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Sample Workflow Steps for Corrective Maintenance

Viewing workflow steps in the HQ project

When designing Service Level Agreements (SLAs) or when working through the workflow steps that an SLA creates, you might find it helpful to see examples of these steps. The HQ sample data that comes with your installation has data that illustrates these steps.

Work Request Status / Workflow Step Description Log on to see this step
Status: Requested - Look in this status grouping for the following actions.  
Approval When a request has the Requested status, the SLA might require that the work have an edit and approve step before it can proceed to the next step in the workflow. An Edit and Approve step enables the approver to change information for the work request before approving it, so that the work can be assigned to the correct work team.  
Approval confirmation The SLA might require that a work request needs a confirmation approval. This approval does not include the ability to edit the work details. Confirmation approvals can be manager approvals, facility approvals, or financial approvals. This might be the only approval defined for work requests of this type, or it might be in addition to an edit and approve step. ABERNATHY / afm
Assign

If your deployment has opted to use work orders to group your work requests, then requests have the Assign button once they are approved. The Assign action guides you through the steps of assigning the work requests to a word order. The Assign action is not available from the Maintenance mobile app.

If the SLA is defined to Auto Create Work Orders, then the Assign button is not needed for this work. Rather, the work request automatically receives the Assigned to Work Order status.

  
Status: Approved or Assigned to Work Order Look in this status grouping for the following actions.  
Estimate

For all approved work requests, you can estimate the trades, parts, and other costs that the work requires. The Estimate step is available for all approved work, but it will be required if the SLA has defined it to be.

  • Maintenance Console: if the Estimate button has a star, the step is required.
  • Maintenance mobile app: if you try to issue the work request before you have completed a required estimation step, a message lets you know that the estimation must be done.

You will see the Estimate button for requests that are Approved or Assigned to a Work Order (if your deployment is using work orders.)

 AFM
Schedule

For all approved work requests, you can schedule craftspersons and tools. The step is available for all approved work, but it will be required if the SLA has defined it to be.

  • Maintenance Console: if the Schedule button has a star, the step is required.
  • Maintenance mobile app: if you try to issue the work request before you have completed a required scheduling step, a message lets you know that the scheduling must be done.

You will see the Schedule button for requests that are Approved or Assigned to a Work Order (if your deployment is using work orders.)

AFM
Estimation approval (confirmation) If the SLA specifies that a work request must have an approval that confirms the estimate for this work request, then the work request has an Approve button in addition to the Estimate button. The Approve button is always visible, but is not enabled until the Estimate step has been completed. ABERNATHY / afm
Schedule approval (confirmation) If the SLA specifies that a work request must have an approval that confirms the schedule for this work request, then the work request has an Approve button in addition tot he Schedule button. The Approve button is always visible, but is not enabled until the Schedule step has been completed. ABERNATHY / afm
Cancel

You can cancel work that is approved or assigned to a work order. This terminates the workflow for the request, so it is a permanent action.

 AFM
Issue

Once the required steps have been completed, the work request has the Issue button. You issue work when the work is ready to begin. If you did not schedule the work, a step in which you assign it to a specific craftsperson, when you run the Issue action, the work is assigned using the dispatch method defined in its SLA (such as dispatch to a specific supervisor, work team, or dispatcher).

AFM
Status: Issued - Look in this status grouping for the following actions.  
Hold You can put an Issued request on hold due to lack of parts, labor, or access. The work can then be completed if you are able to finish the work, or it can be stopped if you determine that it is not possible to complete the work. AFM
Stop If you decide to discontinue the work after it has been issued, you can stop the work. This is a permanent action that terminates the workflow for this request. AFM
Update You can update a work request, so that it has accurate values for the number of hours, parts, tools, and costs. A supervisor is able to make updates until the request is closed. AFM
Complete Once a job is finished, and a craftsperson or a supervisor has updated the work with the hours worked and number of parts used, a supervisor marks the work as completed. This removes the work from the craftsperson's queue, and the work is no longer included in reports that count open work requests. This step is important to ensure that the craftsperson's queue includes only active work, and that reports show accurate counts of work by its status. AFM
Status: Hold - Look in this status grouping for the following actions.  
Update When you are able to resume work on a request that has been put on hold, you can update the work request to specify how much time you spent, and the number of parts used. AFM
Complete When you have resumed and finished work that has been on hold, you can mark the work as completed. The work no longer appears in the craftsperson's queue, but it appears in the supervisor's queue so that the supervisor can verify it, (if required by the SLA) and close it, so that the request is archived.. AFM
Status: Complete - Look in this status grouping for the following actions.  
Verify

The SLA determines if work needs to be verified. When supervisors see the Verify button for a work request in the console, it means that they must perform this step, as the Verify button only appears if this step is required. If a verify step is required, after the work request is completed, it is shown in the supervisor's queue with the Verify button.

Verify is not available when using the Maintenance mobile app.

 AFM
Close To archive work requests, the supervisor runs the Close button. If the work must be verified, the Close button does not become active until the Verify step has been done. After you close a work request, it no longer appears in the console. The work is archived, so its data can be used to summarize closed work. AFM