Work Orders

[Sai Santhosh Ch]

1) Can we create work orders for catalog items?? How??

2) Can we create various tasks in work orders ??

[Uncle Rob]

While ServiceNow doesn't have a task class called "Work Order", the concept is generally handled by workflow running on a Requested Item which generates Catalog Tasks (sc_task).   Workflows work very much like Visio, so you can add multiple task activities, logical evaluations, approvals, etc and have them in-line and/or parallel   as your workflow requires.

This is fundamental SN capability, so I would strongly suggest some of the introductory coursework, or securing assistance before attempting any build.

I'm happy to help on hte latter point if the first isn't an option.

[Sai Santhosh Ch]

Work Order is a module that comes under "Work Management" application . Its a plugin needed to be activated in servicenow to get these applications.

So, Why we would use work orders for catalog items??

[Uncle Rob]

Sorry, made a couple faulty assumptions about hte depth of what you're trying to accomplish here.  

The Work Management application is for field services operations that are substantially more mature / advanced than normal teams that receive work.   It facilitates such things as parts management, dispatch, geo-location and better work qualification.

http://wiki.servicenow.com/index.php?title=Work_Management_-_Versions_Prior_to_Fuji#gsc.tab=0

[simonw]

There are cases where you'd want to dispatch a field based engineer to fulfil a catalog, but I would strongly suggest not trying to use Work Management as a replacement for the default catalog tasks.

There are quite a few advantages to the basic catalog tasks, such as the workflow automatically waits for these tasks to be completed, where as you have to include your own waits for work orders.   Catalog tasks also there's the option to capture or update variables which update the associated request item record.