Instructor Note
For this module, add the Service responsibility to MFG user. From within Forms:
1. Switch Responsibility > System Administrator
2. Users
3. Add the Service responsibility.
Oracle Service Integration Overview
Service Request functionality provides organizations that utilize call centers the tools necessary to capture and track maintenance Service Requests. You can create Service and Work Requests on both eAM capital assets and rebuildable inventory and both request types can simultaneously exist within one eAM organization. Service Requests for eAM maintenance are classified as type Asset Maintenance and Service Requests that are created as an Asset Maintenance type are directed to and viewable within eAM. You can view a maintenance Service Request’s work in progress and associated eAM Work Orders’ pertinent information within Oracle Service; use the Work Order tab within the Service Requests window. You can optionally customize a workflow to send Service Request notifications, such as sending a notification to a maintenance planner that a Service Request was created for an asset. An eAM work page enables easy review of all eAM maintenance Service and Work Requests. You can create maintenance Work Orders from the Service and/or Work Requests, or associate the requests to existing Work Orders.
(Help) Maintenance Applications > Oracle Enterprise Asset Management > Enterprise Asset Management User > Oracle Service Integration > Oracle Service Integration Overview
Setting Up eAM Service
Use Service Requests to report and request maintenance service for unplanned maintenance demand on internal assets and rebuildable items. Service Requests classified as type Maintenance are used to identify requests for eAM maintenance. For example, when an employee notices that a printer is broken, they can create a Service Request, even though a technician is scheduled to regularly check the printer monthly. You can create both Service and Work Requests for capital assets and rebuildables, simultaneously, within one eAM organization.
If a valid asset or rebuildable serial number is entered on the Service Request, the respective serial number's owning department defaults, and the Service Request is visible within the eAM Maintenance Workbench. The Owning Department can then approve the Service Request and create a Work Order, or reject the Service Request and notify the Service Request owner to cancel it. However, customers or employees who report problems are often not aware of the asset or rebuildable's serial number requiring maintenance. In this situation, a default department is used as the Owning Department. You may customize an eAM Workflow process to identify appropriate default owning departments and department approvers. Within Oracle Service, an agent can create a request for maintenance, provide a problem summary, and provide any additional information, such as an incident address or notes.
A planner creates a Work Order and then releases it to execute. The planner can choose to create one or multiple Work Orders for a single Service Request. When a Work Order is complete, the Service Request owner updates the Service Request status to Closed.
A support agent can view all Work Order information for each Work Order created for a Service Request. You can create eAM Work Orders for Service and/or Work Requests, or associate requests to existing Work Orders.
You can customize a workflow process that creates notifications to eAM personnel that indicate Service Requests requiring work and approval.
Note: Oracle Service must be installed to utilize Service Request functionality.
(Help) Maintenance Applications > Oracle Enterprise Asset Management > Enterprise Asset Management Administration > Setting Up > Service Integration Setup
Creating Maintenance Service Request Types
Within Oracle Service, create at least one Maintenance Service Request Type. You can define multiple Service Request Types, if necessary.
To create a Maintenance service request type:
1. Navigate to the Service Request Type window.
2. Enter the name of the Service Request Type.
3. Select Customer Support, from the Business Process list of values.
4. Select effective dates for this request type.
5. Select the Asset Maintenance check box to indicate that this Service Request Type is of type Maintenance (viewable in eAM). Maintenance Type Service Requests are viewable in eAM.
6. Save your work.
(Help) Maintenance Applications > Oracle Enterprise Asset Management > Enterprise Asset Management Administration > Setting Up > Service Integration Setup > Creating Maintenance Service Request Types
Enabling Service Requests for Capital Assets and Rebuildable Inventory
To set up Service Request functionality for Asset and Rebuildable Serial Numbers, enable Asset Groups and Rebuildable Items for Service Requests, respectively.
To enable Service Requests for asset groups and rebuildable items:
1. Navigate to the Master Item window.
2. Select an Asset Group or Rebuildable Item.
3. Select the Service tab.
4. Select Enabled from the Service Request list of values.
5. Save your work.
(Help) Maintenance Applications > Oracle Enterprise Asset Management > Enterprise Asset Management Administration > Setting Up > Service Integration Setup > Enabling Service Requests for Assets and Rebuildables
Creating Service Requests
Call center operators can create a Service Request within the Service Request window. Call center operators can also view the details of associated maintenance Work Orders, within the Work Orders tab. They can relay this information to the customer, as needed.
