eAM Service

eAM Service
Overview
Copyright Oracle, 2007. All rights reserved.
eAM Service 249537!9.doc
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eAM Service
System References
Enterprise Asset Management > Oracle Service > Service Request Type
Enterprise Asset Management > Master Item
Maintenance Super User > Work Order
Distribution
Oracle Enterprise Asset Management
o! Title
"
Ownership
T#e o! Title $list%&our'ompany(com)Su!*ect+ ,-./0123.(doc 4 is responsi!le 5or ensuring t#at
t#is document is necessary and t#at it re5lects actual practice(
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eAM Service
Instructor Note
6or t#is module7 add t#e Service responsi!ility to M68 user( 6rom 9it#in 6orms:
3( S9itc# Responsi!ility > System Administrator
,( Users
0( Add t#e Service responsi!ility(
O()ectives
Age*da
Oracle Service +*tegratio* Overvie,
Oracle Service Integration Overview
Service Request 5unctionality provides organi;ations t#at utili;e call centers t#e tools necessary
to capture and track maintenance Service Requests( &ou can create Service and Work Requests
on !ot# eAM capital assets and re!uilda!le inventory and !ot# request types can
simultaneously e<ist 9it#in one eAM organi;ation( Service Requests 5or eAM maintenance are
classi5ied as type Asset Maintenance and Service Requests t#at are created as an Asset
Maintenance type are directed to and vie9a!le 9it#in eAM( &ou can vie9 a maintenance
Service Request=s 9ork in progress and associated eAM Work Orders= pertinent in5ormation
9it#in Oracle Service> use t#e Work Order ta! 9it#in t#e Service Requests 9indo9( &ou can
optionally customi;e a 9ork5lo9 to send Service Request noti5ications7 suc# as sending a
noti5ication to a maintenance planner t#at a Service Request 9as created 5or an asset( An eAM
9ork page ena!les easy revie9 o5 all eAM maintenance Service and Work Requests( &ou can
create maintenance Work Orders 5rom t#e Service and?or Work Requests7 or associate t#e
requests to e<isting Work Orders(
(Help Maintenance Applications ! Oracle "nterprise Asset Management !
"nterprise Asset Management #ser ! Oracle Service Integration !
Oracle Service Integration Overview
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Setti*g .p eAM Service
Setting #p eAM Service
Use Service Requests to report and request maintenance service 5or unplanned maintenance
demand on internal assets and re!uilda!le items( Service Requests classi5ied as type
Maintenance are used to identi5y requests 5or eAM maintenance( 6or e<ample7 9#en an
employee notices t#at a printer is !roken7 t#ey can create a Service Request7 even t#oug# a
tec#nician is sc#eduled to regularly c#eck t#e printer mont#ly( &ou can create !ot# Service and
Work Requests 5or capital assets and re!uilda!les7 simultaneously7 9it#in one eAM
organi;ation(
I5 a valid asset or re!uilda!le serial num!er is entered on t#e Service Request7 t#e respective
serial num!er@s o9ning department de5aults7 and t#e Service Request is visi!le 9it#in t#e eAM
Maintenance Work!enc#( T#e O9ning Aepartment can t#en approve t#e Service Request and
create a Work Order7 or re*ect t#e Service Request and noti5y t#e Service Request o9ner to
cancel it( Bo9ever7 customers or employees 9#o report pro!lems are o5ten not a9are o5 t#e
asset or re!uilda!le@s serial num!er requiring maintenance( In t#is situation7 a de5ault
department is used as t#e O9ning Aepartment( &ou may customi;e an eAM Work5lo9 process
to identi5y appropriate de5ault o9ning departments and department approvers( Wit#in Oracle
Service7 an agent can create a request 5or maintenance7 provide a pro!lem summary7 and
provide any additional in5ormation7 suc# as an incident address or notes(
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A planner creates a Work Order and t#en releases it to e<ecute( T#e planner can c#oose to
create one or multiple Work Orders 5or a single Service Request( W#en a Work Order is
complete7 t#e Service Request o9ner updates t#e Service Request status to 'losed(
A support agent can vie9 all Work Order in5ormation 5or eac# Work Order created 5or a
Service Request( &ou can create eAM Work Orders 5or Service and?or Work Requests7 or
associate requests to e<isting Work Orders(
&ou can customi;e a 9ork5lo9 process t#at creates noti5ications to eAM personnel t#at
indicate Service Requests requiring 9ork and approval(
Cote: Oracle Service must !e installed to utili;e Service Request 5unctionality(
"nterprise Asset Management A$ministration ! Setting #p !
