Workorders

Introduction

Workorders are used in the day to day operations of a maintenance organization. The work order types typically contain multiple work order statuses. With the combination of both most common processes can be organized. I.e. For repair a ‘repair’ work order type can be setup with different work order statuses to identify the different steps that are needed. Potential statuses can be; created, assigned, diagnoses, waiting on parts, cancelled, ready, etc.

Work orders can be created without equipment but are mostly linked to specific equipment. When a task needs to be created for a work order, i.e. because a repair needed, the work order needs to be linked to equipment. This is required since the combination of a work order and work order task will generate a subproject for the project of the equipment linked to the work order.

The combination of a work order type and its work order statuses can determine the required response time. Whether you can still handle a work order within its required response type will be made visual via icons in the work order list page and the work order details screen. These response times can be setup per work order type, but when needed they can also be made specific for a severity, equipment types or even specific equipment.

The deadline days/times of the different work order statuses are always calculated based on the SLD reference time of the work order. So, for each status the SLD reference time is the basis for the calculation of the deadline.

Besides the deadline days/times there are also actions dates/times. Where the deadline days/times are typically representing the default settings or the severity, the action days/times are user specific. They are typically used as a personal reminder. The combination of the deadline –and action days/times the icons in front of the work order, in the work order list page and work order details form, will reflect the urgency of the work order.

Work orders can be used purely to streamline the internal processes, but mostly a work order is also the starting point of work order tasks. These tasks will be scheduled in the scheduling overview using the color as defined on the work order types.

Work order types

Maintenance Management - HSO NN > Setup > Workorders > Workordertypes

Field	Description
Workorder type	Unique identifier for the work order type. This ID will be visible in multiple forms, so a logical name is advised.

Description work order type	Description of the workorder type. This will be visibile in multiple forms.
Details
Options
Auto post WIP	When ticked on automatically Work in Progress transactions will be posted (when used) once the work order is closed. This only is applicable for non-invoice able lines since the Work in Progress transactions of invoice able lines will be posted will posting the invoice.
Mandatory work order tracking	Besides registering hours on a work order task, it is possible to keep track of the time spent directly on the work order. This can be done via the work order timer buttons on the work order list page and the work order details screen. When this tick box is ticked on the work order time will start automatically when the work order timer functionality is also activated for the employee working on the cal. See the setup in appendix A.
Allow edit due date/ time	If ticked yes, allows the user to manually change due deadlines. If not checked, prevents a user change of call due / date time.

Suppress visit tansaction	If ticked yes, don’t create a distance / visit (costs) transaction in mobile field service debrief processing
Scheduling
Plan term (time)	The time defined will calculate, based on the SLD reference time of the work order, required start time of the work order task.
Plan term (days)	The days defined will calculate, based on the SLD reference time of the work order, required start time of the work order task.
Set up
Calendar	Calendar used for the deadlines defined in this work order type. The working time in the calendar in combination with the deadline time of a work order status determines the actual SLD date/time for a work order of this type. When the calendar field is ‘blank’ the working time will be set to 24 hours a day.

Project group	When a task created from a work order this project group will be used to create a sub project in the project module. This project group is mostly of the type time and material. When this field is blank; project group of the parameters is used.
Default event code	When adding a task to a work order of this type the selected event code can be used as default. When ‘blank’ the event code should always be selected from the dropdown menu on the task.
Severity
Mandatory	This check box needs to be checked in case you must use the severity matrix during the creation of a new work order. When this check box is unchecked a default severity can be selected.
Default severity	Select a default severity for this work order when the above check box is unchecked.
Lines

Work order type	Automatically filled in ased on the selected call type in the top part of the screen.
Work order status	Description of the call status
Deadline time	Detemines, togehter with the deadline days,, the Service Level Agreement (SLA). The effective deadline date/ time is calculated from the service call SLA date/ time. I.e. if the deadline time is set to 8, and de days to 1, it means that the deadline of this call status will be 1 day and 8 hours after the call was created (SLA reference time).
Ref. time	Mean time consumed for this status. Normally indirect tiem, not registered anywhere. Could be in the second range. As each status is assigned, reference time is accumulated in the call history. This produce information on call handling overhead.
Action delta type	The action as used on the service call can be eneterd manually or can be calculated based on the deadline date/ time. Backward from deadline: The defined time in the action days/ time delta is deducted from the calculated deadline to determine the actiontime. Forward from status change: The defined time in the action days/ time delta is added to the moment of the call statuschange to determine the action date/ time.  Forward from SLA reference: The defined time in the action days/ time delta is calculated from the SLA reference time, similar to the calculation time of the deadline.

