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1. Corrective work orders in general
A request system is a tool used to report and address issues or maintenance needs within a facility or office building. The person creating a request provides detailed and essential information about the issue, so that the responsible person or team can handle the issue accordingly and within the specified period. The request process give transparency to the requestor and to the responsible about the progress of the request.
Overall, a request system in facility management streamlines the process of reporting and resolving issues, leading to improved efficiency, better communication, and enhanced facility maintenance. It helps ensure that the facility remains safe, functional, and comfortable for its occupants.
2. What is this module about
For more information on the content of this module, including detailed descriptions of some of the core components, see: Corrective work orders module in the 'Application Managers' section.
3. Why use this module
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This article is about activating this module as an implementation consultant. For more detailed information on how to manage or use the concepts in this module as an application manager or a user (for instance, details on how to create an object), see the related module in the application managers and/or Users part of this knowledge base: Application Managers / Users |
1. Corrective work orders in general
Corrective work orders are specific requests issued by a company to its (external) contractors to address and resolve issues related to products, services, or equipment. These work orders are used when there is a need for repair, maintenance, or replacement of items supplied by the contractor .
The work order process gives transparency to the service teams about the progress of the work orders being handled by contractors. Overall, a work order system in facility management streamlines the process of reporting and resolving issues, leading to improved efficiency, better communication, and enhanced facility maintenance. It helps ensure that the facility remains safe, functional, and comfortable for its occupants.
2. What is this module about
For more information on the content of this module, including detailed descriptions of some of the core components, see: Corrective work orders module in the 'Application Managers' section.
3. Why use this module
This module enables service teams to forward requests to (mostly external) contractors to fix the issues reported by the internal employees. Unlike with requests, in corrective work orders, the estimated costs can be registered, a tendering process can be initiated to request quotations and select the suppliers with the best fit, and execute mandate approval on the estimated work order costs.
3.1 Choices to be made within the module
The most relevant choices that can be made when using this module are the following:
Which service groups are used by the customer? All service group members will be users of the Workplace Management application and will get tasks to handle requests.
Which problem types are applicable for the customer? Does the customer want a simple list with only a couple of problem types to choose from or a complete hierarchy of problem types with multiple levels?
Does the customer want to use corrective work orders? Requests can be handled directly by the responsible service group (member) or via corrective work orders created from the request. Corrective work orders can be assigned to internal users or external suppliers to register relevant costs and handle the problem. If the customer wants to use corrective work orders:
Use corrective work orders in general: corrective work orders can be created in all requests (independent from problem type)
Use corrective work orders based on the problem type: Determine per problem type if corrective work orders can be created.
Are SLAs used to monitor the response and handle times of requests? If so, register the desired response and handle times per priority.
4. How to activate this module
As for every new module, use the ‘Module activation’ option on the administrator startboard (only available for level 2 and level 3 admins). For more general information about these 'Module activation' options, see Module activation
4.1 Prerequisites before enabling this module
The requests module does not require any other modules to be activated before. However, if you want to be able to link a specific building, area and/or asset to a request, these modules will need to be activated first. Otherwise, it is only possible to register the specific building, area and/or asset in a description field. Insights about the number of requests for a specific building, area or asset will then not be possible.
For more information about these modules see:
4.2 Module activation
For this specific module activation, multiple settings and options apply:
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Settings to be determined
Use SLA times: Enable this option to register the response and handle times desired per priority and being able to report on the reponse and handle times for all requests.
Hide option to send request to contractor: Hide the option to forwarded the request to a contractor instead of working with corrctive work orders. Forwarding requests to a contractor can be used if the customer does not use corrective work orders for this purpose.
Auto close request after workdays: After a request is handled, the requestor can check if the request is handled accordingly. If the requestor does not review the request, the request is automatically closed after X days.
