FM:Interact Getting Started with Facilities Maintenance. Document Release Date: 4/3/2017 Edition: 3

Transcription

1 FM:Interact Getting Started with Facilities Maintenance Document Release Date: 4/3/2017 Edition: 3

2 Legal Notices Copyright Notices Copyright FM:Systems, Inc. All rights reserved. Confidential computer software. Valid license from FM:Systems required for possession, use or copying. Warranty The only warranties for FM:Systems products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. FM: Systems shall not be liable for technical or editorial errors or omissions contained herein. The information contained herein is subject to change without notice. Trademark Notices FM:Systems is a registered trademark of FM:Systems, Inc. FM:Interact is a registered trademark of FM:Systems, Inc. FM:CAD is a registered trademark of FM:Systems, Inc. FM:Mobile is a trademark of FM:Systems, Inc. AutoCAD and Revit Architectural Suite are registered trademarks of Autodesk, Inc. LEED is a registered trademark of the U.S. Green Building Council. Green Globes is a trademark of ECD Energy and Environment Canada. ipad,iphone, and Safari are registered trademarks of Apple, Inc. Firefox is a registered trademark of Mozilla. Blackberry is a registered trademark of Research In Motion. Adobe, Adobe logo, Acrobat and Acrobat Logo are trademarks of Adobe Systems Incorporated. Microsoft,Windows,Windows NT,Windows XP,Windows Mobile and Windows Vista are U.S. registered trademarks of Microsoft Corporation. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. All other brand names, product names or trademarks belong to their respective holders. Published By: FM:Systems 2301 Sugar Bush Rd. Suite 500 Raleigh, NC 27612, USA 1

3 Table of Contents Overview... 2 Lesson Objectives... 2 Prerequisites... 2 Facility Maintenance General Concepts... 3 Facility Maintenance User Role... 4 Activity 1: Creating a Service Request... 5 Activity 2: Reviewing the Status of a Service Request... 8 Facility Maintenance Supervisor Role... 9 Activity 3: Dispatching, Closing, and... 9 Archiving Service Request... 9 Activity 3, Part 1: Update and Dispatch a Service Request Activity 3, Part 2: Closing a Service Request Activity 3, Part 3: Archiving a Service Request Facility Maintenance Technician Role Activity 4: Completing a Service Request in FM:Interact Preventive Maintenance Activity 5, Part 1: Setting up Automatic Service Requests for Preventative Maintenance Activity 5, Part 2: Adding tasks to Preventative Maintenance service requests Activity 5, Part 3: Creating a Preventive Maintenance Template Activity 5, Part 4: Use a Preventative Maintenance template when scheduling service requests Accessing the System Administration Module Activity 6: Administrator Views Activity 7: Facility Maintenance Statuses Activity 8: Facility Maintenance Color Codes Default Maintenance Statuses Facility Maintenance Service Centers Activity 9: How to Add a Service Center Activity 10: How to Add Service Categories to FM:Interact Activity 11: How to Add Service Activities to FM:Interact Activity 12: How to Set Service Request Routing in FM:Interact Activity 13: How to Add Service Technicians Assignees Maintenance Satisfaction Survey (optional) Activity 14: Creating a Satisfaction Survey Activity 14, Part 1: Defining the Survey Name Activity 14, Part 2: Adding Survey Elements to the Survey Facility Maintenance Survey Reports Facility Maintenance Reports (optional)

4 Overview The Facility Maintenance module provides a central location where employees, Service Technicians, and Service Supervisors can add, update, and close service requests associated with your facility. Beyond the general service requests, the Facility Maintenance module allows Service Supervisors to monitor the progress of service requests, monitor the overall health of the facility, and generate reports focused on trends related to service issues in your facility. Lesson Objectives Upon completing this lesson, you will be able to: Describe the Facility Maintenance work flow, or best practice. Identify the roles associated with the Facility Maintenance module. Identify and complete the tasks associated with each Facility Maintenance role. Configure Preventive Maintenance Manage Service Centers Modify Service Request Routing Update Categories and Activities Note: FM:Interact version was used in the creation of this activity guide. Prerequisites This activity guide assumes you have: Launched FM:Interact. Logged into FM:Interact using the credentials given to you by the activity guide. Note: You will be switching users multiple times requiring you to enter more than one set of credentials. 2

