This chapter presents an overview of problem, cause, and resolution (PCR) setup and tracking in Oracle's PeopleSoft Enterprise Maintenance Management and discusses how to:
Set up PCR data.
Create a problem tree for use in service requests.
PCR tracking enables PeopleSoft Maintenance Management users to categorize their work order transactions using predefined problem, cause, and resolution codes. These codes are used to record:
The problem or the nature of the maintenance or repair issue.
The cause or underlying reason for a specific problem.
The resolution or solution to the problem as reflected in the work task detail and overall job content of the work order.
You can link PCR codes in a hierarchy going from problem to cause to resolution and organize them under a user-defined problem group that describes the overall nature of the problem, such as mechanical, electrical, or hardware. After you have categorized work order tasks with PCR codes over a period of time, you can subsequently analyze these PCR code combinations to determine if there are repeatable patterns of occurrences. This information enables you to identify equipment prone to failure, as well as problems that occur frequently. Based on the frequency of the problem, you can decide if you want to set up reusable work order job templates, which predefine the resources needed to solve a problem.
The following table displays examples of user-defined problem group setups:
Problem Group |
Problems |
Causes |
Resolutions |
AUTOMOTIVE |
Brakes Squeal Problem Code = BRAKESQUEAL |
Brakeline - Bad, Contamination Cause Code = BRAKELINE) |
Flush and fill brake fluid. Resolution Code = FF_BRAKEFLUID |
NA |
Oil Leak Problem Code = OILLEAK |
Filter - Bad, Loose, Faulty, Worn Cause Code = FILTER |
Replace/ Repair Filter Resolution Code = RR_FILTER |
NA |
NA |
Oil Pan - Bad or Worn Cause Code = OILPAN |
Replace/ Repair Oil Pan Resolution Code = RR_OILPAN |
NA |
Engine Sluggish Problem Code = ENGSLUG |
Dirty Oil Cause Code = DIRTYOIL |
Drain and Replace Engine Oil Resolution Code = OILCHANGE |
NA |
Overheats – Runs hot. Problem Code = OVERHEAT |
Bearings - Bad, Missing, or Worn. Cause Code = BEARINGS |
Replace and Repack Bearings Resolution Code = RR_BEARINGS |
NA |
NA |
Coolant - Loss, Contamination Cause Code = Coolant |
Flush and Fill Coolant Resolution Code = FF_COOLANT |
NA |
NA |
Filter - Bad, Loose, Faulty, Worn Cause Code = FILTER |
Replace/ Repair Filter Resolution Code = RR_FILTER |
NA |
NA |
Hose - Bad, Loose, Warn, Connection Cause Code = HOSE |
Replace/ Repair Hose Resolution Code = RR_HOSE |
NA |
NA |
Thermostat - Bad, Faulty, Calibration Cause Code = THERMOSTAT |
Replace/ Repair Thermostat Resolution Code = RR_THERMO |
NA |
Tire Wear and Tear Problem Code = TIREWEAR |
Tire - Usage Cause Code = TIREUSE |
Rotate Tires Resolution Code = TIREROTATE |
NA |
NA |
NA |
Replace Tires Resolution Code = TIREREPLACE |
MECHANICAL |
Runs Constantly/Won't Shut Off Problem Code = CONSTANTRUN |
Thermostat - Bad, Faulty, Calibration Cause Code = THERMOSTAT |
Replace/ Repair Thermostat Resolution Code = RR_THERMO |
NA |
Won't Start Problem Code = NOSTART |
Thermostat - Bad, Faulty, Calibration Cause Code = THERMOSTAT |
Replace/ Repair Thermostat Resolution Code = RR_THERMO |
NA |
Overheats – Runs Hot Problem Code = OVERHEAT |
Bearings - Bad, Missing, or Worn. Cause Code = BEARINGS |
Replace and Repack Bearings Resolutions Code = RR_BEARINGS |
Based on the some of the items in the Problem Group setup above, you can create these work order task and work order job templates:
Resolution Code |
Work Order Task Template |
Work Order Job Template |
Work Order Job Template Job Steps (List of Task Templates) |
Resolution Code = FF_COOLANT Flush and Fill Coolant |
Task Template ID = FL_AUTO_FF_COOLANT Fleet - Auto: Flush/Fill Coolant |
NA |
NA |
Resolution Code = OILCHANGE Drain and Replace Engine Oil |
Task Template ID = FF_AUTO_OILCHG Fleet - Auto: Oil Change |
NA |
NA |
Rotate Tires Resolution Code = TIREROTATE |
Task Template ID = FL_AUTO_TIREROTATE Fleet - Auto: Rotate Tires |
NA |
NA |
NA |
NA |
FL_AUTO_3KSERV Fleet - Auto: 3,000 Mile Service |
Step 1: Task Template ID = FL_AUTO_FF_COOLANT Fleet - Auto: Flush/Fill Coolant Step 2: Task Template ID = FF_AUTO_OILCHG Fleet - Auto: Oil Change Step 3: Task Template ID = FL_AUTO_TIREROTATE Fleet - Auto: Rotate Tires |
The implementation of PCR tracking includes:
Setting up PCR codes.
