Maintenance Request Setup describes the setup tasks to be completed before you can create and manage Requests in the Dynaway Requests module for EAM-BC.
You have installed and set up Enterprise Asset Management (EAM-BC) for Business Central. You have downloaded the Dynaway Requests app from Microsoft AppSource.
The license fee for the Dynaway Requests module is included in the paid license plans for EAM-BC.
In EAM-BC, the license for the Requests module is included in the paid license plans. There is no additional fee for employees who create requests and are not part of your maintenance organization.
In the Maintenance Request module, you can set up email notifications that trigger automatic emails to selected groups or employees when new Requests are created, or existing Requests are modified or closed.
The email notification setup in the Maintenance Request module uses 'Enhanced email capabilities', which is a feature update included in Update 17.0 (Q4 2020) of Dynamics 365 Business Central.
Refer to D365BC standard documentation to learn more about Feature Management.
In D365BC > Feature Management, "Feature Update: Enhanced email capabilities" must be enabled for email notification to work in the Maintenance Request module.
If you install a new version of D365BC, the 'Enhanced email capabilities' feature is automatically included.
For customers using older versions of D365BC, the new 'Enhanced email capabilities' feature will automatically be available in Update 19.0 (Q4 2021).
Maintenance Requests are used to create a request indicating that a work order may be required for maintenance or repair on an Asset. A supervisor or manager may decide whether the request should be converted to a work order.
Before you can start working with Maintenance Requests, you must complete the setup tasks:
Assisted Setup allows you to quickly set up various data required for working with Maintenance Requests.
On your Role Center, select Settings (cogwheel button) > Assisted setup > Get started with Dynaway Requests > Set up maintenance requests.
Learn more about Assisted Setup in this video: Assisted Setup for Requests.
The following setup is required:
Refer to Test Case Set Up with Dynaway Package for a step-by-step procedure on how to complete Assisted Setup using the Dynaway package.
After you have completed Assisted Setup, you can edit the setup as you require, for example, by creating more Priorities or Maintenance Request Groups. In that case, refer to the following Test Case sections for step-by-step procedures:
Create Maintenance Request Status
Create Maintenance Request Priority
Create Maintenance Request Type
There are different ways to create Maintenance Request Groups. We have added links to three Test Cases. Note that the first Test Case creates a dynamic group, by using a filter. This is useful if you want to ensure that - in this example - the Condition Code of an Asset determines whether that Asset is included in the Maintenance Request Group. If you change the Condition Code of an Asset, the Asset is automatically added to the Maintenance Request Group if the Condition Code is selected in the Asset Filter setup on the Group.
After you have completed Assisted Setup, you can also edit or update setup on the Maintenance Request Setup card, which is described below.
When you have completed Assisted Setup, you can edit or update setup in Maintenance Request Setup.
On your Role Center, select Maintenance Request Setup if it is available, or search for and select the Maintenance Request Setup card.
In the General, Numbering, and Notifications sections, you can edit some of the settings created during Assisted Setup, if required.
If you want to change or set up No. Series, it is possible to do by default by going to Actions > Default No. Series.
Select the Notification Setup button to edit the email notification setup:
General section:
Refer to standard D365BC documentation regarding report layout and how to change it.
Notifications section:
In the Maintenance Employee Group E-mails section, enter email addresses for the Maintenance Employee Groups (users) that should receive notification emails. If an email is not added to a group, the email selected in the Default Recipient E-mail field will receive notifications for that group.
Note that for a group / user to receive emails, the email must be added to the User Card in D365BC. User setup is standard D365BC functionality.
Refer to Test Case Set Up Maintenance Request for step-by-step procedures on how to set up Maintenance Requests.
When you install the Maintenance Request module in EAM-BC, a job queue entry is automatically added to Job Queue Entries, which is standard D365BC functionality. The job queue entry relates to Email Notification Setup, which is described in the Maintenance Request Setup article above.
The job queue entry, named "DAMMR Send Notification", defines how often notifications are sent. You can edit the job queue entry, if required.
Search for "job queue", and select Job Queue Entries list.
Refer to Microsoft documentation to learn more about how to Work with Job Queues in D365BC.
In D365BC, individual employees or a group of employees can be set up as a user. Permission sets are added to each user. Permission sets define which data the user has access to and whether the user is allow to read, edit, and delete data.
Refer to the User Management section for information about the users and permission sets required for Maintenance Employees in EAM-BC.
When you set up users to work with Maintenance Requests in EAM-BC, the following permission sets are required.
