User Chapter Fifteen: Service Requests

FaciliWorks users who have full rights to the Service Requests section can view and edit all service request records. Supervisory-level users can immediately create work orders based on service requests, calendar-based service due or metered service due. Please see the FaciliWorks Administrator Guide for information regarding the setup of user access.

 

Employees in other departments can use the optional Service Request module to enter requests. These requests then appear in FaciliWorks for approval by the facilities staff. For more information regarding the Service Request module, please contact CyberMetrics.

 

 

 

Create Service Requests

Navigate to the Service Requests -> Create Service Requests -> Information tab. Upon entering this screen, FaciliWorks assigns a consecutive Request No to each service request. The format for this number is set up in the Configuration -> Admin Settings -> Automatic Numbering tab. For detailed information about automatic numbering, please see the FaciliWorks Administrator Guide.

 

 

The Request Date field is automatically populated with the current system date and the Desired Date field is automatically set to one week from the request date. Alter the Desired Date of the service as necessary, depending on its priority.

 

Select an Asset ID from the pop-up list; the Asset Description field will be populated, but is editable, if necessary. Entering detailed information in this field is helpful if the requester is unaware of the Asset ID.

 

Select a priority description from the Request Priority pop-up list or enter a new priority description.

 

Desired Date: Enter the date by which the maintenance must be performed.

 

Requested By: Use the pop-up list to select the name of the person requesting the service or click the Add User button to the right of this field to add a new user. Clicking the Add User button opens a new window which is identical in form and function to Personnel -> Staff Entry. Upon making the Requested By selection, the Location, Phone and Email fields will be automatically populated with information from this person’s staff record. This field can be configured in Configuration -> Admin Settings -> Options tab. Please see the Administrator Guide for more information regarding Admin Settings.

 

Emergency Priority: Check this box to indicate that this request is for emergency maintenance.

 

Attachments: Browse out to your local or network drive and upload an attached document (like a picture) that will assist in clarifying what or where the issue is. Click the Browse button, locate the file and click Open. Once the file is attached, you can preview or delete the file. All attachments uploaded to a service request will be reflected in the Work Orders -> Work Order Manager -> Attachments tab when a work order record is created from the service request record.

 

Problem: Enter a detailed description of the problem and the service needed.

 

Asset Sub Location 01 and Asset Sub Location 02: Enter the alternate locations of your asset or configure these fields to your needs.

 

When you’ve completed the form, click Submit Request. A confirmation message will be displayed. In this message, clicking Submit another request will take you to a new service request form. The requester can log out if no other request is to be submitted.

 

 

Approve Service Requests

A user must have proper permissions in order to approve a service request; permissions are defined in Personnel -> Security.

 

If the Use two-step Service Requests checkbox has been checked in the Configuration -> Admin Settings -> Options tab, service requests must be manually approved. If that box is not checked, the service request will be automatically approved and will not be available in Approve Service Requests. Please see the FaciliWorks Administrator Guide for more information about Security and Admin Settings.

 

Approve Service Requests - Information Tab

To approve a service request, navigate to the Service Requests -> Approve Service Requests -> Information tab.

 

 

The majority of the fields here are populated from the information supplied when the service request was created. The remaining fields are as follows:

Resolution Code: From this drop-down list, select the status of the service request - Open, Cancelled, Escalated or Resolved. When a work order is created from a service request, the resolution code is automatically changed to Escalated.

 

Attachments: Browse out to your local or network drive and upload an attached document (like a picture) that will assist in clarifying what or where the issue is. Click the Browse button, locate the file and click Open. Once the file is attached, you can preview or delete the file. All attachments uploaded to a service request will be reflected in the Work Orders -> Work Order Manager -> Attachments tab when a work order record is created from the service request record.

 

Entered By: This field displays the name of the person who submitted the request.

 

Emergency: This checkbox is checked if the requester checked it when creating the service request. This checkbox can also be checked or unchecked during the approval process.

 

Comments: Enter any additional comments about the service request in this box. These comments will be transferred to the comments box in the work order form and printed in the comments field on the work order report.

 

Approved: Check this checkbox to approve the request.

 

To approve a service request, click the Approved checkbox and then click Save. The service request will then be available in Edit Service Requests.

 

 

 

Approve Service Requests - Workflow Tab

While the actual steps and triggers are defined in Workflow Trigger Setup and Workflow Step Setup, this tab shows the history of the actions and approvals involving the service request. For more information, see Configuration -> Workflow Trigger Setup and Configuration -> Workflow Step Setup in the FaciliWorks Administrator Guide.

