The Service Requests (HSE) application would be the main application used by a Service Desk function. It is the application which connects Maximo users to non-Maximo users or infrequent users who only make a request for a particular type of service. The Service Requests (HSE) application is often used to support office facility requests. However, it can also be used as a work request particularly if the work requires an approval process or it is unlikely to be actioned immediately, it can be the source of the creation of a defect.
Unless the Service Desk can resolve the request themselves then the service request (SR) is likely to result in a follow-up ticket or work order.
- Incident – a type of ticket that uses the Incident view, used for HSE incidents
- Investigation – a type of ticket that uses the Problem view
- Work Order – a type of work order
You can also create an Audit and Survey from a SR but there is no option for creating a Defect, but this can be added through configuration.
As a clone of the Service Requests application all of the standard Maximo functionality is inherited:
- A SR has a requester, summary description and detailed description. The SR can be reported on behalf of another person (Affected Person).
- A SR will reference a classification, and this may add additional attributes, typically questions, that should be answered in order to process the SR. These additional attributes are displayed in the Specifications tab.
- A SR may reference one or more Locations and/or Assets, or Configuration Items.
- The standard statuses are New, Queued, Pending, In Progress, Resolved, Closed
- There are actions for Take Ownership and Select Owner which assign ownership of the SR to a person or Person Group.
- The View History action shows both a status history and an ownership history.
- There are actions for Start Timer and Stop Timer which record the time spent by the service desk agent on the SR.
- A SR can have multiple activities that can be assigned to various people or teams. It is not displayed as standard, but it is easily configured.
- There is an action to apply a Service Request Template, created in the Ticket Templates (HSE) application. This is a template for frequently requested SRs.
- A Service Group and Service Code can be added to the Ticket Template or added directly to the SR. This provides an alternate method of classifying the type of SR.
- The Service Desk can create multiple log notes (Log tab) and there is an action to Modify/Delete Work Log.
- There is an action to Create Communication. The sent email can be seen in the Communication Log (Log tab).
- The action Show Similar Tickets opens a dialog box with other open tickets that have the same classification and that have not been related to the SR. It is controlled by the TICKET object relationship called SIMILARTICKETS.
- When multiple similar tickets are being recorded then one can be marked as “global” and others related to it.
- The Related Records tab shows all the relationships between the current SR and other tickets or work orders, whether the originating record, follow-on records, related to global or where there is a need to relate one record with another.
- There are actions to Apply SLA, View SLAs, and Select/Deselect SLAs. A Service Level Agreement when applied to the SR will create target dates for Target Contact, Target Start and Target Finish. There can be multiple SLAs relevant to the SR object and a matching process uses the information on the SR to match against relevant criteria on the SLA. Classification is normally one of those criteria. View SLAs shows the SLAs applied to the SR, it could be more than one. Select/Deselect SLAs allows you to delete an applied SLA and manually select another.
- A SR may have a Service Address which has co-ordinates to position the address on a map. Alternatively, on the Map tab a user can enter a post code find the location and reposition the map point to indicate the exact position.
The Service Request is the application which is likely to interact with the widest audience.
- There is a Self-Service set of SR applications which allow any Maximo user to create a SR.
- There is a new SR based Work Center called Manage Service Requests.
- There is an Email Listener which can process an inbound email message to create a SR, or process updates to create a log note against the original SR.
Service Requests (HSE)
The additional functionality added to Service Requests (HSE) is as follows:
Service Request Tab
The following three fields are not copied to any follow-up work order as standard, but they could be added to the TICKET2WO crossover domain.
- Condition for Work – Used to indicate the condition of the asset in order to perform work.
- Reason for Work – Used to indicate the reason for performing work on the asset, this can often be closely aligned to work order work types.
- Work Type – Used for the work type related to the type of service request. It is supported by an ALN domain PLUSGWORKTYPE and so can differ from the work types defined in Organizations (HSE) application (Work Order Options – Work Type).
- Audit and Survey
Related Records Tab
In addition to related Tickets and Related Work Orders, HSE provides:
- Related Audits and Surveys
- Related Operator Log Entries
Failure Reporting Tab
This is the same tab that can be seen on Incidents (HSE) or Work Order Tracking (HSE) applications. It allows a failure report to be created to indicate the Problem, Cause and Remedy of an asset or location. The first step will be to pick the Failure Class unless this derives automatically for you from the selected location or asset. You are then presented with the defined problem codes for this failure class. The root cause and remedy are typically unknown at the point the SR is being raised unless the data is being entered retrospectively.