Setting up one or more problem groups.
Optionally associating a resolution code with a work order task and job template to facilitate template lookup.
A problem group consists of three nested scroll levels and is used to establish the logical relationships or links between problems, causes, and resolutions in a series of one-to-many associations. This means that each higher level PCR code can in turn be linked to one or many lower level codes. Specification of a complete chain of problem to cause to resolution codes is optional. If you choose to create a problem group chain:
You can associate problem codes with a problem group.
You can specify a lower level code only if you previously entered a corresponding higher level parent code.
You must enter these values consecutively with no gaps in between them. For example, a cause code must always have a parent problem code, and a resolution code must have a parent cause code.
You can optionally link a problem code that you specified for a problem group to one or more individual cause codes.
You can optionally link each cause code that you specified for a problem group to one or more individual resolution codes.
You can link a problem group definition with one or more asset classification combinations.
When users identify a target asset for a task line on a work order, the system will use the defined type, subtype, manufacturer, and model information of the asset to determine which problem group or groups and subsequent problem, cause, and resolution data should be made available in the prompt lists for these fields.
If a problem group definition is not linked to at least one asset classification combination, it is considered a standalone definition. This occurs when you create a work order or a work order task that does not reference an asset as the object of the work being performed. For example, you can create preventive maintenance work orders based on a location, such as a shop, where the work order task is to take the inventory of a shop on a monthly basis. The problem group might be identified as Other to include miscellaneous problems.
Note. Problem trees are not required for PeopleSoft Maintenance Management unless your organization uses service requests.
Users can enter problem, cause, and resolution codes in a work order up to the point that the work order is closed, enabling them to track and analyze similar problems. For example, a planner or clerk might enter a problem group and problem when the work order is created. Later a technician may add the cause and recommend a resolution in the technician's workbench. Users may also use this functionality to search for an appropriate work order task template to resolve a particular maintenance or repair problem. They may optionally link problem group definitions with various asset classification combinations in order to facilitate their reuse or assignment when entering work orders.
Users may associate work order task template and job template definitions with a specific resolution code to streamline the search for templates that are applicable to a particular problem, cause, and resolution chain. When you want to select either a work order task or work order job template to associate with a work order or work order task, you can search for the template based on the problem group and problem, cause, and resolution codes associated with a template. This work order entry lookup capability is only possible if the resolution code referenced on a particular template definition is linked under a problem group definition as part of a complete problem, cause, and resolution chain.
You can select a problem group, and problem, cause, and resolution codes for work order tasks. It is not necessary to select all four values. However, the system does not permit gaps in the chain of codes. Prompt tables for the various codes ensure that specification of a lower-level code in the chain, such as resolution, is only possible if users enter all higher-level codes (problem group, problem, and cause).
To set up PCR data use the:
This section discusses how to:
Set up a problem code.
Set up a cause code.
Set up a resolution code.
Define a problem group.
Set up asset classification parameters for a problem group.
Page Name |
Definition Name |
Navigation |
Usage |
WM_PROBLEM_DEFN |
Set Up Financials/Supply Chain, Product Related, Maintenance Management, Problem Cause Resolution Setup, Define Problem |
Define a problem code to use for PCR tracking. |
|
WM_CAUSE_DEFN |
Set Up Financials/Supply Chain, Product Related, Maintenance Management, Problem Cause Resolution Setup, Define Cause |
Define a cause code to use for PCR tracking. |
|
WM_RESOLUTION_DEFN |
Set Up Financials/Supply Chain, Product Related, Maintenance Management, Problem Cause Resolution Setup, Define Resolution |
Define a resolution code to use for PCR tracking. |
|
WM_PCR_DEFN |
Set Up Financials/Supply Chain, Product Related, Maintenance Management, Problem Cause Resolution Setup, Define Problem Group |
Define the overall problem group and its underlying hierarchy of problem, cause, and resolution codes, as well as optionally associate a problem group with one or more combinations of asset classification parameters. |
|
WM_GROUP_ASSET |
Click the Asset Classification tab. |
Associate one or more combinations of asset classification parameters with a problem group for PCR tracking. |
Access the Define Problem page. (Select Set Up Financials/Supply Chain, Product Related, Maintenance Management, Problem Cause Resolution Setup, Define Problem.)