Action delta days	Determine the amount of days for the calculation of the action date/ time
Action time delta	Determine the amount of time for the calculation of the action date/ time.
Allow status	All settings as discriped, needs to be defined per call status.
Complaint code required	The complaint code value is needed before the status may be assigned. This makes the complaint code a mandatroy field for this status.
Cause code required	The cause code value is neeed before the status may be assigned. This makes the cause code a mandatory field for this status.
Solution code required	The solution code value is needed before the status may be assigned. This makes the solution code a mandatory field for this status.

Use quantity counter setting required	Use quantity counter value needed before the status may be assigned. This ensures counter values are only become mandatory fields.
Close work order
Close work order	For closing the workorder there are three options: No close allowed: The workorder remains open and can't be closed while assigned this status Closed allowed: The workorder may be closed using a button, if all conditions for the close fit. This is: all mandatory fields are filled and all workorder tasks have the status ready. The same button may later be used to re-open the call. Automatic close: As soon as this status is assigned, checks are performed if all conditions for the close fit. This is: all mandatory fields are filled and all workorder tasks have the status ready. The same button may later be used to re-open the call.

Show close dialog	When this tickbox is ticked, a close dialog will appear while closing the workorderl. In the close dialog the complaint, cause and solution code can be entered as well as the solution text.
Solution code required on close	The solution code value is needed before closing the workorder. This makes the solution code a mandatory field for this status.
Reopen call status	Define the call status that will be entered when a workorder is reopened.

Close call status

Define the call status that will be entered when a service call is closed. This only works with the close call field set to closed allowed. When hitting the button in status X during the closing of the workorder, the status will automatically be changed to the defined close call status.

Colors

Color code

The defined color will be used for the tasks linked to a work order of this type. The color will be shown in the scheduling overview. The idea is that the color can help you quickly in identifying the type of scheduled job.

Service Level Agreement (SLA)

Maintenance Management - HSO NN > Setup > Workorders > Service level agreements

A Service Level Definition (SLD) is a centralized definition that contains several work order type related settings. Although the setup allows multiple SLD’s, for Dynamics Maintenance Management only one is required. Only for a potential integration with Dynamics Service Management, we allow the setup of more SLD’s. For Dynamics Maintenance Management% the SLD’s needs to be defined in the parameters.

The SLD combines the setup of allowed work order types and project integration, for specific equipment (types) using a table/group/all relation. For the specific selection a (default) work order type can be defined as well as specific project integration. This project integration can help defaulting project categories for costing posting. This can i.e. make sure that the breakdown costs are posted on different categories as the preventive maintenance cost.

Field	Description
SLA	Unique ID to identify the SLA. This SLA will be visible on the call type SLA setup.

Description

Description of the Service Level Agreement.

Statistic codes

Maintenance Management - HSO NN > Setup > Workorders > Complaint code
Maintenance Management - HSO NN > Setup > Workorders > Cause code
Maintenance Management - HSO NN > Setup > Workorders > Solution code

In order to make use of statistics codes functionality, complaint, cause and solution code setup need to be completed. These codes are used to establish a complaint, cause and solution for a work order. Each workorder allows for the one complaint code, one cause code and one solution code. These codes are typically used for problem analysis, reporting ande inquiry purposes.
Using complaint, cause and solution codes is optional per default, and is not required to start using the Dynamics Maintenance Management workorder functionality.

Field	Description
Code	Unique ID for the complaint, cause or solution code. This code will be visible in multiple forms, so a logical name is advised.

Description

Description of the code.