Service Integration Setup
Creati*g Mai*te*a*ce Service 'e/.est 0ypes
%reating Maintenance Service Re&uest 'ypes
Wit#in Oracle Service7 create at least one Maintenance Service Request Type( &ou can de5ine
multiple Service Request Types7 i5 necessary(
To create a Maintenance service request type:
3( Cavigate to t#e Service Request Type 9indo9(
,( Enter t#e name o5 t#e Service Request Type(
0( Select 'ustomer Support7 5rom t#e Dusiness Erocess list o5 values(
-( Select e55ective dates 5or t#is request type(
/( Select t#e Asset Maintenance c#eck !o< to indicate t#at t#is Service Request Type is o5
type Maintenance Fvie9a!le in eAMG( Maintenance Type Service Requests are vie9a!le
in eAM(
H( Save your 9ork(
Service Integration Setup ! %reating Maintenance Service Re&uest 'ypes
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"*a(li*g Service 'e/.ests #or Capital Assets a*d 'e(.ilda(le
+*ve*tory
"nabling Service Re&uests for %apital Assets an$ Rebuil$able Inventory
To set up Service Request 5unctionality 5or Asset and Re!uilda!le Serial Cum!ers7 ena!le
Asset 8roups and Re!uilda!le Items 5or Service Requests7 respectively(
To ena!le Service Requests 5or asset groups and re!uilda!le items:
3( Cavigate to t#e Master Item 9indo9(
,( Select an Asset 8roup or Re!uilda!le Item(
0( Select t#e Service ta!(
-( Select Ena!led 5rom t#e Service Request list o5 values(
/( Save your 9ork(
Service Integration Setup ! "nabling Service Re&uests for Assets an$
Rebuil$ables
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Creati*g Service 'e/.ests
%reating Service Re&uests
'all center operators can create a Service Request 9it#in t#e Service Request 9indo9( 'all
center operators can also vie9 t#e details o5 associated maintenance Work Orders7 9it#in t#e
Work Orders ta!( T#ey can relay t#is in5ormation to t#e customer7 as needed(
To create a service request:
3( Cavigate to t#e Service Request 9indo9 FService responsi!ilityG(
,( 6rom t#e 6older menu7 select Open( Select t#e 6older t#at displays Enterprise Asset
Management FeAMGIspeci5ic 5ields(
0( Select a 'ontact Type( Jalid values are 'ustomer and Employee(
-( Select a 'ustomer Type(
/( Select an eAM ena!led Inventory Organi;ation(
H( Select a maintenance request Type(
2( Select an Open Status(
1( Select t#e request Severity(
.( Wit#in t#e Work!enc# ta!7 enter t#e Ero!lem Summary(
3K( In t#e Cotes region7 select a note Type(
33( Enter t#e Aescription o5 t#e note type(
3,( Save your 9ork(
%reating Service Re&uests
"*a(li*g eAM Speci#ic 1ields
"nabling eAM(Specific )iel$s
T#e Service Request 9indo9 ena!les a customer support agent to vie9 pertinent in5ormation
5or an entered Service Request7 suc# as associated Work Orders and t#eir statuses( It is
necessary to #ave t#is important in5ormation visi!le at all times7 9it#in t#e Service Request
9indo9( &ou can customi;e 9#ic# 5ields and records appear(
Utili;e Oracle@s 5olders 5unctionality to ensure t#at key eAMIspeci5ic 5ields are visi!le 5or
maintenance Service Requests( Dy de5ault7 eAM speci5ic 5ields are #idden( T#is 5olders 5eature
provides you a userIde5ined display o5 retrieved in5ormation7 suc# as:
L 'olumns displayed
L Widt# o5 columns displayed
L Sequence o5 columns
L Erompts associated 9it# columns
L Sequence o5 records
&ou can prevent users 5rom creating or modi5ying 5olders 9it# pro5ile option7 6MENJIEW:
AMMOWO'USTOMIPATIOC(
To display eAMIspeci5ic 5ields in t#e Service Request 9indo9:
3( Cavigate to t#e Service Request 9indo9(
,( 6rom t#e 6older menu7 select an e<isting7 or create a ne97 6older de5inition(
0( Save your 9ork(
Instructor Note
6or more in5ormation on #o9 to customi;e7 re5er t#e students to: 'ustomi;ing t#e Eresentation
o5 Aata in a 6older7 Oracle Applications User's Guide and Oracle Applications Workflow
Service Integration Setup ! "nabling eAM Specific )iel$s
Refer to *ractice Setting Up eAM Service [LAB1B9FY]
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Service 'e/.ests a*d eAM 2or3 Orders
