Creating a Work Order

This chapter presents an overview of Oracle's PeopleSoft Maintenance Management work orders and work order task creation and discusses how to:

• Create a work order.

• Create work order tasks.

• Use the Work Order - Miscellaneous page.

Understanding Work Orders

This section discusses:

• An overview of work orders.

• The work order header.

• Work order tasks.

• Asset downtime entry.

• Work order task accounting.

• Work order creation from a service request.

• Work order creation from PeopleSoft Project Costing and PeopleSoft Program Management.

• Work order creation from PeopleSoft CRM Help Desk 8.9 and above and third party help desk applications.

• Work order creation for an Asset from an ESRI map location.

• Work order copy.

An Overview of Work Orders

Maintenance planners, physical plant administrators, facilities managers, technicians, and equipment operators use work orders to plan, schedule, dispatch, track, account for, and report on the construction, repair, maintenance, and disposal of an organization's physical assets. Prior to creating a work order, along with PeopleSoft Maintenance Management, you must install and set up PeopleSoft Asset Management, PeopleSoft Project Costing, and PeopleSoft Purchasing, as well as optional product integrations such as PeopleSoft Inventory.

Important! You must set up either a work order-managed or Project Costing-managed project before you can create a work order. Make sure the project's business unit is specified in the work order business unit's Integrations page, and add the project to the Work Order-Projects Association page in Setting Up Financial/Supply Chain, Product Related, PeopleSoft Maintenance Management before you create a work order.

See Understanding PeopleSoft Maintenance Management.

The two different formats for work orders in PeopleSoft Maintenance Management are:

• Work orders, which can have multiple work order tasks and can involve the definition and scheduling of multiple types of resources.

• Express work orders, which are easily entered and require minimal resources and data entry.

You can initiate the creation of work orders from several different applications and options in the system, which include:

• PeopleSoft Project Costing.

• PeopleSoft CRM Help Desk 8.9 and above and third-party help desk applications.

• PeopleSoft Maintenance Management service requests.

• PeopleSoft Program Management.

See Understanding Integrated and Shared Products Setup Considerations.

This section discusses:

• The Work Order component.

• Express work orders.

• Preventive maintenance work order creation.

• Condition-based maintenance (CBM) work orders.

The Work Order Component

The standard work order in PeopleSoft Maintenance Management is a comprehensive planning and scheduling vehicle with extensive functionality in comparison to the express work order. You can create a work order directly in PeopleSoft Maintenance Management using the Work Order component, or you can create it by initiating it from a service request, PeopleSoft Project Costing, PeopleSoft Program Management, PeopleSoft CRM Help Desk 8.9 and above and third party help desk applications, or from a CBM alert.

The pages in a work order include:

• The Work Order page.

  You define the work order header, which includes the overall status of the work order, the work order approval status, service request information, if applicable, and the capability to approve a work order, if applicable, and the ability to add supplemental data, attachments, and notes. You can also specify an asset that applies to the overall work order. You can select a work order job template to apply to this work order, and you can create one or more work order tasks. The work order header status is automatically determined by the system based on the most outstanding status of all the work order tasks associated with this work order. Users cannot directly modify the status of the header. The work order status is indirectly changed when users change the work order task status and is only changed when you save the work order. If ESRI integration is implemented, you can access the location of the work order on a map.

  Note. You can set up more detailed task information on the Requirements and Schedules pages.

• The Requirements page.

  The Requirements page is used to set up the details of each work order task. When you create a work order, the first work order task is automatically created. You can create additional work order tasks on the Requirements page of the work order and enter the details for each task, such as the task's start and end dates, the scheduler and supervisor responsible for the task, and the percentage of overlap between tasks. You can also change the status for a work order task on this page. When you change the status for each task, the system performs a weighting of the statuses of each task to determine the status for the overall work order. The status of the work order continues to change as the statuses of the tasks change.

  Note. You also can create additional work order tasks from the Work Order page, Schedules page, and Actuals page.

  You can enter a the location of the work and, if this is a Project Costing-managed work order, you can select an activity to associate with the task. If this is a work order-managed project, the activity is automatically generated. If the shop is set up for crew scheduling and a preferred crew was selected in the shop, this preferred crew displays in the work order. You can change the shop that the crew is associated with from this page, if necessary. You can click the Setup Accounts link to set up the asset capitalization filter and minimum, and select the chargeback rate set or rate plan options, if chargebacks are enabled for the task in PeopleSoft Project Costing and at the business unit, shop, or work order type level.

  You can select the asset affected by the task, and a description of its problem. You can also review any warranties associated with the asset and create a warranty claim from this page. There are links that enable you to review the asset's details, the asset's maintenance history, enter asset downtime, and, if the asset is associated with a meter, review the asset's meter reading history. You can also review the asset's calendar to determine when the asset is available for scheduling.

  Note. If you have set up integration to ESRI, a Map It button appears next to the Asset Location field on the Work Order, Requirements, and Schedules pages. When you click this button, the work order task locations appear on an ESRI map.

  You can optionally define the labor, inventory, purchased and on-hand, and tool resource requirements needed to perform the task. In addition, links are provided for instructions, a checklist, attachments, supplemental data, notes, and task templates. Selecting a task template enables you to copy requirements to a task that is routinely performed for a work order, saving data entry time. You determine at the business unit level or at the shop level whether you want to calculate estimated costs based on these requirements. Requirement definitions are discussed in detail in the Defining Work Order Task Requirements chapter of this PeopleBook.

  See Understanding Work Order Task Resource Requirements.

• The Schedules page.

  If you plan to schedule resources, you enter a scheduled start and end date for each work order task. You can access the same additional information and asset information fields and links that appears on the Requirements page. If you chose to set up resource requirements, you can copy the labor, inventory, purchased and on-hand, and tool resource requirements from the Requirements page to the schedules. You can optionally schedule specific labor, inventory, purchased and on-hand, and tool resources for each task. You determine whether you want to schedule labor, inventory, or tools resources at the business unit and shop levels. You can also access instructions, a checklist, attachments, task templates, supplemental data, and notes from the Schedules page. Normally a scheduler is designated on the Requirements page of the work order and the scheduler uses the Work Order Workbench component to access work orders to perform the scheduling.

  Note. If you indicate in the work order business unit, shop, or work order type associated with a work order that a work order requires approval, then the Schedules and Actuals pages do not appear until the work order is approved.

  See Scheduling a Work Order.

• The Actuals page.

  The Actuals page shows the actuals entries for resources associated with a work order task. You enter actuals data on the Technician Workbench and Work Order Completion components, as well as through PeopleSoft Travel and Expenses and PeopleSoft Project Costing. Actuals data includes labor time entry, material and tools usage, and procurement data.

  See Completing Work Order Tasks.

• The Cost page.

  This page shows a summary of the total estimated, scheduled, and actual costs for each resource type, along with the variances. In addition, a second grid displays the estimated, scheduled, and total costs, along with a variance, for each work order task. The Task Actuals grid shows the actual totals for the resources in each work order task, and also enables you to click the Capitalize button to display the capitalized costs and the Chargeback button to display the actual amounts charged back to other organizations in the enterprise by means of PeopleSoft Project Costing. You can also click on the task resource total to display the task line details in another grid.

  You must run the following Cost Collection processes in PeopleSoft Project Costing to collect the costs from PeopleSoft Travel and Expenses, PeopleSoft Inventory, PeopleSoft Payables, Procurement, and PeopleSoft Maintenance Management (tools).

  Labor costs are collected by running Project Costing, Cost Collection, Expenses.

  Inventory costs are collected by running Project Costing, Cost Collection, Inventory.

  Procurement costs are collected by running Project Costing, Cost Collection, Payables.

  Tool costs are collected by running Project Costing, Cost Collection, PeopleSoft Maintenance Management.

  The actual costs are not updated for labor costs until you access either the Technician Workbench or the Work Order Completion components and enter each resource's time. On the Technician Workbench, you must save the time, and stage time entries to the Time Staging for Project Transaction table (EX_PROJ_RES_STG) in PeopleSoft Travel and Expenses. In the Work Order Completion component, the time entries are staged automatically and you do not have run the Stage Time Entries process from PeopleSoft Maintenance Management. For either component, you must run the cost collection process (PC-TLX) in PeopleSoft Project Costing, and run the Cost Summarization process in PeopleSoft Maintenance Management to display the costs on the Costs page. Once the entries are staged in PeopleSoft Travel and Expenses, you run the PeopleSoft Travel and Expenses to PeopleSoft Project Costing Application Engine process (PC_EX_TO_PC) in PeopleSoft Project Costing to pull staged time transactions from the Time Staging for Project Transaction table into PeopleSoft Project Costing tables and run the Cost Collection process (PC-TLX) to store the transaction costs are stored in the PROJ_RESOURCE table. PeopleSoft Project Costing applies its rules, capitalizes the costs in PeopleSoft Asset Management, if appropriate, and posts the costs to the general ledger business unit associated with the work order business unit. When you run the Cost Summarization process in PeopleSoft Maintenance Management or run the Work Order Close process, PeopleSoft Project Costing updates the total actual costs for the work order task stored on the Costs page of the work order.

