Set Up Field Service Preventive Maintenance

Organizations that maintain assets deployed at their customer locations need to perform preventive maintenance activities on those assets using field service functionality.

There are two ways to perform field service preventive maintenance: through an OFSC (Oracle Field Service Cloud) activity or through a Fusion Service generic work order. Service Logistics helps the integration between Maintenance, Fusion Service, and Field Service cloud applications. This enables field service administrators to oversee preventive maintenance work on customer-owned assets using the Service Logistics application.

• Preventive maintenance work orders for the installed base assets are created in the Oracle Maintenance Cloud application.

• A scheduled process is run in Service Logistics to generate Fusion Service SR (service request) and Service Work Orders with the maintenance work order details. These service requests and service work orders are then accessible in the Fusion Service UIs, Service Logistics UIs and the Field Service application.

• Field service technicians perform these work orders and create debrief using the Field Service application.

• Field service administrators edit and create part requirements, review debrief, complete, and post charges for the work orders in Service Logistics.

• The maintenance work order is then updated to reflect the task completion.

The following steps must be completed in Maintenance Cloud to set up the preventive maintenance workflow.

1. Set Up Customer Assets: Create an Installed Base asset with customer association and set the customer address as the asset location. This address represents the location being serviced. The installed base asset should be enabled for attributes required for preventive maintenance flow:

   • Allow maintenance programs

   • Allow work orders

   Note: The Operating Organization of the asset needs to be a Maintenance Organization. This is required for the preventive maintenance flow for defining the setups and generating work orders using Maintenance Cloud.

2. Define Maintenance Programs: A maintenance program consists of multiple work requirements. Based on the maintenance programs, a maintenance forecast is generated which is then used to automatically create maintenance work orders. Maintenance programs must have the following details:

   • Asset or item covered by the program

   • Preventive maintenance forecast details and scheduling pattern

   • Work definition consisting of the materials required

3. Generate Maintenance Forecast: Run the Generate Maintenance Forecast process from the Generate Maintenance Forecast page or through the Actions drop-down button on the Maintenance Program page. Note that you can run the scheduled process on demand or schedule it to run at a specific time interval.

4. Create Preventive Maintenance Work Orders: Run the Create Work Orders scheduled process to create the maintenance work orders based on the forecast. This can be done either on the Generate Maintenance Work Orders page or through the Actions drop-down button on the Maintenance Program page. The work order is initially created with the status as Unreleased. The status must be updated to Released so that it can be integrated with Fusion Service.

5. Rather than using the Create Preventive Maintenance Work Orders program, you can use the Oracle Integration Cloud Service Logistics Preventive Maintenance scheduled process. You can configure this integration process to retrieve extra details from Maintenance Cloud and provide these details to Fusion Service, for example, the work order area to use based on an asset’s time zone.

For information, see chapter Maintenance Programs in the Using Maintenance guide.