Work Execution App

Create and Edit Requests

Create and edit maintenance requests on the Mobile Client

Introduction

Requests are used to report faults and errors on machinery in your production department.

Prerequisites

The Requests module is installed on the Mobile client.

Setup for Requests is completed in the Dynaway mobile app in D365FO.

Audience
Maintenance Manager, Technician

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.
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, click on the Create request button. Note that you can also create requests from from the listing pages, by clicking on Create request button in any of the listing pages.
  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 Attachment 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 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 01.
Screenshot 02.
Screenshot 02.
Screenshot 03.
Screenshot 03.

View and Edit a Request

You can view and edit requests after creating them. To do this:

  1. On the Request lists screen, select Downloaded requests. This is a predefined list, which includes all the requests that are available to you both online and offline.
  2. Select a request in the list.
  3. Asset: Select the Asset/Object line to view information about the asset/object. Select the Back arrow in the upper-left corner to return to the request details screen.
  4. Service level/Priority: In the Service level/Priority field, select another service level/priority in the list, if required.
  5. Started by: In the Started by field, you can view the name of the personnel who started the request.
  6. Trade: In the Trade field, you can edit the job trade. View the documentation here to set it up.
  7. Lifecycle state/stage:
    • The lifecycle state/stage of the request is shown in the upper-right corner of the request details screen, for example, "New", "In progress", or "Finished".
    • To change a lifecycle state/stage click on the current state/stage.
    • This will open the Change lifecycle state/stage dialog. On this screen select the relevant lifecycle state/stage and click on the Update lifecycle state button.
    • Note that you can add remarks for the lifecycle state at any point by selecting the state and clicking on the Set remark button.
  8. Notes:
    • From the Request details page, click on Show notes.
    • The Notes section expands and displays the existing notes.To edit the request note, click on the text field of the note.
    • This opens the Notes dialog. On the Notes dialog, make the changes as required and click on Save to update the notes.
    • On successful save, the application will display a success message.
    • Click on Close notes to collapse the notes section.
  9. Edit request: To open the Edit request screen, click on the Edit icon at the top right of the screen. On this screen, you can add and edit request information as you require. Note that you can only edit a request as long as a work order has not been created for it.
    • Asset: Add or update the asset details by clicking on the Asset ID field.
    • Description: To update the description, select the Description field and edit the request description.
    • Notes: To update the notes, select the Notes field and edit the request notes.
    • Request type: In the Request type field, select a request type in the list.
    • Downtime activity/Production stop: 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.
  10. Select Save to save your changes.
    • 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.
  11. If you want to cancel without saving changes, select the Cancel button to return to the request.
  12. On the Request details screen, select 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'.
Change state and select 'Add Remark'.
Enter a remark from a predefined list or write one.
Enter a remark from a predefined list or write one.
Update lifecycle state after adding a remark.
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 shown on a request.
Job trade field mandatory to fill out on a request (notice the asterisk* in the field).
Job trade field mandatory to fill out on a request (notice the asterisk* in the field).

Specify Attributes on a Request

You can view the attributes related to the request under the Attributes section in the Request module of Work execution app.

The actions you can perform (add, edit, or delete) in this section depend on the module configuration set for the user:

  • Dynaway mobile > Module configuration > Work execution > Maintenance requests > Maintenance request attribute add.
  • Dynaway mobile > Module configuration > Work execution > Maintenance requests > Maintenance request attribute update.

Attributes can be added or updated according to the access control set for users. However, attributes inherited from the request type cannot be deleted, regardless of the access level.

  • If Add and Update are enabled: You can add, update, and delete attributes.
  • If Add and Update are disabled: You cannot add, update, or delete attributes.
  • If Add is enabled but Update is disabled: You can add attributes but cannot update or delete them. In this case, the attributes you add can still be updated and deleted as long as you remain on the page.
  • If Add is disabled but Update is enabled : You cannot add attributes, but you can update and delete existing ones.

To add an attribute parameter to a request:

  1. From the Work execution app, navigate to the Request details page of the relevant request.
  2. Scroll down to Attributes and click on the Add request attribute button.
  3. From the Select attribute type (see screenshot 01) dialog, select the relevant attribute type, and click on the Apply button.
  4. You will be directed back to the Attributes screen of the selected request (see screenshot 02) with the added attribute, listed on the page.
  5. You can now add the attribute value by clicking on the corresponding attribute field.

