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Section 4: The Service Reques~
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Server AMS 2013 SPl End User Training Manual
Section 4 : The Service Request 0 59
The Service Request General Workflow Overview The Request panel allows the user to create and manipulate data within the service request workflow. The service request is a reactive workfiow, beginning when a customer calls to report a problem and the call-taker enters the problem code in the service request form. Once a problem code is selected, the call-taker enters all desired information in the incident information panel of the service request, as well as the caller information panel. The call-taker geocodes the incident address so that the service request is tied to a point on the map, and then saves the request.
The Problem Code Search Panel
1. To create a new service request, click the drop-down list by the Request icon in the main toolbar and select new service request. The Problem Tree and Problem Keywords panels open. Either can be used to select an incident code: • Problem Tree: Navigate to the desired incident code by selecting the desired domain group on the left, which will populate a list of incident codes in the right panel. Double-click on the desired incident code to select it. I to display a list of incident codes matching the keyword. Click on the desired code to select it. • Problem I(eywords: Type the desired keyword in the Keyword field. Click I 0.. FinJ
Problem Tree
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Domain: WSD
Sewer Storm Water
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NOn:: Incident codes, problem trees, and keywords are defined by the domain administrator.
If the domain administrator has configured questions and answers for this request template, the Caller Questions & Answers panel will display once you select a problem code.
60 0 Section 4: The Service Request
Server AMS 2013 SP1 End User Training Manual
aller Q estions &: Answers
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Question: Is water flowing from Inside the bUilding?
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Answer: YES
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2. Select the answer from the Answer drop-down, or enter a free-form response.
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The Incident Information Tab
The Incident Information tab is displayed by default. It contains information about the request.
1. Clear all pins and map selections.
2. Fill in the Incident Information tab, such as the Address, Submit To, Dispatch To, and Details.
I Copy" C,II"
I to copy the address
3. If the incident address is the same as the caller address, click
information into the Caller Information tab.
I Cow 'o Incld,o< . on the
111': If the caller information is gathered first and it is also the incident location, click Csller InfortnlJt/on tab to copy it to the Incident InfonnlJtlon tab.
I Geo.ode I to capture the X and Y coordinates (note that the X and Y fields on the Incident Information panel are now populated with the coordinates). Once you save the request, a push pin will appear at this location on the map.
4. Click
Server AMS 2013 SPl End User Training Manual
Section 4: The Service Request 0 61
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Section 4: The Service Request
Server AMS 2013 SP1 End User Training Manual
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Description : Lo'N water pres-sw e
Address: 1604 E Pebble Creek Blvd
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City: Kokopelli Springs
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The Existing Requests with the Same Problem Code panel is located at the bottom of the Incident Information tab and displays any other existing service requests with the same problem code,
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1111 Section 4: The Service Request 0 63 Server AMS 2013 SPl End User Training Manual 1. If the problem has already been reported and a service request created, highlight the record and click I Id Sa"e I to add the caller to the existing service request. I to create a 8ave If you do not want to associate this caller to an existing service request, simply click [ new record. Call History Once you enter a caller's information, any previo~s calls by this person will be displayed in the Call History panel. em - ,-- Incident Num Request Id Prob Details Call Time Callback Con 275597 126245 912012010 11:20 AM , , [ III The Caller I nformation Tab There are two ways to enter information in the Caller Information panel. One is to click in each field and manually enter the caller information. Or, follow these steps to enter the information more quickly: 1. Type in the first few letters of the caller's last name in the Last Name field, OR the first few letters of the first name in the First Name field . A drop-down list will appear containing names that match the letters you entered. Server AMS 2013 SP1 End User Training Manual 64 0 Section 4: The Service Request 7. Click [ Q Save] to create the service request. flOTlifI: The information in the CllJller I.ookup panel is populated in Designer by the domain administrator in Customer Accounts. \ The Service Request Panels Once the service request has been created, the following panels will display by default: Service Request 0 Incident Information 0 Callers 0 0 I nspections • Worl( Orders Attachments 0 Permits 0 • Custom Fields Each of these is explained below. 