Problem Code |
Set up each problem code by setID so that you can apply them to all work orders and service requests. These codes should be understandable to users. |
Status |
Select either Active or Inactive. You can change this field from one value to the other at any time. Note. If you change the status of this code to Inactive, the code's branch, including any underlying codes, is disabled in the Problem Group hierarchy. At that point, the you can either delete the obsolete branch, or retain it in case you change the status of the code back to Active. |
Description |
Enter a description that is clear and meaningful to users. |
Access the Define Cause page. (Select Set Up Financials/Supply Chain, Product Related, Maintenance Management, Problem Cause Resolution Setup, Define Cause.)
Cause Code |
Set up each cause code by setID so that you can apply them to all work orders and service requests. Make sure the code is understandable to users. |
Status |
Select either Active or Inactive. You can change this field from one value to the other at any time. Note. If you change the status of this code to Inactive, the code's branch, including any underlying codes, are disabled in the Problem Group hierarchy. At that point, you can either delete the obsolete branch, or retain it in case you change the status of the code back to Active. |
Description |
Enter a description that is clear and meaningful to users. |
Access the Define Resolution page. (Select Set Up Financials/Supply Chain, Product Related, Maintenance Management, Problem Cause Resolution Setup, Define Resolution.)
Resolution Code |
Set up each resolution code by setID so that you can apply them to all work orders and service requests. Make sure the code is understandable to users. |
Status |
Select either Active or Inactive. You can change this field from one value to the other at any time. Note. If you change the status of this code to Inactive, the code's branch node is disabled in the Problem Group hierarchy. At that point, you can either delete the obsolete node, or retain it in case you change the status of the code back to Active. |
Description |
Enter a description that is clear and meaningful to users. |
Access the Define Problem Group page. (Select Set Up Financials/Supply Chain, Product Related, Maintenance Management, Problem Cause Resolution Setup, Define Problem Group.)
Problem Group |
Enter a value for a Problem Group in the Add a New Value page. Make sure that it is understandable to the user. |
Status |
Select this problem group status as Active or Inactive. |
Description |
Enter a description that is very clear to users. |
Problems
Problem Code |
Select a code to associate with this group. Note. When you select a problem code, you do not have to select a cause or a resolution code. You can add more than one problem code to a problem group. |
Cause Code |
Select a possible cause for the problem. You can associate more than one cause with a problem. Note. You do not have to enter a cause code. |
Resolution Code |
Select a possible resolution for this problem. You can associate more than one resolution with a problem. Note. You do not have to enter a resolution code. |
Access the Asset Classification page. (Select Click the Asset Classification tab in the Define Problem Group component.)
Asset Type |
Select an asset type from the drop-down list. |
Subtype |
Select a subtype based on the selected asset type. Asset subtypes are set up in PeopleSoft Asset Management. |
Manufacturer and Model |
Select a manufacturer and select a model. Note. Manufacturers are set up in the Procurement, PeopleSoft Purchasing set up options. You can link models to these manufacturers using the Manufacturer Model Relation in the same location. |
Status |
Select either Active or Inactive to control the status of the Problem Group, not just the asset classification. |
To set up a problem tree, use the Problem Tree (WM_PROBLEM_TREE) component.
This section discusses how to create a problem tree.
Service requests enable non–maintenance users to request service for an organization's assets without having to know how to enter work orders, as well as know to whom they should submit the service request. Of key importance is the user's ability to identify the problem. The service request guides the user, by means of a single page or a wizard through selecting the options that are necessary to complete the request. The user's selections lead to a specific problem identification. The specific problem is then linked to key work order definition parameters. The problem tree defines a hierarchy which organizes the problem group, asset search fields, location fields, roles, and work order default fields. For example, if the selected problem group is Mechanical at a top-level node, it applies to all lower-level nodes until the system encounters a new problem group at a lower level. If the requester selects a specific problem and the bottom-level problem group value is Electrical, the system overrides the Mechanical problem group with this new value. The system performs an edit to ensure that most of the default fields were entered at some level in the tree. If you enter a bottom level node and no default field was specified at the current level or any level above it, an error displays. This ensures that when you create a service request, values appear in all of the required fields.