  For inventory transactions, you schedule, commit, and reserve selected inventory items. Transaction 231 inventory record(s), which are the transactions or records that are used in cost collection, are created when a clerk issues one or more items from PeopleSoft Inventory. You schedule the inventory in PeopleSoft Maintenance Management and commit and reserve the inventory. You must access Cost Accounting, Cost Accounting, Inventory and Mfg Accounting, Create Accounting Entries, Cost Accounting Creation to create cost accounting entries to stage data to the PeopleSoft Project Costing tables (CM_ACCOUNTING_LN). The PeopleSoft Project Costing Cost Collection process pulls the data to the PeopleSoft Project Costing PROJ_RESOURCE tables. When you run the Cost Summarization process in PeopleSoft Maintenance Management either manually or when the Work Order Close process runs, the system updates these actual inventory costs on the Costs page of the work order.

  When you schedule noninventory items or open description materials using the Purchase/On-Hand tab in the work order, the estimated costs are staged either as a requisition or a purchase order directly from the work order. Once a voucher is created and paid, possibly taking into account additional costs and discounts, the voucher is posted and run through the Accounts Payable and is sent to the PeopleSoft Project Costing interface. When the Cost Collection process is run in PeopleSoft Project Costing, the costs are pulled into the PROJ_RESOURCE tables. When you run the Cost Summarization process in PeopleSoft Maintenance Management either manually or when the Work Order Close process runs, the system updates these actual Purchase/On-Hand costs on the Costs page of the work order.

  Important! Inventory materials that are floor stock and noninventory purchased goods and services marked as on-hand are not calculated in the overall costs of the work order.

  Note. The usage amounts that you enter on the Technician Workbench Materials tab is not used in determining Inventory or PeopleSoft Purchasing costs. This data is informational only for recording actual materials usage versus what was issued for the task.

  When you enter and save the tool usage amounts on the Technician Workbench component or the Work Order Completion component, transactions are sent directly from PeopleSoft Maintenance Management to PeopleSoft Project Costing. When you run the Cost Collection process for PeopleSoft Maintenance Management in PeopleSoft Project Costing, the transaction amounts are pulled into the PROJ_RESOURCE table. When you run the Cost Summarization process in PeopleSoft Maintenance Management either manually or when the Work Order Close process runs, the system updates these actual Tool costs on the Costs page of the work order.

  The Costs page is described in the Closing Service Requests, Work Order Tasks, and Work Orders chapter.

  See Closing Service Requests, Work Order Tasks, and Work Orders.

• The Miscellaneous page.

  This page presents a summary of the work order header information, the current status of the work order, who last modified the work order and when, individuals responsible for the work order, and the dates that the work order was completed and then closed.

  A maintenance type is required to close preventive maintenance work orders. You can set up a default maintenance type in the work order business unit and that value will display in the Maintenance Type field on the Miscellaneous page. You can override this value. Make sure this value is specified for each work order to avoid any problems at closing.

  You can indicate that this is a standing work order, which prevents it from being closed. However, you can close each task within a standing work order either manually or through the batch close process. If all the tasks are closed in a standing work order, the work order will still remain not closed. Standing work orders are typically used to capture frequently occurring, repetitive work, such as replacing light bulbs. You can close a standing work order by deselecting the Standing Work Order check box and changing any not closed, complete, or cancelled task statuses to Complete.

  If this work order is a child of another work order, you can select the parent work order. If this is a parent work order and child work orders were created, the child work orders are listed in a grid on this page. If this work order was created based on another work order (for example, you may create a work order to change the oil and discover that the brake pads are bad and create a work order to perform that work), then you can select a value for the Originating Work order field.

  You can input values into any supplemental data fields that you established.

  Work order access security enables authorized users assigned to a shop, resource pool, or shop and resource pool to access work orders and work order tasks from the Work Order, Express Work Order, and Technician Workbench components depending on how you set up Technician WO Security options on the Definition page of the work order business unit.

  The Technician WO Security options on the Definition page of the work order are Full Access, Shop, Resource Pool, and Shop and Resource Pool. You must also select the Apply WO Access Security check box in the User Preferences – Maintenance Management page for any user to whom you want to apply work order access security.

  To access the Work Order Access page from the Miscellaneous page of a work order, you must create the work order with a business unit that has Shop or Shop and Resource Pool selected on the Definition page. You must also select the Allow Access to WO Security check box on the User Preferences – Maintenance Management page to enable this user click the Technician Work Order Access link on the Miscellaneous page of the work order and display the Work Order Access page.

  The Work Order Access page displays with the shop used to create this work order listed along with any cross shops associated with resources assigned to work order tasks. The authorized user can add or delete any shops except for the primary shop used to create the work order. Before you can apply work order access security to resources in the shops listed on the Work Order Access page, you must select the Apply WO Access Security check box on the User Preferences – Maintenance Management page for each resource associated with one of the listed shops. Once these shops are set up, any resources assigned to the shops on the list can access those work orders and work order tasks from the Work Order, Express Work Order or the Technician Workbench components.

  There is no direct relationship between the specific resources assigned to a work order task and work order access security. The major consideration is whether or not the resource is assigned to a shop or resource pool depending on the selection in the Definition page of the work order business unit that was used to create the work order, and the Apply WO Access Security check box is selected on the User Preferences – Maintenance Management page.

See Understanding Work Order Business Unit Setup.

See Defining PeopleSoft Maintenance Management User Preferences.

Express Work Orders

An express work order is the simplest and fastest way to create a basic work order. Use this option to create work orders that require few resources and little or no scheduling. You enter a full description of the work order and task on the Express Work Order page. You identify the asset requiring work, the scheduler, and the parent work order, if this work order is being created based on another work order. You select a project and activity, if this is a PeopleSoft Project Costing managed work order. If this is a work order managed work order, then a default project value displays and the activity field is inaccessible. For Project Costing managed work orders, you can click an icon next to the Project Activity field on the express work order to access the project and activity on the Resources by Activity page in PeopleSoft Project Costing or in PeopleSoft Program Management, if this product is installed. You have the option of defining the inventory and purchased and on-hand resources needed to perform the work. You can select these resources from an Equipment Parts List (EPL) if asset in the work order has an EPL associated with it. You can also add inventory and purchase/on-hand items to an existing EPL from an express work order. It is also possible to add attachments, notes, and supplemental data to this type of work order. You can only create an express work order by selecting the Maintenance Management, Work Order Management, Express Work Order menu option. Users cannot create an express work order from PeopleSoft CRM Help Desk, third party help desk applications, PeopleSoft Project Costing, PeopleSoft Program Management, or service requests.

Work order access security can be applied to control who searches and updates existing express work orders. The primary shop that is entered to create the work order is automatically added to the work order access security shop list, which means that only authorized resources assigned to that shop can access the shop's express work orders. If, for some reason, you wanted to authorize additional resources from another shop to access that express work order, you must access the Work Order component and add any additional shops to the Work Order Access page from the Miscellaneous tab. If you selected Resource Pools for work order security access in the work order business unit, then any employee, who is assigned to a resource pool can search for existing express work orders whose project/activity is associated to that resource pool.

If you are using the dedicated web services provided by PeopleSoft Maintenance Management that enable mobile device integration for technicians with a third party vendor, a Mobile Updates Pending link appears in any express work orders that you create with business units that have this feature activated. This link only appears if a task or any task-level data such as materials, checklists, and more have been sent to a mobile device since the last recorded date an update was received and the work order data was updated.

Note. You cannot enter labor or tools requirements in an express work order.

See Mobile Web Services Integration.

See Entering Activity General Information.

See Understanding Supplemental Data.

Preventive Maintenance Work Order Creation

Preventive maintenance work orders are normally used to maintain assets on a routine basis. To generate a preventive maintenance work order, you must set up a preventive maintenance schedule, in which you identify the asset (or assets) being maintained and the type of maintenance to be performed, associate a work order job template, and specify the intervals between work orders based on date-based and meter-based schedules. Once a schedule is set up, you can run the Preventive Maintenance process (WM_PM) to generate work orders, or run the Preventive Maintenance Projection process (WM_PM_PJC) to determine the next maintenance due date and generate preventive maintenance projections and work orders. You can review these projections online or load them into Microsoft Project. Once the work orders are generated, you access the work order using the Work Order component, where you can modify the work order and schedule the resources, if applicable. You cannot access generated preventive maintenance work orders using the Express Work Order component.

See Understanding Preventive Maintenance Work Orders.

Condition-based Maintenance Work Orders

Condition-based maintenance enables you to make maintenance decisions based on the actual condition of an asset. You can set up Web Services to enable external systems measure and analyze current readings on equipment and determine whether the condition of the equipment is outside of normal operating parameters. When the condition is outside normal operating parameters, the external system issues CBM alert or a user enters the alert manually indicating that the asset needs maintenance. A CBM coordinator associated with a specific work order business unit and shop is notified of the alert either through email or workflow. When a new alert is saved, the Update PM Schedule, Create a Work Order, and Close Alert buttons become available. The CBM coordinator can update the preventive maintenance schedule so that the Preventive Maintenance process generate a condition-based work order in the next run, or create a work order from the Condition-Based Maintenance Alert page. The status of each alert is tracked in the Alert Status History.

You must set up workflow and specific rules in Maintenance Management to enable condition-based maintenance.

See Setting Up and Using Condition-based Maintenance.

See Setting Up and Generating Preventive Maintenance Work Orders.

The Work Order Header

The work order header consists of data that controls the entire work order.

To add a work order in the Express Work Order component and in the Work Order component, you must enter:

• A work order business unit.

  This field is required. You can enter a default value at the user preferences level.

• A work order ID.

