Example: Responding to a user problem

When a user opens a service request to report a problem, a work order is created. A maintenance supervisor reviews and approves the work order, then selects a technician as the owner. A storeroom clerk supplies any parts that are required to fix the problem. As the technician completes the work, the user who opened the service request can track the progress until it is completed.

Who are the users involved?

Fran, an administrator in the warehouse of a beverage manufacturer, arrives to work and finds that her office is uncomfortably hot. She also notices that a rattling sound is coming from one of the air vents in the ceiling. Fran must use the Manage Service Requests application to report this problem.

Ed, a maintenance supervisor in the same company as Fran, begins his day by checking the Work Supervision Work Center to review the status of all maintenance work.

Sam, an electrician, is a technician on Ed's team. When Sam arrives to work, he opens the Work Execution Work Center to decide which work order to complete first.

Step 1: Fran opens a service request

  1. Fran opens the Service Request application on her phone, scrolls through the listed categories, and selects Heating & Air.
  2. On the Describe the issue screen, Fran chooses It's too hot, then clicks Next.
  3. In the Additional Comments box, Fran enters The air conditioning vent is not working and it's making weird noises.
  4. To illustrate the problem, Fran takes a video of the vent and attaches it to the service request.
  5. Fran specifies her location and reviews the details of the service request to confirm that everything is correct.
  6. Fran selects the Urgent request check box, because she knows she can't work in the current conditions.
  7. Fran submits the service request.

Step 2: Ed reviews Fran's request

  1. In the Work Supervision Work Center, Ed opens the Review Service Requests page and sees Fran's request for service.
  2. Ed opens Fran's service request, reviews the problem, determines that a work order is needed, and selects Create Work to create a work order.
  3. On the work order, Ed adds the tasks and items that are required to complete the work.
  4. After Ed adds all the tasks and items that are needed for the work, he selects the Status tile and approves the work.
  5. On the Owner tile, Ed selects Sam as the owner because this problem requires an electrician.
  6. Ed enters the following comment: Sam, I passed Fran's office on my way in and the noise from the vent is really awful.

Step 3: Sam investigates the problem

  1. In the Work Execution Work Center, Sam reviews all the work orders that he owns. He sees that Fran's problem is high priority and reads Ed's comment about the noise, so he clicks Start on that work order.
  2. Sam checks the location of the problem, views the video that Fran uploaded, then grabs his tools and heads to Fran's office.
  3. While Fran leaves to get a coffee, Sam inspects the fan and discovers that two of the fan blades are badly damaged and must be replaced.
  4. Sam remembers that about six months ago, the company switched to a new HVAC vendor, and recently, many of the work orders involve faulty blades. Sam suspects that the blades from this new vendor might be of lesser quality, so when he removes the damaged blades, he takes a photo and attaches the photo to the work order.
  5. Sam also opens the Comments screen and enters the following comment to his supervisor: Ed, we must investigate these blades from the new vendor. I seem to be replacing a lot of them recently. See the photo.
  6. Sam leaves Fran's office to get replacement blades.

Step 4: Sam fixes the problem

  1. Sam returns to Fran's office and replaces the fan blades.
  2. Sam clicks Stop on the work order to indicate that he is finished working and sets it to complete.
  3. The work took longer than anticipated and required new fan blades, so on the Report My Work screen, Sam adds an additional 30 minutes to the time and specifies the blades as unplanned items.

Step 5: Ed closes the work order

  1. In the Work Supervision Work Center, Ed monitors Sam's work and sees that the work order is now in the Close Work section.
  2. Ed opens the photo that Sam attached to the work order and also suspects that the blades from the new vendor are poor quality.
  3. Ed reads Sam's comment about the new HVAC vendor and enters the following comment: Yeah recently I've noticed a lot of work orders for fans too. We'll look into it.
  4. After he reviews the work order, Ed is confident that Sam did the work correctly, so he clicks Close Work.

Step 6: Fran sees that her request is closed

  1. After finishing her coffee, Fran takes out her phone and checks the Service Requests application for an update.
  2. Fran sees a notification that says her service request is complete.
  3. Fran returns to work in a nice cool office.