Note. You can have as many levels as you want in a problem tree; however, we recommend 3 to 5 levels.
Problems are organized in a tree-like structure in order to prompt you for each problem category from general to specific. You do not see a tree graphic, but instead are prompted to make a series of decisions, each one representing a level in the tree on the Problem Tree page. The system stores the problem category tree structure in a single table with each problem or category pointing to its parent category.
You link problem groups to asset classifications directly in the Define Problem Group component. The Problem Tree component and work order-related components use this linkage. For example, if, while adding a problem category in the problem tree, you enter a problem group, then you can only enter asset classification fields in the Problem Tree page that are associated with the problem group. If you leave the problem group blank, you can enter any asset classifications. Furthermore, the system copies the problem group to a work order created from a service request, but the system does not copy the asset classification fields. Asset classification fields in the problem tree only drive the asset search when a user creates a service request.
A smart tag is a tag number, which is used to identify assets and is subdivided into groups of characters where each group represents a particular attribute of an asset. For example: C4BFGMTR0002 – where C4 represents "combustion turbine 4", BFG represents "boiler flue gas system", MTR represents "motor", and 0002 represents a sequential equipment number. In Maintenance Management, smart tag number coding (smart tags) can be used when selecting each level of a problem tree to narrow down the list of eligible service request assets.
As successive levels of the problem tree are selected when entering a service request, the string of codes that make up the tag number is narrowed down. Next, when the user invokes the asset search from the service request, the coded string is passed to the tag number search field and returns a small number of relevant assets. This allows users to quickly find the assets that are relevant to the problem being reported. While a method already exists to narrow down assets using the asset classification (asset type, subtype, manufacturer, model), smart tags allow for more flexibility and fine-tuning. Both methods are optional and may be used alone or together in combination. Unlike asset classification, which carries much functionality across service requests and work orders, smart tag functionality is restricted to service requests.
See Scenarios for PeopleSoft Enterprise Maintenance Management.
See Understanding Service Request Creation and Use.
Page Name |
Definition Name |
Navigation |
Usage |
WM_PROBLEM_TREE |
Set Up Financials/Supply Chain, Product Related, Maintenance Management, Problem Cause Resolution Setup, Problem Tree. |
Define each problem category and show the relationship between the problem category levels. |
Access the Problem Tree page. (Select Set Up Financials/Supply Chain, Product Related, Maintenance Management, Problem Cause Resolution Setup, Problem Tree.)
Status |
Select a status of either Active or Inactive for this node and node level. |
Parent Node |
Displays the name of the parent node, if applicable. Note. Normally you add child categories by selecting the Add Child Node button, which is only available from a parent node. Selecting the Add Child Node button copies the node value into the parent node of the new child record. This creates the link for you. However, you can change the parent node value of an existing record which effectively moves the child and all of the child's children to the new parent. |
Node Level |
Defines the level in the tree in which the problem category resides.
Top level categories display in the first Request Type page of the Service Request Wizard component and in the first Request Type field in the Request Detail group box of the single page Service Request page. Middle-level categories display in the subsequent Request Type pages of the wizard and in the subsequent Request Type field of the single page Service Request page. Bottom-level categories display in the last Request Type page of the wizard and in the last Request Type field of the single page Service Request page. You cannot change the node level for a middle node unless you delete all of its children first. You cannot change the node level for a top node level. Note. You can have as many levels as you want in a problem tree; however, we recommend 3 to 5 levels. |
Show in Self-Service Component |
Select this check box to display the problem category in the Service Request Wizard and the single Service Request page. |
Publish Data |
Select this check box when you want to publish this problem tree branch as a message using Integration Broker to third-party help desk products. Note. This check box should only be available for selection for a top-level node. See Enterprise PeopleTools PeopleBook: Integration Broker |
Problem and Related Assets
Use this group box to identify a problem group and problem which are associated with the selected node and passed on to work orders created from service requests. You select the asset classification parameters which determine which fields appear in the Request Detail group box of a service request. You can also create Smart Tags by entering a tag number, which is used to identify assets and is subdivided into groups of characters where each group represents a particular attribute of an asset. The asset classification fields specified here help to refine the asset search on the service request so that users can quickly find the assets related to the specific problem selected.
