Service Codes screen - HxGN EAM - Version 11.07.01 - Feature Briefs - Hexagon

The Service Codes screen plays a central role in the HxGN EAM call center functionality. It functions both as a template work order, a template case or if needed as both. This screen has the following important attributes:

1. Service Code—Unique identifier of the service.

2. Description—Enter a description for the service. If still blank and you select a Standard WO that description will default.

3. Temporary Fix Turnaround—The usual time it takes to have a temporary fix for the problem. Value is translated in a date/time on the service request and work order.

4. Permanent Fix Turnaround—The usual time it takes to have a permanent fix for the problem. Value is translated in a date/time on the service request and work order.

5. Standard Response Time—The allotted time to handle the service request. Value is translated in a date/time and placed in Deadline on the service request.

6. Equipment Usability—‘State’ of the equipment when this service code is selected. You can define these codes on the Call Center Setup screen on the Equipment Usability Codes tab. Copied to the service request from here.

7. Penalty—Please note the earlier remark on penalties in this document. Value selected will be copied to the service request from here.

8. For Follow-up—Service codes can be pre-defined to have a follow-up. You may want to do an inspection and make sure everything is handled correctly on the original work order and therefore create a follow-up work order for that inspection. This checkbox designates a service code to be a follow-up service code. To prevent recursive references service codes designated for follow-up cannot have follow-up details themselves anymore.

9. Follow-up Service Code—Service code that will be used to create the follow-up work order. Only service codes where For Follow-up is selected will be listed here.

10. Follow-up Timing—Determines when the follow-up work order will be created. There are 4 options:

    1. No follow-up Work – Follow-up work order will not be created even though Follow-up Service Code may be populated.

    2. Service Request Follow-up – Follow-up work order is created when the service request status moves to follow-up for the first time.

    3. Work Order Completion – Follow-up work order is created when the originating work order is completed.

    4. Work Order Creation – Follow-up work order is created simultaneously as the originating work order is created.

11. General—Service Code is available if selected. This checkbox will automatically be unselected if records are added on the Equipment Classes tab.

12. Equipment—Normally you will select specific equipment on the Call Center screen. But you could use this field in scenarios where no true equipment has been defined, and you want a dummy equipment populated on the service request. For example, a dummy equipment ‘All Addresses’ to represent all addresses in your city. You can also use this if there is only one piece of equipment for this service code.

In the Work Order Details section, you will find relevant control fields to create a work order for the selected service code on the Call Center screen. The following fields can be used to create a follow-up work order.

1. Standard WO—Standard work order template for the follow-up work order.

2. WO Type—Type of the follow-up work order.

3. WO Class—Class of the follow-up work order.

4. WO Priority—Priority of the follow-up work order.

   Type, Class and Priority are also available on the standard work order itself. If supplied here, they will supersede the value selected on the standard work order.

5. WO Status—Status of the follow-up work order.

6. Task Plan—Task Plan of the work order activity. This field will only be used if Standard WO is blank, meaning the standard work order has precedence. This Task Plan may include Jobs and Plan Labor.

7. Job Plan—You can select a certain Job within the selected Task Plan. Only available for certain Task Plans. Rather than all jobs of the task Plan, the created work order will only have the selected job attached.

8. Trade—Trade of the activity. Not used if a standard work order is supplied or if the entered Task Plan is enabled for enhanced planning.

9. Estimated Hours—Estimated hours for the activity. See also additional remark under Trade.

10. People Required—People required for the activity. See also additional remark under Trade.

11. Auto Create WO—If selected and this service code is attached to the service request on the Call Center screen, the system will create the work order immediately when the service request is saved. Only applicable for inserts, not for updates of the service request.

In the Case Management Details section, you will find control fields all relevant to creating a case from the service code. For details on most of these fields, see the HxGN EAM Case Management white paper. The following fields are important:

1. Case Type—Select the case type. If this field is blank, the service code will not be considered a case management template and therefore cannot be selected on the Case Management screen.

2. Auto Request Case—If selected when a service request is created on the Call Center screen using this service code, then the system will automatically create the case record as well. Otherwise, the user can still manually create the case from the Call Center screen. Similar functionality exists on the Work Orders screen if the service code is selected.

The Service Codes screens has the regular custom field capability, but also shows the work order custom fields. These will be copied to the service request when the service code is selected.

The Service Codes screen has the following tabs:

1. Case Tasks—Define template tasks for a case. Certain cases may occur more than once and if the same procedure must be followed to handle the case, predefining tasks with associated comments and documents could save time when creating the case.

2. Equipment Classes—Associate Classes, Categories or Equipment to a service code. This will unselect the General checkbox and will limit the service code availability to only the identified classes, categories and equipment.

   The data entered on this this tab is only used to verify if the service code is relevant for the equipment if the Service Code Validation is set equal to Simplified SDM. For both other validation settings this tab is not used.

3. Suppliers—Associate all suppliers that deliver this service. This tab forms the foundation for the Simplified SDM validation method. So, if the service code is related to plumbing activities, you associate the plumbers here, and you do not associate suppliers that do IT support activities.

   There is a Service Codes tab on the Supplier screen as well.

4. Equipment—Associate equipment where this service is delivered. This is where you define the matrix for Simplified SDM. So, if the equipment is a building, you may associate it to the plumbing service, but if it is a vehicle, there is no need. (Unless the vehicle is an RV I guess).

   There is a Service Codes tab on the Equipment screen as well.

5. Supplier Exclusions—Suppliers that perform certain services may not always supply that service everywhere. For example, a plumber will do a bathroom renovation at a building on the far side of town but will not come out that far for a leaking faucet. That exception can be recorded on this tab.

   There is a Supplier Service Codes tab on the Equipment screen as well where you can see the supplier / service code matrix and where you can identify and maintain these exclusions as well.