66 0 Section 4: The Service Request Server AMS 2013 SP1 End User Training Manual The Service Request Panel iIii " ''''''-,- , Des cription: Leal:ing Rpe .::J .::J .::J Req uest Id : 5 ~ Priol'ity; 1 ...ledium Categor'i' Water Statu s~ Open Dat., J J4120 13 2A2 ~M Init iat ed B'/I WSD, V/SD r r I n v e s ~i gation l Dat e: ~ r wo r'h,~ e d t: d l Emerge nc'/J ~ 8 ~ lID Su brn it To : GUNTER, BOBBY D Oat., 3J4120 13 2:42 PM I MARS HALL. JIM B :J Di :;: pat.::h To : Dato? : 4)'912013 9:40 AM ...:J Prj, Cto rnp. Date: 316120 132:42 PM Project ! I l I±J Ll Projec1Tree r C.ance l? Date: Can ce lled By : Ca ncel Reas o n : C lo s ed Bo,·: Date : Ne\~ C o mments: Seleci d Ex i sting Ca ller: SEAT, SALVATORE: C om me nt s ! Q: Is uater fl o\·dn9 fr om inside th e building? A : NO Q : Is wa~er fl o~ ..ing into the stre et; A, NO ~ .::J 2.l Re solution: The Service Request panel displays the general service request information, including: • Request Description, Request ID, Category, Priority, and Status • Initiated by and the date the request was initiated • Submit to field and the date of submission • Investigation check box and investigation date • Dis patch to and date of dispatch Section 4: The Service Request 0 67 Server AMS 2013 SP1 End User Training Manual • Associated Project Name • Cancel Reason, date of cancellation, and who cancelled it (if applicable) • Date the request was closed and who closed it • Existing Comments and New Comments The Incident Information Panel Ad d,.,,, 1718 E DENA DR City: Apt #: State: Zip Code: .:J .:J Landmark: Shop: Tile tlo: .:J District: Map Page: Location: Details: Y: 2,114,888.62 245,779.1 X: The Incident Information panel displays all information associated with the incident. • Address where the incident occurred • Landmarks, and the address type • The Shop associated with the request and the Tile No, Map Page, and District • Specific information about the location • Details field for additional information o The X and Y map coordinates of the incident address 68 0 Section 4: The Service Request Server AMS 2013 SP1 End User Training Manual The Callers Panel l ~ ~ M,L Call Time First Name DENA CANDACE calierTyp l ast Name TENNEY BLACKWOOD r r -I 11///20125:04:11 PM 11/1/20125:05:51 PM j ~ New Request From Caller The Callers panel displays all callers added to the service request. • Check the box by a caller and click New Request From Caller to create a new service request for the caller. • To view the call history of the customer, select View > Callers from the main Request tool bar. The Related Work Activities Panel Enter Id and select Save on the main Request toolbar Work orders Add: I:J L:.I ~ Proj, Start Date: WO Template : L:J Submit To: Supervisor: 1::J I c",,, Priority: r Proj Start Date Proj Fini,h Description Priority Statl" SubmitTo Id r Repair Main 3 Open MESSER, TOM A 26 ..!.j ~ Remove The Related Work Activities panel contains inspections and work orders associated with the service request. You can create a new inspection/work order or attach an existing inspection/work order to the request. • To associate an existing inspection or work order, type the Id number into the appropriate Add field and click Save on the main Request tool bar. Al l attached activities display at the bottom of the designated panel. • To edit, click on the Id hyperlink of the desired activity, Section 4: The Service Request 0 69 Server AMS 2013 SPl End User Training Manual • To create a new inspection or work order, click Create to open the Create an Inspection or Create a Work Order page. • Highlight the desired entity group and entity type. • Select from the list of templates and click Create. o Click Save (on the Request toolbar) to save the activity. The Related Work Activities panel on the main work order page displays the information of the service request that is associated with it. Related Work Activities ... Service Requests Add: n Id D,t.Initi,t.d Description Dispatc Priority C,t.gOlY Submit To r W,ter :I. WADE, FR"-NK D WADE, Leaking pip. 6/112012 J -I ~ I Remove The main inspection page lists the request id number in the Status panel by the Request label. Status ..... l::J ..:J ~ Resolution: Status: Open Priority: High Initiated By: WSD, WSD Initiated Date: \513012012 11 :13 AM ..:J Date: Submit To: Projected Start: 5{30{2012 11 :13 AM illIl Projected Finish: illIl illIl Ilm Actual Finish : .:J Insp. Date: Inspected By: Closed By: Date Closed: r cancel Insp? Cancel Date: Ca ncel Reason: Cance ll ed By: I