Permission Sets for Maintenance Request Managers
Users working as Maintenance Request Managers in the Maintenance Requests module must be set up as Maintenance Employees in EAM-BC, and they require the following permission sets on their User Card:
Permission Set | Name |
---|---|
D365 BASIC | Dynamics 365 Basic access |
DAMMR MANAGER | MR Manager |
Maintenance Request Managers work with setup and management of the Maintenance Request module.
Permission Sets for Maintenance Request Technicians
Users working as Maintenance Request Technicians in the Maintenance Requests module must be set up as Maintenance Employees in EAM-BC, and they require the following permission sets on their User Card:
Permission Set | Name |
---|---|
D365 BASIC | Dynamics 365 Basic access |
DAMMR TECHNICIAN | MR Technician |
Maintenance Request Technicians create Maintenance Requests. They can edit most fields on a Maintenance Request. They can also attach a Request to a Work Order Plan and create a Work Order from a Maintenance Request.
Permission Sets for Maintenance Requestors
Users working as Maintenance Requestors in the Maintenance Requests module are not set up as Maintenance Employees in EAM-BC, and they require the following permission sets on their User Card:
Permission Set | Name |
---|---|
D365 BASIC | Dynamics 365 Basic access |
DAMMR REQUESTOR | MR Requestor |
Maintenance Requestors create Maintenance Requests, and they can add comments and edit their own comments on Maintenance Requests. This role is intended for non-Maintenance Employees, for example, machine operators in a production department.
The Maintenance Request Log shows a list of changes made to Maintenance Requests. In the setup, you define which changes should be shown in the log.
Search for "req log", and select Maintenance Request Log Setup.
You can also set up the Maintenance Request Log by using Assisted Setup. Learn more in this video: Assisted Setup - Request Log.
The Maintenance Request Type is a value that the user chooses in the process of creating a Maintenance Request. The type can always be changed later on. It defines the type of request as in what caused the request to be created. Depending on your processes, you can create types that are relevant to situations that are typical in your company.
For each type, you can specify:
*These values can be useful later on when someone creates Work Orders directly from the Maintenance Request document.
The Maintenance Request Priority is a value that the user chooses in the process of creating a Maintenance Request. The priority can always be changed later on. It defines the priority of the request. Depending on your processes, you can create priorities that are relevant to situations that are typical in your company.
For each type, you can specify:
*the usage of this code is defined in the article about Maintenance Request Types.
Based on your setup, different values for Work Order Category and Work Order Priority are applied to a Work Order when the Work Order is created directly from a Maintenance Request.
Work Order Category
The Work Order Category applied to the Work Order can come from 2 Categories specified in the system:
Work Order Priority
The Work Order Priority applied to the Work Order can come from 4 Priorities specified in the system:
In the screenshot below of the table, you can see an example of values in the Work Order Category and Work Order Priority columns and see, in the columns Applied Work Order Category and Applied Work Order Priority, which values will be applied to the created Work Order. Below the values, you can see examples of for instance a Work Order Category 'Inspection' and a Work Order Priority 'Low'.
Retention policies are standard D365BC functionality. If required, you can set up a retention policy for the Maintenance Request Log. In the retention policy, you define how long you want to keep Maintenance Request data.
On your role center, search for "retention", and select Retention Policies.
Refer to standard D365BC documentation for information about how to Define Retention Policies.
Select the magnifier in the corner.
Enter 'Maintenance Request Setup' in this window.
Select Maintenance Request Setup visible in Go to Pages and Tasks area.
Select the arrow visible in the Initial Status field.
Select one status from that list.
Select the arrow visible in the Maintenance Request Nos. field.
Select the code for Maintenance Request (created before).
Enter data in the Allow Reopen Request Days field.
0 - users won`t be able to reopen Maintenance Request
>0 - users will be able to reopen Maintenance Request in a period of given days.
Enter data in the Last Period View Days field.
If '0' - then all requests will be shown.
Set up Notification Type if it is needed.
The user can set up Maintenance Request module.
Select the icon of the cogwheel.
Select Assisted setup.
In Assisted Setup find section Get started with Dynaway EAM and select Set up maintenance request.
Select the arrow in Industry Type (Optional) field.
Select Demo.
Select Next.
Select the arrow visible in Maintenance Reqyest Nos. field.
Select New.
Enter data in Code field and press Enter.
Enter data in Description field and press Enter.
Select '_' visible in Starting No. field of this row.
Select Starting No. field in the first row.
Enter data in Starting No. field and press Enter.
