I'm investigating the pros and cons of Service Requests in Maximo. Can anyone advise of the benefit of having maintenance staff use Service Requests to raise new work issues, over just having them create a new work order and using workflow to manage an approval step immediately after creation? My understanding is that follow-up work would be created as a work order anyway and the staff would already use the work order application to edit work orders as well, so I'm very interested to hear what the pluses might be. 
For example, are there any functions or features in Service Requests that aren't available in Work Orders?

Depends on way of working only advantage I can see is that several service requests can be bundled to one work order.
A little bit like IT incidents were a lot of people report the same issue and they are grouped to one major incident.
Fits for when either the knowledge of the person don't know what is required to fill in a work order and a service desk are the ones bundling and creating wo

I'm investigating the pros and cons of Service Requests in Maximo. Can anyone advise of the benefit of having maintenance staff use Service Requests to raise new work issues, over just having them create a new work order and using workflow to manage an approval step immediately after creation? My understanding is that follow-up work would be created as a work order anyway and the staff would already use the work order application to edit work orders as well, so I'm very interested to hear what the pluses might be. 
For example, are there any functions or features in Service Requests that aren't available in Work Orders?

I'm investigating the pros and cons of Service Requests in Maximo. Can anyone advise of the benefit of having maintenance staff use Service Requests to raise new work issues, over just having them create a new work order and using workflow to manage an approval step immediately after creation? My understanding is that follow-up work would be created as a work order anyway and the staff would already use the work order application to edit work orders as well, so I'm very interested to hear what the pluses might be. 
For example, are there any functions or features in Service Requests that aren't available in Work Orders?

Hi Craig,

It can be applied to any business process but the baseline for Service Request is IT Service Mng. (ITSM) practise. Work Order is a heavy application, Service Request is more lightweight with less fields and features yet it's tailored to cover ITIL processes like Service Requests, Incidents, Problems, Solutions, etc. It's also more suitable for end user / dispatcher use and can even be used instead of Work Order if there is no need for Work Order complexity. For the full Maximo / Control Desk Service Request features please check the link below:

Service Requests - IBM Documentation

I'm investigating the pros and cons of Service Requests in Maximo. Can anyone advise of the benefit of having maintenance staff use Service Requests to raise new work issues, over just having them create a new work order and using workflow to manage an approval step immediately after creation? My understanding is that follow-up work would be created as a work order anyway and the staff would already use the work order application to edit work orders as well, so I'm very interested to hear what the pluses might be. 
For example, are there any functions or features in Service Requests that aren't available in Work Orders?

I'm investigating the pros and cons of Service Requests in Maximo. Can anyone advise of the benefit of having maintenance staff use Service Requests to raise new work issues, over just having them create a new work order and using workflow to manage an approval step immediately after creation? My understanding is that follow-up work would be created as a work order anyway and the staff would already use the work order application to edit work orders as well, so I'm very interested to hear what the pluses might be. 
For example, are there any functions or features in Service Requests that aren't available in Work Orders?

1. Service Request is a TICKET-based object. Service Requests mainly is objects that created by customers (users) and it is available in Self Service Portal with no app points. 
2. The Bussiness behavior of Service Requests is more ITIL based and it have more relations with ITIL processes: it can be related to commodity, from SR can be created new incident, change, or even Workorder. So it is different level object and more hight level.
3. Workorders meanwile is 100% requered licenses to be visible in Manage, it have more "backend" relationships: PM, Purchases. From WO can be managed assets, materials and etc. 
4. For workorder can be applyed JobPlans. 

and much more. 

I'm investigating the pros and cons of Service Requests in Maximo. Can anyone advise of the benefit of having maintenance staff use Service Requests to raise new work issues, over just having them create a new work order and using workflow to manage an approval step immediately after creation? My understanding is that follow-up work would be created as a work order anyway and the staff would already use the work order application to edit work orders as well, so I'm very interested to hear what the pluses might be. 
For example, are there any functions or features in Service Requests that aren't available in Work Orders?