II Request: 2 Op.n SR Work Order: The Attachments Panel You can attach related files to the service request in two ways: • Click Add attachments to select files from your computer. Server AMS 2013 SP1 End User Training Manual 70 0 Section 4: The Service Request • Drag and drop files to the Attachments panel. l ~ ~ + Add attachments", QD Remove all attachme nts Drag and drop files here to attach them, The Permit Panel RES-BLOG:Residential Building The Permit panel displays any permits associated with the service request and the details of the permit(s), I c".to I 1. Select the desired permit from the drop-down list and click The Custom Fields Panel The Custom Fields panel displays any custom field associated with the service request. Select a custom field template from the drop-down list to view the field and the value, Category I WATER SA: TYPE Possible BlokenMain NOTE: Custom field templates are configured in Designer by the domain administrator. If custom fields have not been defined for a service request, the drop-down lists in the Custom Fields panel will be blank. The Service Request Toolbar fVI = 8 w .... . m Request View· Ii ~ New II~I fZf I 1 &d Save 11 0 Close 11 iiii Delete ~ReqUest] to return to the main request view. Click Click l View. ] to access more functions within the service request (this is explained below). Click II§lJ to email the service request to an employee. o Click 18 ) to print a copy of the service request. Section 4: The SelVice Request 0 71 Server AMS 2013 SPl End User Training Manual Click [ , ,j save] to save or update the service request. l .t ~I .w I to create a new service request. Click 10 I to change the status of the service request to Closed. Click Close I ~ i to locate the incident address on the map. Click Click I ~ : to search for a list of records located near the incident address. The View Drop-down List View ~1 12l ~ ..y Callers ~ Labor g Attachments lQ Documents '~ Aud, tJ Secur,y The View drop-down list contains the following functions, which are explained below: Callers, Labor, Attachments, Documents, Audit, and Secu rity. Click on anyone of them to switch to that view. MOTIf: The Documents panel is used with the Document Manager interface, which allows for third party integration. Since this is an add-on, it will not be covered in this training. 72 0 Section 4: The Service Request Server AMS 2013 SP1 End User Training Manual • Drag and drop files to the Attachments panel. - I I + Add attachments... I aD Remove all attachments L_ Drag and drop files here to attach them, The Permit Panel RES-BLDG:Residential Building The Permit panel displays any permits associated with the service request and the details of the permit(s), I CI"" 1. Select the desired permit from the drop-down list and click The Custom Fields Panel The Custom Fields panel displays any custom field associated with the service request. Select a custom field template from the drop-down list to view the field and the value, G C.at.gOryl WATER SA. TYPE possibr~ Srok@n Main G MOTE: Custom field templates are configured in Designer by the domain administrator, If custom fields have not been defined for a service request, the drop-down lisis in the Custom FIelds panel will be blank, The Service Request Toolbar £ Request View .... (8] § I !d Save II d. New 11 0 cl~1 iiii Delete '~[jf] d.ReqUe~ to return to the main request view, Click Click [View. J to access more functions within the service request (this is explained below), Click II§lJ to email the service request to an employee. ~ to print a copy of the service request. Click Section 4: The Service Request 0 71 Server AMS 2013 SPl End User Training Manual J to save or update the service request. Click c;;JS;ve l £ ~·I ew I to create a new service request. Click Click \0 Close \ to change the status of the service request to Closed. Click \ t;> I to locate the incident address on the map. Click 00 to search for a list of records located near the incident address. The View Drop-down List View j l8l ~ ..y Callers ~ Labor U Attachments ~ Documents rj Aud, et Security The View drop-down list contains the following functions, which are explained below: Ca llers, Labor, Attachments, Documents, Audit, and Security. Click on anyone of them to switch to that view. NOTE: The Documents panel is used with the Document Manager interface, which allows for third party integration. Since this is an add-on, it will not be covered in this training. Server AMS 2013 SP1 End User Training Manual 72 0 Section 4: The Service Request The Service Request Caller Information View 114: bJ C.UTlrtl., Jf.IOOIJ201PM '}""sllo" II I.... te, ,jO."'9 from ""Id. t .... bUlld"'9' AI\~.'U,rl 110 .:.J Call• • Type, Rto,a,,,, l'«:oun\I ~360 1 t., flowln9 ,nto th. ,t••• tl "",,""IIQ" l' ,.... Fj' lt H~m., SIIAO LUI lI.m", GR(WlEE 1\"~"I
