Viewing and Modifying a Work Order in ServiceNow
As a ServiceNow customer, you can access all work orders generated through both the ServiceChannel and ServiceNow platforms thanks to their seamless integration.
Work Order Types in ServiceNow
Work orders in ServiceNow fall under two types:
- Classic. Classic service requests for which callers provide all details manually via the ServiceChannel platform.
- Issue. All other work orders created both via the ServiceChannel and ServiceNow platforms.
Use the Type search field on the work orders list to easily find service requests of the required type.
Furthermore, all work orders belong to one of the following categories:
- Maintenance work orders. Services that occur on a regular basis, such as janitorial or cleaning services. These requests are generated through the Planned Maintenance module of the ServiceChannel platform and belong to the Maintenance category.
- Reactive work orders. Services that happen occasionally, such as broken or malfunctioning equipment or infrastructure, and belong to all other categories.
Viewing Work Orders
Both ServiceNow regular users and admins can view work orders in ServiceNow. Regular users are restricted to only see work orders belonging to the locations shown on their Connection record — these are maintained in ServiceChannel.
- In the left navigation panel, go to ServiceChannel > Work Orders.
- Select Open, In Progress, Completed, or All Calls. The list displays work orders according to the selected status.
- On the work orders list, click the work order number for the service request you want to view. The work order details page opens.
On the work order details page, you can look through the request information, post a comment, and view the work order activities — all changes that have been made to this request since its creation.
You can also attach a file to the work order as well as view, rename, download, or delete attachments.
The files attached to a work order appear at the top of the work order details page. From here, you can rename and view attachments. To download a file, click it.
To open the overlay for managing attachments, click Manage Attachments in the upper-left corner of the page, or click the paperclip icon 
in the upper-right corner.
- To add an attachment, click Choose File, select the required file, and click Open. The file is attached to the work order.
- To view an attachment in a pop-up window, click View.
- To download an attachment, click the file name. To download all files, click Download All.
- To rename an attachment, click Rename, and edit the file name.
- To delete an attachment, select the checkbox next to the file, and click Remove. You can delete multiple files at once.
Modifying Work Orders
Usually, only ServiceNow admins can modify work orders.
Important
You cannot edit work order of the Classic type.
On the work order details page, you can edit the following data:
- Status
- Trade
- Category
- Priority
- NTE amount
- Purchase order number
- Schedule date
- Description
- Type of work order creation
- GL code
Depending on your permissions, you may be able to modify other work order info or, on the contrary, have limited access to editing.
- Navigate to ServiceChannel > Work Orders, and select either the necessary work order status or All Calls. The list of corresponding work orders is displayed.
- Find the service request you need to edit, and click its work order number. The work order details page opens.
- Find the field you’d like to edit, and either enter a new value or click the magnifying glass icon next to the field, then select the required option from the pop-up window.
- After you have finished editing your work order, click Save. The service request is updated.
Changes you have made to a work order in ServiceNow also appear in the ServiceChannel platform.