Work Orders

[Sai Santhosh Ch]

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

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

[Sai Santhosh Ch]

Can we create new Input fields in Work Order Tasks??

[simonw]

Hi,

You can create new fields on the work order table in exactly the same way as you can for any table in ServiceNow.   If you do this, you'll need to remember that by default the work order will not be able to save changes to these fields back to your request item so you'll need to add business rules to handle this.   There are absolutely cases where you'd want to do this, but the catalog tasks ability to add fields from the slushbucket and apply validation centrally is very powerful for catalog fulfilment which will mean you can add new fields without needing to write any code.      

You will also have to be cautious because any field added to the work order form will be present on the work order table for all other users.   So if you plan to use work management in isolation without these additional fields you'll have to use views or UI Policies to hide them.  

What we tend to do is use catalog tasks for everybody who is desk based or for information capture but when we hand off to an established process, for example raising a change or dispatching an engineer we'll create a the relevant type of task and populate the description field from previous catalog tasks.   This means the engineering teams just have to perform their install and close the task without needing to jump between various types of tasks.

Simon

[simonw]

Hi,

Field Services or Work Management plugin deliver work tasks which are different to the Catalog Tasks which are normallyused for catalog fulfilment.   These Work Order tasks do have child tasks as well.  

If you plan to use these types of tasks, you can just add the create task activity onto your workflow.   I'm not sure if you can create the child tasks with the create task activity, you may need to script creation of there.

Simon