  When you create a work order, the Work Order ID field default value is NEXT if you selected the Work Order Auto Numbering check box in the work order business unit. For each new work order, the system uses the next work order ID based on the last work order number tracked in the business unit. However, you can override NEXT with any number you choose for the work order. If you left the Work Order Auto Numbering check box in the work order business unit deselected, you must enter a work order ID manually when you create a work order.

• A work order type.

  This value, such as CAPT (Capital Work Order), PM (Preventive Maintenance), and CM (Corrective Maintenance), is used to categorize the work for analysis purposes and is required. It also is included as part of the control default order, the accounting default order, and the project default order set up in the work order business unit.

• A service group.

  This value is required. You can enter a default value at the business unit level and user preferences level. Service group is also included as part of the project default order and the accounting default order in the work order business unit. This value is also used to categorize work order information.

• A shop.

  This value is required. You can enter a default value at the business unit level and user preferences level. Shop is also included as part of the control default order, in the work order business unit.

• A priority code.

  This value is required. It enables you to prioritize work orders to enable a scheduler to search for and locate work orders by priority on the Work Order Workbench and is used to sort work orders in some of the PeopleSoft Maintenance Management pagelets.

• Required start and end dates.

  When you create a work order, the current system date is the default value in both the Required Start and Required End fields. You can enter the correct start and end dates for the work order in the Add page, or you can override the dates in the work order's header information in the Work Order page.

When you access the Work Order page, the work order header information:

• Identifies who created the work order and when.

• Establishes a date for the entire work order to begin and end and how long the total work should take.

• Displays the current status of the work order.

• Identifies if a service request is associated with the work order.

• Enables the user to select or override the work order type and priority and shop.

  If you change the work order type, it may change the default project.

• Indicates the approval status of the work order, enables a user to approve a work order, and provides a link to enable a user to review the approval history.

• Enables the user to add attachments (documents, drawings, and such) that apply to the overall work order.

• Enables the user to enter values into supplemental data fields, which you can set up for work orders.

• Enables the user to add notes that are relevant to the overall work order.

• Enables a user to select the asset on which the technician is performing the work specified in this work order along with the location of this asset.

  Important! If you selected the Multiple Assets Per Work Order check box in the work order business unit, then you can select an asset in the work order header and different assets for the work order tasks. If you do not select the check box, then the asset field does not display for any of the work order's tasks. In this case, the asset selected in the work order header also applies to any tasks created for the work order.

• Enables a user to locate the work order on a map by clicking the Map It button if ESRI integration is set up.

• Enables a user to view any work history associated with this asset, as well as any associated warranties.

• Enables a user to select a job template to copy into the work order.

  The list of job templates is based on a combination of the asset category and the problem, cause, and resolution values that the user selects to search for the appropriate job template. You can only copy one job template per search to the work order. However, you can perform multiple searches to copy more than one job template to the work order. The work order tasks identified in the job template are appended to the end of the work order's task list.

• If you are using the dedicated web services provided by PeopleSoft Maintenance Management that enable mobile device integration for technicians with a third party vendor, a Mobile Updates Pending link appears on the Work Order page, the Requirements page, and the Schedules page of a work order that you created with a business unit that has this feature enabled. This link only appears if a task or any task-level data such as materials, checklists, and more have been sent to a mobile device since the last recorded date an update was received and the work order data was updated.

See Setting Up a Work Order Business Unit.

See Understanding PeopleSoft Maintenance Management Work Order Parameters.

See Understanding Shifts, Schedule Patterns and Periods, Shops, and Crews.

See Understanding Integrated and Shared Products Setup Considerations.

Asset Search

You typically select an asset on the Work Order page that applies to each work order task. If you selected the Multiple Assets Per Work Order check box on the Definition page of the work order business unit, you can override the asset selected on the Work Order page and select a different asset for each work order task.

You click the Search icon next to the Asset ID field and a list of assets displays, which are associated with the default Asset Business Unit. You can expand your search by clicking the Asset Advanced Search icon, which displays the Asset Search page (WM_ASSET_SRCH_SEC). This page enables you to select specific asset characteristics, such as the asset tag number, serial number, asset type, asset subtype, asset description, and more.

If an asset contains sub-components, a Hierarchy icon appears next to the asset on the Asset Search page, as well as the Asset Information page (WM_WO_ASSET_SEC). The Hierarchy icon links to the Asset Component Hierarchy page. The Asset Component Hierarchy page, which displays in PeopleSoft Maintenance Management, is based on the AM Asset Component Hierarchy page in PeopleSoft Asset Management. Both pages display a selected asset and any components associated with the asset in a hierarchical relationship displayed in a graphical format. Users can expand or collapse the hierarchy view.

The difference between these pages is that users cannot update or move components within the hierarchy on the Asset Component Hierarchy page in PeopleSoft Maintenance Management. Users can select an asset from the hierarchy and apply it to the work order, service request, or various other components in PeopleSoft Maintenance Management that enables the user to search for an asset.

Users can search for an asset using the Asset Component Hierarchy page in PeopleSoft Maintenance Management in any Maintenance Management component that contains an asset search icon, with the exception of the Preventive Maintenance Loop component.

To control access to the Asset Component Hierarchy page in PeopleSoft Maintenance Management, users set up role-based security and add this component (WM_AM_HGRID) to the permission list for established roles set up for PeopleSoft Maintenance Management for your organization.

See PeopleTools PeopleBook: Security Administration

Work Order Approval

The work order approval link in the work order header displays if you selected the Workflow Approval option in the work order business unit. If you selected Pre-Approved, the Approval Status field in the work order indicates that the work order is Approved. You must set up work order approval workflow before you can approve a work order or manage work order approvals.

Note. If the work order header status is Canceled, then the work order approval process is not invoked.

See Understanding the Work Order Approval Workflow Architecture.

See Understanding the Work Order Approval Process.

Work Order Assets and Asset Warranty Claims

Selecting an asset enables you to access the asset's details, maintenance history, calendar, meter history, and any warranties. You can also enter asset downtime, failure information. A hazard icon appears for assets that are considered hazardous, which you can click to access the Asset Information page and review any comments about the asset.

If warranties exist, you can create a warranty claim for assets specified in the work order or work order tasks.

See Understanding Warranty Claim Management in PeopleSoft Maintenance Management.

Work Order Tasks

You create work order tasks to specifically define:

• The problem that needs to be resolved.

• The work that needs to be completed.

• The length of time that it takes to complete each task.

• The asset associated with each task.

• The status of each task.

• The resources needed to complete each task.

You can optionally define labor, inventory, purchased and on-hand, and tool resource requirements for a work order task and generate estimated costs based on these resources. In addition, you can optionally schedule resources for each task.

Note. You must identify the work order task status that you want to serve as the initial status in the work order when you set up your a work order tasks.

You can select data that is relevant to each task, which includes:

• Additional Task Data.

  You can specify the work location and identify the supervisor, scheduler, and a key contact. If you intend to schedule crews for this task, you can identify the preferred crew that you want to use for this task. Selecting the crew associates this unscheduled task with Crew Scheduling Workbench after you determine crew capacity. If the crew is associated with a shop, other than the primary shop in the work order, you can associate that shop with this crew.

• Information for the selected asset.

  You describe the characteristics and details about the asset. You can identify if the asset is being installed, removed, or retired. There are numerous links related to the task's asset, which may include links to the:

  • Work Order History

  • Asset Maintenance History

  • Asset Details

  • Asset Downtime

  • Asset Calendar

  • Warranty Claim

  • Meter History

• Problem Reporting

  You can identify the problem group, problem, cause, and resolution to associate with a asset-related or nonasset related task. Specifying these values enable you to search for a work order job or task template, which already has requirements defined for this type of problem, and to categorize this task in order to later search for this task or other work orders and tasks associated with this PCR data.

You can use work order job templates and work order task templates to simplify the creation of work orders and tasks that you use frequently. You can select a work order task template at the task level that provides the resource requirements for a single task. You select the work order job template at the work order header level. It consists of one or more job steps that are associated with work order task templates. When you select a job template, all the data from all the work order task templates associated with the work order job template are copied to the work order tasks. You can only access one work order job template at a time to copy to the work order. However, if you want to add more than one job template to the work order, you can click the Job Templates link again and select another job template. The second job template is appended to the work order after the data copied from the first template.

Note. When you create a job template (Set Up Financials/Supply Chain, Product Related, Maintenance Management, Templates, Work Order Job Template) and you search for a work order task template to associate with the job template, the search results only consist of work order tasks templates that fall within the effective date parameters of the job template. However, when you copy a job template to the work order, the system only allows you to copy job templates with effective dates that fall within the parameters of the work order header's Required Start Date field. Also, only work order task templates with effective dates that fall within the parameters of the work order task's Required Start Date field are copied to a work order task. If the Required Start Date is not available in either instance, then the current system date is the controlling factor.

You can also copy the data from a single work order task template to a task. If you copied one or more job templates to a work order, you can copy one or more single task templates to the work order as well.

When the resource requirements are copied to the work order tasks either from tasks listed in a job template or from a single task template, then the data is edited just like any other work order task data, and the resource cost data from the individual tasks is recalculated and rolled up from the individual tasks to the Estimated Cost fields in the work order's Costs page.

See Performing Crew Scheduling.

See Understanding Work Order Task Resource Requirements.

See Understanding Work Order Statuses.

See Understanding Resource Scheduling.