Problem Group |
Select a problem group to associate with this node. If you select a problem group that is associated with specific asset classification parameters, then the asset classification parameters available for selection here are restricted only to those asset classification parameters that fall within the parameters specified for the problem group. If you do not select a problem group, then you can select any asset classification parameters that you want here. Problem group is also passed on to work orders created from service requests. |
Problem |
Optionally select a problem, if you selected a problem group to pass on to work orders created from service requests. |
Asset Lookup Field |
Select the type of field that you want to appear in the Service Request Wizard or single page Service Request from this drop-down list:
|
Required |
Select this check box to define the asset as a required entry when creating or updating a service request. |
Lookup Employee's Assets |
Select this check box to display only the requester's assets when selecting assets in the Service Request wizard and Create Service Request pages. |
Subrecord |
You must enter the value WM_MOVE_SBR for any problem categories that handle a facilities move request. Otherwise, leave this field blank. |
Smart Tag |
Enter the characters that represent a particular attribute of an asset at each node level for the tag value. This field is optional. A Smart Tag is a tag number, which is used to identify assets and is subdivided into groups of characters where each group represents a particular attribute of an asset. For example: For Smart Tag C4BFGMTR0002 where C4 represents "combustion turbine 4" and is entered in the Smart Tag field at the top node level, BFG represents "boiler flue gas system" and is entered at the middle node level, and MTR represents "motor" and is entered at the bottom node level, and 0002 represents a sequential equipment number. When you create a service request, you can search for an asset by selecting a Smart Tag. See Scenarios for PeopleSoft Enterprise Maintenance Management. |
Service Center Information - Roles
Access the Roles tab.
SetID |
Select the appropriate setID, which identifies the correct LOCATION_TBL to use for the service center. |
Service Center |
Select a service center. This defines the values that are selectable in the Service Center drop-down list when you create a service request. |
Agent Role |
Select a role for the agent assigned to a service request. This value appears when you access the Service Request Inbox. If the service request agent belongs to more than one agent role and those roles are entered on the problem tree, the agent must select one of the roles from the Agent Role field drop-down list on the Service Request Inbox page. Note. You use PeopleTools role definition functionality to set up agent and technician roles. See Enterprise PeopleTools PeopleBook: Security Administration, Setting Up Roles |
Technician Role |
Select a role to apply to a technician assigned to a service request. In the Service Request Inbox, the prompt list for the Assigned To field prompt is populated with the user IDs that belong to the technician role identified here. The selected technician displays in the Assigned To field on the service request. If the agent also belongs to the technician role, the user ID of the agent appears as the default value in the Assigned To field. The agent can override this user ID and select a different technician from the list. See Enterprise PeopleTools PeopleBook: Security Administration, Setting Up Roles |
Service Center Information - Work Order Defaults
Access the Work Order Defaults tab.
SetID |
Select the appropriate setID, which identifies the correct LOCATION_TBL to use to enable you to select the service center. Note. This setID value appears as the default value from the value you selected in the Roles grid. |
Service Center |
Select a service center. This defines the values that are selectable in the Service Center drop-down list when you create a service request. Note. If you select this service center value as the service center for a service request, it causes the values specified in this Work Order Defaults grid for the work order business unit, work order type, service group, and priority code to display as the default values in a work order that is created from the service request. |
Business Unit |
Select the work order business unit value that you want to populate the Business Unit field for a work order that is created from a service request. |
Service Group |
Select the service group value that you want to populate the Service Group field for a work order that an agent or technician creates from a service request. |
Work Type |
Select the work type (work order type) value that you want to populate the Work Type field for a work order that an agent creates from a service request. |
Priority |
Select the priority code value that you want to populate the Priority Code field for a work order that an agent creates from a service request. |
Next Problem Level
Displays the problem categories that are one node level down from the current problem category. This grid appears if the Node Level is Top or Middle.
Note. This grid does not appear if the Node Level value is Bottom.
Child Node |
Click this link to drill down to the child node or next problem level. Note. You can click the Return to Parent Level link to return to the Parent Node level. |
Add Child Node |
When accessing the Parent Node Level, click this button to access a blank version of the Problem Tree page where you can add a child node to the problem tree. |