Set update done by requestor flag: Enable this option if the requests needs to be flagged as soon as the requestor adds more information to the request. The service group which handles the request becomes aware of the additional information and can then mark the request to confirm that the requestors update is seen.
Use preferred suppliers: Enable this option to register preferred suppliers in general, per building, per area and/or per asset and let the application automatically assign the preferred supplier to the corrective work orders.
Use Knowledge base: Enable this option to use a knowledge base in requests, where users can add knowledge base items to help other users handling requests faster and more efficient.
Check duplicate problem type: Enable this option to let the application check for duplicate (open) request with the same problem type.
Check duplicate property: Enable this option to let the application check for duplicate (open) request with the same property/building.
Check duplicate area: Enable this option to let the application check for duplicate (open) request with the same area.
Check duplicate asset: Enable this option to let the application check for duplicate (open) request with the same asset.
Service groups:
Create the desired service groups directly from the module activations ‘Servicedesk service groups’ include. At least one service group needs to be created to be able to start the module activation.
Workflow emails:
The emails that are automatically send via the workflow (e.g. the confirmation email to the requestor after the new request is submitted) are also generated and shown in the include on the module activation after the module activation is started. If the customer does not want to use one or more workflow emails, the emails can directly be deleted from the overview. For more information on workflow emails: Workflow emails
4.3 Data imports
When activating this module, some data imports become available, which can be used to quickly import relevant data into the system (as opposed to manually entering this data, which is also possible).
Relevant data imports become available in the module activation after the activation has been started. Default data imports can also be found on the admins startboard (only for level 2 and level 3 administrators).
For more information on data imports in general, see: Data imports
If the requests module is activated, the following default import connectors become available:
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Reference
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Name
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Description
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FMB-F-031
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Import problem types (basic)
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This import can be used to import the problem types which can be selected in requests. This is a basic variant of the problem type import without work order or ITIL settings.
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FMB-F-032
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Import problem types (advanced)
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This import can be used to import the problem types which can be selected in requests. This is the advanced variant of the problem type import with work order and ITIL settings.
4.4 System groups
When a module is activated, system groups become available that can be assigned to user profiles. These system groups will give users access to (a subset of) navigation menu options, startboard tabs, and tasks in the relevant workflow(s).
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For the Requests module, the following system groups become available:
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Reference
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Name
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Description
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License needed
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GOB-G002
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Create requests
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Group gives access to creating requests (object and startboard menu options)
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Requestor
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FMB-G151
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View requests
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Group gives access to the navigation menu option 'Requests'.
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Requestor
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GOB-G013
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Servicedesk employee
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Group grants general rights to view and handle requests. Group must be assigned to each service desk employee (in addition to the customer-specific service desk group for handling the specific requests for that service group)
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Limited user
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GOB-G033
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Service groups
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Parent group under which al client-specific ServiceDesk groups are created. Access rights and filter pages use this group and all child groups in lots of places to provide the client-specific ServiceDesk groups with the correct access rights and the possibility to select them.
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FMB-G064
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Manage demarcations
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Group gives access to demarcation lists en object demarcations.
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Full user
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FMB-G057
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Manage problemtrees
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Group gives access to create and edit problem trees and problem types.
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Full user
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FMB-G082
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Management dashboards requests
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Group gives access to the menu option "Management dashboards" for the requests module, as well as access to the relevant objects to view this content of the dashboards.
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Limited user
Via the 'User profile management' option on the administrator startboard, these system groups can be assigned to existing user profiles or add them to newly created user profiles.
4.4.1 Relevant system groups from other modules:
For some modules, other (master data) modules might be of importance, in order to be able to fully use this module.
For Requests, the Master data modules ‘Properties and areas’ and ‘Assets' are often relevant, therefore the following system groups could also need to be assigned to users (If not already done in the past), to be able to create and edit the relevant master data objects
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Reference
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Name
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Description
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License needed
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GOB-G007
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Edit properties and areas
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Group gives create and edit rights on properties and areas
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Full user
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GOB-G008
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Edit assets
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Group gives create and edit rights on assets
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Full user
When generating the user profiles, it is advised to also include these groups in the profiles or have dedicated profiles (and users) for these modules.
