7/5/2017 OracleEnterpriseAssetManagementUser'sGuide

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OracleEnterpriseAssetManagementUser'sGuide
Release12.1
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PartNumberE1367006

OracleServiceIntegration
Thischaptercoversthefollowingtopics:

Introduction
OracleServiceIntegrationOverview
CreatingServiceRequests
ServiceRequestsandeAMWorkOrders

Introduction
IfyouhaveOracleServiceinstalled,youcanuseServiceRequeststoreportandrequestmaintenanceservice.Thischaptercontainsthefollowingtopics:

OracleServiceIntegrationOverview

ServiceRequestStatuses

CreatingServiceRequests

ServiceRequestsandeAMWorkOrders

OracleServiceIntegrationOverview
ServiceRequestfunctionalityprovidesorganizationsthatutilizecallcentersthetoolsnecessarytocaptureandtrackmaintenanceServiceRequests.Youcan
createServiceandWorkRequestsonbotheAMcapitalassetsandrebuildableinventoryandbothrequesttypescansimultaneouslyexistwithinoneeAM
organization.

ServiceRequestsforeAMmaintenanceareclassifiedastypeAssetMaintenanceandServiceRequeststhatarecreatedasanAssetMaintenancetypeare
directedto,andviewablewithineAM.YoucanviewamaintenanceServiceRequest'sworkinprogressandassociatedeAMWorkOrders'pertinentinformation
withinOracleServiceusetheWorkOrdertabwithintheServiceRequestswindow.YoucanoptionallycustomizeaworkflowtosendServiceRequest
notifications,suchassendinganotificationtoamaintenanceplannerthataServiceRequestwascreatedforanasset.

AneAMworkpageenableseasyreviewofalleAMmaintenanceServiceandWorkRequests.YoucancreatemaintenanceWorkOrdersfromtheServiceand/or
WorkRequests,orassociatetherequeststoexistingWorkOrders.

ThefollowingtopicsarepertinenttotheOracleServiceintegration:

ServiceIntegrationSetup

ServiceRequestStatuses

CreatingServiceRequests

ServiceRequestsandeAMWorkOrders

ServiceRequestStatuses
YoucanassignWorkOrderstoServiceRequestswithanystatus,exceptFinal.EnterpriseAssetManagementdoesnotchangeaServiceRequeststatus,when
assigningWorkOrderstoit.

CreatingServiceRequests
CallcenteroperatorscancreateaServiceRequestwithintheServiceRequestwindow.Callcenteroperatorscanalsoviewthedetailsofassociated
maintenanceWorkOrders,withintheWorkOrderstab.Theycanrelaythisinformationtothecustomer,asneeded.

Tocreateaservicerequest

1.NavigatetotheServiceRequestwindow.

2.FromtheFoldermenu,selectOpen.SelecttheFolderthatdisplayseAMspecificfields.See:EnablingeAMSpecificFields.

ServiceRequest

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3.SelectaContactType.ValidvaluesareCustomerandEmployee.

4.SelectaCustomerType.

5.SelectaneAMenabledInventoryOrganization.See:EnablingOrganizationsforEnterpriseAssetManagement.

6.SelectamaintenancerequestType.See:CreatingMaintenanceServiceRequestTypes.

7.SelectanOpenStatus.See:ServiceRequestStatuses.

8.SelecttherequestSeverity.

9.WithintheWorkbenchtab,entertheProblemSummary.

10.IntheNotesregion,optionallyselectanoteType.

11.OptionallyentertheDescriptionofthenotetype.

12.Saveyourwork.See: OracleServiceUser'sGuide
ServiceRequestsandeAMWorkOrders
UsingtheMaintenanceSuperUserresponsibility,youcancreateWorkOrdersfromServiceRequests,orassociateaServiceRequestwithanexistingWork
Order.BecausemorethanoneWorkOrdermightbeneededtocompleteaServiceRequestissue,aServiceRequestcanassociatewithmultipleWorkOrders.
BecauseServiceand/orWorkRequestscanbeusedtoreportthesamemaintenanceproblem,ServiceandWorkrequestscanassociatewiththesameWork
Order.TheShow/HidefunctionalityenablesyoutodisplaydetailsofaServiceRequest.

Tocreateaworkorderfromaservicerequest

1.NavigatetotheWorkOrderstab.

2.SelecttheRequestssubtab.