I'm investigating the pros and cons of Service Requests in Maximo. Can anyone advise of the benefit of having maintenance staff use Service Requests to raise new work issues, over just having them create a new work order and using workflow to manage an approval step immediately after creation? My understanding is that follow-up work would be created as a work order anyway and the staff would already use the work order application to edit work orders as well, so I'm very interested to hear what the pluses might be. 
For example, are there any functions or features in Service Requests that aren't available in Work Orders?

The biggest benefit to using SRs is that access to create and view them by Users does not require any license/AppPoints, so their use is essentially "free." Then, the people doing the triage for the incoming SRs ("Tickets") can use the fully functional Service Request app, which has many of the functions of the Work Order app (changing status, creating work orders, more tickets, log entries, attachments, priorities, etc.) So they are good for initial work identification and those requests that do not require much planning or coordination. One can also capture Labor time on an SR. Then, of course, if a WO is warranted, one can be created and that record takes on its lifecycle. The relationship between the SR/WO remains.

Yes, taking the SR to WO approach does add a record to manage, but SRs behave much better as a "clearinghouse," for requests, possibly reducing the need for actual WOs in the system. Of course, whether SR or WO, Start Center portlets and queries can be created for visibility and ease of finding work.

I'm investigating the pros and cons of Service Requests in Maximo. Can anyone advise of the benefit of having maintenance staff use Service Requests to raise new work issues, over just having them create a new work order and using workflow to manage an approval step immediately after creation? My understanding is that follow-up work would be created as a work order anyway and the staff would already use the work order application to edit work orders as well, so I'm very interested to hear what the pluses might be. 
For example, are there any functions or features in Service Requests that aren't available in Work Orders?

I'm investigating the pros and cons of Service Requests in Maximo. Can anyone advise of the benefit of having maintenance staff use Service Requests to raise new work issues, over just having them create a new work order and using workflow to manage an approval step immediately after creation? My understanding is that follow-up work would be created as a work order anyway and the staff would already use the work order application to edit work orders as well, so I'm very interested to hear what the pluses might be. 
For example, are there any functions or features in Service Requests that aren't available in Work Orders?

Craig,

All the responses here are correct and valid.  My view is: Depending on your business operations what are you trying to accomplish?  

For Facilities related "work requests" you most certainly want to capture every last person's (ideally) experience with a leaky faucet and respond to them via SR work identification.  Then from the Service Desk application consolidate them (or by workflow and automation scripts) on to a single work order.  Now you have the ability to leverage a comm template to recognize for their input, the folks who are trying to help you (complain about? ;) ) identify where resources should be allocated.  You WANT people to tell you where your services are needed.

As for your Maintenance staff, if they are W2 employees by all means they should have the ability to use Mobile device to create new work orders at their professional discretion.  If they are Contractors then you have the option to control their ability to create WOs, and either allow or disallow.  For example your plumbing contractor can create new plumbing WO's but not new HVAC WO's, and so must create an SR for anything for which she has no authority to create a WO.

Finally wrt/ features that SR has that WO does not, since SR is a type of Ticket (as mentioned by our colleagues) then Solutions can be applied to them via incident resolution process (if needed/ required).  WO's do not feature this. As part of work identification process, a solution may be effective (e.g., Too Hot) and not require a Work Order per se.  If Tech deployed to a "Too Hot" SR and applies solution and it fails, then WO can be created in response to SR.  If Solution is applied and is successful, then other corresponding SRs can be resolved accordingly without WO creation.  Note that SR are NOT duplicates.  They are merely concurring opinions in a "Hey I need something done here" manner of speaking. 

This approach is NOT codified anywhere by IBM in terms of Workflow designer artifacts.  You as the business are free to develop these artifacts on your own to fit your business model.  Or work with a variety of consultants to craft them for you on your behalf.  

I realize this may be more than you asked for, but hope it is helpful.

