Once your connection to the ServiceChannel app is successfully set up, you can start creating work orders.
Creating a Work Order
The process of creating a work order is pretty much the same for both ServiceNow admins and regular users.
- On the left navigation panel, select ServiceChannel > Work Orders > Create New. The page for creating a ServiceChannel work order opens.
- Select the appropriate Location ID / Name, Area, Problem Type, Asset Type, and Problem. The system starts checking for duplicates and recalls.
- If such work orders are not found, move to the next step. Should you see a list of duplicates and recalls, review them, and click Continue if you still need to create a work order. See Dealing With Potential Duplicates and Recalls for more info.
- If the Troubleshooting Tips overlay appears, review the provided hints, answer the questions, and click Next. For more details, see Dealing With Troubleshooting Tips. If the overlay is not present, move to the next step.
Select an Asset if available.
- The Asset dropdown appears only when there are assets associated with the selected location, area, problem type, and other options.
- Right under the dropdown, you see how many assets are available, and you can create a work order for the relevant asset.
To look through the details of the selected asset, click the info icon to the left of the field. The asset details overlay opens where you can check the asset tag, brand, model and serial numbers, installation date, and more.
- The Asset dropdown appears only when there are assets associated with the selected location, area, problem type, and other options.
Verify the work order trade, category, priority, and NTE amount that are automatically populated into the corresponding fields.
Click the info icon to the left of each field to look through the details of the selected option.
- Enter the Description of the Issue.
(Optional) To add an attachment, click the paperclip icon at the bottom of the page, select the required file, and click Open. The file is attached to the work order.
To edit the file name, click the pencil icon. To delete the attachment, click X.
- Click Submit. The service request is created, and the work order details page opens.
After you generate a work order, you can modify it provided that you have the required permissions. See Viewing and Modifying a Work Order in ServiceNow for more details.
Dealing With Potential Duplicates and Recalls
After you select a problem while creating a work order, the system starts checking for duplicates and recalls. When you have similar work orders, the overlay for duplicates and recalls appears.
Run through the work orders listed under Duplicates and Recalls.
Within the overlay, you can view the ServiceChannel (SC) tracking number, description, and status as well as priority, caller, and call date of each potential duplicate or recall. To see more details, click the SC tracking number located in the ID column. The work order details page opens in a new browser tab.
- Perform one of the following actions:
- No matching duplicates or recalls. Click Continue, and proceed to step 4 of the How to Create a Work Order instruction.
- Matching duplicates. Click Cancel WO in the upper-right corner of the overlay, and then click OK to confirm your action. At this point, you stop creating a work order.
Matching recalls. Choose the original work order by selecting the radio button to the left of the SC tracking number. Click Continue, and proceed to step 4 of the How to Create a Work Order instruction.
The original work order number appears on the page for creating a work order — in the Recall Work Order field.
Dealing With Troubleshooting Tips
Troubleshooting tips may appear when you are creating a work order. They can help you collect additional information about the problem or even fix the issue without dispatching a service request to the provider.
In the Troubleshooting Tips overlay, carefully study the provided hints.
If you can manage to resolve the issue yourself, click Problem Solved. At this step, you stop generating a work order.
If you still need help, enter a complete problem description based on the troubleshooting tips. Click Next, and proceed to step 5 of the How to Create a Work Order instruction.