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Explains how to set the default Overview Console, connect work order views with other Remedy modules (such as Incident, Problem, and Change), and navigate to the Work Order Console. Provides step-by-step instructions for creating work orders, configuring key fields (customer, service, type, assignments, status, priority, categorization), and handling additional customer data in the Details tab.",{"@graph":63,"@context":118},[64,80,101],{"@type":65,"itemListElement":66},"BreadcrumbList",[67,71,74,77],{"item":68,"name":69,"@type":70,"position":9},"https://docshare.wps.com","Home","ListItem",{"item":72,"name":10,"@type":70,"position":73},"https://docshare.wps.com/template/",2,{"item":75,"name":41,"@type":70,"position":76},"https://docshare.wps.com/template/letters/",3,{"item":78,"name":59,"@type":70,"position":79},"https://docshare.wps.com/template/remedy-smart-it-work-order-user-basics/242388/",4,{"url":78,"name":59,"@type":81,"image":82,"author":87,"headline":59,"publisher":90,"fileFormat":93,"inLanguage":57,"description":61,"dateModified":94,"datePublished":95,"encodingFormat":93,"isAccessibleForFree":96,"interactionStatistic":97},"DigitalDocument",{"url":83,"@type":84,"width":85,"height":86},"https://docshare.wps.com/thumbnails/remedy-smart-it-work-order-user-basics/242388.png","ImageObject",442,249,{"name":88,"@type":89},"Adam","Person",{"url":68,"name":91,"@type":92},"DocShare","Organization","application/pdf","2026-10-05","2026-09-12",true,{"@type":98,"interactionType":99,"userInteractionCount":47},"InteractionCounter",{"@type":100},"ViewAction",{"@type":102,"mainEntity":103},"FAQPage",[104,110,114],{"name":105,"@type":106,"acceptedAnswer":107},"How do I make the Overview Console my default home page in Remedy?","Question",{"text":108,"@type":109},"Log in to Remedy and open Application Preferences. Set Default Home Page to “Overview Console”, and on the Work Order Management tab set “Show Work Order” to Yes, then click Save.","Answer",{"name":111,"@type":106,"acceptedAnswer":112},"What is a Work Order in Remedy Smart IT?",{"text":113,"@type":109},"A Work Order is an order received from a customer or client, or created internally to request services or products within an organization.",{"name":115,"@type":106,"acceptedAnswer":116},"What are the main steps to create a Work Order in the Best Practice view?",{"text":117,"@type":109},"From the Overview Console choose Create > Work Order, select the customer (NetID), fill required fields such as Summary, Service, Work Order Type, Request Manager details, Status and Priority, then complete categorization and click Save.","https://schema.org",{"og:url":78,"og:type":120,"og:title":59,"og:site_name":91,"og:description":61},"article",{"robots":122,"canonical":78},"index,follow",{"doc_id":124,"site_id":56},242388,1790027623,{"code":4,"msg":5,"data":127},{"doc_id":124,"user_id":128,"nickname":88,"user_avatar":129,"doc_module":9,"category_id":40,"category_name":41,"doc_title":59,"doc_description":61,"doc_content":130,"file_id":131,"file_url":132,"file_type":133,"file_size":134,"view_count":47,"is_deleted":4,"is_public":9,"is_downloadable":9,"audit_status":9,"page_count":20,"language":135,"language_code":57,"site_id":56,"html_lang":57,"table_of_contents":136,"faqs":137,"seo_title":138,"seo_description":61,"update_tm":139,"read_time":47},1374404737137,"https://ap-avatar.wpscdn.com/davatar_155a257f0dc6eb9ab79c44ca47cae57d","Remedy Smart IT Work Order  \nUser Basics  \nDecember 2016  \nViewing Work Order Management  \nThe Overview console view allows users to respond, manage, or track individual or group work assignments from a variety of sources. For example, either you or the group you manage might receive work assignments from Word Order Management, Incident Management, Problem Management, and Change Management. From the Overview console, you can quickly get information about all your work assignments and perform the procedures that you use most often.  \nAccessing the Overview Console  \nWhen you first log in to Remedy, the default view is to show you the “Overview Console”. If you’reusing multiple Remedy modules this is the view, we would recommend. If your not seeing the Overview Console you can update your defaults by:  \n1. Going to your main console view  \n2. Clicking on the Application Preferences link (left hand menus)  \nWhen you click on the Application Preferences link another window will pop open. On this window make sure you have the following fields filled out  \n3. Default Home Page should say Overview Console  \n4. On the work Order Management tab also make sure that the Show Work Order field is set to Yes  \n5. Click Save  \nNow your default home page will be set to the Overview Console and you will be able to see Work Orders in that view.  \nWork Order Management  \nA Work Order is an order received by an organization from a customer or client, or an order created internally within the organization.  \nAt Cornell, we use work orders to request services or products whereas Incident Management is designed to deal with issues that need to be restored to normal functions.  \nIf you’re working with multiple modules in Remedy (Incident, Work Order, Change, etc) then your default console view should be the Overview Console. In the Overview Console you can see any types of work requests:  \nIf you would like to create a Work Order from the Overview Console you would click on Create and then select Work Order.  \nIf you would like to access the Work Order console you can do that by going to Applications->Service Request Management->Work Order Console  \nCreating a work order without a template  \nThe following procedure describes the basic steps for creating a work order in the Best Practice view.  \n1. From the Overview Console , choose Create > Work Order  \n2. On the new Work Order form, select the customer and type in their NetID and hit enter to search. Create customer records if there is no NetID  \n3. (Optional) Enter your contact's name in the Contact field.  \n4. In the Summary field, enter a brief description.  \n5. (Optional) In the Notes field, enter the work order details.  \n6. In the Service field click on the pull down menu to select the general service that is appropriate for the request.  \n7. In the Work Order Type field, enter a type (for example, General or Project) .  \na. You can classify work orders as General or Project, depending on the needs of your organization. This classification allows you to narrow the scope of work orders shown in the Work Order Console by using Filter By> Defined Searches > Work Order Type , or by setting an Application  \nPreference. For example, you can set a filter to show only Project work orders, and then clear the filter to show all. If you set a preference for Project work orders, then you only see Project work orders every time you open the Work Order Console.  \n8. In the Request Manager section, select values for Support Group Name and Request Manager. You do not need to enter values if the assignments are already set unless you want to change them and you have the permissions to do so. See Assigning work orders manually.  \n9. In the Status field use this value to select the status of the customer’s request.  \n10.The Status Reason value is used to determine  \n11.Select the Priority to identify the importance you (as support staff) assign to the work order.  \n12.(Optional) From the Vendor Group menu, selec","cbCaiaFo8ChHrB7C","https://ap.wps.com/l/cbCaiaFo8ChHrB7C","pdf",619108,"English","# Viewing Work Order Management\n## Accessing the Overview Console\n# Work Order Management\n## Creating a work order from the Overview Console\n## Creating a work order without a template\n## Viewing added customer data in the Details tab\n## Functional roles in Work Order Management","[{\"question\":\"How do I make the Overview Console my default home page in Remedy?\",\"answer\":\"Log in to Remedy and open Application Preferences. Set Default Home Page to “Overview Console”, and on the Work Order Management tab set “Show Work Order” to Yes, then click Save.\"},{\"question\":\"What is a Work Order in Remedy Smart IT?\",\"answer\":\"A Work Order is an order received from a customer or client, or created internally to request services or products within an organization.\"},{\"question\":\"What are the main steps to create a Work Order in the Best Practice view?\",\"answer\":\"From the Overview Console choose Create \\u003e Work Order, select the customer (NetID), fill required fields such as Summary, Service, Work Order Type, Request Manager details, Status and Priority, then complete categorization and click Save.\"}]","Remedy Smart IT Work Order - User Basics | PDF",1789189927]