4.5 Navigation menu and startboard options
When a module is activated, the relevant navigation menu options become available to users with the correct authorizations (based on the system groups). Next to that, a module specific key user startboard tab becomes available for that particular module and is visible depending on the user's authorizations. This tab gives users insights and day-to-day work overviews relevant to the specific module.
For more general information on the navigation menu and startboard, see: https://spacewell.atlassian.net/wiki/spaces/KB/pages/441712705/Authorizing+users#2.2-Navigation-menu-and-Startboard
For the Requests module, the following navigation menu options become available:
Navigation menu option | Available to system groups | Description |
|---|---|---|
Requests |
| The option to search for all existing requests. |
Problem type schemes |
| The option to manage the problem types. |
Roles |
| The option to manage the roles which can be linked to problem types and preferred suppliers. |
Preferred suppliers |
| The option to manage preferred suppliers in general. Specific object related preferred suppliers can be maaged within the corresponding object (e.g. a building). |
Knowledge Base |
| The option to manage knowledge base items. |
Requests dashboard |
| A management dashboard with overviews and graphs related to requests (New vs Handled, SLA response times, etc) |
For the Requests module, the following starboard tab becomes available:
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This tab is available for the following system groups:
Servicedesk employee
Management dashboards requests
This startboard tab has some buttons that are similar to the navigation menu options with the same names. Next to that, this tab has the following includes (most are only visible if they contain data):
Requests for my team, not yet assigned: This overview shows created tickets assigned to your team (service group), which have not yet been assigned to a team member to handle the request.
Requests assgined to me: This overview shows requests assigned to me to handle.
5. Additional reports
For some modules, additional reports can be available via the ‘Reports’ navigation menu option.
For the requests module, there are reports available via:
Navigation menu reports: A long list of reports related to requests available for all service groups.
Management dashboard: A management dashboard for requests is available in the ‘Requests’ navigation menu for the ‘Management dashboards requests’ system group, with overviews and graphs related to requests (New vs handled, SLA response times, etc):
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6. Additional settings and options after enabling
For some modules, additional settings can be configured after the initial module activation via the 'Module settings' option on the administrator startboard. A module is always activated with the most used settings pre-defined. After the module is activated, the module may have more advanced settings available, which can be managed via the Module settings as well.
To navigate to all Requests settings, go to Modules settings → tab Requests. Hover over the available settings to get more information:
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7. Additional information
No additional information currently.
8. User manual
For the user manual with a more step-by-step explanation of the process itself, see: Requests module for (end)users
9. Q&A
Waiting for questions to answer.
BELOW THE OLD TEXT:
To start the module activation for corrective workorders:
Navigate to the startBoard.
Click on the module activation tile.
Select the available modules to rollout tab and select corrective workorders.
After selecting workorders click Rollout selected module.
This will provide you with a short explanation like the one below.
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After this a new page will open:
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Steps to follow
Step 1 Settings to be determined
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Tip: We go over the settings in the table below. However, hovering over the field you are filling in will often provide you with the same help text. |
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Use corrective workorders
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Determine whether it is possible to create workorders from a request. If you choose the option ‘Based on problemtype' , then you’ll get the option to use the setting 'Use corrective workorders' on every problemtype.
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Approve workorders
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Determines whether a task is generated to approve the workorder after execution or that this step will be skipt.
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Financial processing workorder
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Determines whether a task is generated to financially handle the workorder after approval or that the workorder skips this step and is closed.
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Auto close request via workorder
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After approving the workorder, the request will be automatically handled (if no other workorders are still open for this request). The solution field of the request will automatically get the same value as the solution field of the workorder (if the request solution field is not already filled).