Asset Downtime

You can enter and update the planned and actual start and end dates and times that an asset will not be available for use by clicking a link in the Work Order component, accessing the Downtime Entry component, and clicking a link in the Technician Workbench in PeopleSoft Maintenance Management. You select a Downtime Reason, which you must set up in advance. You can review an asset's downtime history from PeopleSoft Maintenance Management via the Asset Downtime Review component. When the work order is closed, PeopleSoft Maintenance Management updates downtime for the asset in the Asset Maintenance History in PeopleSoft Asset Management.

Important! The entry of asset downtime in PeopleSoft Maintenance Management does not control whether or not you can schedule the asset. Downtime is informational only, and does not drive functionality.

Failure Tracking

PeopleSoft Maintenance Management provides users the capability to track and analyze equipment failure incidents for various operational and regulatory needs, such as health, safety, and environmental compliance.

Users can analyze these asset failures to:

• Help prevent recurrence or minimize the number of future incidents.

• Reduce associated downtime and repair costs.

• Measure and track both asset reliability and maintenance and repair effectiveness.

• Support repair versus replace decisions.

• Support related planning and budget allocation activities for constrained maintenance resources.

To accomplish these goals, PeopleSoft Maintenance Management enables users to:

• Set up failure severity and failure impact codes.

• Define data that describes, quantifies, and qualifies asset failure events from various perspectives from the Work Order, Work Order Completion, or Technician Workbench components.

• Analyze failure events based on specific detail or summary criteria through the Failure Analysis Inquiry. Users can discover trends and relationships affecting future failure occurrence, asset reliability, and maintenance and repair effectiveness measures.

Once you set up the failure impact and severity codes, you can enter, maintain and review the data associated with an asset failure event in the Work Order Failure Tracking component. You can create a failure event from the Work Order, the Work Order Completion, and the Technician Workbench components.

When you create a failure event from the Work Order, the Work Order Completion, or the Technician Workbench components, the system automatically assigns the next Failure ID in the system to the failure event. You cannot override this value. When you save the Work Order Failure Tracking page, the system updates this failure ID number in the Last Failure ID field on the Definition page of the work order business unit associated with the failure event.

If you create a failure event from the Work Order Failure Tracking component, you can accept NEXT as the default for the Failure ID and the system assigns the next failure ID to the failure event. You can also override NEXT with a unique failure ID. A unique failure ID is not tracked on the Definition page of the work order business unit. If you entered a unique failure ID for one failure event, and created the next failure event from the work order, which automatically assigns a failure ID number, when you save the Work Order Failure Tracking page, the number generated is automatically updated in the Last Failure ID field on the Definition page of the work order business unit.

Important! Failure tracking and analysis is not required to create and maintain work orders in PeopleSoft Maintenance Management. However, it is an extremely valuable and easy to use tool, which enables supervisors and managers to carefully manage their assets.

Refer to Setting Up and Performing Work Order Failure Tracking and Analysis to understand how to perform failure tracking and analysis based on failure events derived from assets associated with a work order task.

See Setting Up and Performing Work Order Failure Tracking and Analysis.

Work Order Task Accounting

You can click the Set Accounts link on the Requirements page to access the Work Order Task Accounting page. Use this page to set up asset capitalization, retirement, and chargeback information for the work order task and to generate accounting transactions based on the GL business unit set up in the work order business unit and send this accounting data through the subsystems to PeopleSoft Project Costing for cost and billing calculations. This only applies to work orders associated with work order-managed projects.

Important! Work orders associated with Project Costing-managed projects do not use this page to set up accounting for chargebacks. Chargeback accounting for work orders associated with Project Costing-managed projects are handled completely by PeopleSoft Project Costing.

See Understanding PeopleSoft Maintenance Management.

Asset Capitalization for Work Order-managed Projects

You can select a filter ID and a capitalization minimum amount for PeopleSoft Project Costing to use to calculate the capitalization amount for an asset. The capitalization minimum amount that you specify means that the cost to repair, maintain, or build the asset must be equal to or greater than the amount specified in this page before PeopleSoft Project Costing will calculate a capitalization amount to apply to the asset in PeopleSoft Asset Management. You identify a filter that is set up in the PeopleSoft Project Costing Express Asset Filter Criteria component. This filter criteria specifies which transaction costs are allowed to make up the amount to capitalize. For example, Filter 1 could establish that material and labor actuals should be capitalized, and Filter 2 could indicate that only labor actuals should be capitalized.

Chargebacks for Work Order Managed Projects

PeopleSoft Project Costing integrates with PeopleSoft Maintenance Management to enable you to charge back these costs to a different organization such as a different GL business unit, operating unit, or department. You use the Work Order Task Accounting page to enable these chargebacks. This only applies to work orders that are associated a with a work order-managed project. For project-managed work orders, the charging back of costs is controlled in PeopleSoft Project Costing using standard PeopleSoft Project Costing functionality.

Before you can generate chargebacks for work orders associated with work order-managed projects, you must:

• Select the Enable Organization check box on the Set Up Financials/Supply Chain, Installation Options, Project Costing page.

• Select Project Costing, Project Definition, Organization and select a GL business unit for the project that will be associated with the work order.

• Select the Generate Chargebacks check box on the Set Up Financials/Supply Chain, Business Unit Related, Work Order Definition, Definition page. You can override this option at the shop or work order type levels.

  Note. You cannot select this field if you have not selected the Enable Organization check box on the Installation Options - Project Costing page listed above.

• To calculate chargebacks for a work order task, you set up the Task Accounting page, where you select the ChartFields that the chargeback will be charged to when the accounting rules are applied in Project Costing

See Project Costing Price Engine, Rate Sets, and Rate Plans.

Project Costing Price Engine, Rate Sets, and Rate Plans

For work orders associated with work order-managed projects, accounting entries for any transactions generated from performing work order tasks in PeopleSoft Maintenance Management are created in PeopleSoft Travel and Expenses (by means of shared functionality) for labor, PeopleSoft Inventory for inventory items, PeopleSoft Purchasing and PeopleSoft Payables for noninventory items, open descriptions, and services procured, and PeopleSoft Project Costing for tool usage costs.

The Project Costing Price Engine (PC_PRICING) is run on the costs generated from the feeder systems and the tool costs generated in PeopleSoft Project Costing. PeopleSoft Project Costing applies accounting rules, which are determined by the selection of Rate Set or Rate Plan for the value of the Rate Selection field on the Work Order Definition - Integration page of the work order business unit, and the Define Shop - Definition page. The values selected on these pages determine the default value that will be used to by the PeopleSoft Project Costing Pricing Engine.

Rate sets do only one level of pricing. For example, if you an Actual row of $100 is calculated in PeopleSoft Maintenance Management and sent to the subsystems. The rate set WO_ACT1 is specified in the work order business unit and applies to the work order task row. This rate set indicates that actual rows are to be marked up by 20 percent. The rate set is applied and the new row is referred to as the markup row and is priced at 120 USD. Since you specified rate set, this is the only rate that applies.

However, what if you want the Pricing Engine to apply another rate WO_DISC1, which indicates that actual rows are discounted by 5 percent? Since you selected rate set on the Integration page of the work order business unit, you cannot apply this second rate to the transaction, which would created a newly priced row for the discount of 95 USD in PeopleSoft Project Costing. In this case, you would select a rate plan.

A rate plan is a collection of rate sets that the system executes in a specified order. Continuing with our example, if you had selected Rate Plan, you can create a rate plan in PeopleSoft Project Costing, for example, WO_RATEPLAN1, that contain both of the rate sets, WO_ACT1 and WO_DISC1. If we associate WO_RATEPLAN1 with the work order then for an actual row of 100 USD, two priced rows are created in PeopleSoft Project Costing:

• Row 1 = 100 USD (This is the transaction originating from PeopleSoft Maintenance Management.)

• Row 2 = 120 USD based on WO_ACT1 rate set (20 percent markup).

• Row 3 = 95 USD based on WO_DISC1 rate set (5 percent discount).

The rate set is associated with a rate template that resides in PeopleSoft Project Costing and contains four rate options specific to PeopleSoft Maintenance Management:

• WBI, which is the work order labor bill rate option.

• WCO, which is the work order labor cost rate option.

• TBI, which is the work order tools bill rate option.

• TCO, which is the work order tools cost rate option.

Once the Pricing Engine (PC_PRICING) runs, these costs reside in the Project Resource (PROJ_RESOURCE) table. When a work order transaction is priced, the Pricing Engine (PC_PRICING) updates the GL_DISTRIB_STATUS in PROJ_RESOURCE to Hold, which prevents the Accounting Engine (PSA_ACCTGGL) from selecting or processing any rows with this status. When a work order task is closed, the Work Order (task) Close Process (WM_CLOSE) updates GL_DISTRIB_STATUS to Costed. The rows in PROJ_RESOURCE are then selected by the Accounting Engine to apply the accounting rules, which enables the Journal Generator to generate chargeback accounting entries.

See Setting Up Rate Sets and Asset Integration Rules.

Work Order Creation from a Service Request

Employees in an organization can create and submit a self-service request online to an agent concerning a problem they may be experiencing which can range from the need to replace a light bulb in their office to problems with their computer hardware and software. Many service requests are fulfilled without creating a work order. However, if an agent receives requests concerning problems that cannot be resolved easily, then the agent creates a work order directly from the service request. When an agent creates a work order from a service request, the work order is created with a minimum of data. Later, a planner or scheduler can update the work order with any missing information and assign it to the appropriate technicians.

