Maintenance · Daily operations · 7 min read

Report an issue and handle maintenance requests

Report a fault, then review, approve or reject the request and turn it into a work order.

Before you begin

• To report, you need the report permission (maintenance.request.create).
• To review, approve, reject or close you need maintenance.request.approve. To turn a request into a work order you also need maintenance.workorder.create.
• The request should name an asset. You can report without one, but a request with no asset cannot be approved or converted.

Report an issue

1. Open Maintenance > Maintenance > Maintenance Requests (or use Report Issue on the dashboard).
2. Click Report Issue.
3. Choose the Asset. Leave it empty only if you do not know which asset is at fault.
4. Type the Issue in a few words, for example Chiller tripping on high pressure.
5. Set Priority (Low, Normal, High, Urgent) and Severity (Low, Medium, High, Critical).
6. Choose the Maintenance Type. Use Breakdown if the asset has stopped.
7. Choose the Source (Manual, Employee ESS, Helpdesk, Production, Fleet, Project, API).
8. Fill in Location and Description if the company asks for them.
9. Click Submit Request.

The request gets a number (MR-00001 style), status New, and takes the asset's location if you left it blank. Clicking Submit twice quickly creates only one request.

Review and decide

1. Open the request from Maintenance Requests. The stage bar shows New, Review, Approved, Work Order Created, Closed.
2. Click Review to mark that you are looking at it.
3. Click Approve to accept it. You can add a short note. If the asset is missing, the system answers 'Say which asset it is about before approving it.'
4. To refuse it instead, click Reject, type the reason and confirm. An empty reason is refused with 'Say why it is rejected.'

Approval and rejection record who decided and when, with the note, in the request and in History.

Turn a request into a work order

1. On an Approved request click Create Work Order.
2. Choose a Team and a Technician if you know them.
3. Click Create.

What happens next

• A new work order in Draft is created. Issue, description, priority, type and source are copied; the source reference is the request number. The technician, if chosen, is notified with 'WO-... assigned to you'.
• The request moves to Work Order Created and links to the job through a smart button.
• When the work order is closed, the request closes by itself.
• A rejected request can be closed with Close. No work order exists for it.

Good to know

• If the company has switched off Requests need approval before a work order is made (Maintenance Settings), a New or Review request can be converted directly. With it on, converting an undecided request gives 'Approve the request before making a work order from it.'
• Once decided, a request cannot be edited ('A request is changed only before it is decided.'). Reject it and report again, or put the correction in the work order.
• Requests also arrive from other places: a failed inspection, a failed calibration and a condition alert each raise one automatically.
• The system does not stop one person from reporting and approving the same request. Give approval to someone else, so a second person always checks.

Next: Create and assign work orders.