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:
- I have people who are not on the maintenance team that you want to raise something to capture a fault.
- 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.
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Regards,
Craig Kokay
Principle Consultant
Cosol
https://cosol.global/Ph: +61-411-682-040
email:
craig.kokay@cosol.global------------------------------
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?
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Craig Webber
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