I'm investigating the pros and cons of Service Requests in Maximo. Can anyone advise of the benefit of having maintenance staff use Service Requests to raise new work issues, over just having them create a new work order and using workflow to manage an approval step immediately after creation? My understanding is that follow-up work would be created as a work order anyway and the staff would already use the work order application to edit work orders as well, so I'm very interested to hear what the pluses might be. 
For example, are there any functions or features in Service Requests that aren't available in Work Orders?

I'm investigating the pros and cons of Service Requests in Maximo. Can anyone advise of the benefit of having maintenance staff use Service Requests to raise new work issues, over just having them create a new work order and using workflow to manage an approval step immediately after creation? My understanding is that follow-up work would be created as a work order anyway and the staff would already use the work order application to edit work orders as well, so I'm very interested to hear what the pluses might be. 
For example, are there any functions or features in Service Requests that aren't available in Work Orders?

Craig,

I agree with the answers up to this point, and can only add that you can track parts against a work order, but not a service request. You can track labor against both. 

I'm investigating the pros and cons of Service Requests in Maximo. Can anyone advise of the benefit of having maintenance staff use Service Requests to raise new work issues, over just having them create a new work order and using workflow to manage an approval step immediately after creation? My understanding is that follow-up work would be created as a work order anyway and the staff would already use the work order application to edit work orders as well, so I'm very interested to hear what the pluses might be. 
For example, are there any functions or features in Service Requests that aren't available in Work Orders?

Hi Craig,

When Service Requests was released it replaced the Work Request application which used to create work orders at WAPPR status. Why? Many work requests were being cancelled because they were duplicates of others. Many work requests were effectively put on hold, because they were valid observations on an asset which could be fixed some time, but it would be such low priority that it would have no chance of being fixed for many months. There was a real problem for many clients in being able to understand the true backlog of work. Therefore from a maintenance perspective using Service Requests allows you to hold on to defects without losing sight of them and use work orders for work that should start the process of planning and approval. The work order backlog then becomes work we really must do. This helps long term and medium term scheduling, by not being bogged down with work which is not likely to be approved in the long term horizon.

Service Requests can also be used by Operations to raise observations that they think should be reviewed by maintenance. Maintenance reviews the Service Request and either rejects, puts on hold, or promotes to becoming a work order which is added to the backlog.

All maintenance departments should be using Service Requests as their starting point for thinking about service management to their internal (or external) customers.

Regards - Andrew

Craig,

I agree with the answers up to this point, and can only add that you can track parts against a work order, but not a service request. You can track labor against both. 

I'm investigating the pros and cons of Service Requests in Maximo. Can anyone advise of the benefit of having maintenance staff use Service Requests to raise new work issues, over just having them create a new work order and using workflow to manage an approval step immediately after creation? My understanding is that follow-up work would be created as a work order anyway and the staff would already use the work order application to edit work orders as well, so I'm very interested to hear what the pluses might be. 
For example, are there any functions or features in Service Requests that aren't available in Work Orders?

Craig,

I agree with the answers up to this point, and can only add that you can track parts against a work order, but not a service request. You can track labor against both. 

------------------------------
Thanks,
christopher winston

Original Message:
Sent: Thu December 07, 2023 03:01 AM
From: Craig Webber
Subject: Service Requests in Maximo

I'm investigating the pros and cons of Service Requests in Maximo. Can anyone advise of the benefit of having maintenance staff use Service Requests to raise new work issues, over just having them create a new work order and using workflow to manage an approval step immediately after creation? My understanding is that follow-up work would be created as a work order anyway and the staff would already use the work order application to edit work orders as well, so I'm very interested to hear what the pluses might be. 
For example, are there any functions or features in Service Requests that aren't available in Work Orders?

------------------------------
Craig Webber
------------------------------

I'm investigating the pros and cons of Service Requests in Maximo. Can anyone advise of the benefit of having maintenance staff use Service Requests to raise new work issues, over just having them create a new work order and using workflow to manage an approval step immediately after creation? My understanding is that follow-up work would be created as a work order anyway and the staff would already use the work order application to edit work orders as well, so I'm very interested to hear what the pluses might be. 
For example, are there any functions or features in Service Requests that aren't available in Work Orders?