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Use catalog items in corrective workorder
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Determine if catalog items can be added to a corrective workorder. Catalogitems in the category 'Workorder items' can be selected. With this, for example, a standard service can be linked to the work order (with an agreed price).
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Use preferred suppliers
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If set to yes, preferred suppliers are used within this environment.
In the pre defined settings tab we go over some settings that cannot be changed in the SBR.
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| title | Pre-defined settings |
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There are some predefined settings. If these need to be adjusted this should be done via the "Module settings" button on your startBoard > ‘Workorders, quotations and checklist’ tab.
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Setting
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Description
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Mandatory to upload signed workorder form
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Determine whether it is mandatory to upload a signed workorder receipt when the workorder is finished.
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Mandate approval corrective workorders
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Determine if and which mandate approval is used in the corrective workorder process. Fot further details hoover over the option in the SBR or client settings.
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Use quotations
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If set to yes, quotations are used within this environment.
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Check conflicting scheduled employee
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Determine if a check is executed when adding an internal employee as contractor within a workorder, which is already planned in a different workorder and overlappes (startdate and enddate). An alert is shown, but the alert is not blocking.
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Use inventory items in corrective workorder
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Determine if inventory items can be added to a corrective workorder. Inventory items with catalog items in the category 'Workorder items' linked to it, can be selected.
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Plan corrective workorders via planboard
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Determine if corrective workorders can be planned via the planboard.
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Supplier access
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Determine if suppliers are able to log in Axxerion and handle workorders themselves.
Step 2 Start this module activation
What happens when clicking the green Start button in this wizard step?
You move on to the next page of the Wizard.
Relevant imports are created, in the next step we will go over these imports.
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| title | Authorizations |
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The following groups can be assigned to users:
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Group
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Reference
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Comment
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4. Corrective workorder manager
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FMB-G024
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Group has acces to workorders (via navigation menu) and can execute all tasks within the corrective workorder process.
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6. Workorder executor user
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FMB-G045
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Group is used in the workorder proces to indicated the work is finished. If the Contractor is a user, this contact is used, otherwise the contact that is responsible for the werkorder is used.
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6. Workorder executor
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FMB-G013
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Group is used to authorize the user that is responsible in the work order.
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6. Planner via planboard
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FMB-G124
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Group is used to plan corrective workorders via the planboard.
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6. Mandate approver context workorder
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FMB-G123
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Group is automatically assigned to the mandate approvers in the workflow.
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7. Management dashboards workorders
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FMB-G128
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Group gives access to the menu option "Management dashboards" for the workorders, as well as access to the relevant objects to view this content of the dashboards.
Workflow emails are automatically created for the corrective workorder workflow.
Imports are generated. More on this in the next step.
Step 3 Check data and close the rollout.
On the next page we can check all items that have been created. This also contains a checklist we can follow.
For importing data we take you through the basics steps on how to import module activation data. More details on imports can be found in this article Imports.
Import files: The file that is created is for importing suppliers, suppliercontacts and workorder catalog items.
navigate to the “Relevant imports” include
Click Generate import template
Click the download icon next to the loop to download the template.
Send files to the client
Import files receives and approved
If relevant, check if objects are imported successfully.
Click Upload import file and upload the import file obtained from the customer.
To see what workflow emails have been created we navigate to the Generated workflow emails include. We can take a closer look at the individual emails by clicking on the hyperlinks but for more info on workflow emails check /wiki/spaces/KB/pages/25034763.
Close the rollout.
Summary
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Steps in the module activation:
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Search
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Use corrective work orders in general, or determine whether to use corrective work orders per problem type. If it only applies to creating corrective work orders for particular problem types, this can be determined at the problem type level. The other option is to be able to create work orders for all problem types.
Approve the handled corrective work order: The internal responsible needs to review the executed work and can approve or reject the work order. This is a general setting applicable to all work order processes.
