Create and Edit Requests

Overview

You can create and edit maintenance requests on assets, 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.

Setups

Setup to Configure Requests

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.

Setup to Configure the Responsible Worker Group

To make the Responsible worker group field available in the Requests module:

1. Go to Dynaway mobile > Setup > Module configuration > Work execution > Maintenance requests.
2. Configure the following settings:
   • To allow users to view and modify the Responsible worker group field, enable Responsible group modification for the required user or user group.
     • When enabled:
       • Users can select a Responsible worker group when creating a request using the Compact dialog.
       • The Responsible worker group field is displayed on the Request details page, even if no worker group has been assigned.
     • When disabled:
       • Users cannot select a Responsible worker group when creating a request using the Compact dialog.
       • The Responsible worker group field is displayed on the Request details page only if a worker group has already been assigned to the request.
   • To require users to select a Responsible worker group when creating a request using the Compact dialog, enable Responsible group mandatory for the required user or user group. This is an optional setting and applies only when Responsible group modification is enabled.
3. If you use the request page structure (wizard), add the Responsible worker group field to the page structure. You can also configure the field as mandatory.

Note:

• The page structure controls whether the Responsible worker group field is available when creating or editing a request.
• The Responsible group modification module configuration controls whether the Responsible worker group field is displayed on the Request details page.

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 (see screenshot 01), search for and select the asset you want to create a request for. You can search for assets in three ways: by typing information related to the asset, searching by scanning, or selecting an asset from the asset tree. Either:
   • Enter the complete asset ID, or enter part of the ID to make a more general search. Example: To find asset ID "C0002", you can enter C00 or 02 in the search string, or
   • Select the QR code icon to search for an asset using a QR code or barcode, or
   • Select the Asset tree icon next to the search field to find an asset based on its functional location from the asset tree.
3. Proceed by selecting the asset that you're creating the request for. Information about Asset name and Functional location is automatically inserted.
4. If a request already exists for the selected asset, a message is shown indicating that an existing request is already registered for the asset. You can review the message and decide whether to continue creating the request (see screenshot 02).
5. In the Description field, enter a description for the request.
6. Enter additional notes in the Notes field, if applicable.
7. If the Responsible worker group field is available, select the responsible worker group for the request (see screenshot 03).
8. Select a Request type.
9. Select a Service level/Priority.
10. In the Trade field, you can edit the job trade. View the documentation here to set it up.
11. 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 > Maintenance downtime.
12. In the Attachment field, select Add Attachment to add an attachment. View more in the article Add an Attachment.
13. In the Faults field, select Add Fault to add a fault. View more in the article Add a Fault Registration.
14. 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.

01: The 'Create request' screen.

02: The 'Create request' screen with asset selected, where the asset already has an active maintenance request.

03: Additional fields on the 'Create request' screen.

Create a Default Service Level/Priority

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

1. To use the functionality, go to Asset management/Enterprise asset management > Setup > Asset service levels priority.
2. From here you can specify asset 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 > Model > Manufacturer > Asset 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.

Create Request Wizard

The create request wizard allows you to display the request creation screen as a multi-step wizard in mobile instead of the standard compact view. In wizard mode, the request page is split into slides where fields are grouped under headers. You can also add custom questions that users must answer when creating a maintenance request.

The wizard structure is configured in Dynamics 365 Finance and Operations and becomes available in mobile when the corresponding user configuration is enabled.

Create the Structure for the Request Wizard Page

To create the structure for the request wizard page:

1. Go to Dynaway mobile > Setup > Page structure > Create request page structure.
2. On the Create request page structure page (see screenshot 01), click Populate defaults to generate a default page structure.
3. Add rows to define the wizard structure. In the Type field, select the required type:
   • Header: Creates a new slide in the wizard.
   • Field: Adds a request field to the wizard.
   • Question: Adds a custom question.
4. To make a field or question mandatory, enable the Mandatory option for the required type.
   • Note:
     • Some fields cannot be unchecked because they must always be filled in.
5. Arrange the rows in the required order by updating the line numbers.
   • Note:
     • Each field can only be added once in the structure.
     • If you move a field after another field that depends on it, an error is shown. For example: Fault cannot appear before Asset, because faults require an asset to be selected.
6. After adding all the required details, click Save.
7. You can add any number of questions. If questions are answered, the question title and answer are added to the Notes field of the request.

