Orders

Understanding the Work Order Details Screen

The Work Order – [New Work Order] window has several panes. First is the ribbon at the top of the window, which allows you to perform actions on the work order, choose data components, generate reports etc. Within the panes below the ribbon, you will actually create and manage the work order.

Ribbon Groups

Each of the ribbon groups allows you to perform certain functions within the work order (Example: Attach a file; reject the work order, etc.).

Actions

Within the Actions ribbon group, you can perform the following actions:

  • Save & Close – click this button to save the completed information and return to the Order/Troubles list.
  • Delete – click this button to delete the work order. This differs from cancel in that there will not be a record of this Work Order within your database.
  • Save – click this button to save the information you have completed and remain within the Trouble Ticket.
  • Refresh – click this button to add newly saved information to the work order window.

Show

There are two views within the work order details screen, Order and Order Log. The Order view is the default view and displays the detailed work order information, work centers, and configured components.

The alternate view, Order Log, displays a list of actions for this work order. The Order Log view displays the Activity Log which includes two information panes; the top pane contains the activity date, work center name, order status, work center status and activity note. When you highlight any action within the top pane, the lower pane displays the detailed information for the completed action.

The Contact Info button displays the related contact details for the Subscriber or TCO that you selected the Adjustable Fields pane.

The Packages button allows you to view the sub work orders related to the order.  If this work order was submitted via the Subscriber Portal, you can view the package details here.

History provides the user with a timeline of the actions taken on the work order. The main window provides a basic list of the actions and by double-clicking the action; a pop-up opens with a detailed action description.

Launch

The Launch ribbon group allows you to perform action relating to work order packages submitted through Subscriber Portal.

Data Components

Each of the data components allows you to add a particular item into the database. The available components differ depending on the type of work order, work center needs, and user privileges. The following data components are available:

  • Subscriber – allows you to add, delete, and modify a database subscriber.
  • Authorization Code – allows you to add, delete, and modify authorization codes.
  • Circuit – allows you to add, delete, and modify a main circuit and circuit segments.
  • Land Radio – allows you to add, modify and delete in your wireless communication devices such as walkie-talkie
  • Account – allows you to associate accounting/billing information to a set device, circuit, or subscriber.
  • General Task – allows you to manage work order and/or trouble tickets tasks.
  • Cell Phone – allows you to add, delete, and modify cell phones.
  • Set Device – allows you to add, delete, and modify an analog, digital, and IP set into the database.
  • AS5300 Sets – allows you to add, delete, and modify sets associated to your AS5300
  • Cisco Sets – allows you to add, delete and modify sets associated to your Cisco switches
  • Set Device (EWSD) – allows those with an EWSD Switch to add, delete, and modify sets.

Each Data Component button is segmented (depending on your screen size the button may not be segmented and may only contain a drop-down arrow). When you click the lower portion of the button, a drop-down list displays. For each component there is a search option, this allows you to search for an existing component to associate to the work order. The Set Device button has two search options:

  • Search for Existing Primary Devices – displays a list of the primary button information for all set devices
  • Search Existing Devices – displays a list of all telephone numbers associated to a set device and their button number

Often times you may need to remove a configured component from a work order without having to delete the entire order. From the drop-down menu for each data component there is a drop option. This option allows you to drop any configured component from the work order.  Keep in mind this only drops the information from the work order, so if the component exists, it remains within the database.

Order Actions

There are several work order actions available within this ribbon group:

  • Send To – allows you to send a work order on to a specific person within the next work center.
  • Send Back – allows you to send the work order back to a specific person within a previous work center.
  • Assign To – allows you to assign the work order to a specific person within the current work center.
  • Cancel Order – allows you to cancel the work order at any point.
  • Put on Hold – place a work order on hold allowing you to reserve items within the database without having to commit the information. Once you place a hold on a work order, the button name changes to Remove (from Hold) allowing you to remove the hold and continue processing the order.
  • Optional Work Centers – if the administrator has selected some work centers as optional for the work order, you can click the field to access a drop-down list of the optional work centers.
  • Switch Ticket Type – allows you to switch the work order to a trouble ticket with an open status. This does not change the work flow; it simply moves the work order to the trouble ticket list.

Reporting

Custom reports allow you to print out work order information on a form designed by your CAIRS administrator. Your administrator creates cells in a form and associates them to certain fields within the work order. When you choose the report, the fields from the work order populate the cells to create a complete printable form.

Attach

Attach a file to a work order within this ribbon group. Your CAIRS administrator pre-defines eligible file types.

Work Order Panes

There are several panes below the ribbon; each pane contains specific information for the work order. Within these panes, you work through the entire work flow process. The seven panes of information are (for a detailed description of the pane see the appropriate section below):

  • Basic Information
  • Adjustable Fields
  • Other Fields
  • Portal Work Order Info
  • Description
  • Work Flow, Work Notes and Equipment and Services
  • Components

After you create a work order, CAIRS adds a solid yellow line directly below the ribbon, containing the work order status, the active work center name, the name of the person that the previous user sent the work order to, and any additional notes.

Basic Information and Adjustable Fields Pane

When you first enter the Work Order – [New Work Order] window, the Basic Information pane contains the only available fields. Once you select the work flow the remainder of the pane become available, plus the Adjustable and Other Fields panes. Within the Basic Information pane, you can create a work order number (or have one auto-generated), an alternate number and a due date.

The Adjustable Fields pane allows you to enter the work order location and contact information. This pane includes site name, building name, contact name, contact number, etc.

The Adjustable Fields pane can be customized.  You can hide, repositions, and rename fields.  If you right click on the pane a menu box will open allowing you to perform the following options:

  • Rename field everywhere
  • Rename field in view
  • Mask on field everywhere
  • Mask on field in view
  • Change field required everywhere
  • Change field required in view
  • Update Dropdown
  • Copy
  • Customize
  • Remove this Column
  • Reset Column Visibility
  • To reposition a field, simple click on the left-hand side of the field, continue to hold the button down and drag and drop the field to the proper location. To learn more about customizing, see Getting Started à Customizing your CAIRS.

