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 and third party help desk applications.
Work order creation for an Asset from an ESRI map location.
Work order copy.
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 before you create a work order.
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 and third-party help desk applications.
PeopleSoft Maintenance Management service requests.
PeopleSoft Program Management.
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 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 topic of this documentation.
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.
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.
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
Inventory costs are collected by running
Procurement costs are collected by running
Tool costs are collected by running
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 non-inventory 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 non-inventory 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 topic.
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.
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 themenu 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 supplier, 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.
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.
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.
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.
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 supplier, 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.
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 documentation PeopleTools: 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.
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.
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
You can identify the problem group, problem, cause, and resolution to associate with a asset-related or non-asset 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 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.
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.
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.
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.
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 page.
Selectand select a GL business unit for the project that will be associated with the work order.
Select the Generate Chargebacks check box on the 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
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 non-inventory 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 WO_RATEPLAN1 is associated 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.
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.
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 Create Work Order button.page, and in PeopleSoft Project Costing, the navigation is Both the Resources by Activity and Team pages contain a
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 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.
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 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:
Publish All Problem Tree information for problem trees set up in PeopleSoft Maintenance Management.
The Problem Tree page (WM_PROBLEM_TREE) in PeopleSoft Maintenance Management has a Publish Data check box in the top level of the tree, which, when selected, sends a problem's branch information to the help desk, which uses it to identify and classify a problem.
Publish All Shop Location information.
This message copies all shop locations to the help desk application. These are the shops (service locations) available to the help desk agent when creating a work order.
Publish Work Order Header Status Code information.
This message copies the work order statuses to the help desk application. These are the work order statuses returned to the help desk from PeopleSoft Maintenance Management when a work order is added or updated.
Publish all Work Order Priority information.
This message copies the work order priority codes to the help desk application. These are the priorities available to the help desk agent when creating a work order.
Subscribe to work order add/update request from help desk.
This message enables the help desk agent to add or update work orders. This message creates a work order in PeopleSoft Maintenance Management when the help desk agent invokes the Create Work Order related action on a case. The message updates a work order in PeopleSoft Maintenance Management when the agent changes the contact information on the case.
Publish to work order create/update response.
This message returns an Add or Update status to the help desk application. If the Add work order is successful, this message returns the new work order number and its initial status. If unsuccessful, this message returns the errors encountered trying to create the work order.
Publish to key event reporting.
Send work order key events to the help desk application. Key events include: work order status change, work order description change, and request for more information from the work order technician.
See documentation PeopleTools: 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.
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)
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.
Note: PeopleSoft does not automatically update the latitude or longitude in the location definition. These must be entered manually.
You select the Copy To New Work Order check box in the 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.
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.
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.
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.