3.Populateatleastoneofthefollowingfields:

a.Optionally,ifyouknowthespecificServiceRequestnumbertoview,selectaRequestNumber.

b.Tonarrowyourselection,optionallyselectanAssetType.IfyouselectCapital,ServiceandWorkRequeststhatarecreatedforAssetNumbers
appear.IfyouselectRebuildableInventory,ServiceandWorkRequeststhatarecreatedforRebuildableItemsappear.

c.OptionallyselectanAssignedDepartment.

d.OptionallyselectaStatus.

e.OptionallyselectanAssetNumbertosearchforrelatedServiceRequestsandWorkOrders.

4.ChooseGo.

Requests

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5.TocreateaWorkOrderassociatedwiththecurrentServiceRequest,clicktheCreateWorkOrdericon.

Youcanalsovieworaddworkrequestattachments.IntheAttachmentscolumn,clicktheAddorViewbuttonstoaddanattachment,ortoviewalistof
existingattachmentscurrentlyassociatedwiththeservicerequest.

Important:Ifyouarecreatingaworkorder,youmustfirstsavetheworkorderbeforeyoucanaddaworkrequestattachment.

CreateWorkOrder

6.EntertherequiredWorkOrderinformation(See:RoutineWorkOrders).

7.ChooseApply.

8.ToassignanexistingWorkOrdertothecurrentServiceRequest,chooseAssignWorkOrder.

AssignWorkOrder

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9.QueryforexistingWorkOrders.

10.ChoosetheAssigniconnexttotheWorkOrder(s)youwishtoassociatewiththecurrentServiceRequest.

Toobtainservicerequestsusingtheadvancedsearch

1.NavigatetotheWorkOrderstab.

2.SelecttheRequestssubtab.

3.ChooseAdvancedSearch.

4.Populateatleastoneofthefollowingfields:

a.Tonarrowyourselection,optionallyselectanAssetType.IfyouselectCapital,ServiceandWorkRequeststhatarecreatedforAssetNumbers
appear.IfyouselectRebuildableInventory,ServiceRequeststhatarecreatedforRebuildableItemsappear.

b.OptionallyselectanAssetGroup.AnAssetGroupisagroupingofsimilarAssetNumbers.See:DefiningAssetGroups.

c.OptionallyselectanAssetNumbertosearchforrelatedServiceRequestsandWorkOrders.

d.OptionallyselectanAssetCategory.ThisistheClassandSubclasscode,suchasCRANE.OVERHEADorBUILDING.FLOOR.See:SettingUp
CategoryCodes.

e.OptionallyselectanAddAnothervalue.

OptionallyselectArea.Thisisauserdefinedlistingoflogicalareasofwork.Areasarewheretheassetsreside.Forexample,NorthPlant,
EastWing,orArea1.See:SettingUpAreas.

OptionallyAssignedDepartmenttoviewallServiceRequestsassociatedwithaspecificdepartment.

OptionallyifyouknowthespecificServiceRequestnumbertoview,selectRequestNumber.

OptionallyselectRequestByDate.

OptionallyselectaStatus.

OptionallyselectaPriority.See:WorkOrderandWorkRequestPriorityCodes.

OptionallyselectRequestType.RequestTypesdescribeandcategorizeServiceRequests.Forexample,Manual,System,Routine,Capital,
andFurniture.ServiceRequestTypesareuserdefined(See:WorkRequestTypes).

OptionallyselectWorkOrdertodisplayallServiceRequestsassociatedwiththatWorkOrder.AnunlimitednumberofServiceRequestscan
associatewithaWorkOrder.

OptionallyselectCreationDatetoviewServiceRequestscreatedonaspecificdate.

OptionallyselectCreatedBytoviewServiceRequestscreatedbyaspecificuser.

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OptionallyselectRequestedFortoviewServiceRequestsrequestedforaspecificuser.

Includechildrenfromhierarchy
Optionallyselect .IfAssetNumberispopulatedandYesisselected,thenServiceRequestsfortheAsset
Numberandallofitschildrenappear.IfAssetNumberisnotpopulatedandYesisselected,allServiceRequestsinthesystemappear.If
AssetNumberisnotpopulated,Yesisselected,andadditionalcriteriaareentered,thisadditionalcriteriaisignoredallServiceRequestsin
thesystemappear.

5.ChooseGo.

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