The Other Fields pane displays the work order’s status information. Each time the status of the work order changes the information within this pane updates.

After completing the required fields within these three panes, the Create Order button becomes available. Once clicked, the work flow displays within the Work Flow pane. Throughout your work order’s process, the button label changes to reflect the specific action you are completing. For example, when the information is complete in a work center or you are ready to close the work order, the button label reads ‘Complete Work Center.’

The Portal Request pane displays the information entered by the subscriber when they created the work order on the Subscriber Portal website. The information that is populated here will also be visible in the Adjustable Fields pane in the Portal Request field.

The Description pane allows the user to enter in a complete work order description and remains available as the Work Order moves through the workflow. The information that is populated here will also be visible in the Adjustable Fields pane in the Description field.

The Portal Request and the Description field can be restricted to read only access based on profile.  When you right click on the Adjustable Fields pane, the customization menu pops up, scroll down and click on Customize.  In the Customize Display popup, select the profile that you are customizing, within the Column Properties pane click the Read Only column to insert a checkmark.  You can select multiple profiles within the ‘Profiles to Update’ pane. Once saved the selected profiles will only be able to read the fields.  To learn more about Customizing, please see “Getting Started”.

Work Flow Pane

At the bottom of the pane are three tabs: Work Flow, Equipment and Services, and Work Notes.  The Work Flow tab allows you to view the complete work flow.  The Equipment and Services tab allows you to view, add, and delete equipment and/or services related to the work order. The Work Notes tab allows you to attach a note to the work order.

Once you create a work order, the complete work flow displays within the lower left-hand pane (if the work flow is not visible click the Work Flow tab located in the lower portion of the pane). The work flow starts at the top of the pane and flows to the bottom. Each time frame is indicated with a solid blue line that displays the time frame number. Each work center within the time frame is contained within a box with the work center name in the pink line at the top of the box. A green arrow displays to the left of the active work center. Within each work center are the available data components, in the example below the Subscriber component is the only one available with the Directory Work Center.

Notice that there are two additional work centers within the above work flow, Inside Plant and QA. Once you complete the required fields within the Directory work center, the work order can be sent to the next timeframe and work center. Once sent, the Directory work center turn to Not Active and the Inside Plant work center becomes active. You continue the same process until the work order reaches the final timeframe where you can complete the work order.

The Equipment and Services tab allows you to view all equipment and/or services related to the work order.  In addition, you can add or delete equipment or services related to the work order.  If there are any charges related to the equipment or service, the account number located in the Adjustable Fields pane incurs all charges.

The Work Notes tab allows you to add, view, modify, and delete notes relating to the work order.

Configured Components Pane

Once all the required fields within a data component are complete and saved, a tab for the component displays in the lower right hand pane. Each component type displays as a new tab. In the example below, there are two components for the work order, Set Devices and Cell Phone. Within the Set Device tab, notice that there are two column; this indicates that the work order is configuring two different set devices. Each new component of the same type displays as a new column within the tab.

At the top of the pane is the List View checkbox, a check in this box changes the view to display the configured components in a list.

To view the information for a component, click the tab and use the scroll bar to view the details. If your permissions allow, you can modify the information. To do so, double-click any field within the pane and/or column. The component screen opens allowing you to change the appropriate information. However, if the work order is in a work center that does not have access to the data component, the information is read-only.

 

A Work Order – Start to Finish

Creating a Work Order

The first step in any work order system is to create a new work order. The workflow changes depending on the type of order you are creating, however, the fields within the Adjustable Fields pane are consistent with every work order.

  1. Click the Orders/Troubles
  2. Within the Navigation pane, click Orders and then All Active Orders.
  3. There are two ways to create a new work order:
    • Within the toolbar directly above the Navigation pane, click the drop-down arrow next to New. From the list, select Work Order.
    • Within the Actions pane, click the Create New Work Order
  1. The Work Order – [New Work Order] window opens allowing you to generate a new work order.
  2. In the Basic Information pane, click the Work Flow drop-down arrow to access a list of the workflows created within your database. From the list, select the workflow.
  3. After selecting the workflow, the Order Number and the Due Date field become available. Depending on how your administrator has designed your work flow, the fields may auto-populate. However, if the fields are blank, complete the following fields:
    • Order Number – type an alphanumeric order number. This field may auto populate with a number generated by CAIRS if your administrators have setup auto-numbering.
    • Alt Order Number – type an alphanumeric alternate order number.
    • Due Date – this field may auto-populate with a date as determined by the Days to Completion field within the Work Flow Setup. You can change the date and time by clicking on the field to type the due date and time.
  1. In addition, the Adjustable Fields, Other Fields, Portal Request, and Description panes become available.
  2. Within the Adjustable Fields pane, complete the following information (required fields are marked with an asterisk (*):
    • Site* – click the drop-down arrow to access a list and from the list, select the site. The site drop-down list displays the bottom-most site first. After the ~~ is the complete path to the site. Each site level is separated by a >.
    • Building Name – click the drop-down arrow to access a list and from the list, select the building name. This is the physical location of where to install, move, or modify the component.
    • Switch Name – click the drop-down arrow to access a list and from the list, select the switch name associated with the new component(s).
    • Organization Name – click the drop-down arrow to access a list and from the list, select the name of the organization. The organization drop-down list displays the bottom-most organization first. After the ~~ the complete path to the selected organization displays. Each level of the organizational tree is separated by a >. Once you select an organization, the complete path populates within the field.
    • Subscriber Name – click the drop-down arrow to access a list and from the list, select the name of the subscriber associated with the new component(s). If you select a subscriber that is associated to an organization and/or a TCO, those fields with automatically populate with the associated information. However, if you have previously selected an organization it will not overwrite your selection.
    • TCO – click the drop-down arrow to access a list of the TCO Groups within your database, from the list select the group to associate to the work order. This field must be populated if you want your subscribers to see the TCO when viewing the work order through the Subscriber Portal.
    • Customer Code – click the drop-down arrow to access a list of the Customer Codes within your database, from the list select the code to associate to the work order.
    • Account Number – click the drop-down arrow to access a list and from the list select the account number for the new component(s). The list of accounts displays not only the account number but also the account type, one-time, recurring or call charges and organization.
    • Contact Name – type the name of the contact for this work order.
    • Contact Phone – type the telephone number for the contact for this work order.
    • Work Order Category – click the drop-down arrow to access a list and select the work order category. After the order creation, you can change the work order category, if necessary.
    • Order Misc 1 – 30 – use these fields to enter in any additional information regarding the work order.
    • Description – if your profile permissions allow you can type in a description for the work order here or in the Description pane. This field may remain active and editable throughout the work order process.
    • Portal Request – if the work order was requested via the portal, this is the description the user entered. This field appears here as well as in its own pane because you can restrict editing based on profile.