Add,." I I 1641 EJO'SEPt1 DR .:J l)uu" t;uIl JI C.n nhld., ,t>U df!n on the Itt••t' A,,~wer' ''''f $ 0111.1<11 ,apt I'"mb." $h,e, City, Zip Cod.u FI.1t It.mel ntAD L." H.me, OAUtlUf Oth., Phon., II!O II17 1089(1 Dey Phon.' tlO I127 1-3S 1~ ".,,' (rna;', SAGAUPfU'.OCCrn.COM C.II Phonel Otll!!' It RtlldcM II Follow up CUll COrit~ Im.U: SRGR[WlEEt!'[XCIIE COil Rtqutlt ld C.!lT,me Wo,k, 1001)BH .:ru.S 0.,., r Faile hilt hilt I:J LJ 3/4/201l1:ON5 PM OM;t.~' r Cillbld,r (hlll r r61to.. ·UP ( 1111 O.."e.1 r p.oblem Oettlhl e.ue. OW!lS A TRU(K!rIG tUSUCESS Info.malJon, oth.,.e.u.r. l:ul rhmt Home PhOnt Wo,1 Phone ~ C~11 Tilllt Fint Nlmt r r )J4I20B 2:01:2S PM SHAD GRHNLH (101) 21l-15U (801) 8)4· J~'5 3/4{200 2:28:15 PM BLANCA 'AIHJUn not) 219·5611 I-I .!.I lC Mw4C~' IO ~JI" ]'-______________--' L (doI(WI , ~ ~~ lL_ ..... ] Ent/l' (aU• • data a",d p.e.. ·S•• 't"· to 1001. for ...:bti"9 aHt.,.,.,e.,. S.I.d dulled ,eco.d to popul.t. uU.,l"f.;lImatlon. The following information can be found on the Service Request Caller Information panel: • Caller type • Caller's name, address, telephone numbers, and email • Comments regarding the caller • Question and Answers logged for each caller • Account Data for each caller Caller information can also be edited or updated using the Service Request Caller Information panel. NOTE: The Account Oats panel is a custom field that is populated in Designer under others -7 Codes -7 GLJJ.CCOUNT. If the panel does not display, that means it isn't defined in Designer. Multiple callers can be associated to a service request. To add a new caller to an existing request, follow these steps: l V New Caller I located on the Request tool bar. This clears the current caller information. 1. Click Server AMS 2013 SPl End User Training Manual Section 4: The Service Request 0 73 2. Enter the new caller information in the appropriate fields. I on the Request tool bar to add the caller to the service request. The new caller will [ lid Sa"/e 3. Click appear in the Other Callers panel. Once a caller has been added to a service request, it might be necessary to change or update that caller's information. To edit or update caller information, follow these steps: 1. Check the box by the caller in the Other Callers panel. The caller's information will appear in the Service Request Caller Information panel. 2. Update the caller's information and click [ kl Save I on the Request toolbar. Callers can also be moved from one request to another. To move a ca ller, follow these steps: 1. In the Other Callers panel, check the box by the caller to be moved to another request. 2. Enter the service request ID number in the box below the other Callers panel. This is the service request number where the caller will be moved to. I Move Colis10 Request ; to move the caller. 3. Click The Service Request Labor View The Labor panel allows the user to view or add labor associated with a service request. r r r Hours finidl Description Gwup SM Account Nam~ MAASHALL,JIM B VAiENZV, RUSSEll 0 ~ ffiJal .:J J Ducriptlc,n, s.",ch By: _ "I c;;Q KeYllo,d, AttOUnt, r--- r r r iE Title ~ FInish 11m .. , StJortTim.. : Name Sf'.A'ER MAINTENANCEWORKE WATER SUPERVISOR STORM MDJromNANCE WORK SlWER tMINTENANCEWORKE' CALL TAKER WATER MAINTENANCEWO STORM MI.\INTENANCEWORK WATERM.AJNTENANCEWORKI GREENfiElD, DAN R GUNTER, BOBBY 0 Ho..... ' r r r r r r 9uh., P Ban.fit, O".rtim. : Halld"".. R, fl r ?iii ,.,.tARSHALL, JIM B Ovtl,h."d, Shift Diff, Shndby. Other: r MEsstR, TOMA MILLER, SUSAN J ROBERTS, GUY F IIAlHlZV, RUSSHt 0 WADE, FMNK D WSD. WSO ~ r r r r r ..tl 1. Check the box by the desired employee(s) or group from the Select Employee(s) panel, or select a search parameter in the Search By drop-down list and type in a keyword in the Keyword field to search for the employee or group. Server AMS 2013 SP1 End User Training Manual 74 0 Section 4: The Service Request 2. Add any labor information in the Enter l abor Details panel (description, hours, etc.) and click [ .",jd I. The employee or group name, along with the labor details, will display in the Service Request labor panel. The Service Request Attachments View The Attachments panel allows you to upload and view attachments associated wi th the request. lim Attached By Date Attached Attachm ent Comments wsd 1/6/201212:17 I D:\CWAdmin201: I ~ Do ....mload - ) I Comme nts: I Up,,,d I /; Browse... I and navigate to the location of the attachment. 1. Click Browse... 2. Double-click on the name of the file to upload it. I Up'''. I. 3. Enter any comments in the Comments field and click The file is now attached to the service request. I Down'oad 4. To view an existing attachment, click on it to highlight it and click I. TIP: Attachments should be stored on a network so that all users can view them. The Service Request Documents View Documents is related to Cityworks Server Document Manager, which is an add-on product that is not covered in this training. ') The Service Request Audit View The Audit log displays all the changes made to the service request, who made them, and when. Section 4 : The Service Request 0 75 Server AMS 2013 SPl End User Training Manual t1) Audit Log - REQUEST 3 I (ityworks Server - (ityworks - Mozilla firefoK