Diagnostic tree

Maintenance Management - HSO NN > Setup > Workorders > Diagnostic tree

The set up of complaint, cause and solution codes, can be made dependent on object types. First it is necessary do define the highest level of the diagnostic tree. Accordingly, a selection of complaint codes can be attached to the tree. For each complaint code, the relevant cause codes and for each cause code the relevenat solution codes can be linked.

Field	Description
Diagnostic tree

Tree ID	Unique ID for diagnostic tree
Description	Description of the diagnostic tree
Equipment types
Equipment types	Overview of equipment types which can be selected for this tree
Used by equipment types	Overview of equipment types where the tree can be used
Diagnostic tree

Delete node

Button to delete the tree

Solution codes

Depending on selection left, cause or solution code which you can add to the tree

Standard solution texts

Maintenance Management - HSO NN > Setup > Workorders > Standard solution texts

In a lot of cased the solution to a certain problem might be the same. To prevent retyping the solutions repeatedly it is possible to define standard solution texts. These texts can be selected while closing the work order with the close dialog screen. When selecting the code in the close dialog screen the related text will be copied in the solution field of the work order.

Field	Description
Standard solution texts

Sort code

Unique ID for solution text

Standard text

Solution text for the sort code

Automatic work order status update

Maintenance Management - HSO NN > Setup > Workorders > Automatic work order status update

Although not a mandatory setup, the automatic call status update is a considered to be on of the key features in Dynamics Maintenance Management to automate the workorder process. It is designed to update the status of a workorder, based on the status of its related task and their item transaction movements.

Field

Description

Update trigger

The call status update can be triggered by the following options: Packing slip posting: When this option is chosen the call status can be automatically be updated once the packing slip is posted for all item transactions. Task status change: When this option is set. The call status will be updated by the task status change. Reserved Physical: When this option is set the call status will be updated once all item lines are physically reserved.

Priority	When a service call has multiple service tasks the priority of the different call status changes will determine the new call status.
Work order type	Select from the service call type main table for which service call type this call status update is applicable.
Status	What should the new service call status be based on the defined trigger. The service status can be selected from the service call type main table and is filtered based on the selected call type

Event code

When required the call status change can also be limited by an event code. The event code can be selected from the event code main table.

New workorder status

What should the new service call status be based on the defined trigger. The service status can be selected from the service call type main table and is filtered based on the selected call type.

Severity

Maintenance Management - HSO NN > Setup > Work orders > Severity

Instead of using standard dropdowns to determine the severtity of the workorder it's allowed the user to determine the severity based on a severity matrix. The matrix can contain as well horizontal as vertical questions helping the person creating a service call to determine the severity of the service call. In the service call creation screen the severity is defaulted based on the service call type type or the matrix can be opened via the ‘severity questions’ button.

Serverity configurations 

Maintenance Management - HSO NN > Setup > Work orders > Severity configurations

Field	Description
Version	Unique ID for the version. This ID is based on the number sequence as defined in the parameters.

Description	Description of the version. This description needs to be added manually
Status	There are three statuses: New: This allows the user to make changes to the version. This is the status that is required to do setup. Active: In this status it is active and can be used when creating a new work order. Deactivated: Versions in this status are being used anymore but will stay in the system since the user can also use it as a basis to create a new version. In addition, on work order level it is always possible to review the version that was used during the work order creation, even if the version is no longer active.
Details

Description

Description of the version.

Button Activate

The button Activate will change the status of the version to "active". The active version is used when creating a new work order.

Button Duplicate

The button Duplicat’ will make a copy of a existing version for editing puporse. The status of this version will be "new"

Button Set up

The button Setup allows you the determine the setup of the questions. See the next page for more details.
The setup screen allows you to define the different questions that are part of the severity matrix.

Field	Description
Question type	Determine whether the question should be displayed either horizontally or vertically.

Description	Description of the questions.
Lines	Enter description here
Answer	Here you can list all the answer belonging to the question on the left. Be aware that when using i.e. multiple vertical questions the answer on the same line has the same outcome. This because there can only be one outcome per vertical and horizontal combination.