01: 'Select attribute type' dialog to add the attribute field to request.
01: 'Select attribute type' dialog to add the attribute field to request.
02: 'Attributes' page with list of request attributes, where you can key in the value.
02: 'Attributes' page with list of request attributes, where you can key in the value.

Attachments

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

To work with attachments on requests, you need to enable the module configuration for the selected user or user group in Dynaway mobile > Setup > Module configuration > Work execution > Maintenance requests > Document attachments.

View Attachments

To view attachments on a request,

  1. Log in to the Work execution app and navigate to Requests.
  2. On the Request lists page, select the relevant request list.
  3. From the list of requests, select a request for which you would like to add/edit an attachment.
  4. On the Request details page, scroll down and select Attachments.
    • If there are no attachments already added for the request, you will see an empty list page.
    • If there are already attachments added for the request, you will see the list of attachments.
  5. Click on the attachment to view the attached file.
    • If the attachment is an image, to zoom the image, use the scroll function on your mouse or the zoom controls available in the image viewer.
    • To pan across the image, click and hold the image, then drag it in the desired direction to move around the zoomed view.
  6. Select the back arrow button to return to the Request details page.

Note

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

Add an Attachment

To add an attachment to an existing request:

  1. On the Request lists page, from the request lists, navigate to the appropriate list.
  2. From the list of requests, select the request for which the attachment needs to be uploaded.
  3. On the Request details page, scroll down and select Attachments.
  4. On the Attachments page, you can add one or multiple attachments by clicking on the Add attachment button:
    • If there are no attachments already added for the request, you will see an empty list page with a button to add attachments (see screenshot 01). To add a new attachment, click on Add attachment.
    • If there are already attachments added for the request, you will see the list of attachments on the Attachments page (see screenshot 02). To add a new attachment, click Add attachment.
  5. When you click Add attachment, you will be directed to your local machine (if you are using the desktop application), from where you can add one or more related attachments/files using the multi-select option. If you are using a mobile device, you can choose to select from files and then select multiple attachments/files, as required.
  6. After selecting the attachment, you will be directed back to the Attachments page. On successful upload, you can see a success message (see screenshot 03).
  7. For each attachment you can see a corresponding action menu. Click on the action menu (see screenshot 04) for more options. Note that this functionality is valid only for attachment types that have been set up as modifiable on the document type, and that the parent entity must be active.
    • Rename: Click on Rename to rename the attached file.
    • Update note: Click on Update note to add or update a note for the attached file.
      • To view the Update note option, ensure that you have enabled the configuration in General > Document attachments > Modify note.
    • Delete: Click on Delete to delete the attached file.
  8. To return to the Request details page, click on the back arrow at the top left of the page.

Add an attachment when creating a new request

  1. When creating a new request, select Add attachment in the Create request dialog (see screenshot 05).
  2. Follow steps 4 to 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 that you are creating.

01: 'Attachments' page when there are no existing attachments for the request.
01: 'Attachments' page when there are no existing attachments for the request.
02: 'Attachments' page when there are already attachments for the request.
02: 'Attachments' page when there are already attachments for the request.
03: Success message when one or more attachments are saved.
03: Success message when one or more attachments are saved.
04: Action menu corresponding to each attachment for users to rename the attachment, update a note on the attachment or delete the attachment.
04: Action menu corresponding to each attachment for users to rename the attachment, update a note on the attachment or delete the attachment.
05: 'Create request' page of new request where the user can directly add attachments by clicking on 'Add attachment'.
05: 'Create request' page of new request where the user can directly add attachments by clicking on 'Add attachment'.

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.

Request Lists

When you log in to the Requests module of the Work execution app, the landing page displays is an overview page and displays a set of request lists designed for quick and convenient access. These lists help you search, organize, and retrieve request records efficiently from a centralized view.

The landing page has two categories of lists - Created lists and Default lists (see screenshot 01).

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.

Created Lists

This section will display the lists that are customized and created by you using the necessary search filters.

Default Lists

There are four default lists that are automatically created and displayed on the Requests page: All, Favorites, Previously viewed, Scheduled to me and Downloaded. Note that these lists are only visible when you have the required permission to create/manage requests.