5 Facility Maintenance General Concepts Introduction The Facility Maintenance module allows for: The creation of service requests (i.e. work orders/tickets). Maintenance supervisors to dispatch service breakouts to technicians. Maintenance supervisors to report on service issues and other facility related information stored in FM:Interact. The automatic creation of service requests for preventative maintenance. Roles, Privileges, and Permissions The role you use to log into FM:Interact determines the permission and privileges you have in the system. It also determines what Views, Documents, and Reports are available to you. FM:Interact offers a set of predefined custom roles. DO NOT delete these roles, they support legacy functionality. Note: To check your role s privileges and permission, log into FM:Interact and access the WHOAMI feature found in the Account menu. In general, the default Facility Maintenance roles include: Role Name Privileges Description Service Admins (Head Supervisor) Service Supervisors Add Any Service Request, Approve Any Service Request, Archive Any Service Request, Edit Any Service Request, Manage Any Work Item, View Any Service Request Add Service Requests, Approve Service Requests, Archive Service Requests, Edit Service Requests, Manage Work Items, View Service Requests Can manage any service request. Can accept, reject, dispatch and close requests within service center routing rules. Service Technicians Edit My Work Item Can edit, update, and change the status of the dispatched service breakouts. Service Users (Employees) Add My Service Request, Edit My Service Request, View My Service Request Can enter a service request and check the status of a service request. Activity Guide Overview This activity guide is broken down into four (4) parts, each of which shows the functions of a different role. The four parts are: Facility Maintenance User Facility Maintenance Supervisor Facility Maintenance Service Technician Facility Maintenance Administrator 3

6 Facility Maintenance User Role Introduction The Facility Maintenance User is any person within an organization that enters a service request. User Role and Login For this activity, you will log in to FM:Interact as a fictional user named John Bryant. For these activities (1 and 2), log in with the following credentials: User Name: jbryant Password: fms Facility Maintenance User Role 4

7 Activity 1: Creating a Service Request Introduction The User creates a service request to report a maintenance issue. Common types of service requests include, but are not limited to: HVAC Heating and Air issues Electrical Issues Furniture Hardware Security Signage Lock & Keys Navigation Path To access the New Service Request view, navigate to Facility Maintenance Views 1.00 New Service Request About the New Service Request Page The image to the right represents the default settings for the New Service Request view. This is what you call a configured view, meaning the FM:Interact administrator can add or change the fields that display in this view. Your organization s New Service Request page may look different because of this. Make sure to keep this in mind, as this concept applies to many of the views in this activity guide. 5

8 Procedure: How to Create a Service Request Scenario: You notice a light out in one of the primary conference rooms on your floor. You know that there will be an important meeting in that conference room later today, so you need to create a service request. 1. In FM:Interact, navigate to Facility Maintenance Views 1.00 New Service Request 2. From the Request For field, verify the user name is correct. If you are making the request on behalf of someone else, click the Select button to search for the appropriate User. 3. From the Room Needing Service field, validate that the appropriate room number displays. Since you are making the request for a room other than your own, click the Select button to search for the appropriate room. 4. From the pop-up window Buildings field, search for the correct building. Example: 900 Western Headquarters. 5. From the Floors field, choose the correct floor. Example: 6 th floor 6. From the Room field, choose the correct room and click select. Example: 6500 Outer Banks CR 7. From the service request form, click the Category drop-down to select the appropriate type of maintenance. Example: Electrical 6

9 8. Click the Activity drop-down list to select the next level of detail about the maintenance. Example: Lighting 9. In the Problem Description field, type any additional notes that will help the technician resolve the maintenance issue. Example: Lights out in conference room. 10. Click the Submit button to submit the service request. Result: The system displays a status message to confirm the submission of the ticket. What Happens Next? Depending on your organization s workflow, the following events occur: As the requestor, you receive an notification stating the Service Request was submitted to the service center for assignment. The Service Request is routed to the appropriate service center. A Maintenance Supervisor receives the request through the FM:Interact interface, and assesses the priority of the request against other requests in the queue. A Maintenance Supervisor assigns/dispatches the service request to a technician to complete. 7