Button Outcomes

The button Outcomes allowes you to define the outcomes of the horiontal and vertical questions. 
The outcome screen allows to the define the outcome for the different vertical and horizontal questions. Be aware that the outcomese are the same for every question that is on the same line in the matrix. This means that you have to line out the question and outcomes carefully to make sure that i.e. all the vertical questions on the same line have the same outcome. The outcomes can be selected from the work order severity table. Outcome is only visibly if this is configured.

Question Type

Maintenance Management - HSO NN > Setup > Work orders > Severity > Question type

Field	Description
Question type	Determine whether the question should be displayed either horizontally or vertically

Description

Description of the question

Severity

Field	Description
Severity	Short description of the severity. Typically, one or two characters. This severity is shown in multiple screens.

Description	Description  of the severity
Weight	Weight of the severity. The higher the number the more important the severity. The severity with the highest weight will be selected in the matrix (based on the answers).
Color	This is the background color of the severity as shown in the matrix

Repsonse time / days

Not applicable for this version

To fix time / days

Not applicable for this version

Cockpitview

Maintenance Management - HSO NN > Setup > Cockpitview 

The cockpitview overview cotnains financial and hour data regarding the selected workorder(s), equipment. Based on a data ranage, an extensive reporting can be done to analyze the cost and compare them with other periods. In the cockpit overview it is possible to review data on  high level, but if needed it is possible to drill down to transaction level.

Cockpitview Amount Catagories

Maintenance Management - HSO NN > Setup > Cockpitview > Cockpit Amount Categories

Field	Description
Overview ID	Unique ID to identify the group. Defene this as a logical name since this name will be shown in the cockpit overview.

Overview code	1 letter code for the overview ID
Name	Full description of the overview ID
Interval

From	Select a category that needs to be part of this overview ID. All categories are supported.

To	This list can be defined line by line or a range of categories can be defined in the from and to range.

Cockpit hours categories

Maintenance Management - HSO NN > Setup > Cockpitview > Cockpit Hours Categories

The cockpit hours categories is the same as above as the Cockpitview Amount Categorie, but with the opton overview code.

Graphical Planning

Maintenance Management - HSO NN > Setup > Graphical planning

The graphical planning is a overview of all the workorders in a planning. In the graphical planning it's possible to plan, move, re-plan the workorders.

Schedule parameters

Maintenance Management - HSO NN > Setup > Graphical planning > Schedule parameters

In this form the parameters for setup of the grapical planner 

Field	Description
Tab General

GPS modules setup	Not applicable for Maintenance Management
Scheduling
Scheduling overview
Schedule starttime	Starttime in the graphical planner
Calendar endtime	End time in the graphical planner
Scheduling on non-applicalbe resources	Which action to be taken when scheduling resource is not applicable for the selected job. Options Always ask, Always cancel, Always overrule or stystem default behavior.

Planning
Project Planning
Budget Model	Which budget model is applicable
Scheduling direction	How to plan. Options Rorward or backward.
Finite capacity
Colors	Which color is visible in the graphical planning

Tab Number Sequences

Reference

Name of reference

Number sequence code

Applicable number sequence code for the reference.

Leave types

Maintenance Management - HSO NN > Setup > Graphical Planning > Leave types

Leave types can be used to block a timeframe in a calender of a worker. The leaves can be assigned to a certain date/ time.

Field	Description
Type of absence	Unique code for the type of absence.

Descripton	Description of the type of absence. This description will be used in the scheduling overview.
Project ID	Project that will be used for its activities and project budget in order to be able to schedule time.
Activity number	Unique number of the activity that is linked to this absence type. The activities need to be created in the Microsoft Dynamics 365 for Finance and Operations projects module
Category	Category of the type ‘hours’ that will be used for the hour budget line.
Line property	Line property that will be used for the hour budget line
Color	Color that identifies the type of absence. This color will be visible in the scheduling overview.

Scheduling groups

The scheduling groups can be used in the grapical scheduling overview. The us of a schedule group allows you to own selections of resources and/ or resource groups. This will allow you to view resources acros multiple groups.

Field	Description
Schedule group	Name of the group. This is the name you will see in teh dropdwon of the graphical scheduling overview.

Description

Description of the schedule group.

Planning timezone

Time zone of the schedule group. The planning of  the resources that are part of the scheduling group will be show in this time zone.