The Portal Request pane displays the information entered by the subscriber when they created the work order on the Subscriber Portal website.

The Description pane allows the user to enter in a complete work order description and remains available as the Work Order moves through the workflow.

The Portal Request and the Description field can be restricted to read only access based on profile.  When you right click on the Adjustable Fields pane, the customization menu pops up, scroll down and click on Customize.  In the Customize Display popup, select the profile that you are customizing, within the Column Properties pane click the Read Only column to insert a checkmark.  You can select multiple profiles within the ‘Profiles to Update’ pane. Once saved the selected profiles will only be able to read the fields.  To learn more about Customizing, please see “Getting Started”.

  1. The Other Fields pane is read-only. This pane displays information regarding the status of the work order; the following information is displayed:
    • Created By – this field remains blank until you generate the work order at which time the field populates with your user name. Once you generate the work order, this field name changes to Created By. When anybody views the work order within your system, their user name displays in this field.
    • Open Date – auto-populates with the current date. When viewing the work order, this field displays the open date of the work order.
    • Close Date – remains blank until a user closes the work order at which time this field populates with the work order’s close or cancel date.
    • Current Status*– auto-populates to Open. When viewing the work order, this field displays the work order status. You may see one of the following statuses:
      • Open
      • Closed
      • On Hold
      • Reviewed
      • Cancelled
      • Complete
      • Not Active
      • Pending Sent Back
    • Current Time Frame * – displays the time frame number the work order is currently in.
    • User Name & Last Opened By – this field remains blank until you generate the work order at which time the field populates with your user name. Once you generate the work order, this field name changes to Last Opened By. When anybody views the work order within your system, their user name displays in this field.
    • Last Activity Date & Last Opened – this field remains blank until you generate the work order, at which time the field populates with the current date and time. Once you generate the work order, this field name changes to Last Opened. When the work order is viewed or any changes are made, this field displays the date and time those actions were saved.
    • Hold Date – this field remains blank until you place the work order on hold, if applicable. Once you place the work order on hold, the date the hold is placed on the order displays in this box.
  1. The Portal Request pane populates with information submitted via the Subscriber Portal.
  2. Click the Description field to type a Work Order description. Within this field be as descriptive as possible as all users with access to the Work Order can view this field. You can access the field any time during the work order process.
  3. Once the required information is complete within the upper pane, click the Create New Order The order is created and the workflow, order number and due date are grayed out. The open date, last opened by and last opened fields are completed with the appropriate information.
  4. To exit the work order, click on the Save & Close button within the Actions ribbon group. If you access rights permit you may be able to continue working with the work order. To learn what to do now, see the ‘It’s Created, What Happens Now?’ section.

It’s Created, What Happens Now?

You have created the work order now what?  Well, the rest of the work order process greatly depends on your access rights.  With that in mind we will explain everything like you are an administrator and have access to everything.

Once the order is created it is sent into the first time frame, you will see that the time frame is available within the Work Flow pane. Depending on how your work flows have been built each time frame can consist of data components and/or custom fields.  When a time frame is associated to a data component that particular button becomes available within the ribbon.  There are essentially two options when dealing with components, you can either add a new component or adding an existing component.

Adding a New Component

As we just talked about, you created your order and your data component is available, to add a new component (meaning the device does not already exist in your database) complete the following steps:

  1. There are two ways to add a new component:
    • Click the upper portion of the data components button
    • Click the lower portion of the button to access a drop-down list. From the list, select Add.
  1. With either search or add the General component window opens. Complete the required fields (the fields marked with an asterisk (*) for the data component. Within the Actions ribbon group, click the Save & Close button to return to the work order.
  2. Back at the work order screen, the complete data component displays in the lower right hand pane.
  3. Every time you complete a new component, a new tab displays behind the first with the name of the component, if you add two of the same data component types, a new column displays within the tab. For example, if you are adding two set devices, there will be two columns within the Set Device tab.
  4. Once you have completed your work within the work center and you are ready to send the order on, click the Complete Work Center button within the Work Order Info pane.
  5. The work order moves to the next center. Notice that a complete checkbox now displays directly above completed work centers.
  6. Once the work order has moved through all the centers, the last work center can close the order.
  7. To close the order, click the Complete Work Center button. A message displays saying ‘That was the last work center, do you want to close this work order too?’ Click Yes to continue or No to cancel.
  8. The work order window closes and you are returned to the Orders list.

Adding an Existing Component

As we just talked about, you created your order and your data component is available, to add an existing component (meaning the device already exist in your database) complete the following steps:

  1. To add an existing device, click on the lower portion of the data component button to access a menu, from the menu select ‘Search Existing…’

! The Set Device button has two additional search options: Search for Existing Primary Devices (displays a list of the primary button information for all set devices) and Search Existing Devices (displays a list of all telephone numbers associated to a set device and their button number).

  1. The Component Search pop-up opens. There are two ways to populate the information within the list:
    • Within the search box, type the name, number, or portion of the name or number and then click the magnifying glass.
    • Click the Show All
  1. When you have located the component, double-click the row. A message box displays verifying that you have added the component to the order and asks if you want to add another. To add another component, click Yes within the box. To return to the work order, click No.

