Create and Edit Requests

Overview

You can create and edit maintenance requests on assets/objects, if you detect an error, a faulty setup, or a need for inspection on a machine/work center. A maintenance request can be converted to a work order, if required.

Before you can start working on the Mobile Client, you must first sign in.

The requests screen.

Maintenance Requester

You can limit the access that users have in the mobile client when it comes to working with requests. With users set up as 'maintenance requesters' they will have access to:

• Read-only access to assets.
• Read-only access to work orders.
• Creating, updating, and viewing maintenance requests.

This is useful when requesters don't need to be able to modify data related to assets and work orders, and helps to secure that data is not being modified by mistake when working on requests.

Setup

You have two setup options when enabling the functionality:

1. In Dynaway mobile > Setup > Users, you can set the property Maintenance requester on a user. This means that a user will have a predefined list of settings for module configurations and only have access to certain areas of the mobile client (Creating and updating maintenance requests, viewing assets, and viewing work orders). This ensure that maintenance requesters are not allowed to modify assets or work orders.
2. If you don't want to set up maintenance requesters, you can use the following module configurations to set up which users should have access to read-only mode in assets and work orders:
   • Setup > Module configuration > Work execution > Assets > Read-only mode.
   • Setup > Module configuration > Work execution > Work orders > Read-only mode.

Create a Request

1. On the Request lists screen, select the 'context menu' button and Add request.
2. On the Create request screen, search for and select the asset/object you want to create a request for. You can search for assets/objects in three ways: by typing information related to the asset/object, searching by scanning, or selecting an asset/object from the asset/object tree. Either:
   1. Enter the complete asset/object ID, or enter part of the ID to make a more general search. Example: To find asset/object ID "C0002", you can enter C00 or 02 in the search string, or
   2. Select the QR code icon to search for an asset/object using a QR code or barcode, or
   3. Select the Asset/Object tree icon next to the search field to find an asset/object based on its functional location from the asset/object tree.
3. Proceed by selecting the asset/object that you're creating the request for. Information about Asset/Object name and Functional location is automatically inserted.
4. In the Description field, enter a description for the request.
5. If required, enter additional notes in the Notes field.
6. Select a Request type.
7. Select a Service level/Priority.
8. In the Trade field, you can edit the job trade. View the documentation here to set it up.
9. If the request requires a downtime activity to complete the job/line, select start date and time for the downtime activity/production stop in the Downtime activity/Production stop field. Select Set to save the registration. If the request is converted to a work order, the start date and time for the downtime activity/production stop is added to the work order. In order to use this functionality, enable the module configuration in Work execution > Assets/Objects > Maintenance downtime.
10. In the 'Attachments' field, select Add Attachment to add an attachment. View more in the article Add an Attachment.
11. In the 'Faults' field, select Add Fault to add a fault. View more in the article Add a Fault Registration.
12. Select Save. The request is added to your Downloaded Requests list. You might also be able to see the request in a user-defined list.

Create a request.

Create a Default Service Level/Priority

When creating a new request, the service level/priority will be updated automatically as you set the asset/object depending on your setup.

1. To use the functionality, go to Asset management/Enterprise asset management > Setup > Asset service levels/Object priority.
2. From here you can specify asset/object and work order properties which should default to certain service levels/priorities. If you create a record with no specification, you can put a number in the service level/priority field, which will be the default (as seen in the first line in screenshot 01).
3. The order of precedence when determining which record to use is: Functional location > Work order type > Job type > Asset/Object > Model > Manufacturer > Asset/Object type.

The service level/priority updates automatically as properties are filled in on the create dialog.

Example:

Because of the setup, which you can see in screenshot 01, you can see in screenshot 02 that nothing is selected, that affects the service level/priority, but the service level/priority is set to 4 because it's a default value. Now after selecting a tool, you can see in screenshot 03 that the service level/priority is updated to 5. With each change to the service level/priority, the expected start and end will also update according to the service level/priority setup.

Screenshot 01.

Screenshot 02.

Screenshot 03.

