Create Service Requests and Field Service Work Orders

Use the following tasks to create service requests and field service work orders:

There are two ways to create the Preventive Maintenance service requests and work orders. There's an ESS job named Create Service Work Orders for Preventive Maintenance and an Oracle Integration Cloud (OIC) solution named Service Logistics Preventive Maintenance. Both processes have the same input parameters, as follows:

Input Parameters (same for ESS job and OIC)

• Maintenance Organization: Used to retrieve Preventive Maintenance maintenance work orders (MWOs).
• Service Request Category: Used to create Preventive Maintenance service requests.
• Create Work Order: Used to create field service work orders, generic or from Oracle Field Service Cloud.
• Work Order Type: Used to create field service work orders.
• Work Order Status: Used to create field service work orders. You can select the Submitted, Scheduled, or Started status.

Tasks

Task	Application	Who or what starts this task?	Description
Create Preventive Maintenance Service Request, Work Order, and Parts Requirements	Service Logistics	Usually created by field service planning or dispatchers. Note: See the Service Request Creation for Preventive Maintenance and the Fusion Service - Work Order Creation for Preventive Maintenance sections that follow.	Create preventive maintenance service requests, work orders, and parts requirements from an asset’s Preventive Maintenance MWOs.
Create Part Orders	Service Logistics	Usually done by a service planner/dispatcher, a field service administrator, or a parts coordinator.	Order the parts required for your preventive maintenance work orders using the Service Logistics Manage Part Requirements page.
Create Field Service Activity	Fusion Service	OIC integration automatically creates the field service activity.	Create a service activity to start the planning and execution of the required maintenance.

Service Request Creation for Preventive Maintenance

This table shows how the Create Service Work Orders for Preventive Maintenance ESS job or the Service Logistics Preventive Maintenance Oracle Integration Cloud (OIC) solution - create service requests. Most of the attributes come from the maintenance work order (MWO) that drives this process.

Service Request Creation

Service Request Attributes	How's each service request attribute populated?
Title	Work definition name comes from MWO. If the MWO doesn't have a work definition (for example, if it's created from multiple merged work definitions), Service Logistics uses the MWO’s Preventive Maintenance program name.
Primary Contact Party ID	Contact from asset Asset customer's preferred contact
Problem Description	MWO work definition description MWO description
Category ID (Service Request Category)	ESS/OIC input parameter
Inventory Item ID	MWO inventory item
Source ID (where the service request originated)	Null
Account Party ID	MWO asset customer
Install Base Asset ID	MWO asset

Work Order Creation for Preventive Maintenance

This table shows how the Create Service Work Orders for Preventive Maintenance ESS job or the Service Logistics Preventive Maintenance Oracle Integration Cloud (OIC) solution creates field service work orders for the service request that it just created. Most of the attributes come from the maintenance work order (MWO) that drives this process.

Generic and Field Service Work Order Creation

Work Order Attributes	How is the generic work order created?	How is the Field Service work order created?
Title	Service request title from the service request	Service request title from the service request
Service Request ID	Service request ID from the service request	Service request ID from the service request
Work Order Type	ESS/OIC input parameter	ESS/OIC input parameter
Work Order Status	ESS/OIC input parameter	ESS/OIC input parameter
Install Base Asset ID	MWO asset	MWO asset
Account Party ID	MWO asset customer	MWO asset customer
Contact Party ID	MWO asset contact MWO asset customer's preferred contact	MWO asset contact MWO asset customer's preferred contact
Contact Name	Contact party name	Contact party name
Contact Email	Contact party email	Contact party email
Contact Phone Number	Contact party phone number	Contact party phone number
Service Address ID	Null	Null
Address1.. Address4, City, County, Postal Code, State, Province, Country	MWO asset location ID is used to retrieve the address components from the TCA Locations table (HZ_Location table).	MWO asset location ID is used to retrieve the address components from the TCA Locations table (HZ_Location table).
Time Zone Code	ESS job MWO asset location (HZ_Location) time zone FND Time Zone profile option OIC MWO asset location (HZ_Location) time zone Coded value in the OIC	ESS job MWO asset location (HZ_Location) time zone FND Time Zone profile option OIC MWO asset location (HZ_Location) time zone Coded value in the OIC
Work Order Area (not a required field)	Null	ESS job calls the Fusion Service REST API (svcWOarea) to get the work area: Inputs: Postal Code (from MWO asset location) Time Zone Code (from MWO asset location) Country Code (from MWO asset location) Work Order Type (from user input when submitting the ESS job) Outputs: WO Area (string) OIC calls the Fusion Service REST API (svcWOarea) to get the Work Area. Inputs: (configurable by customer) Postal Code (from MWO asset location) Time Zone Code (from MWO asset location) Country Code (from MWO asset location) Work Order Type (OIC input) Outputs: WO Area (string) Note: If the svcWOarea API doesn't return a value, Service Logistics can still create the Oracle Fusion Service work order. In this case, you must create an after trigger in Oracle Application Composer that populates the work order area, so that a corresponding activity can be created in Oracle Field Service.
Resolution Due Date	MWO planned completion date	MWO planned completion date