For example, an employee creates a self-service service request to have a file cabinet moved from one location in the employee's (requester's) office to another location. Because this type of work requires the use of facilities personnel to physically move the filing cabinet, the agent that reviews the service request creates a work order and work order task for a technician to move the filing cabinet. The work order is assigned and scheduled (if necessary). The technician then moves the filing cabinet, enters the time it took to perform the work in the work order, and marks the work order task as complete. The requester is notified that the work order is complete and has a specific amount of time to respond before the service request is closed. A work order task is automatically closed after the number of close days from the completion of the work order task, which is specified on the work order business unit definition, has expired. The closure of the work order is of no concern to the requester.

See Understanding Service Request Creation and Use.

Work Order Creation from PeopleSoft Project Costing or PeopleSoft Program Management

All work orders are associated with a project created in PeopleSoft Project Costing and at least one project activity that is either created in PeopleSoft Project Costing or generated in PeopleSoft Maintenance Management, depending on whether the project you create to associate with work order is:

• A Project Costing-managed project.

• A work order-managed project.

In PeopleSoft Program Management and PeopleSoft Project Costing, you can create a work order from an activity. To do so in PeopleSoft Program Management, you access the Program Management, Activity Definitions, Resources, Resources by Activity page, and in PeopleSoft Project Costing, the navigation is Project Costing, Activity Definitions, Team. Both the Resources by Activity and Team pages contain a Create Work Order button.

If you have PeopleSoft Program Management installed, you can identify asset (tool), material, and labor resources for an activity, and when you are ready to create a work order, you click the Create Work Order button to bring up a page that enables you to select which of the activity's resources you want to copy to a new work order.

If you have only PeopleSoft Project Costing installed, clicking the Create Work Order button will take you to a page from which you can select only the labor resources that you wish to place on the new work order you are creating. Regardless of whether you are using PeopleSoft Project Costing or PeopleSoft Program Management, the Create Work Order page that appears enables you to select the resources; identify the work order business unit, work order type, service group, and shop, and create a new single task work order with the selected resources automatically loaded to as requirements of the work order task.

Generic resources serve as place-holders for resources specified for a project. If you have PeopleSoft Project Costing and PeopleSoft Program Management installed, you can assign labor, asset, material, and other generic resources to a project. You can also create a work order and assign one or more these generic resources to the work order. When you define a generic resource for an asset (tools or equipment) in PeopleSoft Project Costing, you select the asset type, subtype, manufacturer ID, and model values for the asset. When you add generic labor resources to a work order, you can select a craft for the resource. When you schedule the work order, you can select a specific resource ID to replace the generic resource.

Note. For work order-managed projects, when you set up the PeopleSoft Project Costing Options component for a Project Costing business unit in Setup Financial/Supply Chain, Business Unit Related, Project Costing, Project Costing Options, you should select Optional for the Input Control, Business Unit, Project, and Activity field value.

No accounting activities are performed in PeopleSoft Maintenance Management. Instead, as work is performed and entered in the work order in PeopleSoft Maintenance Management, the labor, inventory, and purchase costs are sent to the feeder systems where the appropriate accounting is performed, and then sent to PeopleSoft Project Costing where it calculates the costs, capitalizes costs, and sends chargeback calculations to PeopleSoft General Ledger. Tool usage actual costs are distributed and calculated directly in PeopleSoft Project Costing. You can run the Cost Summarization process to collect costs from PeopleSoft Project Costing and display them as actuals in PeopleSoft Maintenance Management.

Work Order Creation from Help Desk Applications

You can integrate PeopleSoft CRM Help Desk and third party help desk applications with PeopleSoft Maintenance Management using the Integration Broker. You must perform the normal setup procedures for PeopleSoft Maintenance Management, as well as set up assets in the PeopleSoft Asset Management asset repository. This provides the foundation to enable you to create work orders from help desk applications.

When a help desk agent receives a call or a self-service notification that involves a problem that the agent cannot resolve without the intervention of one or more technicians, the agent can create a PeopleSoft Maintenance Management work order directly from the help desk application. The help desk application can access the assets in PeopleSoft Asset Management and the problem tree, shops, work order statuses, and work order priorities in PeopleSoft Maintenance Management using PeopleSoft Integration Broker. In addition, the help desk application maintains a history of all transactions that are sent to PeopleSoft Maintenance Management.

When a help desk agent creates a work order, the system sends a series of messages between PeopleSoft Maintenance Management and the help desk application using PeopleSoft Integration Broker. The help desk initiates the first message to create a work order to PeopleSoft Maintenance Management. Then, PeopleSoft Maintenance Management responds by sending a message that contains the new work order number and the status. If the system fails to create a work order, then the response message contains the errors that are relevant to the failure.

Once PeopleSoft Maintenance Management creates the work order, the system notifies the help desk of key events, which include a change in the work order header status, a change in the work order description, or a request for additional information. A request for information is usually sent to the agent in an email containing an embedded URL, and the technician's workbench in PeopleSoft Maintenance Management indicates that the technician is awaiting a reply to this request. If the agent responds to the email through the URL, the work order workbench indicates that the agent replied to the email.

A technician assigned to a work order can also add a note to which the agent can respond within the work order without using email. After the work order is completed, the system updates the help desk application with the status change and notifies the agent of this status.

If nothing else is necessary to complete the work order, the agent indicates that the problem is resolved and notifies the requester. If the requester is satisfied with the solution, then no further action is required. The agent can close a case without affecting the work order. The technician can manually close the work order or the work order will close automatically within a given time period. However, if the solution was not satisfactory, the requester can instruct the agent to keep the help desk case open. The help desk agent might then respond by creating a new work order.

To create a work order from a help desk application, you can assume that:

• All systems sending information track their requests or cases by business unit.

• Person data used for help desk case creation is part of the help desk system and is not related to person data used in PeopleSoft Maintenance Management.

  Because the help desk agent's contact information displays in the work order header, the help desk agent must also be set up in either the PeopleSoft FSCM or HRMS source data tables.

The help desk application is responsible for retrieving all asset information from the PeopleSoft Asset Management asset repository and for maintaining the history of all transactions sent to PeopleSoft Maintenance Management.

PeopleTools Integration Broker is used to issue a series of asynchronous messages that are sent between the help desk application and PeopleSoft Maintenance Management. PeopleSoft CRM Help Desk 8.9 and above and third party help desk applications must be set up to successfully send and receive the required Integration Broker messages. Activities that you must perform include:

• Setting up Integration Broker and activating application messages from PeopleSoft Maintenance Management to the help desk application on both the help desk application and PeopleSoft Maintenance Management databases.

• Setting up Integration Broker and activating all application messages from PeopleSoft Asset Management to the help desk application on both the help desk application and PeopleSoft Asset Management databases.

• Setting up problems in the PeopleSoft Maintenance Management Problem Tree.

• Selecting the Publish Data flag for the problems you want to be available to the help desk application.

• Entering work order default values (business unit, service group, type, & priority) for all problems to be published to the help desk application.

• Executing the COPY_* messages to populate the corresponding tables in the help desk application.

The following table describes the messages that are sent between the two products by means of the Integration Broker:

See PeopleTools PeopleBook: PeopleSoft Integration Broker

You cannot create a PeopleSoft Maintenance Management express work order from the PeopleSoft CRM Help Desk

Requests for Information

A technician can request more information from the help desk application by email if a valid employee ID or email address for the help desk agent is available on the work order header. The technician accesses the Notes link in either a work order's header or task, enters a new note, indicates that a reply is needed, and sends an email to the contact person (usually the help desk agent) identified in the work order. This email contains an URL that points to a reply page where the help desk's contact person can reply to the information request. When the help desk agent replies, the system automatically sets the note indicator in the technician workbench to Replied so that the technician knows that a reply to his request has arrived and is awaiting review. For a work order header note, an email is sent to the scheduler, supervisor, and lead person, indicating a reply was received. For a work order task note, an email is sent additionally to the technician. A technician can deselect the Request for Information check box in the work order's Notes page, which cancels the need for a reply to the note. This resets the note indicator in the technician workbench from Pending to Cleared. If the technician deselects the Reply check box, this resets the note indicator from Replied to Cleared.

Work Order Creation for an Asset from an ESRI Map Location

You can create a work order from an asset location on an ESRI map. You click a Map It button to access the ESRI map for a single asset in PeopleSoft Asset Management from these pages:

• Location/Comments/Attributes page in the Basic Add component. (Asset Management, Asset Transactions, Owned Assets, Basic Add.)

• Location group box on the Asset Information page in the Define Asset Operational Information component. (Asset Management, Transactions, Owned Assets, Define Asset Operational Information.)

You click the Map Selected Assets button to access the ESRI map for a single or multiple assets selected on the Asset Map Dashboard in PeopleSoft Asset Management. Once you access a map, the AM business unit and asset ID display as a marker for the selected assets. When you click on the marker, these details about the asset display:

• AM Business Unit (in label)

• Asset ID (in label)

• Asset Type

• Asset Sub-Type

• Asset Description

• Asset Status

• Asset Location

• Asset Area.

Depending on the page from which you accessed the map, specific links appear on the sub page:

• When you access the map from the Location/Comments/Attributes page or the Location group box on the Asset Information page, a link to create and Express Work Order appears on the sub page.

• When you access the map from the Asset Map Dashboard, two links appear on the sub page.

  One link enables you to create an express work order, and the second link enables you to drill down to asset.