localhostlcityworks/WorkManagementIAuditLog.aspx?TableName=REQUESWlightenform=true&CWld=3 a Login Name Id Fi.ld Old Valu. N.wValu. Date 3/4/2013 2:09:41 PM PROBLEMCODE Leak WSD 3 3/4/2013 2:09:41 PM PRIORITY WSD 3 3 WSD,WSD WSD 3/4/2013 2:09:41 PM INmATEDBY J GUNTER, BOBBY 0 WSD 3/4/2013 2:09:41 PM SUBMmO J WSD 3/4/2013 2:09:41 PM DATESUBMmO 3/4/2013 2:09:40 PM 3 3/4/2013 2:09:41 PM STATUS OPEN WSD 3 ) I The Service Request Security View The Security view allows the domain administrator to adjust the security settings for the request. This feature is only available to the domain administrator. Changes made to the Security settings only apply to the service request currently being viewed, and these changes override the security settings that apply to the request template. To change the security settings for the template, the domain administrator must log in to Designer and update the security for the template. ~ .:J View Add Group Table Update Delete Vie' Domain; WSO Domain ..::J r;- Vi.... (i.oups: ADMIN CUSTOMERCAtl Faile True True True Tru. Fal~"" WSO ADMIN Tru. Tru. rAdd Fahe REQUEST ADMIN True WSO Fal~ rUpdat.. ro"t .. te r Vie.. C05t False REQUESTlABOR True Fal: True WSD ADMIN CUSTOMERC.A1L Truo Tru. True WSO -, WATER F~he Fal~ llUe True True Faile REQUEST F al~ WATER WSJ) True True True False Fa!! WATER REQUEffiABOR WSD II WOO True True Tiue hi! CUSTOMERCAlL Fal jt SEWER ..:J True True False True REQUEST SEWER fal: WSD Tru. True TlUe R£QUESTlABOR False SEWER hl~ ~o Tru. CUSTOMERCALl True TlUe False WSD WSO STORM hl~ REQUE ST Title T/Ue True STORM STOru.t F~I>e F al~ Tru. REQUEST1ABOR Tnre True False WSO hl~ '" ~r ,~ J 1. Select the desired Groups and Tables and check the desired check boxes for View, Add, Update, Delete, or View Cost. I · " dd I. 2. Click 76 0 Section 4: The Service Request Server AMS 2013 SP1 End User Training Manual 3. To delete existing security, select the group from the list on the right and click C R,m"", Section 4- Skills Check Create a New Service Request 1. Clear all pins and map selections and click New. 2. Click on the drop-down list by 3. In the Problem Tree panel, click on Water. 4. Double-click on the problem Lealdng Pipe. 5. Answer all the questions in the Caller Questions & Answers panel. 6. In the Ca ller Information tab, type pul in the Last Name fi eld. 7. When the pick list opens, click on Pulley. 8. Scroll down to the Caller Lookup panel and click I s.",. 9. Click on the caller 1 elene Pulley to populate his information in the Caller Information tab. 10. Click [ Cop}' to Incident 11. Click II[] to show the form and the map side-by-side (if they are not already). I GeoNde I on the I ncident Information tab. 12. When the map appears, click lid Save 1 to create the service request. 13. Click 14. Create four more service requests. Add Additional Callers, Labor, and Attachments to a Service Request 1. Open an existing service request. [View. j and click Callers. 2. Click I V New Caller I. 3. Click 4. In the Service Request Caller Information window, type boh in the Last Name field. 5. When the pick list opens, select Bohn. 6. Scroll down to the Caller Lookup panel, and click I s.",. I. 7. Click on the calier Mandy 0 Bohn to populate her information in the Caller Information panel. Section 4: The 5eJvice Request 0 77 Server AMS 2013 SPl End User Training Manual 8. Click Cd Save I. g. Click I View' 1 and click Labor. 10. Select an Employee from the Select Employee(s) panel. 11. In the Enter Labor Details panel, type 5 in the Hours field. I ,odd I. 12. Click 13. The data will display in the SelVice Request Labor panel. . j and click Attachments. H. Clicd View 15. Click Browse". 16. Path to the desired attachment and double-click on it. 17. Enter some comments and click I 18. Highlight the attachment and click I Downlo,d I. I Upl"d Move Calls to a Different Service Request 1. Open an existing service request. ·1 and click Ca llers. 2. Click [View 3. Add a new caller. 4. Highlight the new caller. I Mov, C,I1>1. R'que" I icon and type in an existing request !D. S. Click in the fi eld next to the I I'Ytove Calls to Request 6. Click Create a Worle Order from a SelVice Request 1. Create a new service request and save it. 2. Create a work order from the service request by selecting the desired template from the WO Template drop-down list in the Work Orders panel. 3. Populate the Submit To, Priority, Proj . Start Date, and SupelVisor fields. 4. Click Create. Server AMS 2013 SP1 End User Training Manual 78 0 Section 4: The Service Request 6L 0 Ji3PJQ }I·IOM i3lfJ.:S UO!Pi3S MOIPIJOJ\i\ The Work Order Genera l Workflow Overview The Work Order Panels are where the user creates and manipulates data within the work order. The work order is a preventive workflow-it is used when the organization desires to perform inspections, maintenance, repairs, and replacements of an asset. When a work order is created, the user can attach the work order to an asset(s) or leave it unattached. The user provides all the necessary details in the proper fields on the work order form. The user adds tasks, labor, material, and equipment to the work order, and then the user documents them aga inst the asset(s) and/or task(s). Users can also set up cyclical work orders for recurring tasks such as annual scheduled inspections. It,wor S MIIiI ..".". Il..