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3. Prerequisites

Prerequisites 

Location Configuration: 

It's important to configure Location in the Work Order creation process, for identifying work location and to identify the Agents available to take up the task in the specific location to expediate the task completion.

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  1. Add Location and Bulk Upload: These are the 2 options to configure Location in an application. Add location is used to configure one location whereas Bulk upload is used to configure list of location in bulk. 
  2. Edit icon: To edit the existing Location. 
  3. Delete: To delete the Location. 
Location based configuration: 

Based on the Location, building, floor and room can be configured. Based on the Location that the User selects, building, floor and room fields get auto populated in Work Order creation page. 

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Work Order - Type configuration: 

Work Order type configuration is essential to other configurations, such as SLA, Task Template, Auto assignment rule, etc. 

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  1. Add Type: To add individual Work order type. 
  2. Bulk Upload: This is used to add Work order types in bulk.  
Work Order - Sub type configuration: 

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  1. Add Sub Type: To add individual Work order sub type. 
  2. Bulk Upload: This is used to add Work order sub types in bulk. 
 Resource Group Configuration: 

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  1. Add Resource Group: To configure new resource group based on different parameters like location, asset, inventory, case, work order and agent. 
  2. View icon: To view the specific resource group configuration. 
  3. Edit icon: To edit the specific resource group. 
  4. Delete icon: To delete the specific resource group.  
Task Template Configuration: 

Task template configuration helps a User to view a Task template associated with selected Work Order type in Work Order creation page. This is configured mainly for field Agent to specify the task to be completed & update progress / related remarks. This will be displayed both in Web app & mobile app. 

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  1. Add Task Template and Bulk Upload: To create task template individually or in bulk. Work order type and work order sub types are mandatory to create a Task template. Based on this configuration task template will be displayed on the Work order creation page.
  2. Status: It represents the status of the Task template. I.e., Active and Inactive. 
  3. Edit icon: To edit the specific task template. 
  4. Delete icon: To delete the specific task template.  
Auto Assignment Agent Configuration: 

Based on the criteria defined in the Auto assignment rule, Work order will be assigned to the field agent is the concept of Auto Assignment Agent Configuration.  

Ex: Agent with specific skillset, within specific distance, availability as per the roster, rating (quality of work) configured on the settings module, Work order will be assigned.

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  1. Add Rule: To add the rule for Auto assignment of an Agent with certain parameters like Threshold, work order type, work order sub type, skill set etc. 
  2. Edit icon: To edit the specific auto assignment rule.
  3. View icon: To view the specific auto assignment rule.  
Auto Assignment Supervisor Configuration: 

Based on the criteria defined in the Auto assignment rule, Work order will be assigned to the supervisor is the concept of Auto Assignment Supervisor Configuration. Ex: Supervisor with specific skillset, within specific distance, availability as per the roster, rating (quality of work) configured on the settings module, Work order will be assigned.

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  1. Add Rule: To add the rule for Auto assignment of Supervisor with certain parameters like Threshold, work order type, work order sub type, skill set etc. 
  2. Edit icon: To edit the specific auto assignment rule.
  3. View icon: To view the specific auto assignment rule.  
Response & Resolution SLA Configuration:

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  1. Allow SLA to be paused outside of working days: It represents whether to pause the SLA of the work order outside of working days. This also impact on pausing SLA of the work order when is goes beyond the working hours.
  2. SLA Countdown Trigger Point:  To update the SLA Countdown Trigger Point.
  3. Allow extension of Resolution SLA: By enabling this option, agent will be given a flexibility to request time extension for resolving the work order. 
  4. Number of Request: To define the time extension count for agent in resolving the work order.  
SLA Configuration:

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  1. Add SLA and Bulk Upload: To add Response SLA and Resolution SLA individually or in bulk.
  2. Edit: To edit the specific Response SLA / Resolution SLA
  3. Delete: To delete the specific Response SLA / Resolution SLA.
SLA Creation Page:
 
  1. Users can define the SLA name as required.
  2. User can select the Work Order type & sub-type to associate the SLA with.
  3. Users can select Work Order category which will be displayed on selecting Work Order type. 
  4. Priority drop down contains: High, Medium, Low. Users can select one among these. 
  5. Users must select the SLA type. Whether it's a Response or Resolution SLA.
  6. Users can select the duration format. Hour & Time / Calendar Terms.
    1. Hour & Time: User can define the number of days (Out of 30days), Hours & Minute.
    2. Calendar Terms: User can choose this option to count the SLA using different frequencies. Ex: End of the day (11:59pm), End of Week (Sunday 11:59pm), End of 2nd Week, End of the Month etc. The system calculates automatically based on the frequency configured based on the start date the User selects in the Work order creation page. 
Work Order Template Configuration: 

Configure Work order templates required for Association configuration. This template is used in the Auto Work order creation process from Case. 

Association Configuration:

 

  1. Case & Work Order Custom Association: To assign certain case types and sub-types with a specific work order template. This configuration assists for efficiency in case-related work order creation.

  2. Auto-Generate Work Order: This toggle is providing flexibility to automate the Work order creation process for the Case types & sub-types specified in the association's configuration.

  3. Add Association: To add associations. The user must select the Case type, sub-type, severity & priority and then select the Work order template from the pre-configured Work order template list to complete the Association configuration. 

Revision #3
Created 1 August 2024 10:04:04 by Sushma Palapatta Chandran
Updated 4 September 2024 03:01:41 by Sushma Palapatta Chandran
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