! If you add an existing component to the work order before you complete any fields within the Adjustable Fields pane, CAIRS will auto-populate those fields that appear in both areas.

  1. The search window closes and you are back at the work order.
  2. Within the lower right-hand corner, the associated components populate within the tabs. Each different component displays as a new tab. If you add more than one component of the same type, each component displays as a separate column within the tab.
  3. To access the device that you have just associated to the work order, double click anywhere on the tab within the Components pane. The device window opens, if you make any changes to the device be sure to click the Save & Close button before returning to the work order.
  4. Once you have completed your work within the work center and you are ready to send the order on, click the Complete Work Center button within the Work Order Info pane.
  5. The work order moves to the next center. Notice that a complete checkbox now displays directly above completed work centers.
  6. Once the work order has moved through all the centers, the last work center can close the order.
  7. To close the order, click the Complete Work Center button. A message displays saying ‘That was the last work center, do you want to close this work order too?’ Click Yes to continue or No to cancel.
  8. The work order window closes and you are returned to the Orders list.

Associating Equipment and/or Services to a Work Order

At times, there is a need to associate equipment or a service directly to a work order. Equipment or Services can only be added after you have created the work order.

When you create the Work Order, you can associate an Account Number within the Adjustable Fields pane. This is the account number CAIRS uses to bill the equipment and service charges to, this will only pertain to the work order. At any time during the work order process, you can add an account number to the work order by clicking on the drop-down arrow in the account number field within the Adjustable Fields pane.

Since adding, modifying, deleting and viewing equipment and services is the same throughout CAIRS, we have consolidated the process into one section on the manual.  Please see Common Elements – Equipment & Services to learn how to more.

Work Notes

Before you started adding notes it is a good idea to add some note categories.  These categories help to group the notes based on a common element.  For example, Update Ticket, Remove Component, etc.  To learn more about adding note categories, please see Common Elements à Managing Note Categories.

Since the process to adding, modifying, deleting and viewing notes is the same throughout CAIRS, we have consolidated the process into one section on the manual.  Please see Common Elements à Notes to learn more.

Closing the Work Order

Once all of the work centers have been completed in each time frame, you can close the work order.  When you are at the last work center and click on the ‘Complete Work Center’ button, you will get the following message:

Click Yes to continue closing the order or No to cancel.  Once you click yes, the work order is closed and you can view the complete order in ‘Order History’.

Show Ribbon Group

Within the Show ribbon group, the Order and Order Log buttons allow you to manipulate how you view the work order information. As well as viewing the history of actions performed on the work order.

Order Log

The log provides you with a location to view the activity that occurred on the work order. It provides such information as the action, user name, status, etc.

Viewing a Work Order’s Activity

  1. Click the Orders/Troubles
  2. Within the Navigation pane, click Orders and then All Active Orders.
  3. The list of open work order populates.
  4. Within the list, double-click the order to access.
  5. Within the Show ribbon group, click the Order Log The log shows every action completed on the work order.
  6. Within the Order Log, the following information is displayed:
    • SrcCode
    • Activity Date
    • Activity Note
    • User Name
    • Order Status
    • Work Center Name
    • Work Center Status
    • Component Name
  1. To return to the work order, within the Show ribbon group, click the Order

Contact Info

The Contact Info button becomes available after you have created the work order.  The details within the button relate the Subscriber and the TCO that you selected within the Adjustable Fields pane of the work order.  There are two panes of information.  The pane on the left-hand side relates to the Subscriber that you associated to the work order.  The pane of the right displays the details for the TCO(s) that are related to the subscriber that you associated to the work order.  This information is read only.

Packages

Work Orders submitted through Subscriber Portal work a little differently than the standard work order. Each type of work order your administrator(s) allows subscribers to request, combine to form a configuration package. Each configuration package includes the following information:

  • Work Order Type – indicates whether the package is for a set device, circuit, cell phone, authorization code or general task
  • Work Order Action – indicates what type of action the subscriber is requesting either add, modify, or delete
  • Work Flow Name – indicates the associated work flow within CAIRS
  • Approval Requirements – indicates if the request requires approval from a TCO and/or Resource Manager
  • Sites and/or Organizations – indicates what site and/or organization can submit the request.
  • Related Equipment and/or Services – indicates the necessary equipment and/or services related to the request and the associated cost.

Once a subscriber has submitted the request and the request is approved the information is sent to the work order system and into the first work center. You will notice that the Portal Request pane and the Portal ribbon group become available. The Portal Request pane displays the work request description that the subscriber entered into the website. The Packages button, within the Portal ribbon group, allows you to view the complete package details submitted by the subscriber. There are two panes of information, the upper pane displays the package details, such information as Package Name, Package Type, Approval Status, Request Notes, etc.  The lower pane displays any Package Fields, these are custom fields that are related to the configuration package.

History

History provides the user with a timeline of the actions completed on the work order. To learn more please see Common Elements à History.

Launch Ribbon Group

The Launch ribbon group allows you to create sub work orders associated to a general work or work order package.  Within this ribbon group, you can perform certain functions on the group of orders, such as, put on hold, release from hold, cancel, etc.

This button only becomes available for General Work Orders.

Please refer to the General Work Orders section to learn more about how this ribbon group functions.

Data Components Ribbon Group

When you enter a work center, there will be one or more data components (as assigned by your CAIRS administrator) ready for completion. Each of the data components allows you to manipulate a particular item within your database. The available components differ depending on the type of work order, work center needs, and user privileges. The following data components are available:

  • Subscriber – allows you to add, delete, and modify a database subscriber.
  • Authorization Code – allows you to add, delete, and modify authorization codes.
  • Circuit – allows you to add, delete, and modify a main circuit and circuit segments.
  • Land Radio – allows you to add, modify and delete in your wireless communication devices such as walkie-talkie
  • Account – allows you to associate accounting/billing information to a set device, circuit, or subscriber.
  • General Task – allows you to manage work order and/or trouble tickets tasks.
  • Cell Phone – allows you to add, delete, and modify cell phones.
  • Set Device – allows you to add, delete, and modify an analog, digital, and IP set into the database.
  • AS5300 Sets – allows you to add, delete, and modify sets associated to your AS5300
  • Cisco Sets – allows you to add, delete and modify sets associated to your Cisco switches
  • Set Device (EWSD) – allows those with an EWSD Switch to add, delete, and modify sets.

