flow

By selecting this option the workflow will check approval rights, and if the user has
approval authority then workflow will exit after changing the status to Approve.
Or if user has no approval authority then workflow will exit without changing its
status NEW. (The request will routed to the users Supervisors Persons Groups
for approval).

Stop Work Flow

By selecting this option the workflow will exit without changing the status of the
Request.

Cancel SR
By selecting this option the workflow will exit after changing the status of CAN.
Then the record becomes history and will be read only.

User as a Supervisor:
1. Supervisor will get the assignment for the Request in his Inbox/Assignments
(Fig.6)

Fig.6
2. Click the Route icon from Inbox/Assignments
, in order to Review or route
Request further.This action opens the records with workflow options. Here
Supervisor can review the Request before proceeding with below stated options
(Fig.7)

Fig.7

Approve SR

If Supervisor approves the Request then process will again check for the current
supervisors approval authority and workflow send the record to Person
Group/Lead Craft Inbox/Assignments.

Send to Originator for Review/Change

By selecting this option, Supervisor rejects the Request and record will be routed
back to Originator for further review and resubmit.
(Where Originator either can close or re-route again for approval after changes.

User as a Lead Craft:

1.

User as Lead Craft will get the assignment for the approved Request in his
Inbox/Assignment (Fig.8)

Fig.8
2. Click the Route icon from Inbox/Assignments
in order to Review or route
Request further.This action opens the Request, and when Lead Craft Route workflow
for further action. The lead Craft will get a option to Route WF Forward or else
Supervisor can Reassign to different person (Fig.9)

Fig.9

When Lead Craft Route WF Forward, then user will get the following option (Fig.10)

Fig.10

Generate Work Order

By selecting this option user generates the related follow-up Work Orders and
changes the status of Request to INPRG. The Work Order will be navigated from
Related Records Tab.
Route to New Executing Lead Craft
By selecting this option user will be get option to route the Request to New
Executing Lead Craft.
Resolve SR and send to SRs Approval Authority for Closure
By selecting this option the workflow will change the status to RESOLVED.
(The request will routed to the Requests Approver for confirmation and closing or
routing back to Lead Craft and changing Status to PENDING).
Change to Appropriate Status (INPRG/QUEUE/RESOLVED/CLOSE/CAN)
By selecting this option the workflow will allows to change the status to INPRG
QUEUE, RESOLVED, CLOSE, CAN, RESOLVED.
Create New SR (Manually Set Type = WSR)
By selecting this option user generates the related follow-up Work Service Request
by default SR to WR (User requires to change manually SR Type to WSR) with
status NEW. The WSR will be navigated from Related Records Tab.
Resolve SR and Send to SRs Originator for Closure
By selecting this option the workflow will change the status to RESOLVED.
(The request will routed to the Requests Approver for confirmation and closing or
routing back to Lead Craft and changing Status to PENDING).

Note: All Service/Work Request of Type FCR, MOD, FCR, SA, and WSR, the
workflow will be routed to up to the organizational Hierarchy up till it reached the Team
Leader for appropriate decision e.g. to Approve, routed to desired Lead Craft or another
Discipline trade.