 

 

 

 

Edit Service Requests

Navigate to Service Requests -> Edit Service Requests to assign the service request and to create a work order.

 

Edit Service Requests - Information Tab

 

Most fields on this form are populated with information entered during the creation and/or approval of the service request but can be edited here. The remaining (automatically populated) fields are Progress Text and Progress Change.

 

The Progress Name field shows the status of the service request. By default, FaciliWorks automatically updates this field when service requests are created, approved or closed. This field’s value can be changed manually using the pop-up list. For information about editing progress names or creating new ones, please see the FaciliWorks Administrator Guide.

 

In the Progress Text field, you can enter a brief description of the progress, above and beyond the Progress Name, i.e., Part Number X-0011 on backorder.

 

Progress Set: FaciliWorks automatically enters the date of the last change in the progress of this service request. This date can be changed here, if necessary.

 

In the Progress Change field, enter the date on which you expect the progress of this service request to change next, i.e., if you are waiting for a part, enter the date on which you expect to receive the part.

When a work order is created from a service request, the Resolution Code is automatically changed to Escalated.

 

Attachments: Browse out to your local or network drive and upload an attached document (like a picture) that will assist in clarifying what or where the issue is. Click the Browse button, locate the file and click Open. Once the file is attached, you can preview or delete the file. All attachments uploaded to a service request will be reflected in the Work Orders -> Work Order Manager -> Attachments tab when a work order record is created from the service request record.

 

Preview Request: Clicking this button opens a preview of the service request, ready for printer output.

 

Preview W.O.: Clicking this button opens a preview of the work order, ready for printer output. If the work order has not been created, this button will be inactive.

 

Create Work Order Using This Record: After entering the required information on the remaining Edit Service Requests tabs (discussed next), click this button to create a work order. When you click this button, you will receive a confirmation message:

 

 

Click OK. The work order will be available in Work Orders -> Work Order Manager and will include all previously entered information that applies to the service request.

 

 

Edit Service Requests - Assignments Tab

Upon opening this form, the Request No, Asset ID, Asset Location and Desired Date are automatically populated with information entered when the service request was created and/or approved. Use this form to assign an Asset ID, Task ID, Priority and Technician to the service request.

 

 

Use the pop-up lists to select an Asset ID, Assigned Tech, Task ID, Cause and Service Supplier. The Task ID pop-up list shows only tasks linked to this asset. Click the Show All button next to this field to see all of the tasks in your database (click it again to go back to the original list). Enter the estimated hours for the task.

 

Date Assigned: If you’ve already assigned the task, enter the date on which you assigned it.

 

Completion and Actual Hours: When the work order for this service request has been completed, the completion date and actual hours required to complete the task automatically appear in these fields.

 

Work Order Number: FaciliWorks displays the work order number assigned to the request. This field will be empty if a work order has yet to be assigned to this request.

 

Emergency: Check this box to indicate that this request is for emergency maintenance.

 

 

Edit Service Requests - Notification Tab

This screen permits you to create, print or email correspondence related to service requests, including acknowledgments, late notifications and completion notices. If you send letters from this screen, FaciliWorks automatically puts the current date in the appropriate Letter Dates field. You can also manually enter these by accessing the calendar to the right of the field and selecting the date you want. To preview each letter, click the appropriate View Letters button. These letters are already formatted and can be modified only from the Configuration -> Service Request Letter screen. For instruction, please see the Administrator Guide.

 

Use the Required Letters pop-up list to select which correspondence is to be sent. In the image below, we’ve selected Completion. The Letter Date field will remain empty until the work has been completed. Click Save.

 

 

 

Edit Service Requests - Comments Tab

In the Comments screen, enter any other information about the request and click Save.

 

 

 

Edit Service Requests - Signature Tab

Once a record has been signed, it cannot be edited by anyone. This means that after signing, you can no longer create a work order from the service request, so be sure to create the work order first and then go back to this tab to sign the record.

 

To sign a record as complete, click the Sign button. This creates a new signature record containing the user's name, date and time and the Sign button becomes an Unsign button. Once it has been signed, the Approved By pane can be signed. A signed record can only be made editable if the original signer unsigns it. If the record’s approval has been signed, the approval must be unsigned by the person who signed it before the record can be unsigned.