Work Order Copy

You select the Copy To New Work Order check box in the User Preferences, PeopleSoft Maintenance Management page for selected users to enable them to copy data from an existing work order to a new work order by clicking the Copy Work Order button. This button is available only when you are updating an existing work order.

When you click the Copy Work Order button in the Work Order page, you can enter a work order ID for the new (target) work order or let the system assign the next work order ID automatically. You can copy both open and closed work orders.

You can also select specific work order data to copy, which can include:

• Task labor requirements.

• Task inventory requirements.

• Task purchased and on-hand requirements.

• Task tools requirements.

• Task labor schedules.

  Selecting this option also copies work order access information.

• Task inventory schedules.

• Task purchased and on-hand schedules.

• Task tools schedules.

• Header notes.

• Task notes.

Note. The options available for selection are dependent upon the setup of the user in User Preferences.

Note. Scheduled items that you originally created from the direct application of actuals, such as labor and tools items entered from the Technician Workbench and a direct issue of inventory items to the work order, will not be copied to the target work order. Only scheduled resources that a user enters on a work order are copied to the target work order.

See Understanding Overall System Setup Parameters for PeopleSoft Maintenance Management.

Additional data that is either copied or not copied from the source work order to the target work order includes:

• The work order type, service group, priority, shop ID, asset data, problem, cause, and resolution data, location, the work order description, and chargeback data are copied to the target work order.

• The project activity ID is copied from a work order, which is associated with a Project Costing-managed project, but it is not copied from a work order, which is associated with a work order-managed project.

• The required start date is set to the current date and is valid in accordance with default requirements, for the header, labor, inventory, purchase and on-hand, and tools requirements.

  You can change the required start date for the new work order before it is created.

• The required end date is set to the new required start date plus the difference between the source work order's required start and end dates, and is valid in accordance with default requirements, for the header, labor, inventory, purchase and on-hand, and tools requirements.

• The task statuses are based on how you set them up, which means that they will default to whichever status value is flagged as Initial.

  See Understanding Service Request and Work Order Statuses.

• The header status is recalculated based on the task statuses.

• The status audit log is created for both header and task statuses.

• The service request data is not copied to the target work order.

• The labor schedule lines are copied but the labor assignments and their corresponding ChartField distributions are cleared. New Chartfield distributions are created later when the schedule assignments are made.

• The tools schedule lines are copied but the tool assignments and their corresponding ChartField distributions are cleared. New Chartfield distributions are created later when the tool assignments are made.

• The inventory schedule lines are copied together with their corresponding ChartField distributions.

• The purchased and on-hand schedule lines are copied together with their corresponding ChartField distributions.

• The schedule and actual start and end dates and the actual costs are not copied to the target work order. The schedule start and end dates are recalculated and the actual start and end dates and costs are cleared. The actual start and end times are also cleared while the scheduled start and end times are copied as is.

  For example, you can copy a work order with a status of scheduled and indicate that you want to copy the labor, inventory, purchased and on-hand, and tools schedules. However, after the copy, the schedule start and end dates convert to the source work order schedule dates plus the difference between the new target work order required start date and the source work order required start date, all actual dates and times are cleared, and all actual costs are cleared.

• The source work order task attachments, instructions, and checklists are copied to the target work order's tasks.

• Work order job and task templates are not copied.

Creating a Work Order

To create a work order use either the:

• Work Order (WM_WO) component.

• Express Work Order (WM_WO_WR) component.

This section discusses how to:

• Define work order header information.

• Search for an asset.

• Add notes to work orders.

• Create attachments.

• Search for job templates.

• Copy to a new work order

Pages Used To Create a Work Order

Defining Work Order Header Information

Access the Work Order page. (Select Maintenance Management, Work Order Management, Work Order.)

Work Order	If the selected business unit indicates auto-numbering, then the system assigns the NEXT number after the last Work Order ID created. If auto-numbering is not selected for the business unit, you can enter a number manually.
Description	Enter a description of the problem being addressed by this work order. This description automatically defaults to the description field for the first work order task on the Requirements page of the work order. You can override this description on the Requirements page and enter a description that describes the specific work to be performed for the task. If you override this description for a work order task, this description on the Work Order page will not change. Note. To insure that a description of the work order problem and a description of the work to be performed for each task are entered, you can enter the problem description in the Description field on the Work Order page, and a description of the work to be performed for each task in the Description field on the Work Order Tasks grid at the bottom of the Work Order page.
Created On and Created By	Once a new work order is saved, these fields display the date and time that the work order was created and the name of the user who created the work order.
Mobile Updates Pending	Click this link to update the work order tasks that have had any data sent from to a third-party mobile device. Note. This link only appears if you have integrated a third-party mobile device with PeopleSoft Maintenance Management Web Services and selected the Enable Integration Enabled check box for the business unit used to create this work order. See Mobile Web Services Integration.
Required Start and End	Select the date that you want this work order to start and end. The current system date appears as the default date in these fields, which you can override.
Status	Identifies the overall work order status. The work order status reflects the most outstanding status of the work order task statuses. You cannot directly change this work order header status.
As of mm/dd/yyyy (as of month/day/year)	Click this link to access the Work Order Status History page, which describes the status of the work order, the date it was updated, and the name of the person who updated it.
Duration	Enter the number of hours and fractions of an hour needed to complete the entire work order. This field is informational only. Note. The duration value is not exported to MicroSoft Project. Instead MicroSoft Project calculates the duration based on the start and end dates of the work order and tasks.
Work Order Type	Displays the default value from the value entered on the Work Order - Add a New Work Order page. This is the tentative user-defined value for the type of work order you are creating. Typical work order types could be: CORR (corrective maintenance), Capital (capital), and PM (preventive maintenance). You can override this value. Note. You cannot change this work order type value after scheduling resources for a task.
Service Request Unit	Click to select a service request business unit to enable you to associate a service request with this work order. This field may already contain a value if: This work order was created from a service request. The business unit value from that service request displays here. The service request was created from an application, such as a help desk application, that is external to PeopleSoft Maintenance Management. This information is display-only.
Priority	Displays the default value from the value entered on the Work Order - Add a New Work Order page. This is the tentative level of urgency for this work order. Note. You can override this value.
Service Request and By	Select or enter a service request number. The By field contains the name of the person entered in the Requested By field in the service request. This could be the name of the agent or the original requester, depending who entered the service request. This person is automatically notified when a work order is completed or cancelled.
Shop	Displays the default value from the value entered on the Work Order - Add a New Work Order page. This is the tentative primary shop. You can override this field. Note. You cannot change this shop value after scheduling resources for a work order task.
PM Schedule ID (preventive maintenance schedule ID)	Identifies the preventive maintenance schedule, which was used to generate this preventive maintenance work order. If this is not a preventive maintenance work order, this field does not display.
Approval Status	If the work order business unit, shop definition, or work order type indicate that this is a pre-approved work order, the defaulting approval status is Approved. However, if the work order business unit, shop definition, or work order type indicate that this work order must be approved, then the value in this field is determined by the current status of the approval process, which includes: Initial. Pending Approval. Approved. Denied. Canceled. Note. If work order header status is canceled, work order approval is not invoked. See Setting Up Statuses for Service Requests and Work Orders.
Approval History	Click this link, which displays after you run the Approval process for this work order, to access the Work Order Approval page, which displays the steps in the approval process.
Attachments	Click this link to access the Work Order Attachments page. If a service request is associated with this work order, you can view any of the attachments added when the service request was created.
Supplemental Data	Click this link to access the supplemental data that you set up for the work order header. The contents that display in this page are entirely dependent on how you set up the supplemental data. You set up supplemental data to extend the information stored for an object without modifying that object's base record (table). Objects, include records, pages, and components, which must be specifically configured to accept supplemental data.
Notes	Click this link to access the Work Order Notes page.

Approval Preview and Submit for Approval

Click the Approval Preview button and the Submit for Approval button to access the Work Order Approval page.

See Understanding the Work Order Approval Process.

Asset Information

This asset information is applicable to the entire work order and is optional.

See Understanding Service Request and Work Order Statuses.

See Understanding PeopleSoft Maintenance Management.

See Work Order Business Unit Defaults and Default Hierarchies.

See Understanding Service Request Creation and Use.

See Establishing Work Order Priority Codes.

See Understanding Labor and Tools Resource Setup and Maintenance.

See Understanding the Work Order Approval Workflow Architecture.

See Understanding the Work Order Approval Process.

See Creating Attachments.

See Understanding Supplemental Data.

Work Order Tasks

When a work order is created, one task is automatically created. This grid displays all the tasks and their details associated with this work order. If you copy a job template to a work order, the tasks copied from the template are listed here. You can add a task to this grid by adding a new row, however, you can access the Requirements page to define resources for each task, and access the Schedules page to schedule the resources for the task.

The Asset Description hyperlink allows you to view the outstanding work orders for the Asset ID. If you click on the link, a new window for the work order or technician workbench is displayed. You can then use the search functionality on this page to see if duplicate work orders exist.

When you select and save an asset for a work order or work order task, you can click the Failure ID Add link to access the Work Order Failure Tracking page and describe the detail failure information concerning the asset. This activity is optional.

Note. Typically, if you are going to define resource requirements for one or more tasks, you set up the task and define the requirements on the Requirements page. If you are not going to define requirements, you can set up one or more tasks on the Schedules page and schedule the resources. You can also add tasks from the Actuals page. If the work order requires approval, the Schedules and Actuals tabs do not display.