10 Activity 2: Reviewing the Status of a Service Request Once a User enters a Service Request, he/she can review the status of the work order through FM:Interact. In FM:Interact, navigate to Facility Maintenance Views 1.40 Status - User to display the Request Status User View Procedure: Review the Request Status View 1. Notice the color-coding system present in the view. Read the descriptive table on the next page to learn what each color means. 2. Can you tell how many requests John Bryant has submitted? Look at how many are pending, in progress, or closed. 3. Notice how requests filled out on behalf of John Bryant, by an administrator, also appear in the view. 8

11 Facility Maintenance Supervisor Role The Maintenance Supervisor is often the primary user of the Facility Maintenance Module. Supervisor Role and Login For this activity, you will log in to FM:Interact as a Fictional Supervisor named Robert Talley. For these activities log in with the following credentials: User Name: rtalley Password: fms Facility Maintenance Supervisor Role Activity 3: Dispatching, Closing, and Archiving Service Request One of the primary responsibilities of a Maintenance Supervisor is to dispatch service requests to a service Technician to complete. In FM:Interact, navigate to Facility Maintenance Views 1.10 Status - Supervisor to display the Request Status Supervisor View. NOTE: This page contains the same fields and layout of the User View, but also contains the Archive, Close Order and Dispatch buttons. 9

12 Activity 3, Part 1: Update and Dispatch a Service Request Procedure: How to Update & Dispatch a Request Scenario: As a Maintenance Supervisor, you have received the service request about the light out in a conference room. You will add notes to the service request and dispatch the request to a service technician. 1. Locate the service request you wish to dispatch, and click the Edit button to select the record. Example: John Bryant s service request for the 6500 Conference Room. Result: The service request s details display in the detail panel (Request Info). 2. From the Priority drop-down list, choose the priority of the service request. Example: 1 3. Scroll down in the details panel, and under the Service Breakout table, click Dispatch. Result: The Service Breakout form displays in the detail panel. 10

13 4. From the Assignee Name drop-down, select the Technician who will be assigned this service request. Example: Quarles, Paulina 5. From the Status drop-down, select the appropriate option. Example: In Progress 6. In the Technician Comments field, type any additional notes to include with this service request that may aid the technician. 7. Click the Submit button to dispatch the service request to the service Technician. Result: The service request details panel updates with the name of the Technician who received the dispatch. Note: A service request can be dispatched to multiple service Technician. You can add another Technician by clicking the Dispatch button and completing another Service Breakout form. 8. Click Save Changes at the bottom of the details panel to save changes to the service request. 11

14 Activity 3, Part 2: Closing a Service Request Once a Service Technician has completed the work required and changed the service request status to Closed in FM:Interact, a maintenance supervisor can then close the request if it hasn t already been closed, and then archive it. The status of Done is used by FM:Interact to acknowledge that the work is complete. If the work order was split among a variety of Technicians, one Technician may be done with their piece of work but another Technician may need to still complete theirs. Once all work is done, the Maintenance Supervisor may Close the service request. Alternatively, in some cases, the Technician can close the service request directly, resulting in the Supervisor only having to archive it. Procedure: How to Close a Service Request as a Supervisor 1. In FM:Interact, navigate to Facility Maintenance Views 1.10 Status - Supervisor to display the Request Status Supervisor View. 2. From the Request Status Supervisor View, locate the service request you want to close, and click the Edit button associated with it. Example: Any service request that appears in Blue or Gray. 12

15 3. Click the Close Order button at the bottom of the view. Result: The Request Status view updates to reflect the change in the status of the work item. The color code of the service request changes to reflect the new status (Gray). The Support Tool setting Disable automatic closing of service tickets determines if the status of a service request is set to Done or Closed once all service breakouts are closed. If automatic closing is not disabled, the service request will be set to a status of Closed when the last service breakout is closed. If automatic closing is disabled, the service request will be set to a status of Done when the last service breakout is closed. This setting is configured by the administrator in the FM:Interact Support Tool. 13

16 Activity 3, Part 3: Archiving a Service Request Maintenance Supervisors can archive closed work orders. Archive service requests to clean up the Request Status view and allow for more focus on current requests. Procedure: How to Archive a Service Request 1. Locate the service request you wish to archive, and click the checkbox associated with it to select the service request. 2. Click the Archive button at the top of the view. Result: A message displays asking if it is okay to archive the selected service request. 3. Click the OK button. Result: The service request is archived and no longer displays in the Request Status view. Note that archived service requests are viewable in the view 1.60 Archived Service Requests 14