Hi Craig

Bradley, Chris, and Winston have provided great insights along with the history.

You've said that you're a lean maintenance team. Usually, in that case, don't worry about SRs.  Your team is responsible for raising work (orders), don't confuse matters.

So, why an SR?  There are two scenarios:

1. I have people who are not on the maintenance team that you want to raise something to capture a fault.
2. I want a buffer between the maintenance team and anybody else.  This may seem similar to option 1.

But, is there not a third?  Yes! I have an external system that feeds events and alarms into Maximo and you want these to be reviewed to see if work should be expended or not.  Could these go in as a work order, yes.  It's what works for your company.

Don't forget if you have 'others' creating SRs using the self-service apps the use of classifications really helps and it is license free to boot.

Someone said that only a work order you charge materials and time to, not true, but true at the same time.  You can have Activities that are work order-based raised from an SR.  This is not typical, but is usually done via a ticket template (similar to a job plan).

The SR is a buffer, you need someone to assess each and decide to approve (and thus create a work order via workflow) or to reject (cancel via workflow).

As for maintenance reporting issues either as part of their or as they walk around, they normally only deal with work orders.  As you mentioned, follow-up work order are of course just that...work orders that are linked but have no effect on the original work orders.  Its sole purpose (in my view) is to acknowledge that you've taken time to either fix or at least write up a defect.  Think of it link this.  I'm working on a pump; you see a leak that is not only the pump and you fix it right away and return back to your work.  Later on engineering looks at the defect list and see that this leak has occurred several times and this raised a work order for some capital work to replace the equipment.  If it's not recorded, has it ever happened?

The SR to WO process is not a follow-up work order.  Oh no instead, someone has raised and SR, then someone has decided that work needs to be expended, so a work order raised from the SR.  I would recommend that workflow to this as the SR status should now be INPRG, though some say it should be CLOSE as raising the work order means that the SR has been handled.  Later still the work is marked as INPRG, the SR goes to INPROG, then later still someone COMPletes the work order which also marks the SR can RESOLVED and finally after all that the work order is closed, the SR is closed....automatically (provided it is a 1-1).

Now as for any special features of the SR.  I've mentioned the use of the self-service apps, but as for the SR, nothing special.  You have the ability to put multiple SRs under the one SR which is marked as a global SR.  No not quite like a master work order.  The advantage is that you raise the work order from the global SR, then when that work order is completed, not only is the global SR complete, but so is the linked SRs.  If the SR was raised from the self-service app, the user can see the work order, but depending on security may not be able to go to the work order.  Oh, and don't forget the ability to view the work logs.

I hope that this has provided some thought, but I do suggest that you have a look at the business process of raising, handling, and completing work.

Happy to have a chat.

I'm investigating the pros and cons of Service Requests in Maximo. Can anyone advise of the benefit of having maintenance staff use Service Requests to raise new work issues, over just having them create a new work order and using workflow to manage an approval step immediately after creation? My understanding is that follow-up work would be created as a work order anyway and the staff would already use the work order application to edit work orders as well, so I'm very interested to hear what the pluses might be. 
For example, are there any functions or features in Service Requests that aren't available in Work Orders?

I'm investigating the pros and cons of Service Requests in Maximo. Can anyone advise of the benefit of having maintenance staff use Service Requests to raise new work issues, over just having them create a new work order and using workflow to manage an approval step immediately after creation? My understanding is that follow-up work would be created as a work order anyway and the staff would already use the work order application to edit work orders as well, so I'm very interested to hear what the pluses might be. 
For example, are there any functions or features in Service Requests that aren't available in Work Orders?

Not directly relevant, but we implemented SRs because we wanted to give everyone in the organization the ability to report problems and track their resolution, including folks not trained in Maximo. We built a web page with an extremely simplified interface and connected it to Maximo with the interface framework. This has been very successful.

