Departments are an additional way to assign work orders beyond just having Service Categories. Departments are a way to assign a work order to a group of people and then allow those people to work as a team to voluntarily assign/accept the work order to themselves and perform the work (ex: Property Mgmt., Building Services, IT etc.). However, the users assigned to the department will still need to have access to the same service category and location as the work order, as well as be able to "Perform Work" under their user permissions.
3 Ways to Assign a Work Order to a Department
- 1. An admin can choose to "expose departments" on the work order form under Settings/Advanced/General/Work Order Creation. This would allow anyone submitting a work order to choose a department on the work order, However, the departments in the drop down menu will depend on which service category is chosen on the work order and which service categories are assigned to which departments.
- 2. An admin can create a routing rule that will automatically assign certain work orders to a department based on the service category that a work order submitter selects.
- 3. An admin could assign just themselves to a department and then reassign each work order in that department to the individual that they want to complete the work.
Tasks on a Work Order
- As a note, if there are any unassigned tasks associated to the work order, the person that "ACCEPTS" the work order is responsible for completing the tasks. If there are tasks within the work order that are assigned to other users, they will be able to view and mark them complete within their "My Assigned Tasks" grid.
How to Add a Department
Admins, to add a Department(s), go to Settings > Basic > Departments, and choose "Add New Department". You can also edit or delete existing departments from this same page (see below).
You will be redirected to a new screen where you can add your department, associate one or multiple service categories (see below) and location(s) then SAVE. You can continue adding departments by repeating the process.
Finally, once you have added your departments, be sure to go to Settings > Basic > Users to give your desired users permission to the department(s).
Any time a new department is added, make sure to repeat this last step. This includes giving yourself access to that new department.