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| Illustration 1 | g06015306 |
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Typical example of the "Work Order Report" page | |
The WO list page allows the user to view all WOs that match the specified filters. Filters can be set by clicking the "Filters" link on the top of the page. The WO List page contains several details about the WOs in the list including: WO number, serial number, client/region/cluster, priority, status, failure category, days open.
The WO List page is also used to alert the field service team what services are needed and with what priority. Typically the regional staff schedules local visits. In addition, the page is utilized by the NOC to track part replacements and failure patterns. Service requests that are pending due to a customer or site-related issues can also be tracked by the status. Field statistics including number of site visits and average WO open time can be generated as well by exporting the results to a CSV file.
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| Illustration 2 | g06015314 |
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Typical example of the "Work Order Entry and Edit" page | |
The "Work Order Entry" page allows the user to create and edit a work order. To create a work order, click the "New" button on the "Work Order List" page. To edit an existing work order, click the respective work order link.
The "Entry" page has two main user types: field service staff and the NOC.
The field service staff is responsible for adding all work order related details, parts, files, and photos. The NOC is responsible for creating the initial work order, auditing the details on work performed, and closing the work order.
A new work order has several fields that are required before saving. These fields are the serial number, priority, status, and failure category. The work order can be assigned to users in the user database and files can be added for troubleshooting guidance.
During or after the service visit, the work order is updated so that all details surrounding the symptoms and resolutions are saved. The user can add files and photos, add parts and define a specific action that was taken to solve the issue. There is also an open text box available for inputting other information.
Refer to Table 1 for work order priority.
| Work Order Priority | Definition |
|---|---|
| 1 | Customer complaint, unsupported outage, runtime is equal to zero |
| Customer complaint, unsupported outage, runtime is greater than zero | |
| 2 | Unsupported outage, runtime is equal to zero |
| Unsupported outage, runtime is greater than zero | |
| 3 | A detected fault that will most likely cause an unsupported outage due to insufficient power (based on average site load). Immediate CL/LVD, runtime is equal to zero |
| A detected fault that will most likely cause an unsupported outage due to insufficient power (based on average site load). Immediate CL/LVD, runtime is greater than zero | |
| 4 | Unit is determined to still have spec-capable performance, but shows faults |
| Preventative maintenance |
To add a part to a work order, click the "Add Parts" button. The following fields are to be filled out while in the "Add Part" window:
- Quantity
- Failed part and failed part serial number
- Replacement date
- Reason for replacement
- New part and new part serial number
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| Illustration 3 | g06015324 |
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Typical example of the "Add Parts" screen | |