The fields used to create a work order task, which appear on the tabs of this Work Order Tasks grid, are defined in detail in the section Creating Work Order tasks. The fields used to define labor, inventory, purchase/on-hand, and tool resources are described in detail in the Defining Work Order Task Requirements chapter.

See Defining Work Order Task Requirements.

See Pages Used To Create Work Order Tasks.

Searching for an Asset

Access the Asset Search page. (Click the Advanced Search icon next to the Asset ID.)

Search Criteria	Select the criteria to narrow your search for an asset using these fields: Tag Number Serial ID Asset ID AM Business Unit (this field usually contains a default value from the work order.) Description Location Area ID Asset Criticality Asset Type Asset Subtype Manufacturer Model Asset Status (default value is In Service). Supplemental Data Criteria Click this link to access any supplemental data search criteria that has been set up for an asset type, subtype, manufacturer ID, and model. Linear Asset Select this check box to identify this asset as one that has coordinates for its start and end points, for example, a train track, a pipeline, or a roadway. You can override this option from the basic component when adding or updating assets.
Search	Click this button to display a list of assets meeting your search criteria.
Search Results	Asset Information The asset information tab contains these fields: Asset ID Description Hierarchy If you set up an asset hierarchy for an asset in PeopleSoft Asset Management, a Hierarchy icon appears in the Search Results. Click this icon to access the Asset Component Hierarchy page in PeopleSoft Maintenance Management, which displays the asset and any associated components. You can view the component hierarchy of the asset and the asset components that comprise the hierarchy from the Asset Component Hierarchy page. Just like the Advanced Asset Search page you can select any asset that is displayed in the hierarchy returning the selected asset to the work order page from which you originated the asset search. Location Area ID Business Unit Tag Number Serial ID

Creating Attachments

Access the Work Order Attachments page. (Click the Attachments link on the Work Order page.)

Description	Enter a brief description of each attachment.
	Click this icon to enable you to search for an attachment such as a drawing, diagram, or other type of document that is needed for the construction, service, or repair of the selected asset.

Adding Notes to Work Orders

Access the Work Order Notes page. (Click the Notes link on the Work Order page.)

New Note

Enter a subject for the note and then the note. Click the Save button to save the note.

The check boxes on the left of the notes are used for selecting which notes are sent when you click the Send to Scheduler button on the page. The note is available in the Work Order Workbench for the scheduler identified in the work order.

Note. You must set up an email address in the selected scheduler's user profile for the Send to Scheduler button to display on the page.

Notes Contents

When you save a note, it displays the note in the Note Contents group box, along with the date and time the note was entered, and by whom. As notes are added, this enables you to keep track of the note history.

Searching for Job Templates

Access the Job Template Search page. (Click the Job Template link on the Work Order page.)

Asset Business Unit	Select an asset business unit or a default business unit displays.
Asset ID	Displays a field name depending on which of the values that you select for the Asset Lookup Field definition in the work order business unit, which include: Asset ID Serial ID Tag Number Vehicle ID Number
Include Non-Asset Templates	Select this check box to include job templates that contain tasks that do not directly involve the asset, such as a multi-task operation to clean up and restore the work area. Note. If you do not select and Asset Management business unit and an asset in the work order header or task when you access this search page, this check box is automatically selected and only nonasset templates are listed after performing the search.
Copy PCR Criteria to Tasks (copy problem, cause, and resolution criteria to tasks)	Select this check box if you did not specify the problem/cause/resolution (PCR) code values in the fields on the Work Order page, but selected PCR codes instead on the search page to refine your search. You have the option of copying these PCR lookup values back to the work order task lines. When you save the work order, the work order copies the problem, cause, and resolution to each of the task lines created from the selected job template.

Important! When you select a job template to apply to this work order, it copies the associated task template information to the work order tasks. The system only copies task template lines to a work order task line that does not contain any default values or values entered by a user. Usually, once a user enters a task line, a new line is triggered into which the system can copy a task line associated with work order job template.

See Defining Resource Requirements for a Work Order Task.

See Understanding Work Order Task Resource Requirements.

Copying to a New Work Order

Access the Copy to Work Order page. (Click the Copy to New Work Order button on the Work Order page.)

Click the Copy To New Work Order button to access the Copy to Work Order page.

Note. This button displays only if this option is selected for this user in User Preferences.

See Work Order Copy.

Defining a Failure Event

Access the Work Order Failure Tracking page. (Maintenance Management, Work Order Management, Work Order Failure Tracking, Work Order Failure Tracking) or click the Failure ID link on the Work Order, Requirements, or Schedules page of the Work Order component, the Work Order Completion component, and the Technician Workbench.)

Business Unit	Displays the business unit associated with the work order and work order task to which this failure event is associated.
Work Order ID	Displays the ID of the work order associated with this failure event. The system will only display work orders associated with an asset on this page.
Task Number	Displays the task number that is associated with the work order that you selected. If the work order has multiple tasks, you can select from any of those tasks as long as a failure event has not been created for that task.
Task Status	Displays the current status of the task based on the status selected in the work order. The date that the status was created displays as a link. Click this link to review the Task Status History page.
Asset Unit	Displays the business unit associated with the asset for which this failure event is created.
Asset ID	Displays the Asset ID or whatever value is specified in the Asset LookUp Field on the work order business unit Definition page. (Asset ID, Serial ID, Tag Number, Vehicle ID Number) When you select an asset ID, the description of the asset appears as a link. Click this link to view the Asset Information page.
Criticality	Displays how critical the asset is to the operation of the organization. A Warranty icon or Hazardous icon may appear next to an asset's criticality code. You can click the Warranty icon and access the Asset Warranties page for this asset to find out if the warranty covers the repair or partial repair of this asset. You can click the Hazardous icon and access the Asset Information page, which provides more information about any hazardous condition related to the selected asset.
Problem Reporting	Displays values entered on the Requirements page of the work order for this task. You select values for these fields based on the asset associated with the work order and this failure event. Problem Group Problem Cause Resolution See Setting Up Problem Cause Resolution Data and Problem Trees.
Failure ID	Displays the next failure id in the system or displays a unique failure ID entered by the user.
Failure Start and Failure End	Enter or select the date (required) and the time (optional) that this failure event began. Selecting a failure start date enables the system to compute the mean time between failures metric for the Failure Tracking Analysis information. Optionally enter or select the date and time that this failure event ended. You would normally enter it after the asset failure is resolved. Important! If the Failure Start and Failure End dates and times are blank on this page, and the Actual Start Date and Start Time and Actual End Date and End Time in the Asset Downtime grid contain values, the system will update the blank failure start and end dates and times fields with the actual start and end dates and time for the asset. You can override these values. However, if a value appears in the Failure Start field, the asset downtime actual start and end date and time field values will not override the Failure Start field value, or place a value in the Failure End field.
Failure Severity	Select a code that best describes the seriousness of this failure event to the organization. This is a required field. Failure Severity codes are set up in Set Up Financials/Supply Chain, Product Related, Maintenance Management, Failure Tracking Setup, Failure Severity.
Description	Enter or add to a description of the failure. You can click the arrow icon to access a larger Description page (ModalWidget).
Time to Repair	Displays the same value as the Total Actual Downtime field, if actual downtime has been calculated for this asset. You can adjust this value to the actual time that it took to repair the asset. For example, the total time the asset associated with this failure event was down was eight hours. However, it only took the technician four hours to repair the asset. The other four hours were used for cleanup and reports. Entering 4 hours in this field provides a more accurate picture of how much time it actually took to repair this asset based on this particular failure.
Total Actual Downtime	Displays the total actual downtime for the asset based on the entry of the actual start and end dates and times in the Work Order component, the Technician Workbench component, the Downtime Entry component, or by clicking the Asset Downtime link on this page and entering actual downtime start and end dates in the Asset Downtime – Actual Downtime grid.
Costs to Repair	Displays these costs to repair the asset: Labor Inventory Purchasing Tools The system uses this repair costs data as the actual costs in the Work Order Failure Analysis metric calculations. When the system calculates the actual task costs for a work order task, it updates these costs in both the Task Actuals and Costs page and the fields on this page as long as a failure event exists for the task. The values in the fields of each row are equal to the Task Actuals values in the work order for this task. However, you may know that the costs to repair this asset are either higher or lower that the Task Actuals calculation by the system. Based on this knowledge, you can override the Costs to Repair values for this failure event. For example, the total asset downtime was eight hours, and you entered 8 hours for the work order task to calculate the labor, inventory, procurements, and tools. However, you know that the actual labor to repair the asset only took 4 hours. The technician spent four more hours doing paperwork, which you do not want to count as part of the actual repair time and costs. You can adjust the costs to repair amount for labor to 4 hours instead of 8 on this page to derive a more realistic scenario. Any metrics calculated based on this page do not change the values for the work order task. If the system updates the task actuals a second time in the work order, the Costs to Repair field on this page will not be updated. You must modify these Costs to Repair values manually. If you create the Work Order Failure Tracking page before any actual costs have been calculated for the task, there will be no data in the Cost to Repair field or the Total Actual Costs field. If you want to analyze this data before the actual costs are calculated, you can enter the Cost to Repair fields manually.
Task Actuals	These fields are updated by actual costs calculated for the work order task. These same values initially update the Costs to Repair values on this page. Refer to the Costs to Repair field description to understand how these Task Actuals are used on this Work Order Failure Tracking page.