-..t .. WJOt('l400 .. ~f'J""' •• ' .. 'JBsr...oJr .. ('4'o1~" fIw. J!\, Ilmwl' ~I ~ u::;:.] ~''''-., ,.....''''4.'' n~1. .~" " '''1 "=~ ... '.:..I ~ ...... , ...:.1 '" n i :I>G> '~._,~I~r' n m lt " ... ·o: ~ ''' .=.I . ... IT" , .... , ..... ·.".:t~d"' •., ;jf~:ll:;l' ~~ (] .r~.4IN""h "".nod •• , ~Io,¢d ", ~ ~,,,..I>,,,d.,, ' ..m',.,.•..., U, .:1 I £:) ....... 1\, ... .::J ,<,,.,, '- 1I,h>:n"" "" " ......-J ,,8>'" .-d.l" ... • + :,' • ~ "• .,.~ .. ~, .011 r ........ r,~ (, ..........." .:w.." _• •\ <'<,,,"',.....' .,,'"'~, ... ~ Creating a Work Order There are two basic types of work orders in Server AMS : • Attached work orders-work orders that are attached to a feature selected from the map or a related object/asset that is in the GIS database but not seen on the map. • Unattached work order-work orders that are created without attaching them to any features on the map or in the GIS. NOTE: A feature is a discrete object on a map that has geometric shape (point, line, or polygon); a spatial object that can exist above or below ground and that typically remains in one location during its lifespan. Examples of features would be a mainline, a manhole, or a pump station. A (related) object is a discrete object in GIS table without a geometric shape and is often, but not always, related or linked to a feature on the map though a relationship class. Examples of related objects would be a motor, pump, or air compressor. In Cityworks, the terms features, objects, assets, and entities are often used interchangeably. 80 0 Section 5: The Work Order Server AMS 2013 SP1 End User Training Manual Create an Attached Work Order 1. Click IiJJ to show the work order form and the map side-by-side. 2. Click 'Eg Legend 1 on the map tool bar to display the Legend floating panel. MOTi!: If Lr;g~nd is not on the map too/bar, click the 1'001$ drop-down and check the box next to Legl';nd to add it to the map too/bar. 3. Click. to display the list of selectable layers. 4. To make an asset selectable on the map, click the circle 0 next to it. 5. Use one of the selection tools to select the assets on the map to attach to the work order. ttg Legend ~ Create Activity legend Tools .... 0.. e. ~ ~ " ' o ~ ~ ~ 0 Selected-Water Hydrants (1 ) • " 0 ~ ~ Greenv ille_t·1ain . I 6mtary Sewer IA/a t er Distributi .. \'Vater Hydrants' St orm Collect io I r-'l ~ o 'h:)!O «~, Selectable I ay... Selection tods 3 J o ~ 0 ~ O \'Vater Fittings Selected asset \'Va ter Control Valves ~ O ) \'Vater System Valves ~ O \'Va t er fvleters ~ O Water Service Laterals ~ O Wa ter Pressurized t-lains ~ 0 (wLogi c ./ Q) 0 ' • y;< o .. " Q/d ' r;~'l LJ 0 ~ , "' Greenville_Base ~ ~ e 0 0 Flat 1::'1'1 .1:)]1' r'~ I L-________ --..-Jltf~~1 ',so}) The Results panel, which can be used to refine the selection, shows all of the selected assets. Section 5: The Work Order 0 81 SelVer AMS 2013 SPl End User Training Manual , Create an Attached Work Order 1. Click ~ to show the work order form and the map side-by-side. 2. Click 't: Lege nd I on the map tool bar to display the Legend floating panel. MOn:: If LtJfIend is not on the map too/bar, click the Tools drop-down and check the box next to Legend to add it to the map too/bar. 3. Click. to display the list of selectable layers. 4. To make an asset selectable on the map, click the circle 0 next to it. 5. Use one of the selection tools to select the assets on the map to attach to the work order. ~ Legend )'~ Creale Aclivity Legend ' Tools .. ~ ~ [{J Selecled-Waler Hydranls (1 ) • "[{J "' .( ~ O -- Green ville_~,'ain I~~ U Storm Collectio anitarl Sewer selectable layer Selection tools 'Nater Di5tributi"'-..,... I ~ 0 ~ O i' 0 Selected asset " U ~ lJ U 0 D ~ nCI ) ~~'l r;~;'l ~ LJ r "" 1 ,.,,; r' Wil 0 Flal«:l,1 (<<) 1 '!'!P I Greenville_Base ~ @ 0 The Results panel, which can be used to refine the selection, shows all of the selected assets. Server AMS 2013 SPl End User Training Manual Section 5: The Work Order 0 81 \ Create an At.tached Work Order ~ to show the work order form and the map side-by-side. 1. Click I on the map tool bar to display the Legend floating panel. 2. Click '1g Legend MOTi!f: If l.tl{JentJ is not on the map too/bar, click the Tools drop-down and check the box next to l.egend to add it to the map too/bar. 3. Click ... to display the list of selectable layers. 4. To make an asset selectable on the map, click the circle 0 next to it. 5. Use one of the selection tools to select the assets on the map to attach to the work order. "* 'tg L d ~ Create Activity .; Locate Bookmarks ~ ,,~1J l ~J) Iv)) T· - Jl"j ..... Legend ' Ioi\Jl ~ ~ 0.. - j e. ~ C 0 Selected-Water Hydrants (1) ~ ~1J g I 0 <> ,....., ... ~ ~ ~ ~ Greenville_f'o1ain , ~~ (~, IMI ~ O St orm Collect ion Sanitar{ Sewer Selectable " I layer ~~ Selection \'Vat er Distributi "-' iii Waler Hydrants"'- @ tools I , '0' - ' ~ 0 ~ 0 ~ O ~ O ~ O ~ 0 VlJater Fittings Selected asset VtJater control Valves ;) - ? I Water System Valves 0 ~ Wat er f'.