View and Edit a Request

1. On the request lists screen, select Downloaded requests. This is a predefined list, which includes all the requests that are available to you online and offline.
2. Select a request in the list.
3. Select the Asset/Object line to view information about the asset/object. Select the 'Return' button in the upper-left corner to return to the request details screen.
4. The request lifecycle state/stage is shown in the upper-right corner of the request details screen, for example, "New", "In progress", or "Finished". You can change the state/stage by selecting it to open the Change state/stage pop-up.
   1. You can also change the state/stage by selecting the 'context menu' button and Change state/stage.
5. In the Notes field, you can view, add, and edit request notes.
   1. Select the Notes field to add or edit notes.
   2. Write your notes.
   3. Select an area outside the Notes field to save your changes.
6. Select the 'context menu' button and Edit request to open the Edit request screen. Here, you can add and edit request information as you require. Note, you can only edit a request as long as a work order has not been created for it.
7. 1. Select the Description field and edit the request description.
   2. Select the Notes field and edit the request notes.
   3. In the Request type field, select a request type in the list.
   4. In the Service level/Priority field, select another service level/priority in the list, if required.
   5. In the Trade field, you can edit the job trade. View the documentation here to set it up.
   6. If the request (and the related work order) requires a downtime activity/production stop to complete the job/line, select start date and time for the downtime activity/production stop in the Downtime activity/Production stop field. If the request is converted to a work order, the start date and time for the downtime activity/production stop is added to the work order.
8. Select Save to save your changes.
   1. If you're asked about your location, select Allow to allow geographic location data to be logged. This information is transferred to a related work order if the request is converted to a work order.
9. If you want to cancel without saving changes, select the 'Cancel' button to return to the request.
10. On the request details screen, select the 'Open Requests module' to return to the Request lists screen.

Update Lifecycle State/Stage with Remarks and Reason Codes

Remark and reason codes can be added to Requests when updating the lifecycle state/stage.

Setup

Set up the module configuration to enable the functionality by going to Work execuction > Maintenance requests > Remarks and reason codes and add lines to specify which users should be able to add remarks and reason codes by setting the parameter value as 'true'.

Add remark and reason code when updating state/stage

1. On the request, select the lifecycle state/stage icon in the top right corner.
2. A dialog shows where you need to select which state/stage you want to update to.
3. After selecting a state/stage, you will see the button 'Add Remark' at the button of the page.
4. Selecting 'Add Remark' shows a new dialog where you can write a remark, or choose a remark from a predefined list.
   • If you select from the predefined list, you can change the remark but the reason code will be kept.
   • If you have set up remarks to be mandatory for requests, you must enter a remark before you can finish updating the state/stage.
5. Select 'Update Lifecycle State/Stage' at the bottom to finish.
6. You can view the changes in the Lifecycle state/stage log in D365.

Change state and select 'Add Remark'.

Enter a remark from a predefined list or write one.

Update lifecycle state after adding a remark.

Specify Job Trade on a Request

It's possible to specify the job trade when creating a request and make the field mandatory to fill out.

In order to use the job trade field on a request, go to Setup > Module configuration > Work execution > Maintenance requests and set 'Maintenance job trade' to true. This also enables you to update the job trade on an existing request and the job trade is visible on the details page. You can also add the job trade to already existing requests.

In order to make the job trade field mandatory to fill out, go to Setup > Module configuration > Work execution > Maintenance requests and set 'Maintenance job trade mandatory' to true.

Job trade field shown on a request.

Job trade field mandatory to fill out on a request (notice the asterisk* in the field).

Attachments

You can view attachments and add attachments to existing requests or new requests.

To work with attachments on requests, you need to enable the module configuration Work execution > Maintenance requests > Document attachments.

View attachments

1. On the Request lists screen, select Downloaded requests.
2. Select a request in the list.
3. Select Attachments.

Note

If attachments are related to the request, you see a number on the Attachments line, showing the number of attachments.

4. Select an attachment in the list to download and view it.
5. Select the 'Return' button until you return to the request.

Add an attachment

Add an attachment to an existing request

1. On the Request lists screen, select Downloaded requests.
2. Select a request in the list.
3. Select Attachments.
4. Select the 'Add' button to add a new attachment.
5. Select a photo or file from your mobile device, or take a photo.
6. Add the attachment.
7. You can select the attachment to view it, or select the context menu to the right and then either select Rename or Delete.
8. You can now return to the request.

