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Reactive Maintenance

  • Updated

Introduction

The reactive module enables the user to be able to log Service requests and to manage Work Orders which will then enable these to be assigned to either suppliers (sub-contractors) or Internal engineers (DEL) to resolve client/customer issues.

 

Note: The Property Tool also allows the clients the ability to log Service requests from site with a minimum of mandatory details required to log the issue. These can range from Hard and Soft services.

 

To navigate to the reactive maintenance options; select Maintenance module, Reactive.

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Under reactive the following options are presented (dependant on user permissions);

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  1. Create Help Desk Service request – This is when a Help Desk Operative is called and logs the SR and a type of Help desk is populated on the SR record.
  2. Create Self-Serve Service request – This option would be used by a site user, where mandatory details will pre-populate from the user contact record and which property they are associated with. So, all they will have to provide is the issue details, asset (if known) and categorise the problem and save the record. This will be differentiated by a type of Self-Serve being populated on the record and will show up in the Help Desk operators home page widget to action.
  3. Create Work Order – This is the option an Engineer would use if they were to identify an issue as they were working or walking around the site. They will not be required to call the Help desk as they will be able to create the work order which would be approved and assigned to them to action accordingly. Here the work order type would be pre-populated as Self Fix to denote it has been internally identified

Service Request

A Service request is when a client identifies an issue they want resolving or requires a service to be carried out which is not planned. This is initially a call log to initiate the service requirements, as it will detail who is calling (Reporter) and possibly, who is affected (Affected person), where is the problem (Property and Location), asset affected (if known), and what is the problem (Issue details) and finally how urgent is it as to when does it need completing (Priority). The category of the issue needs to be defined so that the team reviewing the SR can assign the correct trade whether it be an Engineer or supplier that will carry out the work.

 

  1. Users can Report a failed or non-functioning asset – Such as Boiler not working, Lift out of action, etc
  2. User Requires a service – Raise a request for a certain date for a catering service to provide lunches, or Portering service required to re-arrange a meeting room seating configuration
  3. Tenants raising to the landlord an issue they are having at the property they are leasing and want him to rectify – Such as the cooker not working, Roof leaking, etc

 

Creating a Service Request

There are three ways a Service request can be raised.

  1. By the Help Desk via a phone call or by an email being sent in.
  2. By the end-user/tenant at site raising a request remotely by either a Portal
  3. By access via desktop PC and finally by an Engineer raising a Self-Fix Work Order. In this last case, the system automatically creates an SR associated with the Self fix WO and aligns the SR number with the WO number. No action is required for the last option as the WO will be automatically approved and assigned to the Engineer

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