Request Basics

Introduction to requests

Requests are notes or declarations that can be created to make a manager or planner aware that an object may require a maintenance or repair job - without actually creating a work order. A work order may subsequently be created based on a request if the contents of the request are considered to be valid for a work order to be created.

Requests can be created for any object in Enterprise Asset Management. Various request types can be created, depending on how your company uses requests. Here are some examples:

  • Maintenance requests
  • Notes
  • Corrections / Enhancements
  • Investments
  • Depot repair - for the purpose of managing repair of objects that you receive from another location to carry out a maintenance or repair job, and then return the object after the job is completed.

All requests

Click Enterprise asset management > Common > Requests > All requests or Active requests or My functional location requests. The list displays some of the information related to a request.


Click Enterprise asset management > Common > Requests > My functional location requests to see a list of requests containing functional locations, or objects installed on functional locations, you are related to as a worker (set up in Workers).

Customer account information is available in Asset Service Management (external maintenance), but not in Enterprise Asset Management (internal maintenance).

In the All requests list (grid view), click on a link in the Request column to show the Details view of the selected record. Click the Edit button to open for editing.

The action pane buttons are organized in tabs on the action pane. Here is a brief description of the buttons relating to Enterprise Asset Management:

Button name Description


Edit the selected request.


Create a new request.


Delete the selected request.

Work order pool

Connect the selected request to a work order pool.

Work order

Create a work order based on the selected request.

Object fault

Open Object faults and create a fault registration on the request.

Work orders

Show a list of all work orders connected to the request.

Send loan object

Select a loan object to be a temporary replacement for the object selected on the request.

Return loan object

Register the loan object as returned.

Request stage

Update request stage.

Stage log

Log displaying the stages of the selected request.

Request details

Print a report displaying details of the selected request.

List of requests
List of requests
Detailed view of the selected request
Detailed view of the selected request

Create request

Requests can be used if maintenance workers or production workers discover a need for equipment repair, and it is not possible to carry out that repair job right away.

Example: A maintenance worker is making a repair. During this repair he discovers that another object at the same location needs to be serviced, but he has no time or spare parts to carry out the repair job. Therefore he creates a request on the object containing a short description of the problem.

In All Objects or Active objects (Enterprise asset management > Common > Objects > All Objects or Active objects), you can see the active requests attached to the selected object in the Related information pane > Active requests section, placed on the right side of the screen.

  1. Click Enterprise asset management > Common > Requests > All requests or Active Requests.
  2. Click the New button.
  3. In the Create request drop-down dialog box, select the type in the Request type field. A default type is suggested.
  4. Insert a name or title that briefly describes the request in the Description field.
  5. Select Functional location or Object, or a combination, as required. It is possible to create a request without selecting an object. Then the object is added to the request later. If the worker who is logged in to Dynamics 365 for Finance and Operations is related to a resource, which is related to an object, the Object field is automatically filled out.


If the selected object already has requests attached to it, an info message is shown at the top of the Create request drop-down dialog, showing the request ID of an existing request as well as an Open button that you can click to open that request. If the object is covered by a warranty or contract agreement, an info message is also shown. 

When you select an object, two or three tabs are available: The My objects tab contains objects related to the functional locations to which you (the worker who is logged on the system) may be allocated. If no functional locations are set up on a worker in Workers, the My objects tab will not be visible. The Active objects tab contains a list of all objects with object stage "Active". The Object view tab displays a tree view of functional locations and objects installed on those locations.

  1. Select a priority regarding the urgency of the request in the Priority field.
  2. If you have selected an object, you can create a fault registration by selecting fault data in the Fault symptom, Fault area, and Fault type fields.
  3. If the request has caused a production stop, insert start date and time of the production stop in the Production stop field.
  4. Your name is automatically inserted in the Started by field.
  5. The Actual start field is automatically filled out with current date and time, but you can change it, if required.
  6. If required, insert further notes in the Notes field.
  7. Click OK.


In Maintenance status, you can make a calculation to get an overview of workload regarding incoming and completed requests.

Subsequent processing of the request

After the request has been created, and before it is converted to a work order, various data should be updated on the request. This is typically done by a planner or another administrative employee. In All requests or Active Requests, select the request you want to work with, and click Edit.

In the Details view, you can update various information. For example you can 

  • select and verify the object. If, required it is possible to set the Object verified toggle button to "No" later, to select another object.
  • select responsible group and/or responsible worker. For more information on how to set up responsible workers and worker groups, refer to the Responsible Workers section.
  • select a job type and, if relevant, the related job variant and job trade.
  • insert geographic coordinates in the Latitude and Longitude fields. If coordinates are added to a request, they are automatically transferred to a related work order. This information is useful if you work with linear asset management.


If you select an object when you create the request, you can add one fault to the object. After the request has been created, you can add more faults, if required, by clicking the Object fault button in All Requests.

Create request
Create request
Details view
Details view

Create work order from request

When you have created requests, you can easily convert the requests to work orders. The quickest way to work with requests, update several requests at a time, and subsequently create a work order for several requests at a time is described in this procedure. If required, you can also work with one request at a time and convert one request to one work order in the Active requests or Active requests with no work order list.


One request can only be related to one work order, but several requests can be included in one work order even if the requests have different objects.

  1. Click Enterprise asset management > Common > Requests > All requests.
  2. Before you can create a work order from a request, you must as a minimum select a job type and, if required, a job variant and a job trade for the requests for which you want to create a work order. In grid view, you can easily update data for a request.
  3. When you are ready to create a work order, select the requests you want to include in one work order.


If you multi-select several requests to be converted to one work order, the Object and Job type fields must be filled out before you start creating the work order. If you select one request to be converted to a work order, the Object field must be filled out before you start creating the work order, but Job type (and if relevant, related Variant and Trade fields) can be selected in the Create work order drop-down dialog box when you create the work order.

  1. Click the Work order button.
  2. In the Create work order drop-down dialog, fill in the fields, and click OK.
  3. A message may be shown that a new work order has been created.


If you create a work order based on a request, and the object related to the request is included in a warranty agreement, a message informing you of the warranty agreement will be shown on the screen.

  1. Open the new work order in Enterprise asset management > Common > Work orders > All work orders.

Request overview
Request overview

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