17 Facility Maintenance Technician Role The Service Technician receives dispatched service breakout, makes the necessary repairs, and updates service breakout status. When all service breakouts have been marked as Closed the status of the service request will be automatically marked as Done or Closed. Technician Role and Login For this activity, you will log in to FM:Interact as a fictional Service Technician named Paulina Quarles. For this activity, log in with the following credentials: User Name: pquarles Password: fms Activity 4: Completing a Service Request in FM:Interact A dispatched service breakout displays on the Service Technician s Request Status Technician View. Once a technician has completed the work associated with a service breakout the technician needs to update the status to Closed. In FM:Interact, navigate to Facility Maintenance Views 1.30 Status - Technician to access the Request Status Technician View. 15

18 Procedure: How to Complete a Service Breakout 1. Locate the service breakout for which you wish to update the status. Click the Edit button associated with the record. Example: The light fix requested by John Bryant. 2. At the Hours field, enter the number of hours spent addressing the maintenance issue. Example: 2 3. In the Other Cost type the dollar amount for the supplies required to make the repair. Example: In the Comments field, type a note to describe the repair. (optional) 5. Click the Close Order button to change the request breakout status to Closed and save the changes. The Service Request Process Is Done At this point, the service request is done. The request goes back to the supervisor who can review and archive the service request. 16

19 Preventive Maintenance FM:Interact allows for the automatic generation of Preventive Maintenance service requests. Work with your FM:Interact administrator to setup up the MS SQL Job Agent service for preventative maintenance. Supervisor Role and Login For this activity, you will log in to FM:Interact as a fictional Service Supervisor named Robert Talley. For this activity log in with the following credentials: User Name: rtalley Password: fms While logged in as Robert Talley, a Facility Supervisor, navigate to Facility Maintenance Views 3.10 Preventive Maintenance in FM:Interact to access the Preventive Maintenance view. About the Preventive Maintenance Page The image to the right represents the default configured settings for the Preventive Maintenance view. Preventative Maintenance tickets are automatically generated by the system based on data entered during the setup of your system. This Preventive Maintenance shows information on recurring activities. The system will automatically use this information to generate new service requests based on the Next Notice Date field. 17

20 Activity 5, Part 1: Setting up Automatic Service Requests for Preventative Maintenance Scenario: You will be creating a Preventative Maintenance task to inspect the facility forklift twice a year. Procedure: How to Setup a Preventive Maintenance Service Request 1. In FM:Interact, navigate to Facility Maintenance Views 3.10 Preventive Maintenance to display the Preventive Maintenance view. 2. Click the Add button. Result: A blank Preventive Maintenance page displays in the details panel. 3. In the PMID field, type a unique identifier for this Preventive Maintenance task. Example: FORK-Inspection 4. At the Equipment ID field, click the Select button and search for the appropriate equipment. Example: CLARK 5. From the Category drop-down select the category of service that will be performed. Example: Materials Handling 6. From the Activity drop-down select the activity that will be performed. Example: MTLS-FKL Forklift MATLS 18

21 7. From the Service Center drop-down select the service center that will provide the service. Example: MAINT Maintenance General 8. Click select next to the Room Number field to select the Building, Floor, and Room where the service will be completed Example: Building 900 Western Headquarters, Floor 7 th Floor, Room 7026 Mechanical Room 9. At the Date Last Performed field, click the Select button and search for the appropriate date. Note: Skip this step for new PM s as the task has not been previously performed. 10. In the Last Performed By field, type the name of the last Service Technician who performed the PM. Note: Skip this step for new PM s as the task has not been previously performed. 11. At the Next Notice Date field, click the Select button, and from the calendar, select a date when the service request is created for the PM. Example: Choose todays date for training purposes only. Typically, you would choose a future date. 19

