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  • 1.  Connection between SR priority and WO priority

    Posted 03-18-2021 17:25
    Hi all,

    We're not yet using Service Requests for getting the requested work into the system (lots of bad reasons why, but in short, the Self Service Work Center and improvements we hope to make soon while we move to the cloud are making this a possibility).  Let's assume we get there.  The question is:  what, if any, connection is there between the SR's "Reported Priority" and/or "Internal Priority" to any priority field that would show up on the Work Order that is generated from that SR?  I did a little experimenting today, and couldn't find any correlation.
    #Scheduling
    #WorkManagement
    #EverythingMaximo

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    Travis Herron
    Pensacola Christian College
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  • 2.  RE: Connection between SR priority and WO priority

    Posted 03-18-2021 19:43
    It looks like the out of the box domain, TICKET2WO (Create WO from Ticket), does not have the internal or reported priority on the ticket / sr, referenced to crossover to the work order. So, whichever matches your work order priority domain should work, and if no domain on the work order, then I guess you can pick, depending on your need.

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    Christopher Winston
    Projetech Inc.
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  • 3.  RE: Connection between SR priority and WO priority

    Posted 03-19-2021 08:37
    Travis, we recently did a similar thing implementing the Self Service Work Center. We use both the Reported Priority and the Internal Priority fields on the SR, and the Internal Priority is the field we have crossover to the work order. Reported priority is what the user selects when submitting the SR at the very last screen, and we defined internal priorities on all of our ticket templates. This gives us two priority values on each SR. This allows us to do two things. First, we can gauge service expectations vs operational realities over time and adjust internal priority levels if we are seeing a long running disparity that we can correct based on our resources. Second, it gives our administrative staff a chance to evaluate the the specific request and circumstances, and adjust the internal priority before creating a work order if the situation warrants it. I believe that there is functionality to calculate a separate work order priority based on these or other values (asset priority, location priority, etc.), but that was a little overbuilt of a solution for what we are trying to accomplish. Happy to discuss this or other SR Workcenter implementation plans if you'd like.

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    Tim Pratt
    Bates College
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  • 4.  RE: Connection between SR priority and WO priority

    Posted 03-19-2021 09:32
    ​Hi Travis - let me take a crack at this. In our organization we assign an internal priority to Maximo locations. Internal priorities are based on safety, operational and environmental impacts to the plant. This could be used to drive inventory levels as well but we will keep this simple for now. When selecting a location for the SR the user and approvers can reference this assigned internal priority to help them determine the correct submitted priority for the work being requested. Remember, the internal priority is a suggestion based on normal pant operating conditions.Current or expected plant conditions will drive the actual summitted SR priority. It is a good practice to have an experienced person review the SRs, a gatekeeper if you will, to ensure there is enough information in the SR and it is properly prioritized to pass it along to the planner if your organization uses planners.

    Our SRs go from the submitter to the budget owner for review and approval then to an operations/maintenance coordinator for a final review before being converted to a work order and making their way to the assigned location planner.

    I hope this helps!

    Jason

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    Jason Weis
    Monroe Energy
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  • 5.  RE: Connection between SR priority and WO priority

    Posted 03-19-2021 10:03
    All,

    Thanks for the replies!

    We definitely want to move to the Service Request model, and so I'm trying to figure out how to best capitalize on the two different priority scales there.  I kinda prefer how ITSM systems (even Control Desk) handle a priority field like this, making a grid of Impact vs. Urgency to come up with the priority.  Alternatively, I would like to explore some calculated value that factors in the customer's reported priority, the location's priority (e.g. classroom is more important than storage room), the asset's priority (e.g. electrical room location might be unimportant but the switchboard within might be really important), and, debatably, the person's priority.

    As it is now, a very few people within our campus community that would otherwise be considered Service Requestors can fill out a work order on a clone of WOTRACK.  They can choose the priority as Low, Important, or High (but not our two higher levels, Emergency or Critical), and it defaults to Low.  (Of course these correlate behind the scenes to a numeric value, but the user doesn't see that.)  So now our people are trying to figure out how, for example, to prioritize a huge pile of Low priority work orders.

    They seemed very intent on having a date established for when to have the job done by -- a Target Finish Date if you will -- so at least for now I've convinced them to use a series of SLA's, since these will calculate the date for them and set it as the Target Finish Date.

    To Jason's response specifically -- we don't have planners, and we don't have an experienced person to review the requests.  That's another huge benefit to moving to using the Service Requests model, so we can use Ticket Templates with all the right questions and set the internal priority.  It's just then what, if anything, do I do with the Reported Priority.

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    Travis Herron
    Pensacola Christian College
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  • 6.  RE: Connection between SR priority and WO priority

    Posted 03-19-2021 11:10
    Travis, there is a thread with resources on setting up the SR Work Center at

    https://moremaximo.com/communities/community-home/digestviewer/viewthread?MessageKey=87adabe3-0c99-4a98-93e2-9a10f5556bfb&CommunityKey=784e8753-d7af-4281-8463-e86f3b5d7076&tab=digestviewer#bm87adabe3-0c99-4a98-93e2-9a10f5556bfb

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    Christopher Winston
    Projetech Inc.
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