Financial processing step in the workflow: If this option is enabled, the workflow task to financially handle the work order becomes applicable for the internal responsible after the work order is handled and the work is approved. This is a general setting applicable to all work order processes.
Automatically close the request once the last open work order is handled. Once all work orders related to a request have been handled, the request can be automatically closed without the internal responsible having to close the request manually.
Use catalog items in corrective work orders. By default only generic cost items can be used, where the name, quantity, price, VAT percentage, etc. can be manually registered. It is also possible to enable pre defined cost items via catalog items. Relevant information (like the name and purchase price) from the catalog item is automatically transferred to the work order as a cost item. For example, if specific work has a fixed price, then these work activities can be pre defined via a catalog item and can be added to a work order without the need to add a generic cost item and having to add the name, price, etc. manually for every similar work order.
Use preferred suppliers in corrective work orders. The corrective work order can be automatically created and assigned to the preferred supplier with the corresponding role via the problem type linked to the request. If there are multiple preferred suppliers, these are shown within the corrective work order for the user to select the applicable contractor.
4. How to activate this module
As for every new module, use the ‘Module activation’ option on the administrator startboard (only available for level 2 and level 3 admins). For more general information about these 'Module activation' options, see Module activation
4.1 Prerequisites before enabling this module
The corrective work orders module requires the requests module to be enabled beforehand. Prerequisites for the requests module can be found here: Requests module
4.2 Module activation
For this specific module activation, multiple settings and options apply:
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Settings to be determined
Approve work orders
Financial processing work orders
Auto close request via work order
Use catalog items in corrective work orders
User preferred suppliers
More information about these settings is described above: Choices to be made within the module
4.2.1 Workflow emails
The emails that are automatically sent via the workflow (e.g., the confirmation email to the requestor after the new request is submitted) are also generated and shown in the include on the module activation after the module activation is started. If the customer does not want to use one or more workflow emails, the emails can directly be deleted from the overview. For more information on workflow emails, Workflow emails
For a detailed description of the emails sent via the workflow, see: Corrective work orders module in the 'Application Managers' section.
4.3 Data imports
When activating this module, some data imports become available, which can be used to quickly import relevant data into the system (as opposed to manually entering this data, which is also possible).
Relevant data imports become available in the module activation after the activation has been started. Default data imports can also be found on the admins startboard (only for level 2 and level 3 administrators).
For more information on data imports in general, see: Data imports
If the corrective work orders module is activated, the following default import connectors become available:
Reference | Name | Description |
|---|---|---|
FMB-F-003 | Import suppliers | This import can be used to import suppliers who can be selected as contractors to handle the work orders. |
FMB-F-004 | Import supplier contacts | This import can be used to import supplier`s contacts (specific employees of the supplier) who can be selected as contractors to handle the work orders. |
FMB-F-083 | Import cost centers | This import can be used to import cost centers which can be selected in the work order items to assign the costs to. |
FMB-F-091 | Import work order catalog items | This import can be used to import catalog items, which can be added to work orders. |
4.4 System groups
When a module is activated, system groups become available that can be assigned to user profiles. These system groups will give users access to (a subset of) navigation menu options, startboard tabs, and tasks in the relevant workflow(s).
For more general information on user profiles, system groups, users, and the user profile dashboard, see:User management
For the Corrective work orders module, the following system groups become available:
Reference | Name | Description | License needed |
|---|---|---|---|
FMB-G121 | View work orders | Group gives access to the navigation menu option 'Work orders' | Limited user |
FMB-G024 | Corrective work order manager | Group gives access rights to corrective work orders, and the group can handle most of the tasks in this process next to the actual service group that is responsible for the specific work order | Full user |
FMB-G124 | Planner via planboard | Group gives rights to the work order planboard. | Full user |
FMB-G126 | Supplier work orders | This group can be assigned to external suppliers who handle work orders in Workplace Management. | Full user |
FMB-G147 | Work order executor | This group can be manually assigned to users who handle work orders. This group gives access to the 'Work order executor dashboard' on the start board. | Full user |
FMB-G123 | Mandate approver context workorder | This group is automatically assigned to the mandate approver determined by the mandate approver settings. | Full user |
FMB-G128 | Management dashboards work orders | Group gives access to the menu option ‘Management dashboards’ for the work orders, as well as access to the relevant objects to view this content of the dashboards. | Limited user |
Via the 'User profile management' option on the administrator startboard, these system groups can be assigned to existing user profiles or add them to newly created user profiles.
