Customers on work orders

The customer that is associated with a work order determines the classifications, attributes of classifications, assets, locations, and CIs that are processed with the work order. The customer also determines which users can access the work order record.

A customer must be assigned to a work order for you to apply a customer agreement, price schedule, and other customer-specific information to a work order.

When you create customer records, you create detailed customer agreement and pricing information for the customer, and the services that you provide. You can associate customers with assets, locations, and CIs in the Assets (SP), Locations (SP), and Configuration Items (SP) applications.

When you associate customers with work orders, you can also keep the work order records restricted to the users who have permission to access the data of a particular customer. You associate customers with users in the Security Groups (SP) application.

When you create a work order, information from the customer about the location, asset, or CI is copied to the work order. The combination of location, asset, and customer on the work order is used to determine the best matches when a service desk agent or workflow process searches for service level agreements, price schedules and response plans.

You can create a work order for a location, asset, or CI. These items must be associated with an active customer in order for the customer information to be copied to the work order. The lowest level of these items on a work order determines the customer on the work order:

Table 1. Record types that determine the customer on a work order
Record type	Rank
CI	If a CI has a customer associated with it, the CI customer data is copied into the work order.
Asset	If there is no CI data, then the customer associated with an asset record is copied into the work order. The cost center and customer charge account from the asset are copied to the work order.
Location	If there are no CI or asset data, then the customer associated with the location record are copied into the work order. The cost center and customer charge account from the location are copied to the work order.
None	If none of the above record types exist in the work order, you can directly add a customer to it.

Adding, changing, or removing a customer on a work order can affect how it is classified. However, classifications and attributes are never automatically removed from or added to a work order when you change a customer association. You change the customer on a work order by changing the value in the customer field directly, or by changing the location, asset, or CI that determines the customer on the work order. If you do so, you should first remove any classifications from the work order, and then re-apply the appropriate classifications after the new customer is selected.

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