01: The 'Create request page structure' page.

Enable Wizard Mode for Creating Requests

To enable the wizard view when creating requests:

1. Go to Dynaway mobile > Setup > Module configuration and navigate to Work execution > Maintenance requests.
2. On the Create request page view configuration page (see screenshot 02) to enable the wizard view for the user, select the user or user group.
3. To define the view to display when creating maintenance requests (compact or wizard), in the Parameter value field, select Wizard for wizard view, or Compact for standard view. If you select Compact, the Create request page is shown as the standard single-page form.
4. Click Save.

01: The 'Create request page view' module configuration page to enable 'Wizard' view.

Create Request Using the Wizard

To create a maintenance request using the wizard in mobile:

1. From the Work execution app, navigate to Requests.
2. On the Request lists page, click Create request.
3. If the Create request page view user configuration is set to Wizard and the wizard structure is configured, the Create request form is displayed as a wizard with input fields grouped under headers (see screenshot 01). Each header defines a slide in the wizard, and the fields listed under the header are displayed on that slide.
4. If the user configuration is set to Compact, the standard Create request form is displayed.
5. Enter the required information on each slide and click Next to move to the next slide.
6. After you fill in all the details, the last slide displays the Summary page (see screenshot 02). Review the entered information and click Save.
   • Note:
     • If the wizard consists of only one slide, the Summary page is not shown.
     • If mandatory fields are missing, a message is shown when you try to create the request.
7. The maintenance request is created.

01: Sample of the 'Create request' wizard slide with the number of slides displayed, and the navigation option to next slide.

02: The 'Summary' slide (if applicable) of the 'Create request' wizard.

View/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 line to view information about the asset. 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 asset 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'.

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).

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.

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.

02: 'Attachments' page when there are already attachments for the request.

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.

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 section, information about asset 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.

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.

Manage Execution Mode for Requests

Execution mode allows you to classify how a request is intended to be executed. You can set the execution mode while creating or editing a request and view it on the request details page. When a work order is created from a request, the selected execution mode is copied to the create work order dialog. Setting Execution mode is optional. This feature supports planning and execution but does not enforce how the request must be executed.

Prerequisites

• This functionality requires a valid license.
• Ensure that the feature Dynaway - Execution mode is enabled in System administration > Workspaces > Feature management.
• Execution modes must be defined for the relevant asset types in D365. You can view the detailed setup in the section Set Up Execution Modes. Note that the Execution mode values are controlled in D365 and cannot be created or edited from the mobile application.

Set execution mode when creating a request

To set execution mode when creating a request:

1. Open the Work execution app, navigate to the Requests module.
2. On the Request lists page, click Create request.
3. On the Create request page (see screenshot 01):
   • Select an asset for the request, and add details in the fields as applicable.
   • Scroll down to the Execution mode field and select a value.
4. Save the request.
5. Once the Execution mode is set, you can view it on the Request details page (see screenshot 02) by scrolling to the Execution mode section.
   • Note:
     • Available execution mode values depend on the selected asset type.
     • When a work order is created from a request, the Execution mode value from the request is copied to the Create work order dialog.
     • Requests without an execution mode defined will not show a value.

Edit execution mode on an existing request

To edit the execution mode on an existing request:

1. Open the Work execution app and navigate to the Requests module.
2. Open an existing request.
3. On the Edit request page (see screenshot 03), update the value in the Execution mode field, and save the request.

01: 'Create request' page with the 'Execution mode' field.

02: 'Request details' page with the 'Execution mode' set.

03: 'Edit request' page with the 'Execution mode' field.