--- title: Work Order slug: neurons-for-itsm/admin-user-help/enu/latest/4hNz-work-order createdAt: 2026-07-14T19:16:34.218Z --- :::hint{type="info"} This is the Out Of The Box (OOTB) version of Facilities Management, if you are using Ivanti Neurons for Facilities, refer to [Create a Work Order](docId\:GXhhql8E13J69QI3MhjP8) ::: A Work Order is either a one-time job or scheduled maintenance job that occurs at regular intervals to be done at a facility or a site. It involves multiple tasks and checklists to be completed before closing the Work Order. :::hint{type="info"} If you get an error when creating a Work Order, it is most likely due to the Security Operations package that is applied which deletes the **Work Order** and **HR Case** business objects for My Items' Configuration in the Configuration console. Reach out to your organization's administrator to fix this issue. For more information, refer to [Adding Customized Business Objects](docId\:Nb88N6DajG6ouhf8EX_kD). ::: ## Creating a Work Order 1. From the workspace menu, select **Work Orders**. 2. Enter information into the fields: - **Requested For**: Select the customer for whom the Work Order is requested for. - **Summary** and **Description**. - **Status**: It is set to **Active** initially, as the Work Order progresses through the workflow, the owner can change to different statuses such as **Logged** or **Approval Rejected**, to mark the exact state the Work Order is in. **Closed** is the last status which marks the Work Order completion. - **Team** and **Owner**. - **Priority**: Set a priority between **1** to **5**, **1** being the highest priority. By default, it is set to **2**. - **Location**: Select a location or create one clicking Add Location. See Location for more information. - **Category**, **Sub-category**, and **Work Order Type**. - **Schedule Type**: Displayed if the Work Order Type is **Scheduled Maintenance**. You can schedule the maintenance for hourly, daily, weekly, monthly, or yearly. And link a maintenance record from the Schedule Maintenance tab or create one. See Preventive Maintenance for more information. 3. Click **Save**. ### Work Order Tabs If you do not see some of the tabs listed here, they may be hidden, click the :inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/qeqN9LiZLLvu6kcCIGeYB_unhide-tabs.png" alt caption size="10" width="14" height="14"} icon at the right corner of the tabs list and select the tab you wish to reveal. ::::ExpandableHeading ## Details You can add notes, send emails, attach files, and link assets here. ### To send an email: 1. Click **Add** under **Journals** and select **Email**. 2. Enter information into fields and click **OK**. :::Paragraph{indent="1"} The email is sent to the recipient and the copy is saved in the **Journal** area. ::: ### To add a note: 1. Click **Add** under **Journals** and select **Notes**. 2. Enter information into fields and click **OK**. :::Paragraph{indent="1"} The note is saved in the **Journal** area. ::: ### To attach a file: 1. Click **Attach** under **Attachment** to attach a file or an image. 2. Browse the file and click **OK**. :::Paragraph{indent="1"} The selected file is attached to the Work Order and displayed in the **Attachment** area. ::: ### To link an asset to the Work Order: 1. Click **Link** under **Asset**. 2. Select an asset and click **OK**. :::Paragraph{indent="1"} The linked asset is displayed in the **Asset** area. ::: :::hint{type="info"} You can only link and use Facility Assets in Facilities Management. ::: :::: ::::ExpandableHeading ## Task Add tasks and assign them to relevant teams and owners that can help complete this order. When a task is added, the assigned owner is notified of the task. The task owner can accept, reject, reassign, or complete the task. ### To add a task: 1. Click **New Task** and enter information into the fields. - **Summary** and **Details**. - **Priority**: Select a value from 1 to 5 based on the priority to want to give to complete the task. - **Service**: Select the area which the task belongs. - **Team** and **Owner**: Assign the team and owner. The owner gets notified of the task and will take necessary action. - **Effort** and **Cost**: The effort and cost is calculated based on the **Cost per Minute** defined for the team and or owner and the time spent to complete the task. 2. Click **Save**. :::Paragraph{indent="1"} The task is created and a record is displayed in the Task tab. ::: :::: ::::ExpandableHeading ## Confidential Participants This tab is available only when you select the **Confidential** check box. You can limit access to the Work Order to selected users by adding Confidential Participants. ### To add Confidential Participants: 1. Click **Link** and select the user to whom you wish to give access to the Work Order. 2. Press the **SHIFT** key to select multiple users. 