When you click the components button, CAIRS opens the general screen for that component. Once the component is open, complete the necessary fields, required fields must be completed before the work order can move to the next work center. All configured components displays within the Configured Components pane in the lower right hand corner of the work order screen.

Each of the Data Component buttons is segmented (depending on your screen size the button may not be segmented but may only contain a drop-down arrow); when you click the lower portion of the button a drop-down list displays. For each component there is a search option, this allows you to search for an existing component to associate to the work order. The Set Device button has two search options:

  • Search for Existing Primary Devices – displays a list of the primary button information for all set devices
  • Search Existing Devices – displays a list of all telephone numbers associated to a set device and their button number

Adding a New Data Component

  1. Click the Orders/Troubles
  2. Within the Navigation pane, click Orders and then All Active Orders.
  3. A list of the open orders populates. If you have a large number of active work orders, the list may not populate. To populate the list, do one of the following:
    • Within the search box, type any portion of the record and then click the magnifying glass.
    • Click the Show All
  1. Once the list opens, double-click the order number.
  2. A work order window opens.
  3. Within the Data Components ribbon group, click an available button of the component to add to the work order.
  4. The General – Component window opens.
  5. Complete the required fields, and click the Save & Close button within the Actions ribbon group, to return to the order.
  6. Within the lower right hand corner, the configured components populate with tabs. Each different component displays as a new tab. If you add more than one component of the same type, each component displays as a separate column within the tab.
  7. If you are completing the work center (if all the required fields for the component are complete) and you are ready to send the work order to the next center, click the Complete Work Center button, within the Work Order Info
  8. If you are still working within the work center, click the Save (save and stay) button or the Save & Close (save and exit) button within the Actions ribbon group.

Searching for Existing Data Components

Each of the Data Component buttons is segmented (depending on your screen size the button may not be segmented but may only contain a drop-down arrow) when you click the lower portion of the button a drop-down list displays. For each component there is a search option, this allows you to search for an existing component to associate to the work order. The Set Device button has two search options:

  • Search for Existing Primary Devices – displays a list of the primary button information for all set devices
  • Search Existing Devices – displays a list of all telephone numbers associated to a set device and their button number

Complete the following to search for an existing component:

  1. Click the Orders/Troubles menu
  2. Within the Navigation pane, click Orders and then All Active Orders.
  3. A list of the open orders populates. If you have a large number of active work orders, the list may not populate. To populate the list, do one of the following:
    • Within the search box, type any portion of the record and then click the magnifying glass.
    • Click the Show All button.
  1. Once the list opens, double-click the order number. A work order window opens.
  2. Within the Data Components ribbon group, click the arrow to access a drop-down menu. From the menu, select the Search
  3. The Component Search pop-up opens. There are two ways to populate the information within the list:
    • Within the search box, type the name, number, or portion of the name or number and then click the magnifying glass.
    • Click the Show All
  1. When you have located the component, double-click the row. A message box displays verifying that you have added the component to the order and asks if you want to add another. To add another component, click Yes within the box. To add only one component and return to the work order, click No

! If the component you have selected is already attached to a work order or trouble ticket you will get a notification like the one below.  You can decide if you still want to attach the component, by clicking Yes, you are attaching the component to this work order. Click No to return to the Component Search box without attaching the component to the work order.

  1. After you click No and after adding one or more components, the search window closes and you are back at the work order.
  2. Within the lower right-hand corner, the configured components populate with tabs. Each different component displays as a new tab. If you add more than one component of the same type, each component displays as a separate column within the tab.
  3. If you are completing the work center (if all the required fields for the component are complete) and you are ready to send the work order to the next center, click the Complete Work Center button, within the Work Order Info
  4. If you are still working within the work center, click the Save (save and stay) button or the Save & Close (save and exit) button within the Actions ribbon group

Dropping a Component

Often times you may need to remove a configured component from a work order without having to delete the entire order. From the drop-down menu for each data component there is a drop option. This option allows you to drop any configured component from the work order.  Keep in mind this only drops the information from the work order, so if you have saved the component, it remains within the database.

! It is important to remember that when you drop a component from a work order you are simply removing the association to the order. Since you have previously saved the information for the component, it remains within the database. If you truly want to remove the component from your database, you will need to delete the component.

  1. Click the Orders/Troubles
  2. Within the Navigation pane, click Orders and then All Active Orders.
  3. A list of the open orders populates. If you have a large number of active work orders, the list may not populate. To populate the list, do one of the following:
    • Within the search box, type any portion of the record and then click the magnifying glass.
    • Click the Show All
  1. Once the list opens, double-click the order number. A work order window opens.
  2. Within the Data Components ribbon group, click the arrow of the component that you want to drop to access a drop-down menu.
  3. From the menu, select the Drop
  4. A window with the configured components for the work order opens. Within the list, highlight the component to remove from the work order.
  5. Within the upper right hand corner of the window, click Drop Selected Component. Be aware, there is no undo button; once you click the button, you completely remove the component from the work order.
  6. The component is removed and no longer displays in the lower right hand pane of the work order.
  7. If you are completing the work center (if all the required fields for the component are complete) and you are ready to send the work order to the next center, click the Complete Work Center button, within the Work Order Info
  8. If you are still working within the work center, click the Save (save and stay) button or the Save & Close (save and exit) button within the Actions ribbon group.

Order Actions Ribbon Group

Within the Order Actions ribbon group, you can perform several different actions to the work order. For example, you can send a work order to a particular person within the next work center.