Enter data in Ending No. field and press Enter.
The user can set up all other options.
Select Close.
Mark Default Nos. for this record.
Be sure, that the right row is highlighted and select OK.
Select Next.
Select the arrow visible in Initial Status field.
Select the status from the list.
Enter data in Allow Reopen Request Days.
Select Set Statuses.
Select OK.
Select Yes.
Select OK.
Select Next.
Select Set Priorities.
Select OK.
Select Yes.
Select OK.
Select Next.
Select Set Types.
Select OK.
Select Yes.
Select OK.
Select Next.
Select Set Groups.
Select OK.
Select Yes.
Select OK.
If it is needed to set up employees select Set Employees and set up all needed data and return to the page 'Set Maintenance Request Groups'.
Select Next.
Select the arrow visible in Notification Type field.
Select E-mail from the list.
Select Notification Setup and set up email notification (described in the different test case).
And go back to the page 'Set Maintenance Request Notifications'.
Select Next.
Select Finish.
The user can use Assisted Setup with Dynaway package to set up Maintenance Request module.
Select the magnifier in the corner.
Enter 'Maintenance Request Statuses' in this window.
Select Maintenance Request Statuses visible in Go to Pages and Tasks area.
Select New in the ribbon.
Enter data in the Code field.
Enter data in the Description field.
Select the arrow visible in the Status Responsible field.
Select one option from the list.
If the status is closing - switch on the Closing Status option.
Repeat steps 4 - 9 for each new status.
The user can create Maintenance Request Status.
Select the magnifier in the corner.
Enter 'Maintenance Request Priorities' in this window.
Select Maintenance Request Priorities visible in Go to Pages and Tasks area.
Select New in the ribbon.
Enter data in the Code field.
Enter data in the Description field.
Enter data in the Severity field.
If added priority has to be the default one - mark this value in the Default column of its row.
Repeat steps 4 - 8 for each new record.
The user can add a new Maintenance Request Priority and mark it as the default one.
Select the magnifier in the corner.
Enter 'Maintenance Request Types' in this window.
Select Maintenance Request Types visible in Go to Pages and Tasks area.
Select New in the ribbon.
Enter data in the Code field.
Enter data in the Description field.
Select the arrow visible in Default Assigned To field.
Select one record from the list.
Repeat steps 3 - 7 for each new Maintenance Request Type.
The user can create Maintenance Request Types with Default Maintenance Employee/Group.
Select the magnifier in the corner.
Enter 'Maintenance Request Groups' in this window.
Select Maintenance Request Groups visible in Go to Pages and Tasks area.
Select New in the ribbon.
Enter data in the Code field.
Enter data in the Description field.
Select the ellipsis button visible in Asset Table Filter.
Select Filter visible in Filter: Asset area.
Select Condition Code visible on the list.
Select the arrow visible in Condition Code.
Select 'BAD' from the list by clicking on its row.
Select OK.
Go back if adding is finished.
The user can use a dynamic filter to create Maintenance Request Group.
The user can set up as many filters as it is needed.
Select the magnifier in the corner.
Enter 'Maintenance Request Groups' in this window.
Select Maintenance Request Groups visible in Go to Pages and Tasks area.
Select New in the ribbon.
Enter data in the Code field.
Enter data in the Description field.
Go to Assets line.
Select Asset No. field in the empty row.
Select the record from the list.
For each new Asset in this Maintenance Request Group - repeat steps 8 - 9.
Go back if adding is finished.
The user can create the new Maintenance Request Group and add Assets manually to this group.
Select the magnifier in the corner.
Enter 'Maintenance Request Groups' in this window.
Select Maintenance Request Groups visible in Go to Pages and Tasks area.
Select New in the ribbon.
Enter data in the Code field.
Enter data in the Description field.
Select the arrow visible in Parent Group field.
Select Maintenance Request Group from the list.
Go back if adding is finished.
Select Recalculate in the ribbon.
Select the arrow next to the Code of the parent group to unfold it.
The user can create a new Maintenance Request Group which is a parent of any existing Maintenance Request Group.
Select the magnifier in the corner.
Enter 'Maintenance Request Employees' in this window.
Select Maintenance Request Employees visible in Go to Pages and Tasks area.
Select New in the ribbon.
Select the arrow visible in the User ID field.
Select the record from the list.
Select the arrow visible in the Maintenance Request Group Code field.
Select the record from the list.
If more records need to be added - repeat steps 4 - 8 for each new record.
The user can set up Maintenance Request Users/Employees.
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