3. Click **Select**. :::Paragraph{indent="1"} The selected users are added to the Confidential Participants list and only they will have access to the Work Order. ::: ### To remove a Confidential Participant: 1. Select the user whom you wish to deny access to the Work Order. 2. Click **Unlink**. :::Paragraph{indent="1"} The selected user is removed from the Confidential Participants list and will not have access to the Work Order. ::: :::: ::::ExpandableHeading ## Checklist You can add one or more checklist items to the Work Order which can help as reminders that need to be completed before closing a Work Order. ### To add a checklist: - Click the **Add New Check List** to add a new checklist. :::Paragraph{indent="1"} Or ::: - Click **Link** to link an existing checklist to the Work Order. ### To complete a checklist: - Select the checklist and click **Complete**. :::: ::::ExpandableHeading ## Facilities Assets Link facility assets that will be used for the Work Order. ### To link/unlink a facility asset: 1. Click **Link** and select the facility asset that will be used for the Work Order. 2. Click **OK**. :::Paragraph{indent="1"} The selected facility asset is added to the Work Order. ::: 3. To unlink, select the facility asset you wish to remove from the Work Order and click **Unlink**. :::Paragraph{indent="1"} The selected facility asset is removed from the Work Order. ::: :::: :::ExpandableHeading ## Work Order Financials The cost of the Work Order is managed in this tab. You can either add cost item from the existing list or create a new cost item. ### To add cost from existing list: 1. Click **New from price list item**. 2. Select the cost item. ### To create a new cost item: 3. Click **New Cost Item**. 4. Enter cost details into the fields and click **Save**. ::: :::ExpandableHeading ## Scheduled Maintenance This tab is displayed only when the **Work Order Type** is **Scheduled Maintenance**. You need to first setup Preventive Maintenance records which can then be linked to the Scheduled Maintenance. To link a maintenance schedule, click **Link** and select a record. Based on the Preventive Maintenance Schedule definition that is linked, the Child Work Orders are created. ::: :::ExpandableHeading ## Child Work Order This tab is displayed only when the **Work Order Type** is **Scheduled Maintenance**. Based on the Preventive Maintenance Schedule definition, the number of Child Work Orders are created. For example, if the Preventive Maintenance Schedule occurs daily, then one maintenance schedule record for each day is created in the **Child Work Order** tab. ::: :::ExpandableHeading ## Purchase Order, Vendor, Invoice, and Shipment You can link Purchase Order, Vendor, Invoice, and Shipment records to the Work Order. ::: :::ExpandableHeading ## Work Order Project This tab is displayed when the **Work Order Type** is **Project Related**. You can link the associated Work Order Project to the Work Order. ::: :::ExpandableHeading ## Workflow Instance The workflow applied to the Work Order based on the Schedule Maintenance linked to the Work Order is displayed. Double-click the workflow record and then click **View Instance** to view the workflow. ::: ::::ExpandableHeading ## Activity History The history of all emails and notes is displayed here. This includes emails you've sent to users, as well as system-generated emails. You can also link to relevant emails associated with other work orders. ### To link or unlink an email: 1. Click **Link** and select the email from the list. :::Paragraph{indent="1"} The selected email is linked to the Work Order. ::: 2. Select the email record and click **Unlink** to remove the link from the Work Order. ### To send an email 1. Click **New** > **Email**. 2. Enter information into the fields: - **Category**: Select Outgoing. - **From**: Is auto-filled with the logged-in user's email ID. - **From Name**: Is auto-filled the logged-in user's name. - **To**: The recipient's email ID. - **Subject**: The email subject. - **Processed**: This checkbox is selected by default, leave it selected. - **Publish to Web**: Select this to publish the email in the Self Service portal. - **Message**: The email message. 3. Click **Save**. ### To add a note: 1. Click **New** > **New Notes**. 2. Enter information into the fields: - **Category**, **Source**, and **Summary**. - **Duration in mins**: The amount of time spent on the activity. - **Publish to Web**: Select this to publish the note in the Self Service portal. 3. Click **Save**. :::: :::ExpandableHeading ## Audit History You can view all the changes made to the Work Order here, such as the status changes, email records, links, and unlinks. ::: ## Printing the Work Order 1. From the workspace menu, select **Work Orders**. 2. Select the Work Order you wish to print. 3. Click **More** > **Print** > **Print Work Order**. :::Paragraph{indent="1"} The Work Order is displayed in a Report Viewer. ::: 4. Select the format and print the Work Order.