  • All: The All list will display the complete list of requests available.
  • Favorites: The Favorites list will display the request records that you have marked as favorites.
    • A maximum of 50 favorite requests will be saved in this list.
    • The list is sorted by last visited.
    • Filtering, sorting, and reports are disabled for this type of list.
  • Previously viewed: The Previously viewed list will display the request records that were last visited/opened by you.
    • Note:
      • A maximum of 50 last visited requests will be saved in this list.
      • The list is sorted by last visited.
      • Filtering, sorting, and reports are disabled for this type of list.
  • Scheduled to me: This list shows the work orders/jobsthat are scheduled to you, and they are available online and offline.
  • Downloaded: This list shows all requests that are available to you online and offline.

The number of requests in a list is shown in the grey box.

Create Request List

On the Request lists screen, you see all created and default lists. This list contains the requests that are available to you online and offline.

  1. On the Request lists screen, select the context menu (three dots at the right tope of the screen) 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.
  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
  • Description

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:
    • 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.
  4. The search results will be displayed and the user can click on the result to go to the selected request. Note that if you select a search result to go to a request, the search string is reset.
  5. To cancel a search, select the Cancel or Return button. The search string is deleted when you return to the Request lists screen.

Predefined list: Downloaded requests.
Predefined list: Downloaded requests.

Requests Listing Page

  1. Log in to the Work execution app and navigate to the Requests module using your assigned credentials.
  2. On the Requests landing page, you can see a set of created lists (if any are created) and default lists.
  3. You can view the requests within a list by clicking on the corresponding list.
  4. You will be directed to the requests listing page, which displays requests in either table view or card view (see screenshots 01 and 02).
    • On small screens (mobile)
      • By default, on small screens, the requests listing view is the card view.
        • To toggle the listing view between card and table, go to the Requests listing page and use the card and list icons at the top of the page.
        • When you select table view, you can choose the sort order of the displayed requests. To do this, first switch to table view using the toggle option.
        • Note that whatever view you have selected (table or card), this setting is remembered on the current device/pc and will be displayed on your next use.
      • To sort the request list based on a parameter, from the table view of the request listing, click on the parameter next to the toggle buttons. To change it, click on the available parameter (see screenshot 03).
      • You will see a list of other parameters (Request ID, Functional location, Asset, Request type, Request started by and
        Service level) that you can use to select the sort order (ascending/descending) of the request listing. Select the desired parameter and order.
    • On large screens (PC)
      • By default, on large screens, the request listing view is the table view.
        • To toggle the listing view between card and table, go to the Requests listing page and use the card and list icons at the top of the page.
      • In table view, you can choose the sort order of the requests displayed.
        • On large screens, there are two ways to do this:
          • Click on the sorting parameter (see screenshot 04) next to the toggle buttons. You can change the order based on the desired parameter (Request ID, Functional location, Asset, Request type, Request started by and Service level).
          • Alternatively, click on the parameter in the table header to sort the data based on that parameter and set the order (ascending/descending).
          • Select the desired order to view the listing in your preferred sort order.
      • You can view all the relevant details on the request listing page. From this page, you can navigate to the Request details page by clicking on the relevant request line.

01: Mobile screen view of the 'Request listing' page, showing options to view the list in either table view or card view.
01: Mobile screen view of the 'Request listing' page, showing options to view the list in either table view or card view.
02: PC screen view of the 'Request list' page, showing options to view the list in either table view or card view.
02: PC screen view of the 'Request list' page, showing options to view the list in either table view or card view.
03: Mobile screen view of the 'Request list' page, showing sort filter options.
03: Mobile screen view of the 'Request list' page, showing sort filter options.
04: PC screen view of the 'Request list' page, showing sort filter options.
04: PC screen view of the 'Request list' page, showing sort filter options.

Mark a Request as Favorite

You can mark a request as favorite and see it in the default list Favorites.

To add a request to favorites:

  1. On the Requests page, select the list to view the requests in the list.
  2. From the requests listing page, select the request to view the details.
  3. On the Request details page, click on the Favorite icon (see screenshot 01).
  4. This adds the request to favorites, and you can view it on the Request lists page under the default list called Favorites.

01: The 'Request' details page with the 'Favorite' icon.
01: The 'Request' details page with the 'Favorite' icon.

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