\eters /- Water Service Laterals ill 0 ' -;j( 0 . '< - Wat er Pressurized fvlains [9C!J J . ~" ,@~ @ ~ 0 CwLogic "0 .- Greenville_Base ~ r;ll o I IolJ I " I - \«:, Ift:l :J ~1.1 Oti ' - IT 111 @O ~ F at __ __ _____ _ The Resu lts panel, which can be used to refine the selection, shows all of the selected assets. Section 5: The Work Order 0 81 Server AMS 2013 SPl End User Training Manual I&;- i 'l Results Water Hydrant, ( 1) .... Ro Location Operationa lArea LifeCycieSta tu::; Pres5ureSystem Elevation . [ I ACT 10 UNK -5 837 NW -[ b:'! + 18 d 6. Create a new, attached work order by clicking the Work Order tab on the main toolbar. A work order can also be created using the Create Activity tool (see Open Work Activities), A new page loads with Select Template, General, and Selected Assets panels. The Open Work Activities panel displays if the selected assets have open work orders on them. Select Template The Entity Group and asset type are automatically populated for attached work orders. 1. Click on the desired maintenance activity. l.:J [:J Catego ry: Entity Group: Water r. Feature r Other r Object [~ ~ J Ins ect Main Install Main Repair Main Replace Main Water Enclosed Starage f acililY Water Filtration Unit Water Fitting Water Flocculation Basin Water Gravity Main Water Hydrant Water Intake Structure Water Lateral line Water Lateral Point Water Manhole Water Meier ~ General The General panel is for recording general information about the work order such as status, priority, requested by, submit to, etc. 1. Select an Open status. 2. Select a Supervisor and Submit To person. Server AMS 2013 SP1 End User Training Manual 82 0 Section 5: The Work Order General ..... ..:J ..:J ..:J ..:J StatlJ s: Prioritv: Medium Supervisor: GUNTER, BOBBY D Requested BV: ..:J Projected Start: ..:J Expense Type: Submit To : MESSER, TOM A ~ ..:J Stage: Comments: Instructions: Contact citizen prior to beginning work. Follow instructions in MSD's pp 56-68. Selected Assets Use the Create a worle order for drop-down to select how many work orders you want to create: • Select ALL selected entities to create one work order for all of the assets selected on the map. • Select EACH selected entity to create an individual work order for each asset selected on the map, By default, al l of the assets are selected, Uncheck the box next to any assets that you do not want to attach to the work order. l !iii ....... , Create a work order for: I EACH selected entit.\' EJ J7 Entity Type Entity Uid Legacy Id Location Feature Type 3198 36090 861 WPRESSURIZEDMAlN ' ~WPRESSURIZEDMAlN WPRESSURIZEDMAlN 3196 36088 861 WPRESSURIZEDMAlN . ~ WPRESSURIZEDMAlN 3195 36087 861 WPRESSURIZEDMAIN .~ Open Work Activities If the selected assets have open work orders attached to them, they are listed in the Open Work Activities panel , This panel only appears if you are creating an attacned work order and the selected assets have open work orders attached to them, If there are no open work orders attached to the selected assets, this panel does not display, I d Creale I to create the work order. 1. Click l')t Create Activity I under 2, A new work order can also be created from the map page by opening Tools, selecting a point on the map, and clicking Create work order II' I, Section 5: The Work Order 0 83 Server AMS 2013 SP1 End User Training Manual ,,"' Create Activity reate Activity Set point for activities I I .I " I,vit y Iden tify Layer F'eld Value fl ALFSECT e l l HSGD NEIGHBOR PEBBLE CREEK x y 2 11 4766 137 r~ . . " 8 NBHD Activity Option:.. ) -...> Create an Unattached Work Order MOrE: It is recommended that all unattached work orders are eventually attached to an entity. 1-0]. 2. Click the Work Order tab on the main tool bar. A work order can also be created using Create Activity I ~ Creat e Activity . 1. Clear any selected features on the map by clicking A new page loads with the Select Template and General panels. ) Server AMS 2013 SP1 End User Training Manual 84 0 Section 5: The Work Order U fO .:J .:J Category: Entit'l Group: Water r Object r Other r. Feature ~ FlllSh ~ Control Valve lili Manhole Pressurized Main Install new Paint Re air Replace .:::J Farm,.D .:J .:::J p .:J Ll l Statu s: Open Prioritv: Medium .:J GUNTER, BOBBY 0 GUNTER, BOBBY D Requested By: Super... isor: T:J Projected Start: 315120133:06 PM Submit To: ROBERTS, GUY F ~ .::J d Stage: klual Expense TVpe: Mainlenance Comments: Instruction s: 3. Select an Elltity Group from the drop-down list. 4. Click the Features radio button. 5. Select the asset type from the list on the left. Work order templates associated with the asset type will display on the right when the asset type is selected. 6. Click on the desired maintenance activity from the list on the right. 