Work Order Management::Work Order Establishment

The Work Order Establishment Aggregate Function receives requests which imply to plan and assign manual activities to staff in a workforce. This work request can be produced from various systems such as Interaction Management, Order Management, Problem Management, Infrastructure Management, etc.
The activity can correspond to technical tasks, an appointment with a customer for pre-sales or demo, …

This function includes :
• filtering the various requests (several requests may result in a single job to be performed, emitters may send duplicate demands, requested action may already be identified by Problem Management, …)
• choice of the carrying out model and decomposing the request into Work Order(s) and Work Order Item(s) - each Work Order describing all the operations to be performed by the same actor type at the same time in the same location.
• adding context information (e.g. location information and associated constraints (opening hours/security issues) and produces Work Order(s) to perform the initial request.

The request can be described by one of the following :
• Resource Order: The order provides the initial state of the resources and the requested final state/or the operation to be executed on them. The Resource Order may be issued by a Customer Order or a Service Order, by an Internal production process, by a problem management restoration process.
• Project Item: i.e. a specific task in a planned project such as infrastructure roll-out, software deployment, B2B customer complex installation, preventive maintenance, ...
• Interaction: i.e. any agreement to manage an appointment between a company representative (sales, technician, …) and a customer representative for pre-sales, demo, etc.