Send To

The Sent To action allows you to send a work order to a person who has access to the next work center. In the example below, the work order is currently in the Work Center: Directory, you can send this work order to a specific person in either the Work Center: Inside Plant or Work Center: QA. When a work order is sent to you, you can view those orders through Orders àMy Work Center Orders.

Sending a Work Order to a User

  1. Click the Orders/Troubles
  2. Within the Navigation pane, click Orders and then All Active Orders.
  3. A list of the open orders populates. If you have a large number of active work orders, the list may not populate. To populate the list, do one of the following:
    • Within the search box, type any portion of the record and then click the magnifying glass.
    • Click the Show All
  1. Once the list opens, double-click the order number. A work order window opens.
  2. Within the Order Actions ribbon group, click the Send To A drop-down field displays displaying the next work center(s) within the workflow.
  3. Mouse over the top of a work center name, a list of users with access to the next work center displays. From the list, select the name of the person to send the work order to, you will see the first name, last name and user name display.
  4. A message box displays allowing you to the reason you are sending the work order on to the particular user. Once the message is complete, click the Ok
  5. In order for the action to be processed, you need to complete the work center. Make sure all required fields for the associated data components are complete and click the Complete Work Center button within the Work Order Info
  6. If you have access to the next work center, the order remains open. Within the Actions ribbon group, click the Save & Close (save and exit) button to return to the work order list.

Viewing a Work Order Sent to You

  1. Click the Orders/Troubles
  2. Within the Navigation pane, click Orders and then My Work Center Orders.
  3. Depending on the number of orders assigned to you, the list may not populate right away. To populate the list, do one of the following:
    • Within the search box, type any portion of the record and then click the magnifying glass.
    • Click the Show All
  1. The My Orders list populates with a list of work orders that another user sent to you.
  2. To access the work order, double-click the order number. The Work Order window opens.

Directly below the ribbon is a yellow line. Within the line, notice that your user name displays in the attn field and the reason for sending the work order to you displays in the note field.

Send Back (Rejecting)

When a person in a previous work center is missing or enters in incorrect information, you can send the work order back or reject it to a particular work center. By sending a work order back, you are making that work order go through all the previous work centers. For example, if you send a work order back to the first work center, it will have to go through all work centers again before the work order is closed.

Sending a Work Order Back to a Work Center

  1. Click the Orders/Troubles
  2. Within the Navigation pane, click Orders and then All Active Orders.
  3. A list of the open orders populates. If you have a large number of active work orders, the list may not populate, there are two ways to populate the list:
    • Within the search box, type any portion of the record and then click the magnifying glass.
    • Click the Show All
  1. Once the list opens, double-click the order number. A work order window opens.
  2. Within the Order Actions ribbon group, click the Send Back A drop-down field displays displaying the previous work center(s) within the workflow.
  3. Mouse over the top of a work center name. A list of users with access to the work center displays. From the list, select the name of the person to send the work order back to, you will see the first name, last name and user name display.
  4. A message box displays allowing you to type the reason you are sending the work order back to the user, once the message is complete, click the OK
  5. The work order saves and closes and you are returned to the Orders list.

Assign To

The Assign To option allows you to assign this work order to a person who has access to the current work center. Once you assign it to the person, they can view the work orders assigned to them through Orders àOrders Assigned to Me.

Assigning a Work Order

  1. Click the Orders/Troubles menu.
  2. Within the Navigation pane, click Orders and then All Active Orders.
  3. A list of the open orders populates. If you have a large number of active work orders, the list may not populate. To populate the list, do one of the following:
    • Within the search box, type any portion of the record and then click the magnifying glass.
    • Click the Show All
  1. Once the list opens, double-click the order number. A work order window opens.
  2. Within the Order Actions ribbon group, click the Assign To A drop-down field displays displaying the current work center within the workflow.
  3. Mouse over the top of a work center name, a list of users with access to the work center displays. From the list, select the name of the person to assign the work order to, you will see the first name, last name and user name display.
  4. A message box displays allowing you to type any key issues regarding the work order. Once the message is complete, click the OK
  5. The work order window remains open; to complete the process, click the Save & Close button within the Actions ribbon group.

Viewing a Work Order Assigned to You

  1. Click the Orders/Troubles
  2. Within the Navigation pane, click Orders and then Orders Assigned to Me.
  3. Depending on the number of orders assigned to you, the list may not populate right away. To populate the list, do one of the following:
    • Within the search box, type any portion of the record and then click the magnifying glass.
    • Click the Show All
  1. The My Orders list populates with a list of work orders that another user sent directly to you.
  2. To access the work order, double-click the order number. The Work Order window opens.

Directly below the ribbon is a yellow line. Within the line, notice that your user name displays in the attn field and the reason for sending the work order to you displays in the note field.

Put On Hold and Remove From Hold

You may need to place a work order on hold for various reasons. When you hold a work order, the work order will not affect any due dates that you have in place. Once you put a work order on hold, the order is moved from the Active Work Orders list and placed in the Held Orders list.

Holding a Work Order

  1. Click the Orders/Troubles
  2. Within the Navigation pane, click Orders and then All Active Orders.
  3. A list of the open orders populates. If you have a large number of active work orders, the list may not populate. To populate the list, do one of the following:
    • Within the search box, type any portion of the record and then click the magnifying glass.
    • Click the Show All
  1. Once the list opens, double-click the order number. A work order window opens.
  2. Within the Order Actions ribbon group, click the Put On Hold
  3. A message box displays allowing you to enter a reason why the work order is going on hold. Type the reason and click the OK The work order window closes.
  4. To view a list of work orders currently on hold, click Orders and then Held Orders.

Viewing a Held Order

  1. Click the Orders/Troubles
  2. Within the Navigation pane, click Orders and then Held Orders.
  3. Depending on the number of orders assigned to you, the list may not populate right away. To populate the list, do one of the following:
    • Within the search box, type any portion of the record and then click the magnifying glass.
    • Click the Show All
  1. The Held Orders list populates with a list of work orders on hold.
  2. To access the work order, double-click the order number. The Work Order window opens.