7. Fill out the desired fields on the General panel. l id Create I. 8. Click The work order will display. 9. If desired, type a description of the work location in the Location Details box of the Location Information panel. Even though this work order is not attached to an asset, it's helpful to have some information about the type of work being done. I 10. Click [ ld Save Server AMS 2013 SPl End User Training Manual Section 5: The Work Order 0 85 flOTE: If a work order template class applies to the work order you're creating, that template will appear in the CretlJte Worlr Order panel seen above. Attaching an Unattached Work Order Sometimes it is necessary to create an unattached work order, but it is recommended that at some point the work order Is attached to an asset. For example, say a street sign was recently installed. The street sign was not on the map, so the work order was created as an unattached work order. Now the street sign's location has been added to the map, so the work order needs to be attached to that street sign. 1. Open the unattached work order. ill to show the work order form and the map side-by-side. 2. Click 3. Select the desired asset(s) from the map. I Q~~ I in the Assets panel. 4. Click Add asset(s) currently selected on the map The work order is now attached. The asset(s) that the work order is attached to is listed in the Assets panel of the work order. r r Typo Id o EntitySid Legacy Id Warranty Date o WHYDRANT • Pink row s: indicate inventor y sti ll un doer warranty. OtLJ( ill U~ JI <2 I[ 11&1 Add asset(s) currently selected on the map Add asset(s) by searching type and ID flOTE: You can also use (he Addauet(s) by searching type and 10 icon to add assets by searc/Jing for the Entity Group, Feature or Object, and the Entity UrD. 5. Click Save on the top of the work management panel, below the main toolbar. The Work Order Panels The following panels are displayed by default on the work order. They are explained below. • Worl( Order panel • Details panel • location Information panel • Assets panel • Work Cycle panel 86 0 Section 5: The Work Order Server AMS 2013 SP1 End User Training Manual • Related Work Activities panel (which includes service requests, inspections, work orders, and permits) • Attachments panel • Custom Fields panel Server AMS 2013 SPl End User Train ing Manual Section 5: The Work Order 0 87 The Work Order Panel War 0 .. er .... ~ Doescr'iption t Replaoe .:J Number: 7 [ Ch1nge Entity Type: WHYDRANT .:J .:J .:J CatE!90r 'y ~ D.t. , 3,512013 3:09 PH lo iti.t~ d By, WSD. WSD .:J .:J .:J P,..iorit'/ t Medium Sta~U :5r Ope" Requ ested By: GUIHER, BOBBY D Sup e rviso r: GUNTER. BOBBY D El El 8 ubmit Tor ROBERTS. GUY F Dale: EI Projected Finish: Projecte d Start: 315120133:09 PM O pene d By: Date : C losed By: Date: .:J Completed By : Ll Actual Finish : ~ Actual Start: .:J E x pe n ~Q Tvpe : M.oIinienanCl'Q .:J Stage ! hlll,",1 Add C.:.rr,,..,o::! r.t$ : $1!!o!iJ ~ Ex lstlr,g Comments I £ ..!.l In struction s: Conta ct citizen s prior to begin ning work. Follow Ir. struction s In ~pp 5 6·6 9. r .:J Reacti\"e? Re so lution The Work Order panel displays the general work order Information: • Work order description and number • Entily type, category, initiated by, and the initiated date • Work order status, priority, requested by, supervisor, submit to, and submit date 88 • Section 5: The Work Order Server AMS 201 3 SP1 End User Training Manual • Projected start date and projected finish date • Opened by and date, closed by and date, completed by • Actual start date, actual finish date, stage of the work order, and expense type • Existing comments or instructions related to the work order • Resolution and reactive information fII0 1f!f: If you've selected multiple assets for a work order created from a work order template class, a work order will be created for each asset. They will be displayed in the fIIum~r drop-down list on the Work Order panel. The Details Panel ~ Account: Project: I I±I LJ Project Tree l::J ~ Contract: Contractor: r r r r Legal Billable: Contractor Billable: Cancel Work Order: Update Map: ~ Cancelled By: Date: Cancel Rea so n: r::J Units Accomp.: Description: r Lock Units Desc.: Labor Cost: $68 . 16 Material Cost; $255 . 00 Permit Cost: $0 .00 Equipment Co s t: $837 . 50 Total WO Costt $1 , 160 .66 The Details panel displays detailed information about the work order when: • The work order is tied to a project and the Project Tree • The work order has a manually assigned account number • The work order is tied to a specific contract • The work order is legally billable, or if it will be billed by a contractor • The GIS needs to be updated to match an actual field observation • The work order is cancelled, who cancelled it, and when • Units accomplished and description The following fields are populated according to data entered in the Equipment, Labor, Materials, and Permit panels: • Labor cost Section 5: The Werl( Order 0 89 Server AMS 2013 SPl End User Training Manual
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