Add an attachment when creating a new request

1. When creating a new request, select Add Attachment in the 'Create request' dialog.
2. Follow steps 5-7 described in the section above to add an attachment, view it, rename it or delete it.
3. Once you have added the attachment, you can keep working on the request you're creating.

Create a Work Order from a Request

You can create a work order based on a request. When you've created a work order from a request, you can no longer edit the request.

1. On the Request lists screen, select a list (Downloaded requests or a list that you created).
2. Select the request you want to create a work order for.
3. Select the 'context menu' button and Create work order.
4. In the Asset/Object section, information about asset/object and functional location is automatically inserted.
5. Select Work order type, Job type, Variant, Trade, and Service level/Priority as you require.
   • Note, the fields with an asterisk * are mandatory.
6. Select Expected start and Expected end date and time.
7. Enter a description of the job/line in the Description field.
8. If you want to schedule the work order to yourself, ensure that the Schedule to me toggle button is activated (showing a dark blue color).
9. Select Save. The work order is created, and it's added to the Downloaded work list on the Work order lists screen. If you've scheduled the work order to yourself, it's also added to the Work scheduled to me list.
   1. When you open the work order job/line on the Mobile Client, a Request field is shown in the work order job/line header, containing a link to the related request.

Create Request Lists

Create your own request lists to see only the requests that are relevant for you or certain user groups.

Setup

The setup for creating lists is mainly done and maintained from the mobile client described in the steps below. Deciding who has access to certain lists is specified in the article Distribute Saved Search Lists to Users.

Create lists

On the Request lists screen, you see one predefined list, Downloaded requests. This list contains the requests that are available to you online and offline.

1. On the Request lists screen, select the 'context menu' button and Create list.
2. On the Create list screen, you see a list of parameters that you can use to define your list. Make one or more selections in the list.
3. Select the details for your list, and select Apply.
   • Note, if you see an All/Clear toggle button in the upper-right corner of the screen, you can select All, if you want to select all options shown on the screen. Select Clear if you want to remove the selections.
4. If required, repeat steps 2-3 to add more details to your list.
5. When you've made your selections, enter a name for the list in the List name field, and select Save changes.
   • Note, the list you are creating is only visible to you. If you want your coworkers to have access to it, see the documentation for Distribute Saved Search Lists to Users.
6. When you return to the Request lists screen, you can see that the list has been added.

Editing and Deleting Lists

If you want to edit a list that you created: Select the list. Then select the 'context menu' button and Edit list. Make your changes, and save the list. You can't edit predefined lists.

From the Request lists screen, you can delete a list that you created: Select the 'context menu' button and select Delete. You can't delete predefined lists.

Limit Results from Lists to Functional Location

It is possible to limit results shown on lists to functional locations that are assigned to maintenance workers.

Go to Setup > Mobile Parameters and toggle the button 'Query functional location limitation' to limit results shown on lists to functional location.

To assign workers to functional locations, go to:

1. Asset Management > Setup > Workers > Workers.
2. Pick a worker from the list on the left.
3. On the Functional locations tab, add a line to assign a functional location.

If the assigned functional location has children, these are also assigned.

Search for Requests

On the Request lists screen and on each list screen (predefined and user-defined lists), you can search for requests. Search parameters include:

• Request ID
• Asset/Object ID
• Request type
• Functional location ID

Note

When you make a search on the Requests lists screen, you search in all requests. If you make a search in a list, you only search the contents of that list.

1. On the Request lists screen, or in a list, select the search icon. Enter a search string in the search field, or search by scanning a QR code or barcode. View further documentation here.
2. Search by scanning a QR code or barcode:
   1. Select the Scan a code button.
   2. Follow the instructions on the screen to scan a QR code.
3. Search by entering a search string in the search field:
   1. Your search string may contain the entire ID or name, the middle of an ID or name, or part of the ID or name. Search works both in online and offline mode. Offline mode means searching the data available on your mobile device at the time of the search.
      Example 1: If you enter 8* in the search field, the result is a list of all search results that start with the number 8.
      Example 2: If you enter *3* in the search field, the result is a list of all search results that contain the number 3.

If you select a search result to go to a request, the search string is reset.

Select the 'Cancel' or 'Return' button to cancel a search. The search string is deleted when you return to the Request lists screen.

Predefined list: Downloaded requests.