Directly below the ribbon is a yellow line, within the line, notice that the status has changed to OnHold with the reason the work order is on hold. Once you remove the work order from hold, the status changes to Open.

Releasing a Held Work Order

  1. Click the Orders/Troubles
  2. Within the Navigation pane, click Orders and then Held Orders.
  3. A list of the open orders populates. If you have a large number of active work orders, the list may not populate. To populate the list, do one of the following:
    • Within the search box, type any portion of the record and then click the magnifying glass.
    • Click the Show All
  1. Once the list opens, double-click the order number. A work order window opens.
  2. Within the Order Actions ribbon group, click the Remove From Hold
  3. A message box displays to allow you to enter a reason for removing the hold, entering a reason is optional. Type the reason and click the OK

The work order opens to the work center that was open when the order was held.

  1. Within the Actions ribbon group, click the Save (save and stay) button to continue working with the order or click the Save & Close (save and exit) button to return to the Work Order list.

Cancel Order

You can cancel a work order at any time during the work flow. However, if you have components associated to the work order, they remain in your database. In order to change or remove the configured components you must access them through menu item.

Cancelling a Work Order

  1. Click the Orders/Troubles
  2. Within the Navigation pane, click Orders and then All Active Orders.
  3. A list of the open orders populates. If you have a large number of active work orders, the list may not populate. To populate the list, do one of the following:
    • Within the search box, type any portion of the record and then click the magnifying glass.
    • Click the Show All
  1. Once the list opens, double-click the order number. A work order window opens.
  2. Within the Order Actions ribbon group, click the Cancel Order

If you have configured components for the work order, a message box displays informing you that cancelling the work order will not change the status of the configured components. Even if you cancel the work order, the configured components remain in your database.

  1. Within the box, click Yes to continue cancelling the work order or No to return to the work order, remove the configured component, and then cancel the work order.
  2. Once you click Yes, a text box displays allowing you to enter in a reason for cancelling. Type the reason and click the OK
  3. To view the cancelled work order, click Orders then Order History.

Optional Work Centers

When your administrator creates your workflows, they can designate certain work centers as optional for that workflow. With the Optional Work Centers button, within the Order Actions ribbon group, you can add work centers into the work flow.

Viewing the Optional Work Centers

  1. Click the Orders/Troubles
  2. Within the Navigation pane, click Orders and then All Active Orders.
  3. A list of the open orders populates. If you have a large number of active work orders, the list may not populate. To populate the list, do one of the following:
    • Within the search box, type any portion of the record and then click the magnifying glass.
    • Click the Show All
  1. Once the list opens, double-click the order number. A work order window opens.
  2. Within the Order Actions ribbon group, click the Optional Work Centers

A list of the optional work centers displays below the button.

Adding the Optional Work Centers into an Open Order

  1. Click the Orders/Troubles
  2. Within the Navigation pane, click Orders and then All Active Orders.
  3. A list of the open orders populates. If you have a large number of active work orders, the list may not populate. To populate the list, do one of the following:
    • Within the search box, type any portion of the record and then click the magnifying glass.
    • Click the Show All
  1. Once the list opens, double-click the order number. A work order window opens.
  2. Within the Order Actions ribbon group, click the Optional Work Centers
  3. A box opens with a list of all the optional work centers. Within the box, click on the box next to each work center that you want add into the work order.
  4. Once they are selected, click on the Activate Selected Centers button in the lower right-hand corner of the box. Alternatively, click on the Cancel Changes button to not add any optional work centers into the work flow.
  5. The work centers are added, you can view them within the Work Flow pane.
  6. Within the Actions ribbon group, click the Save (save and stay) button to continue working with the order or click the Save & Close (save and exit) button to return to the Work Order list.

Removing a Work Center

You can remove any work center from a work order. This allows your site to create one work order for all actions that you can perform within your database. For example, you can create one work flow that can be used to add, move, change, and delete a set device. With the ability to remove a work center from a work flow, you can manipulate the work flow as it progresses from start to finish.

  1. Click the Orders/Troubles
  2. Within the Navigation pane, click Orders and then All Active Orders.
  3. A list of the open orders populates. If you have a large number of active work orders, the list may not populate. To populate the list, do one of the following:
    • Within the search box, type any portion of the record and then click the magnifying glass.
    • Click the Show All
  1. Once the list opens, double-click the order number.
  2. Within the Work Flow pane, right click the work center to remove from the work flow, a pop-up opens, within the pop-up, click the Remove Work Center selection.

! In order for a work center to be removed from the work flow, your CAIRS administrator must designate the work center as optional within the work flow. To learn more about the creating work flows see System Admin àWork Flows.

  1. A message box opens verifying that you really want to remove the work center from the work flow. Click Yes to continue or No to cancel the operation.
  2. Within the Actions ribbon group, click the Save (save and stay) button to continue working with the order or click the Save & Close (save and exit) button to return to the work order list.

Switching a WO to a TT

You can switch a work order to a trouble ticket by clicking the Switch to Work Order button, this does not change the work flow it simply moves the order from the work order section to the trouble ticket section. There is a button in Trouble Tickets that allow you to move the order back into work orders.

  1. Click the Orders/Troubles
  2. Within the Navigation pane, click Orders and then All Active Orders.
  3. A list of the open orders populates. If you have a large number of active work orders, the list may not populate. To populate the list, do one of the following:
    • Within the search box, type any portion of the record and then click the magnifying glass.
    • Click the Show All
  1. Once the list opens, double-click the order number. A work order window opens.
  2. Within the Order Actions ribbon group, click the Switch to Trouble Ticket button.
  3. Once clicked the work order window closes and you are returned to the Orders list.

! Remember that this does not change the work order or work centers for the Order, it simply moves the order to the Troubles list.  You still have to complete the requirements for the initial work flow selected.

  1. To view the order just switched, click Troubles à All Active Troubles.

Custom Reporting

The Custom Reporting ribbon group allows you to print the work order information on a form designed by you.  The form is created by your CAIRS administrators within System Admin à Custom Report Templates.  When you click the Custom Report button, a selection box opens allowing you to select the report template to print with the work order information.