I'm investigating the pros and cons of Service Requests in Maximo. Can anyone advise of the benefit of having maintenance staff use Service Requests to raise new work issues, over just having them create a new work order and using workflow to manage an approval step immediately after creation? My understanding is that follow-up work would be created as a work order anyway and the staff would already use the work order application to edit work orders as well, so I'm very interested to hear what the pluses might be. 
For example, are there any functions or features in Service Requests that aren't available in Work Orders?

Robert,

Au Contraire sir, ENTIRELY relevant and the primary reason for having SRs in the first place.  Spot on sir!!  Hope you are leveraging classifications as well! ;) 

Not directly relevant, but we implemented SRs because we wanted to give everyone in the organization the ability to report problems and track their resolution, including folks not trained in Maximo. We built a web page with an extremely simplified interface and connected it to Maximo with the interface framework. This has been very successful.

I'm investigating the pros and cons of Service Requests in Maximo. Can anyone advise of the benefit of having maintenance staff use Service Requests to raise new work issues, over just having them create a new work order and using workflow to manage an approval step immediately after creation? My understanding is that follow-up work would be created as a work order anyway and the staff would already use the work order application to edit work orders as well, so I'm very interested to hear what the pluses might be. 
For example, are there any functions or features in Service Requests that aren't available in Work Orders?

We first made a classification hierarchy that would let users pick their problem and automatically fill in the SR description. That didn't work at all; 99% of the submissions were "my problem isn't listed above," so we abandoned it.

On the other hand, we made a separate user interface to submit requests for Maximo updates/changes/tweaks, etc. By assigning a classification that depends on the interface it comes from, the SRs can be routed to facilities maintenance or maximo admin. We plan to expand this to accommodate other departments as they become interested in using Maximo for work management.

Robert,

Au Contraire sir, ENTIRELY relevant and the primary reason for having SRs in the first place.  Spot on sir!!  Hope you are leveraging classifications as well! ;) 

Not directly relevant, but we implemented SRs because we wanted to give everyone in the organization the ability to report problems and track their resolution, including folks not trained in Maximo. We built a web page with an extremely simplified interface and connected it to Maximo with the interface framework. This has been very successful.

I'm investigating the pros and cons of Service Requests in Maximo. Can anyone advise of the benefit of having maintenance staff use Service Requests to raise new work issues, over just having them create a new work order and using workflow to manage an approval step immediately after creation? My understanding is that follow-up work would be created as a work order anyway and the staff would already use the work order application to edit work orders as well, so I'm very interested to hear what the pluses might be. 
For example, are there any functions or features in Service Requests that aren't available in Work Orders?

We first made a classification hierarchy that would let users pick their problem and automatically fill in the SR description. That didn't work at all; 99% of the submissions were "my problem isn't listed above," so we abandoned it.

On the other hand, we made a separate user interface to submit requests for Maximo updates/changes/tweaks, etc. By assigning a classification that depends on the interface it comes from, the SRs can be routed to facilities maintenance or maximo admin. We plan to expand this to accommodate other departments as they become interested in using Maximo for work management.

Robert,

Au Contraire sir, ENTIRELY relevant and the primary reason for having SRs in the first place.  Spot on sir!!  Hope you are leveraging classifications as well! ;) 

Not directly relevant, but we implemented SRs because we wanted to give everyone in the organization the ability to report problems and track their resolution, including folks not trained in Maximo. We built a web page with an extremely simplified interface and connected it to Maximo with the interface framework. This has been very successful.

I'm investigating the pros and cons of Service Requests in Maximo. Can anyone advise of the benefit of having maintenance staff use Service Requests to raise new work issues, over just having them create a new work order and using workflow to manage an approval step immediately after creation? My understanding is that follow-up work would be created as a work order anyway and the staff would already use the work order application to edit work orders as well, so I'm very interested to hear what the pluses might be. 
For example, are there any functions or features in Service Requests that aren't available in Work Orders?