Reactive Maintenance: Work Orders/Tickets

The Reactive Maintenance module is perhaps the largest and most complex module. There are many different components involved to facilitate the customer request process, communication internally as well as with the requestor, financial processing, and reporting.

Customers will be able to enter a request via a website, mobile application or by calling the service desk.   As those are entered, defined rules will  generate the appropriate work orders and route them automatically to the appropriate teams.  The team leads will then review and assign the request to the appropriate technicians for dispatch.  The technicians will have their own mobile application to help manage their tickets.  This allows them to easily track time, communicate to the supervisor on ticket status, order parts from the warehouse, and locate critical documents such as procedures for health and safety or asset manuals if they are available. As the work completes, the managers will review and sign off on the completion of the request.  Any financial charges related to parts or labor will automatically be queued for processing in SMU Financials.  Customers can view the status of their request throughout the process as well as complete the feedback form at the conclusion of each request.

Also configured in this module are the service level agreements to ensure a more consistent and timely handling of requests.  These SLAs will alert technicians and managers if a work order has not been approved, assigned or completed in an appropriate timeframe.  Various dashboards and alerts will ensure your request is addressed and resolved as quickly and carefully as possible.

Due to the complexity of this module, it will certainly evolve over time as we continue to refine the configuration and implement new features.  However, we are excited to provide a more streamlined experience and more transparency into the progress of your requests this summer.