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  • 1.  Is There A Comprehensive Resource to Build Work Centers?

    Posted 10-09-2020 08:57

    Our interest is with the service requestor work center.  Documentation that shows how to configure the features appears to be very limited.

    Has anyone found a good source of information?

    Thanks



    #WorkCenters

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    Richard Cox
    Montgomery County Public Schools
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  • 2.  RE: Is There A Comprehensive Resource to Build Work Centers?

    Posted 10-09-2020 10:10
    I'm not aware of good public resources for this. Pam Denny did a video about configuring new categories a few years ago by setting up the classifications & ticket templates (How to add Categories to Maximo Service Request Work Center - YouTube) but I couldn't find any public documents talking about the Service Request Configuration that was added after her video was recorded. 

    Starting in 7.6.1.1 there is now an Administration work center and you can configure categories inside of this work center. For those who don't already have Classifications/Ticket Templates to use, this gives you a much more streamlined way to set this up. You can configure follow-up questions, provide instructions based on the issue (if you have a potential way to address the issue), etc. The follow up questions still use specifications, this is just a more streamlined way to do it. 

    7.6.1.2 enhanced it a bit further to allow guest user access (where a user doesn't need an account to create a service request) and added the ability to have date specifications which makes the follow up questions more useful (when do you need your request to be completed for example). 

    Work centers in general are limited from a configurability perspective. If you need attributes that exist on SR to be filled out that aren't provided out of box you will have to customize the work center to add it in unfortunately.

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    Steven Shull
    Projetech
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  • 3.  RE: Is There A Comprehensive Resource to Build Work Centers?

    Posted 12-01-2020 10:17
    We are really in need of a resource to configure the Service Request Work Center.  Any resources would be greatly appreciated>


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    Richard Cox
    Montgomery County Public Schools
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  • 4.  RE: Is There A Comprehensive Resource to Build Work Centers?

    Posted 12-01-2020 12:08
    Richard,

    There is also a video here in the community at https://moremaximo.com/viewdocument/service-request-work-center-in-maxi

    A large part of the configuration is in the classification hierarchy, which drives the path of classifying the SR. It is really more of a white board activity, and your historical records can help you. The effort is similar to building a Failure Hierarchy if you have done that before. 

    Remember, the classifications are re-useable at each level, so they end up being not too specific.

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    Christopher Winston
    Projetech, Inc.
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  • 5.  RE: Is There A Comprehensive Resource to Build Work Centers?

    Posted 12-03-2020 15:42
    Hi Richard,
    Matt Logsdon here with Cohesive Solutions.

    Here is a link to a recorded session we did not long ago on some of the new features in Maximo 7.6.1.2.

    https://www.youtube.com/watch?v=hYiRcjTcVgI

    Jump to the 40:18 mark and you will find info on setting up the Service Request Work Centers.

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    Matt Logsdon
    Cohesive Solutions EVP
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