Note
This tab lets you create, view and manage work orders in Customer Care. This tab is only available when Field Service Management is enabled in your system. See the Field Service Management article in the IDI Knowledge Center for details.
Creating a New Work Order
You can initiate a new work order from a customer’s account in Customer Care. The system prepopulates the work order site with address information collected from the account to facilitate creating work orders quickly and easily. Work orders can be created from two places in Care.
In the Information Center, select the Work Orders tab (truck icon), then click Create Work Order.
From the Account Summary, select Account > Work Orders. Then click Create Work Order on the Work Orders page.
Either method displays the Create Work Order form. The first step is to select a contact or service. You cannot select both. This selection prepopulates the associated address as the work order site.
Making a selection enables the Select and Continue button. Click to display the New Work Order form in Workflow. This form is prepopulated with the account, contact, and address information collected from the account. All data can be added or updated.
Select a Work Order Type and Region, and verify all required values are populated, then save. Note: The Region selector pulls values directly from the Zinier application to keep the values in sync.
Saving the work order creates the work order in Zinier and the IDI solution and opens it in Workflow. From there you can schedule work order tasks as defined by the Zinier work order template.
Viewing Work Orders in Customer Care
In Customer Care you can view work orders on an account in two ways:
In the Information Center, click the Work Orders tab (truck icon).
From the Account Summary, select Account > Work Orders.
This displays the Work Orders page with all work orders on the account. You can use the search fields to filter the list if there are many work orders. You can also create a work order.
Clicking a work order from the Information Center or the Work Orders page opens it in Workflow where you can schedule tasks.