To create a service request:
1. Navigate to the Service Request window (Service responsibility).
2. From the Folder menu, select Open. Select the Folder that displays Enterprise Asset Management (eAM)-specific fields.
3. Select a Contact Type. Valid values are Customer and Employee.
4. Select a Customer Type.
5. Select an eAM enabled Inventory Organization.
6. Select a maintenance request Type.
7. Select an Open Status.
8. Select the request Severity.
9. Within the Workbench tab, enter the Problem Summary.
10. In the Notes region, select a note Type.
11. Enter the Description of the note type.
12. Save your work.
(Help) Maintenance Applications > Oracle Enterprise Asset Management > Enterprise Asset Management User > Oracle Service Integration > Creating Service Requests
Enabling eAM-Specific Fields
The Service Request window enables a customer support agent to view pertinent information for an entered Service Request, such as associated Work Orders and their statuses. It is necessary to have this important information visible at all times, within the Service Request window. You can customize which fields and records appear.
Utilize Oracle's folders functionality to ensure that key eAM-specific fields are visible for maintenance Service Requests. By default, eAM specific fields are hidden. This folders feature provides you a user-defined display of retrieved information, such as:
Columns displayed
Width of columns displayed
Sequence of columns
Prompts associated with columns
Sequence of records
You can prevent users from creating or modifying folders with profile option, FLEXVIEW: ALLOW_CUSTOMIZATION.
To display eAM-specific fields in the Service Request window:
1. Navigate to the Service Request window.
2. From the Folder menu, select an existing, or create a new, Folder definition.
3. Save your work.
Instructor Note
For more information on how to customize, refer the students to: Customizing the Presentation of Data in a Folder, Oracle Applications User's Guide and Oracle Applications Workflow
(Help) Maintenance Applications > Oracle Enterprise Asset Management > Enterprise Asset Management Administration > Setting Up > Service Integration Setup > Enabling eAM Specific Fields
Refer to Practice Setting Up eAM Service [LAB1B9FY]
Service Requests and eAM Work Orders
Using the Maintenance Super User responsibility, you can create Work Orders from Service Requests, or associate a Service Request with an existing Work Order. Because more than one Work Order might be needed to complete a Service Request issue, a Service Request can associate with multiple Work Orders. Because Service and or Work Requests can be used to report the same maintenance problem, Service and Work requests can associate with the same Work Order. The Show and Hide functionality let you display details of a Service Request.
To create a work order from a service request:
1. Navigate to the Work Orders tab (Maintenance Super User responsibility).
2. Select the Requests sub-tab.
3. Populate at least one of the following fields:
If you know the specific Service Request number to view, select a Request Number.
To narrow your selection, select an Asset Type. If you select Capital, Service and Work Requests that are created for Asset Numbers appear. If you select Rebuildable Inventory, Service and Work Requests that are created for Rebuildable Items appear.
Select an Assigned Department.
Select a Status.
Select an Asset Number to search for related Service Requests and Work Orders.
4. Choose Go.
5. To create a Work Order associated with the current Service Request, choose the Create Work Order icon.
6. Enter the required Work Order information.
7. Choose Apply.
8. To assign an existing Work Order to the current Service Request, choose Assign Work Order.
9. Query for existing Work Orders.
10. Choose the Assign icon next to the Work Order(s) you wish to associate with the current Service Request.
To obtain service requests using the advanced search:
1. Navigate to the Work Orders tab.
2. Select the Requests sub-tab.
3. Choose Advanced Search.
4. Populate at least one of the following fields:
To narrow your selection, optionally select an Asset Type. If you select Capital, Service and Work Requests that are created for Asset Numbers appear. If you select Rebuildable Inventory, Service Requests that are created for Rebuildable Items appear.
Select an Asset Group. An Asset Group is a grouping of similar Asset Numbers.
Select an Asset Number to search for related Service Requests and Work Orders.
Select an Asset Category. This is the Class and Subclass code, such as CRANE.OVERHEAD or BUILDING.FLOOR.
Select an Add Another value.
Select Area. This is a user-defined listing of logical areas of work. Areas are where the assets reside. For example, North Plant, East Wing, or Area 1.
Assigned Department to view all Service Requests associated with a specific department.
If you know the specific Service Request number to view, select Request Number.
Select Request By Date.
Select a Status.
Select a Priority.
Select Request Type. Request Types describe and categorize Service Requests. For example, Manual, System, Routine, Capital, and Furniture. Service Request Types are user-defined.
Select Work Order to display all Service Requests associated with that Work Order. An unlimited number of Service Requests can associate with a Work Order.
Select Creation Date to view Service Requests created on a specific date.
Select Created By to view Service Requests created by a specific user.
Select Requested For to view Service Requests requested for a specific user.
Select Include children from hierarchy. If Asset Number is populated and Yes is selected, then Service Requests for the Asset Number and all of its children appear. If Asset Number is not populated and Yes is selected, all Service Requests in the system appear. If Asset Number is not populated, Yes is selected, and additional criteria are entered, this additional criteria is ignored; all Service Requests in the system appear.
5. Choose Go.
(Help) Maintenance Applications > Oracle Enterprise Asset Management > Enterprise Asset Management User > Oracle Service Integration > Service Requests and eAM Work Orders