22 12. From the Recurrence field, click the Set Recurrence button. Select the Monthly recurrence pattern option, select first weekday every 6 months. Click OK Note: The Next Notice Date is the date the Service Request will be created. The recurrence pattern will define when the service request will be due and will set the Next (Due) Date. The system will maintain the same number of days between the notice date and the due date in subsequent service requests. For example, if the original notice data is 10 days before the original due date, subsequent service requests will be created 10 days before the due date as specified by the recurrence pattern. Also, be aware, recurrence pattern overrides the legacy Cycle Time and Cycle Units fields. Those fields are displayed to support legacy PMs. 20

23 13. In the Description field, type a list of actions to complete for this preventive maintenance task. 14. At the Documents field, you may click the Upload button to add any reports, maintenance guides, etc., that will be of help to the service Technician. (optional) 15. At the Priority drop-down, select a priority level to assign to the PM. Example: In the Typical Time Rqd. field, enter the approximate number of hours required to complete this PM. Example: In the Cost field, enter the cost associated with the PM. Example: Click the Submit button. Result: A preventative maintenance item is created and a service request will be generated and routed to the appropriate Service Center based on the dates entered into the PM. 21

24 Activity 5, Part 2: Adding tasks to Preventative Maintenance service requests Scenario: Now that you created a Preventative Maintenance order to inspect the facility forklift you will add tasks to the ticket to ensure all required tasks are completed. Procedure: How to add tasks to a Preventative Maintenance ticket 1. In FM:Interact, navigate to Facility Maintenance Views 3.10 Preventive Maintenance to display the Preventive Maintenance view. 2. Filter the view by FORK and select the Preventive Maintenance ticket that you created in the previous activity. 3. Click Edit to modify the Preventive Maintenance ticket. 4. Scroll to the bottom of the detail panel and click the Add button that is below the PM Tasks section. 5. In the PM Tasks window Sequence field, enter the Sequence in which the task should be completed by the Service Technician. Example: 1 6. Click the Assignee Name drop-down field and select a Service Technician. Example: Paulina Quarles 7. In the comments section enter details about the work required to complete the task. 22

25 Example: Check fluid levels (oil, water and hydraulic fluid) 8. In the Hours field enter the estimated time to complete the PM Task. Example: Click the Submit button. Result: Preventative Maintenance tasks are added to the Preventative Maintenance ticket. 10. Repeat steps 4-9 using the information below to create the remaining PM Tasks. PM Task 2 i. Sequence: 2 ii. Assignee Name: Paulina Quarles iii. Comments: Check tire condition and pressure iv. Hours: 1 PM Task 3 i. Sequence: 3 ii. Assignee Name: Paulina Quarles iii. Comments: Ensure safety decals and nameplates are legible iv. Hours: Click the Save Changes button. Result: The PM Tasks are created for the Preventive Maintenance ticket. 23

26 Activity 5, Part 3: Creating a Preventive Maintenance Template Scenario: Your organization has several emergency generators that must be serviced annually. You need a way to quickly create a Preventative Maintenance ticket for each emergency generator. You create a template to apply like settings to each emergency generator. Procedure: Create a Preventative Maintenance template 1. In FM:Interact, navigate to Facility Maintenance Views 3.00 PM Template to display the Preventive Maintenance Template view. 2. Click the Add button to create a new Preventative Maintenance template. 3. In the Template Name field, enter a unique template name. Example: EG-Maintenance 4. In the Template Description field, enter a description to explain the purpose of the Preventative Maintenance template. Example: Emergency Generators must be serviced annually following the attached manual. 5. Next to the Document field click the upload button, browse to the Facilities Maintenance folder (File Path: C:\Users\Administrator\Documents\Fac ilities Maintenance) and select the Emergency Generator Manual. 24

27 6. Click the Category dropdown list to select the appropriate type of maintenance required. Example: Electrical 7. Click the Activity dropdown list to select the next level of detail about the maintenance. Example: ELEC-SYS Elec Sys/Pwr ELEC 8. Click the Service Center dropdown list to select the appropriate service center. Example: Maintenance General 9. Click the Set Recurrence button, select the frequency in which the Preventative Maintenance service request will be generated. Example: Recurrence Pattern Yearly; The first weekday of June 10. For training purposes, select the Next Notice Date of today s date. 11. Click the Submit button to create the template. Result: A Preventative Maintenance template is created for emergency generators. 25