Generating a Custom Report

  1. Click the Orders/Troubles
  2. Within the Navigation pane, click Orders and then All Active Orders.
  3. A list of the open orders populates. If you have a large number of active work orders, the list may not populate. To populate the list, do one of the following:
    • Within the search box, type any portion of the record and then click the magnifying glass.
    • Click the Show All
  1. Once the list opens, double-click the order number. A work order window opens.
  2. Within the Reporting ribbon group, click the Custom Report button. The Select Report Template window opens, within the list find the template to use, click on the name to highlight.
  3. Within the lower portion of the window, click the Generate Report button.
  4. The report opens in the appropriate program allowing you to save, print or send.

Attach Ribbon Group

Before you can attach files to a work order, your CAIRS administrator must determine the allowable file types and size.  Please contact your CAIRS administrator if you are unable to attach files.

There are two different types of files that you can attach to a record, the first button allows you to attach a regular file. These files follow the record and other users are able to see them. Although, this is convenient, if changes need to be made to the file, the file will have to be saved and then re-attached.

The second file attachment type allows you to attach a link to a file that is in a shared location.  The benefit of this file attachment is that when changes are made to the file there is no need to reattach the file.  The disadvantage is that all CAIRS users have to have access to the shared file location.

Since the process to add, modify, delete and view file attachments is the same throughout CAIRS, we have consolidated the process into one section on the manual.  Please see Common Elements à File Attachments to learn more.

Viewing a Work Order

Within the Navigation pane, there are five different choices on how to view all work orders. You can view open, closed and/or cancelled work orders within your database. The five available options are:

  • My Work Center Orders – provides a list of work orders currently assigned into a work center that you have permission to view.
  • Orders Assigned to Me – provides a list of work orders assigned or sent to you by another user.
  • Order Created By Me – provides a list of the work orders that you created.
  • Held Orders – provides a list of work orders currently on hold.
  • All Active Orders – provides a list of all open work orders
  • Order History – provides a list of cancelled or completed work orders

Each of the selections displays information regarding the work order. When you right click any column, you can change the amount of information within the line display. You can also change the order of the columns, click and hold on the column header and drag and drop it to the new location within the line display (when you click and hold two red arrows displays so you now where you are in the line display).

My Work Center Orders

  1. Click the Orders/Troubles
  2. Within the Navigation pane, click Orders and then My Work Center Orders.
  3. A list of the work orders currently in a work center that you can access populates. If you have a large number of work orders, the list may not populate. To populate the list, do one of the following:
    • Within the search box, type any portion of the record and then click the magnifying glass.
    • Click the Show All
  1. Find the work order within the list and double-click it to open the work order details window.

Orders Assigned to You

  1. Click the Orders/Troubles
  2. Within the Navigation pane, click Orders and then Orders Assigned to Me.
  3. A list of work orders assigned to you (or sent to you by another user) populates. If you have a large number of work orders, the list may not populate. To populate the list, type any portion of the record in the search box, then click the magnifying glass.
  4. Click the Show All Find the work order within the list and double-click it to open the work order details window.

Orders Created By You

  1. Click the Orders/Troubles
  2. Within the Navigation pane, click Orders and then Orders Created By Me.
  3. A list of work orders that you created populates. If you have a large number of work orders, the list may not populate. To populate the list, type any portion of the record in the search box, then click the magnifying glass.
  4. Click the Show All Find the work order within the list and double-click it to open the work order details window.

Held Orders

  1. Click the Orders/Troubles
  2. Within the Navigation pane, click Orders and then Held Orders.
  3. A list of work orders on hold populates. If you have a large number of work orders, the list may not populate. To populate the list, do one of the following:
    • Within the search box, type any portion of the record and then click the magnifying glass.
    • Click the Show All
  1. Find the work order within the list and double-click it to open the work order details window.

Viewing all Work Orders

  1. Click the Orders/Troubles
  2. Within the Navigation pane, click Orders and then All Orders.
  3. A list of all the open work orders populates. If you have a large number of work orders, the list may not populate. To populate the list, do one of the following:
    • Within the search box, type any portion of the record and then click the magnifying glass.
    • Click the Show All
  1. Find the work order within the list and double-click it to open the work order details window.

Viewing Closed or Cancelled Work Orders

  1. Click the Orders/Troubles
  2. Within the Navigation pane, click Orders and then Order History.
  3. A list of closed or cancelled work orders populates. If you have a large number of work orders, the list may not populate. To populate the list, do one of the following:
    • Within the search box, type any portion of the record and then click the magnifying glass.
    • Click the Show All

The Current Status column displays whether the work order was completed or cancelled.

  1. Find the work order within the list and double-click it to open the work order details window.

Order History

Within Order History, you can view all work orders that have been completed or cancelled within your database.  The list provides some basic work order information, it is important to pay close attention to the Status column, this will tell you whether the work order was completed or cancelled.

By double clicking on any work order, you can view the complete work order.  This is read only information; however, you export the information or create a custom report.

Reopening

Often times, a work order may be closed before the work is completed. In this case, you can reopen the work order, instead of creating a new one. When you access the work order within History, the button used to create and complete the work center is now used to reopen the Work Order.

Reopening a Work Order

  1. Click the Orders/Troubles
  2. Within the Navigation pane, click Orders and then Order History.
  3. A list of closed or cancelled work orders populates. If you have a large number of work orders, the list may not populate. To populate the list, do one of the following:
    • Within the search box, type any portion of the record and then click the magnifying glass.
    • Click the Show All
  1. Find the order within the list and double-click it to open the work order details window.
  2. Within the Work Order Info pane, click the Reopen Work Order button to change the order status to Active.

The order opens to the last Work Center and Time Frame.

You can send the Work Order to a previous work center and time frame by using the Send Back button within the Order Actions ribbon group.

  1. Click the Save button, to save and stay or the Save & Close button to return to the Orders list.

The Work Order now displays within the All Active Orders list.