 

 

 

You can require a user to enter his/her User ID and password in order to click a Sign/Unsign button by checking the checkbox labeled Electronic Signature Login in the Configuration -> Admin Settings -> Options tab. For more information about electronic signatures, please see the Administrator Guide. If this option is not enabled, FaciliWorks will sign the record with the User Name of the user who is currently logged in.

 

 

Edit Service Requests - Workflow Tab

While the actual steps and triggers are defined in Workflow Trigger Setup and Workflow Step Setup, this tab shows the history of the actions and approvals involving the service request. For more information, see Configuration -> Workflow Trigger Setup and Configuration -> Workflow Step Setup in the Administrator Guide.

 

 

 

Create a Work Order from a Service Request

Now that all tabs within Edit Service Requests have been completed, go back to the Information tab and click the Create Work Order Using This Record button. A confirmation message will be displayed:

 

 

 

 

 

View Service Requests

Navigate to Service Requests -> View Service Requests to view all approved service requests. This form is read-only, but requests can be deleted here.

 

 

 

 

Calibration Service Request (8i Calibration only)

Navigate to Service Requests -> Calibration Service Request to track and print service requests for both in-house and outside service providers. More importantly, you can use it to document, track and report on corrective actions that you’ve issued for failed or malfunctioning gages. If you use this form when sending gages to outside providers, it can serve as an inventory list of the gages being sent.

 

 

To create a new calibration service request, click the New button.

 

CA/Request No: This field automatically generates a number to track your requests if an automatic numbering scheme has been defined within the Configuration -> Admin Settings -> Automatic Numbering tab; otherwise, enter a unique alphanumeric code.

 

Request Date: Enter the date or click the blue button to the right of this field to automatically enter today’s date. To select another date, click the calendar icon to the right of the field.

 

Requester: This field auto-fills with the name of the current user logged into the system or use the pop-up list to select the name of person requesting service.

 

Insurance Amt (in the upper portion of the form): This field displays the total of all insurance amounts from the gages listed in the lower portion of the form and is not directly editable. The original insurance amount is derived from the Cost field in Gage Entry but this dollar amount can be modified in the Insurance Amt fields (in the lower portion of the form) for insurance purposes. These fields can be used for return freight insurance if you’re sending the device out for repair or calibration.

 

Type: Select the type of document to use (such as Calibration Request or Corrective Action). For instructions on adding new documents and editing service request letters or corrective action request forms, please see the Administrator Guide.

 

If the application is set to change the status of a gage when that gage is added to a service request, Type is used to determine the new status of that gage. In this example, the Type selected is Repair Request.

 

Within the Configuration -> Admin Settings -> Options tab, the Calibration Service Request preferences are currently specified as follows:

 

 

FaciliWorks is configured to provide a prompt when needing to change the status rather than changing it automatically. In the calibration service request, when a type is selected, we will receive a message similar to the following:

 

 

 

Click Yes; FaciliWorks will change the gage’s status. Navigate to the gage record within Data Administration; the Status field now shows Out for Repair:

 

 

If, however, the Type selected is Corrective Action, FaciliWorks would prompt to change the status to Inactive.

 

Service Supplier: Select the supplier code of the service provider (or this might be a department within your company).

 

Status (in the upper portion of the form): This field lets you close the service request regardless of the status of the individual gages listed below. Closing the service request will close any Open gages attached to that service request.

 

If the application is set to change the status of a gage when it is returned from a service request, that status change will be made for any gages still Open when the service request status is set to Closed.

 

For example, when the service request status is changed to Closed (based on the Admin Settings described previously), FaciliWorks will prompt you to change the status of the gage back to Active. Clicking Yes will automatically change the gage’s status in this form to Closed and the gage’s Status in Gage Entry will be changed back to Active.

 

Comments: In this field, enter any notes about this request.

 

Gage ID: Use the pop-up list to select the ID of the gage for which you need service.

 

Next Due Date: The gage’s next due date is displayed here.

 

Completion Date (in the upper portion of the form): After service on all gages listed below has been completed, use this field to set the completion date for the entire service request.

 

Completion Date (in the lower portion of the form): Each gage has a completion date for the service request.

 

Click the View button for a print preview of the letter currently linked to this record. From this window, the letter can be printed or exported. Select a file type from the Export as field then click the Export button. The content of these letters is defined within Configuration -> Service Request Letter.

 

To close the preview, click Close and you’ll be returned to the calibration service request form.