28 Activity 5, Part 4: Use a Preventative Maintenance template when scheduling service requests Scenario: Now that you created a Preventative Maintenance template to service your emergency generators you want to ensure that a service ticket is created for each generator and service is completed by the required date. Procedure: Schedule service dates using a Preventative Maintenance template 1. In FM:Interact, navigate to Facility Maintenance Views PM Schedule to display the Preventive Maintenance Schedule view. 2. Click the Add button to create a new Preventative Maintenance schedule. 3. In the PM Schedule Name field, enter a unique name for your Preventative Maintenance schedule. Example: EG-8-X 4. Click the PM Template Name dropdown list and select the preventative maintenance template that will be used to schedule maintenance. Example: EG-Maintenance Result: The template autopopulates Preventative Maintenance fields. 26

29 5. Scroll down to the PM Schedule Assets field and click the Add button. 6. In the PM Schedule Asset search window enter whole or partial text to search the Description, Item Code and Asset Tag Number to search for the asset that needs service. Example: Emergency 7. Click the checkbox(es) next to the Item Code field to select the assets that you would like to schedule maintenance for. Example: Select the Emergency Generators with item code EG-8- X (There are a total of six generators.) 8. Click Add to add the assets to the PM Schedule. 9. Click the Submit button below the details panel to create the new Preventative Maintenance Schedule. Result: A new preventative maintenance schedule is created. 27

30 Procedure: Use Forecasting to prepare for upcoming Preventive Maintenance service requests 1. In FM:Interact, navigate to Facility Maintenance Views 3.10 Preventive Maintenance to display the Preventive Maintenance view. 2. Click the Forecasting button. 3. Click the Show Data button in the Forecasting window. Note: Adjust the date range if necessary. 4. Confirm that there is a Preventive Maintenance record created for each asset. 28

31 Procedure: Run CheckPM to check for scheduled Preventive Maintenance records and confirm the service requests 1. Log out of the system. 2. Log in to the system as the administrator. User: administrator Password: fms 3. In FM:Interact, navigate to System Administration Manage Modules Built-in Modules Facility Maintenance Run CheckPM to check the system for scheduled preventive maintenance records. 4. Confirm that there is a Preventive Maintenance service request created for each asset. 5. Log out of the system. 6. Log in to the system as the Facility Maintenance Service Supervisor. User: rtalley Password: fms 7. Confirm that there is a Pending service request for each Preventive Maintenance asset. 29

32 The Facility Maintenance Administrator Role The Facility Maintenance Administrator is the person responsible for the maintenance and upkeep of the FM:Interact Facility Maintenance module. Note: The Facility Maintenance Administrator may serve in other Facility Maintenance roles. Facility Maintenance Setup The Facility Maintenance Administrator sets up the following functions for the optimum use of the Facility Maintenance module: The color code for the maintenance statuses. Satisfaction surveys. Survey Reports. Service Centers. Permissions of Mobile Device interface views within FM:Interact. Run CheckPM. Addition of assignees to the system. Administrator views for the Facility Maintenance module. 30

33 Accessing the System Administration Module As the FM:Interact Administrator, you can maintain the Facility Maintenance module through functions stored in the System Administration module of FM:Interact. You must log into FM:Interact as an Administrator to have access to the System Administration module. The procedures in this activity guide will assume that you are logged in as such, and have access to this module. To complete the activities presented in this guide, log into the training system with the following credentials: User Name: administrator Password: fms In FM:Interact, navigate to System Administration Manage Modules Built-In Modules Facility Maintenance to view the functions needed to maintain the Facility Maintenance module. These include: Administrator Views Color Codes Satisfaction Survey Survey Report 31

