Request Setup


Requests are used to create a request indicating that a work order may be required for a specific job. A planner or manager can then decide whether the request should be converted to a work order. You can set up different request types to be used in your company, for example, maintenance requests.

All requests

Click Enterprise asset management > Common > Requests > All requests or Active requests to open the list. All requests contain a list of all requests, regardless of the request stage.


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

All requests
All requests

Request stages

Request stages define the stages that a request can go through, for example, "Created", "Active", and "Ended". When a request is converted to a work order, the request stage should be updated to "Ended" or "Closed" to indicate that the request is no longer active. You are able to view all requests, regardless of their stage, in the All requests list.

Set up request stages

  1. Click Enterprise asset management > Setup > Requests > Stage > Stages.
  2. Click New to create a new request stage.
  3. Insert the stage ID in the Stage field and a name for the request stage in the Name field. In the Stage groups field, you can see the number of request stage groups that uses the request stage.
  4. On the General FastTab, select if the request should be active in this stage.
  5. Select "Yes" on the Set actual end toggle button if actual end date and time should automatically be inserted on the request at this stage.
  6. Select "Yes" on the Create work order toggle button if it should be possible to create a work order from the request at this stage.
  7. Select "Yes" on the Delete toggle button if it should be possible to delete requests at this stage.
  8. On the Update FastTab, the Inbound and Outbound toggle buttons are relevant if you use depot repair (refer to the Manage Requests chapter for more information). Select "Yes" if you want to automatically update the object stage to Inbound or Outbound at this stage.


Whether you are able to work with inbound and outbound objects depends on the setup of Enterprise Asset Management. The functionality can only be used if the Inbound/outbound check box is selected in the License configuration form (System administration > Setup > Licensing > License configuration). Read more about configuration in the License Configuration chapter.

If the Inbound toggle button or the Outbound toggle button is set to "Yes" on the Update FastTab on a request stage, it means that when the stage is set to "Inbound" or "Outbound" on a request, the object stage for the object selected on the request is updated accordingly.


Request stages, stage groups, and types are related and used in the same way as work order stages, work order stage groups, and work order types. Refer to the Work Order Stages section for a general explanation regarding stage group, type, and stage relations.

Request details
Request details

Set up request stage groups

When you have created the stages required for your requests, they can be divided into groups. This is done to create the stage group flow that may be used for different types of requests. As a minimum, one standard request stage group should be created.

  1. Click Enterprise asset management > Setup > Requests > Stage > Stage groups.
  2. Click New to create a new stage group.
  3. Insert the stage group ID in the Stage group field and a name for the stage group in the Name field. In the Stages and Request types fields, you can see the number of stages selected in the stage group, and the number of request types that uses the stage group.
  4. On the Stages FastTab, select the stages that should be included in the group. This is done by clicking on a stage in the Stages remaining section and clicking the button.
  5. If you want to select all the available stages for a group, click the button. All stages are transferred to the Stages selected section.
  6. If you want to remove a selected stage from the group, select the stage in the Stages selected section and click the button.
  7. Click Stage updates to define which stages can follow a selected stage.
  8. On the General FastTab, you can select stages related to depot repair. This means that the request stage is automatically updated to the stage you select when objects selected on the request are received for depot repair in the Inbound objects list, or returned after repair, which is registered in the Outbound objects list.

Request stage groups details
Request stage groups details

Request types

A request type is used to categorize requests, for example relating to preventive maintenance, corrective maintenance, or a special request type that manages repair of objects, which could be called "depot repair".

A request type defines the request stage group affiliation. Request stage group defines which stages can be set for a request, for example, "Created", "Active", and "Ended".

  1. Click Enterprise asset management > Setup > Request > Request Types.
  2. Click New to create a new request type.
  3. Insert the request type ID in the Request type field and a name for the request type in the Name field.
  4. Select a stage group in the Request stage group field.
  5. Select a work order type in the Work order type field. When a request is converted to a work order, the work order automatically gets the work order type related to the request type.

Request types
Request types

Responsible workers

Responsible workers can be related to object types, objects, functional locations, job groups, job types, variants, and trades to make a worker preference on work orders and requests regarding which workers should be responsible for a work order (but not necessarily the ones scheduled to carry out a work order). The use of this functionality is optional. For example, it can be used to select responsible workers or worker groups for specific work types or work areas. During a work order life cycle or a request life cycle, it is possible to change or update responsible workers, which could be related to, for example, a change in request stage or work order stage. The setup in Responsible workers is not used during work order scheduling.

Before you can set up responsible workers, you must first set up the workers and worker groups that should be available for selection. Refer to the Workers and Worker Groups section for a description on how to set up workers and worker groups.

Set up responsible workers

A responsible worker or worker group can be related to a specific

  • Job trade
  • Job variant
  • Job type
  • Job group
  • Object
  • Object type
  • Functional location

or a combination of those selections. The more selections you make for the same record, the more specific your setup becomes.

  1. Click Enterprise asset management > Setup > Workers > Responsible workers.
  2. Click New to create a new record.
  3. Start by creating a "default" worker or worker group setup that has no selections in the fields shown in the bullet list above. This means that you only make a selection in the Responsible worker group field and/or the Responsible worker field. In the figure attached to this article, you see an example in the first record in which "Requests" is selected as responsible worker group.


The default setup will be used during work order scheduling in case no other, more specific, combination matches the contents of the work order during work order scheduling.

  1. Repeat step 2 to create a new record. Make the required selections, depending on the detail level for the responsible worker or worker group. Example: In the figure at the end of this article, in the third record, the worker Dana Birkby is selected as responsible worker. She will automatically be selected if you create a request or a work order for the object "C0002".


During creation of a request, when a responsible worker or responsible worker group is made available for selection in All requests, Enterprise Asset Management goes through all responsible worker records to check for a possible match, always checking the most specific combination first. This means that, first, a possible match regarding Trade is checked. If no match is found, Variant is checked. If no match is found, Job type is checked, and so on. As you can see in the layout, this means that Enterprise Asset Management checks each record from right to left for a match (Trade, then Variant, then Job type, Job group, Functional location, Object, Object type) to find the most specific combination. If no match is found, the "default" record with no selections in those seven fields is used.


In Enterprise Asset Management, you can also set up preferred workers, who may be allocated on work orders during work order scheduling. Refer to the Set Up Preferred Workers section for more information.

Responsible workers
Responsible workers
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