Barbara, SRM is the front end for the end user and that end user can be someone IT or non-IT. For SRM requests that should spawn incidents, you can do so within SRM. You can do the same for Change. The Work Order module is "for everything else." With SRM, BMC is trying to keep Incident management strictly by definition to Incidents or service restoration requests. They give you the opportunity to segregate your User Service Requests into the Work Order module. It is a lightweight version of Incident Management. So if you think about providing a service to your end users like "Employee On/Off boarding," you may have your facilities (non-IT) dept involved in the process. They probably don't need all the fields and functionality of Incident Management but would still like to get a request and track their work. This is where Work Orders are good. Work Orders also give you a bunch of custom data fields that you can dynamically set the field labels. So, using the Employee On Boarding service as an example, you can have the following questions on SRM: 1. What kind of Chair is needed? 2. Is it an office or cube? 3. How many data ports are needed? 4. Start Date?
If you were to use Incident Management to capture these questions, you may have to just map text and the answers to the Notes field of the Incident. However, with Work Orders, you can map each question to a custom data field with labels that make sense. So when the facilities employee opens up the work order, they see something like this: Chair: Executive Office type: Office Data Ports: 2 Start Date: July 4 I hope this helps you start going in the right direction! -----Original Message----- From: Action Request System discussion list(ARSList) on behalf of Barbara Soditch Sent: Tue 7/19/2011 9:56 PM To: [email protected] Subject: SRM Work Orders We are upgrading to 7.06 and thinking about having the Service Desk create all ticktes using the SRM process. Can anyone share their experiences doing this (good or bad). Also, what kind of issues have any of you discovered using Work Orders. We noticed that there seems to be alot of functionality missing...compared to Incident, etc. I am very interested in seeing what other people have experienced. Thankx. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" ********************************************************************** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