34 Activity 6: Administrator Views Administrator Views store data that is controlled and can be made available in the Views of other Users. In FM:Interact, navigate to System Administration Manage Modules Built-In Modules Facility Maintenance Administrator Views to access the list of Views that the Administrator uses to maintain the Facility Maintenance module. To the right is a list of important Administrator Views and their purposes: Note: If no Views display, you need to identify Views that are used to maintain the Facility Maintenance functionality, and permission them so they are viewable. We ll go over this in the coming sections. View Admin Assignees Admin-Building Equipment Catalog Admin- Service Centers Admin Service Request Activities Admin- Service Request Categories Admin- Service Request Routing Admin-Service Status Code Purpose Stores a list of employees who are maintenance Technicians. As an Administrator, you can add employees to this list. When a supervisor dispatches a service order, the supervisor picks from a list of service technicians. That list of service technician is created from the Assignees stored here. Stores a list of building equipment including: Model and Manufacturer Vendor information and other Asset information Where you create and maintain service center information including the: Supervisor assigned to the service center Supervisor s name Service Center Code Service Center description This information impacts what a Supervisor sees based on the routing rules. The routing rules uses some of the information presented here. Where you create and maintain the activities associated with each service category. For example, the category of HVAC can have the following activities: Too Hot Too Cold Where you create and maintain the maintenance functions such as plumbing, HVAC, locks etc. Where you create and maintain how service requests are routed in the system. There are 4 primary ways to route, by: Building Category Activity Service Center Where you create and maintain service statuses associated with work orders. 32

35 Activity 7: Facility Maintenance Statuses As the FM:Interact Administrator, you can configure Facility Maintenance statuses. In FM:Interact, navigate to System Administration Manage Modules Built-In Modules Facility Maintenance Administrator Views Admin Service Status Codes to access the Admin Service Status Codes View. Scenario: You want to track the efficiency and effectiveness of the vendor you use to maintain your facility. To track this detail, you need to add a Status Code for vendor assigned activities. Procedure: How to Create a Maintenance Status Code 1. From the Admin Service Status Codes View, click the Add button. Result: A blank status form displays in the details panel. 2. At the Status Code field, type a one letter code for the status. Example: The letter V. 3. At the Status Desc field, type the description of the status. Example Vendor Assigned 4. Click the Submit button. Result: The Status Code is created. Note: Next, you can assign a color code to the new status. 33

36 Activity 8: Facility Maintenance Color Codes As an FM:Interact Administrator, you can configure the standard color codes used to identify service request statuses. In FM:Interact, navigate to System Administration Manage Modules Built-In Modules Facility Maintenance Color Codes to access the Color Codes page. About the Color Codes Page The Color Codes page is where you assign a color to a Service Status. The page currently shows the default color codes assigned to each move status. Let s look at each part of the page in detail: 1. The Service Status Color field, displays each service status and the assigned background/font color assigned to the status. 2. The Background color drop-down allows the Administrator to choose a color from a palette, slider, HSB, or HSV color wheel for the move status. 3. The Font Color drop-down field allows the Administrator to choose a color for the text of the status using the same options as above. 4. The Apply button is used to save any color code changes. 5. The Cancel button exits the page without saving any changes. 34

37 Default Maintenance Statuses The default maintenance statuses are listed below. It is important to note that your organization may have additional maintenance statuses based on workflow. Procedure: Change the Color Codes 1. In FM:Interact, navigate to System Administration Manage Modules Built-in Modules Facility Maintenance Color Codes 2. From the Service Status Color field, locate the move status you want to change. Example: Vendor Assigned 3. From the Background color dropdown, select the desired color for the move status. Example: Purple 4. From the Font Color drop-down, select the desired font color. Make sure the font color is visible in contrast with the background color. Example: Black 5. Click the Apply button. Result: The color changes are saved. Status In Progress Pending On Hold Closed Description Status assigned to maintenance tickets assigned to maintenance personnel. The initial status of a maintenance request when a maintenance ticket is submitted. Status for maintenance tickets that require additional resources, leaving the ticket on hold until the resources are acquired. This status is assigned to maintenance tickets with a status of done that can be closed. 35

38 Facility Maintenance Service Centers FM:Interact uses the concept of service centers as a way to route service requests to the correct supervisor for dispatch. About Service Centers There are many ways your organization may create and manage service centers. For example, some organizations use the concept of zones, where a service center supervisor is responsible for a certain area. In other organizations, service centers are based on the type of maintenance activity required. All requests related to a specific maintenance category are then routed to that service center, where the supervisor dispatches the requests. As an Administrator, you create and maintain the service centers for your organization. The Process of Adding and Maintaining a Service Center For a service center to function properly there are several tasks you complete to ensure the center follows a workflow: Stage Description 1 The administrator creates the Service Center and identifies the Supervisor for that center. 2 The administrator creates/updates service categories. 3 The administrator creates/updates service activities associated with the service category. 4 The administrator defines the routing rules. 5 The administrator adds, modifies service technicians stored in the system. 36