Additional Failure Event Information

Depending on the work order task and asset, these links appear on the Work Order Tracking Failure page:

• Failure Impacts

• Asset Downtime

• Causal Parts

• Meter Readings

• Warranty Claim

Failure Impacts

Access the Failure Impacts Grid. (Click the link on the Work Order Failure Tracking page.)

Failure Impacts	Click this link to display the Failure Impacts grid.
Impact Type	Select one of the Failure Impact codes, which define the situation impacted by this failure. You can add more than one failure impacts codes by row to a failure event. Assigning a failure event one or more of these codes enables you to search for failure events based on failure impact on the Failure Analysis page. Failure Impact codes are set up in Set Up Financials/Supply Chain, Product Related, Maintenance Management, Failure Tracking Setup, Failure Impact.
Notes	Click the Add link to display the Failure Impact Notes page (WM_WO_FAILIMPC_SEC) where you can enter details about how this selected impact type affects the failure event.
Last Update	Displays the date and time the notes were last updated when you click the OK button on the Failure Impact Notes page.
Last Updated	Displays the date and time the notes were updated once click OK on the Failure Impact Notes page.
Last Update By	Displays the name of the person who last updated the notes and clicked OK on the Failure Impact Notes page.

Asset Downtime

Access the Actual Downtime grid. (Click the Asset Downtime link on the Work Order Failure Tracking page and select the Actual Downtime tab.)

You normally enter planned and actual asset downtime information for an asset associated with a work order task in the Work Order, Technician Workbench, or Downtime Entry components. When you create a failure event for a work order task that has some or all of asset downtime defined, the system updates the Asset Downtime grid on the Work Order Failure Tracking page with this downtime information. Planned downtime is optional for tracking failure events.

If you have not entered any asset downtime prior to creating a failure event, you can enter the information in the Asset Downtime grids on this page. The system will update the Asset Downtime grids associated with the Work Order, Technician Workbench, and Downtime Entry components with the asset downtime information that you enter in the grids on the Work Order Failure Tracking page.

If you have not entered any asset downtime from the Work Order, Technician Workbench, or the Downtime Entry components, the Asset Downtime grid on the Work Order Failure Tracking page will be blank and no figure will appear in the Total Actual Downtime field or the Hours to Repair field. If this is the case, you can enter the actual downtime data on the Work Order Failure Tracking page or enter it in the Work Order, Technician Workbench, or Downtime Entry components. When the data is saved, the Total Actual Downtime and Hours to Repair fields are updated.

When you enter the actual downtime for the asset associated with this failure event and save the page, the system calculates the Planned Actual Variance, updates the Time to Repair and Total Asset Downtime fields on this Work Order Failure Tracking page, and updates the asset downtime for this asset and task in the Work Order, Technician Workbench, and Downtime Entry components.

If the Failure Start and Failure End date and time fields are blank on the Work Order Failure Tracking page, and the Actual Start Date and Start Time and Actual End Date and End Time on the Actual Downtime grid contain values, the system updates the most recent of these values in the Failure Start and Failure End date and time fields. You can override these values.

Note. The Actual Downtime grid may already contain data that was entered in the Work Order, Technician Workbench, or Downtime Entry components for this work order task.

See Entering Asset Downtime.

Causal Parts

The Causal Parts grid enables you to select and enter the quantity of part or assets that were responsible for the failure of the asset associated with this failure event. This data is used to add information about a failure event, but it does not affect any costs or quantities for the failure event or the work order task associated with it. You can use causal parts as search criteria to locate specific failure events for analysis.

Access the Causal Parts grid. (Click the Causal Parts link on the Work Order Failure Tracking page.)

Part Type	Select one of these as one of the causal parts responsible for the failure event: Part Asset
Causal Part ID	If you have not selected a causal part for this failure event, you can click the Add link to select and describe the part or asset. After adding a part, you can click the ID and view the details concerning the selected causal part.
Quantity	Enter the number of these causal parts involved in the failure event.
Comments	Click the Add link to access the Failure Causal Parts page (WM_WO_FAILCAUS_SEC) and add comments about the selected causal part, such as the part has corroded.

Meter Readings

The Meter Readings link is only enabled if the asset has one or more meters associated with it. The system calculates the mean meter reading metric for an asset to use for analysis.

Access the Meter Readings grid by clicking the Meter Readings link.

Warranty Claim

The Warranty Claim link is only enabled if the asset has warranties associated with it. This grid displays the warranty associated with the failure event's asset.

Access the Warranty Claim grid. (Click the Warranty Claim link on the Work Order Failure Tracking page.)

Claim Number

Click the Update link below the Claim Number to access the Task Cost Recovery page, where you can add the information and attempt to recover the cost of repairing on replacing the failed asset associated with the task. See Managing Warranty Claims.

Creating Work Order Tasks

To create a work order task, use the Work Order (WM_WO) component.

This section discusses how to:

• Create work order tasks.

• Enter asset downtime.

• Set up work order task accounting.

Pages Used To Create Work Order Tasks

Creating Work Order Tasks

Access the Requirements page. (Select Maintenance Management, Work Order Management, Work Order and select the Requirements tab.)

Task Number	The system generates a number for each task.
Duplicate this Task	Select the check box and then click the plus sign in the upper right corner of the Work Order Tasks group box to create a copy of this task. Note. You can also click the plus sign in the upper right corner of the Work Order Tasks group box to insert another blank task. You can create as many tasks as needed using this method. You can click the minus sign in the upper right corner of the Work Order Tasks group box to delete a task.
Sequence	Enter the number that represents the numerical order within the work order in which to complete this task.
Required Start and Required End	Select the start and end dates and times. The default start and end date values are derived from the work order header. You can override this information.
Task Description	Enter a brief description of this task. This field is required.
Duration	Enter the total number of hours and parts of an hour that the task will take to complete.
Dependent Task	Select the task that must be performed before this task can be started for work orders associated with more than one task.
Status	Select the user-defined status for this task based on the statuses in the list. The work order task status values are user defined and correspond to system-defined internal statuses. The values that display in this list are determined by the allowable status transitions that are set up when you set up the work order task statues. Workflow approval also affects the statuses that you can choose from. For example, if workflow approval is required (based on the business unit, work order type, or shop setup), then only the Open, Canceled and On Hold statuses are available until the work order task is approved. Tables that define the behavior of each status are defined in the Setting Up Service Request and Work Order Statuses chapter. See Setting Up Statuses for Service Requests and Work Orders. See Understanding Work Order Task Completion.
As of mm/dd/yyyy	Click this link to access the Task Status History page, which lists the changes in status for this task as of the date specified in this link.
Overlap % (overlap percentage)	Enter the percentage that this task overlaps with the dependent task. You can load this information into Microsoft Project.

See Scheduling a Work Order.

Additional Task Information

The Additional Task Information group box contains these fields:

Task Asset Information

If you identify an asset in the work order header, it can apply to all the work order tasks. However, you can also identify different assets for each work order task. To use more than one asset in a work order, you must select the Multiple Assets Per Work Order option in the work order business unit. If you do not select this option, the asset fields for a task are not available for selection and the tasks use the asset selected in the work order header.

Note. The principles of selecting an asset for a task are the same as selecting an asset in the work order header.

Problem, Cause, and Resolution Data

You can optionally associate a problem group, problem, cause, and resolution with a work order task. Specifying these values enable you to search for a work order job or task template, which already has requirements defined for this type of problem. In addition, specifying these values enables you to categorize this task in order to later search for this task or other work orders and tasks associated with the PCR data specified for this task.

See Understanding Work Order Templates.

Resource Requirement and Associated Task Data Links

Click the Labor, Inventory, Purchase/On-Hand, and Tools links to set up resource requirements for a work order task. This is described in detail in the Defining Work Order Task Requirements chapter.

See Defining Resource Requirements for a Work Order Task.

Entering Asset Downtime

Access the Downtime Entry page. (Click the Asset Downtime link on the Requirements page of the Work Order component.)

The Downtime Entry page header information is derived from the asset description in the work order task.

Planned Downtime

Select a reason for the downtime and then select the proposed start and end downtime dates and times, and enter the number of yours that you think the asset will be down. When you save the page, the variance field initially displays the hours of proposed downtime.

Actual Downtime

You can modify the Downtime Reason if necessary. Enter the actual dates and times that the asset was down and the number of hours that it was down. When you save the page, the variance on the Planned Downtime tab displays any difference. For example, if you planned for the asset to be down for repair for 4 hours and it only took two hours to repair it, then the Variance field will display – 2.000.

Setting Up Work Order Task Accounting

Click the Set Accounts link on the Requirements page to access the Work Order Task Accounting page.

Asset Information

Project

Using the Work Order Actuals Page

This section defines the Actuals page in the Work Order component.

Page Used to Use the Work Order Actuals Page

Defining the Work Order Actuals Page

Access the Actuals page. (Maintenance Management, Work Order Management, Work Order, select the Actuals tab.)

The Actuals page is updated based on the dates and resources that you enter on the Schedules page for each work order task and the data that you enter on the Technician Workbench for each work order task.

Using the Work Order Miscellaneous Page

This section describes how to use the Miscellaneous page in the Work Order component.

Page Used to Use the Work Order - Miscellaneous Page

Using the Work Order - Miscellaneous Page

Access the Work Order - Miscellaneous page. (Select Maintenance Management, Work Order Management, Work Order and select the Miscellaneous tab.)

Most of the information in the top half of this page comes from the work order header. However, you can enter a description and select or override the supervisor, scheduler, and contact in this page.