4.4.1 Relevant system groups from other modules:
For some modules, other modules might be of importance, to be able to use this module fully.
For Corrective work orders, the Master data modules ‘Buildings and areas’ and ‘Assets' and the ‘Requests’ module are relevant therefore, the following system groups could also need to be assigned to users (if not already done in the past), to be able to create and edit the relevant master data objects and requests.
Reference | Name | Description | License needed |
|---|---|---|---|
GOB-G007 | Edit buildings and areas | Group gives create and edit rights on buildings and areas | Full user |
GOB-G008 | Edit assets | Group gives create and edit rights on assets | Full user |
Reference | Name | Description | License needed |
|---|---|---|---|
GOB-G002 | Create requests | Group gives access to creating requests (object and startboard menu options) | Requestor |
FMB-G151 | View requests | Group gives access to the navigation menu option 'Requests'. | Requestor |
GOB-G013 | Servicedesk employee | Group grants general rights to view and handle requests. Group must be assigned to each service desk employee (in addition to the customer-specific service desk group for handling the specific requests for that service group) | Limited user |
GOB-G033 | Service groups | Parent group under which al client-specific ServiceDesk groups are created. Access rights and filter pages use this group and all child groups in lots of places to provide the client-specific ServiceDesk groups with the correct access rights and the possibility to select them. |
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FMB-G057 | Manage problemtrees | Group gives access to create and edit problem trees and problem types. | Full user |
FMB-G082 | Management dashboards requests | Group gives access to the menu option "Management dashboards" for the requests module, as well as access to the relevant objects to view this content of the dashboards. | Limited user |
When generating the user profiles, it is advised to also include these groups in the profiles or have dedicated profiles (and users) for these modules.
4.5 Navigation menu and startboard options
When a module is activated, the relevant navigation menu options become available to users with the correct authorizations (based on the system groups). Next to that, a module-specific key user startboard tab becomes available for that particular module and is visible depending on the user's authorizations. This tab gives users insights and day-to-day work overviews relevant to the specific module.
For more general information on the navigation menu and startboard, see: Navigation menu and Startboard
More information about the navigation menu and startboard options applicable for Corrective work orders see: Corrective work orders - Navigation menu & Startboard
5. Additional reports
Additional reports can be available for some modules via the ‘Reports’ navigation menu option.
For the (corrective) work order module(s), there are reports available via:
Navigation menu reports: A long list of reports related to work orders available for the corrective work order manager, all service groups, and the corrective-, preventive- and LTMP work order manager.
Management dashboard: A management dashboard for work orders is available in the ‘Maintenance’ navigation menu for the ‘Management dashboards work orders’ system group, with overviews and graphs related to work orders (Planned versus actual, Costs per building, etc.):
6. Additional settings and options after enabling
For most modules, additional settings can be configured after the initial module activation via the 'Module settings' option on the administrator startboard. A module is always activated with the most used settings pre-defined. After the module is activated, it may have more advanced settings available, which can also be managed via the module settings.
To navigate to all Corrective work order settings, go to Modules settings → tab Corrective work orders. Hover over the available settings to get more information.
7. Additional information
No additional information currently.
8. User manual
For the user manual with a more step-by-step explanation of the process itself, see: Corrective work order module for (end)users
9. Q&A
Waiting for questions to answer.