Service Re&uests an$ eAM +or, Or$ers
Using t#e Maintenance Super User responsi!ility7 you can create Work Orders 5rom Service
Requests7 or associate a Service Request 9it# an e<isting Work Order( Decause more t#an one
Work Order mig#t !e needed to complete a Service Request issue7 a Service Request can
associate 9it# multiple Work Orders( Decause Service and or Work Requests can !e used to
report t#e same maintenance pro!lem7 Service and Work requests can associate 9it# t#e same
Work Order( T#e S#o9 and Bide 5unctionality let you display details o5 a Service Request(
To create a 9ork order 5rom a service request:
3( Cavigate to t#e Work Orders ta! FMaintenance Super User responsi!ilityG(
,( Select t#e Requests su!Ita!(
0( Eopulate at least one o5 t#e 5ollo9ing 5ields:
L I5 you kno9 t#e speci5ic Service Request num!er to vie97 select a Request Cum!er(
L To narro9 your selection7 select an Asset Type( I5 you select 'apital7 Service and Work
Requests t#at are created 5or Asset Cum!ers appear( I5 you select Re!uilda!le Inventory7
Service and Work Requests t#at are created 5or Re!uilda!le Items appear(
L Select an Assigned Aepartment(
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L Select a Status(
L Select an Asset Cum!er to searc# 5or related Service Requests and Work Orders(
-( '#oose 8o(
/( To create a Work Order associated 9it# t#e current Service Request7 c#oose t#e 'reate
Work Order icon(
H( Enter t#e required Work Order in5ormation(
2( '#oose Apply(
1( To assign an e<isting Work Order to t#e current Service Request7 c#oose Assign Work
Order(
.( Query 5or e<isting Work Orders(
3K( '#oose t#e Assign icon ne<t to t#e Work OrderFsG you 9is# to associate 9it# t#e current
Service Request(
To o!tain service requests using t#e advanced searc#:
3( Cavigate to t#e Work Orders ta!(
,( Select t#e Requests su!Ita!(
0( '#oose Advanced Searc#(
-( Eopulate at least one o5 t#e 5ollo9ing 5ields:
L To narro9 your selection7 optionally select an Asset Type( I5 you select 'apital7 Service
and Work Requests t#at are created 5or Asset Cum!ers appear( I5 you select Re!uilda!le
Inventory7 Service Requests t#at are created 5or Re!uilda!le Items appear(
L Select an Asset 8roup( An Asset 8roup is a grouping o5 similar Asset Cum!ers(
L Select an Asset Cum!er to searc# 5or related Service Requests and Work Orders(
L Select an Asset 'ategory( T#is is t#e 'lass and Su!class code7 suc# as
'RACE(OJERBEAA or DUIMAIC8(6MOOR(
L Select an Add Anot#er value(
I Select Area( T#is is a userIde5ined listing o5 logical areas o5 9ork( Areas are 9#ere
t#e assets reside( 6or e<ample7 Cort# Elant7 East Wing7 or Area 3(
I Assigned Aepartment to vie9 all Service Requests associated 9it# a speci5ic
department(
I I5 you kno9 t#e speci5ic Service Request num!er to vie97 select Request Cum!er(
I Select Request Dy Aate(
I Select a Status(
I Select a Eriority(
I Select Request Type( Request Types descri!e and categori;e Service Requests( 6or
e<ample7 Manual7 System7 Routine7 'apital7 and 6urniture( Service Request Types
are userIde5ined(
I Select Work Order to display all Service Requests associated 9it# t#at Work Order(
An unlimited num!er o5 Service Requests can associate 9it# a Work Order(
I Select 'reation Aate to vie9 Service Requests created on a speci5ic date(
I Select 'reated Dy to vie9 Service Requests created !y a speci5ic user(
I Select Requested 6or to vie9 Service Requests requested 5or a speci5ic user(
I Select Include c#ildren 5rom #ierarc#y( I5 Asset Cum!er is populated and &es is
selected7 t#en Service Requests 5or t#e Asset Cum!er and all o5 its c#ildren appear(
I5 Asset Cum!er is not populated and &es is selected7 all Service Requests in t#e
system appear( I5 Asset Cum!er is not populated7 &es is selected7 and additional
criteria are entered7 t#is additional criteria is ignored> all Service Requests in t#e
system appear(
/( '#oose 8o(
Service Re&uests an$ eAM +or, Or$ers
S.$$ary
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