The Fulfillment Console is the listing of work orders available to the user. This is a table with configurable columns that will show a configurable number of records per page. By default, the console opens to show the signed in user’s assigned, open work orders (My Work Orders). The other console views are Open Work orders, Unassigned Work Orders, and Search. Open Work Orders, out of the box, shows users all open work orders in the groups they are a member of. Search allows, out of the box, users to search for any work order.
The Fulfillment Console sorts, by default, by the KSR ID work order row. The user can sort on any of the visible columns. Note that if there are no unassigned work orders for the logged in user’s groups, that option will not appear. Also, if there are no items assigned to the logged in user, that option doesn’t appear and the console defaults to Open Work Orders.
By clicking on the KSR ID for the work order row, the user can assign, open, or show a log for the work order record in question.
The assignment function may be denied if (1) you don’t have write permission to this record (out of the box this would be the case if you weren’t in the assigned group) or (2) the record is locked. If not denied for one of these reasons, the assignment will pop-up a dialog that will default to the current assigned group and assignee. A new assignee can be selected from the drop down or another group can be selected using the "Other groups" radio button.
When "Other groups" is selected, the menus default to the current assignment of the work order. A new company, organization, group, and/or member can be selected from the menus provided. The Fulfillment KAPP can work with the out of the box BMC Remedy ITSM Support Group structures or with another KAPP, the Assignment KAPP, which provides for the same levels of categorization for support groups.Which support groups will be used for your system will be determined by what is set up at install time. There are two options during the install package, one for ITSM Support Groups support and one for Assignment KAPP Groups support (see Fulfillment KAPP Admin Guide).
The Show Log feature displays a listing of the activities tracked on the work order: acknowledgement, Work Order due date updates, Assignment changes, Status changes, and Priority changes.