39 Activity 9: How to Add a Service Center As your organization changes, you may need to add, modify, or delete a service center. Scenario: Currently your organization outsources many of the Facility Maintenance tasks that it comes across. Your organization has decided it is bringing the HVAC maintenance in-house. As the FM:Interact Administrator, you need to create a service center to support the HVAC maintenance task. In FM:Interact, navigate to System Administration Manage Modules Built-In Modules Facility Maintenance Administrator Views Admin Service Centers to access the Admin Service Centers View. Procedure: How to Add a Service Center 1. From the Admin Service Centers view, click the Add button. Result: A blank Service Centers form displays in the details panel. 2. At the Supervisor field, click the Select button. Result: An employee search field window pops-up. 3. In the Employee search field, type the name of the supervisor who will be responsible for the service center, and click Search. Example: Albert, Ray 37

40 Result: The system displays results that match the search criteria. 4. From the list of results, choose the correct name and click the Select button. Result: The employee pop-up window closes, and you return to the service centers detail panel with the supervisor s name displayed. 5. In the Service Center Code field, type a code that will identify the service center. Example: HVAC 6. In the Service Center Desc field, type a description for the service center. Example: Heating and Air 7. Click the Submit button. Result: The service center is created 38

41 Activity 10: How to Add Service Categories to FM:Interact A service category is a type of maintenance work. Each category has associated activities. For example, HVAC is a category where an activity may be HVAC Too Hot or HVAC Too Cold. When a new service center is created, you will next want to create service categories within it. In FM:Interact, navigate to System Administration Manage Modules Built-In Modules Facility Maintenance Administrator Views Admin Service Request Categories to access the Admin Service Request Categories View. Procedure: How to Add a Service Category 1. From the Admin Service Request Categories view, click the Add button. Result: A blank Categories form displays in the detail panel. 2. In the Category field, type a code for the category. Example: HVAC 3. In the Description field, type a description for the category. Result: HVAC System 4. Click the Submit button. Result: The new service category is created. 39 Note: If the HVAC category is already created, click OK at the message, and Cancel the form.

42 Activity 11: How to Add Service Activities to FM:Interact A service activity is a way to refine a service category into a more specific type of maintenance work. Each category created should have associated activities. In FM:Interact, navigate to System Administration Manage Modules Built-In Modules Facility Maintenance Administrator Views Admin Service Request Activities Procedure: How to Add Service Activities 1. From the Admin Service Request Activities view, click the Add button. Result: A new details form displays in the details panel. 2. From the Category drop-down, select the category you want to associate with. Example: HVAC HVAC System 3. In the Activity Code field, type a code that represents the activity. Example: AH 4. In the Description field, type a description for the activity code. Example: Air Handler 5. In the Estimated Hour field, enter the estimated time required for the task. Example: 8 hours 6. In the Default Priority field, assign a priority level to this activity. Example: 3 7. Click the Submit button. 40

43 Activity 12: How to Set Service Request Routing in FM:Interact FM:Interact has the ability to route a service request by: Category Building Activity The system uses the information from the service request (specifically building, category, and activity) and routes the request to the appropriate Supervisor at the service center. If a service request comes in and does not match any of the routing rules, the request is sent to a default service center. You will need to have a default service center set up to capture all requests that do not route to a defined service center. Routing Rules The list to the right describes the order in which the program reads the routing rules, and thus ends up routing the service request to the appropriate supervisor. Scenario: You want to create routing where all HVAC service requests are routed to a newly created service center, regardless of the building where the issue exists. Stage Description If there is a matching building, service category and service activity in the routing lookup table, the matching service center record is assigned the service request. If no match, continue to stage 2. If there is a matching service category and service activity (no building match) in the routing lookup table, the matching service center record is assigned to the service request. If no match, continue to stage 3. If there is a matching building and service category in the routing lookup table, the matching service center record is assigned the service request. If no match, continue to stage 4. If there is a matching service activity in the routing lookup table (no building or service category match), the matching service center record is assigned to the service request. If no match, continue to stage 5. If there is a matching building and service activity in the routing lookup table (no category match), the matching service center record is assigned the service request. If no match, continue to stage 6. If there is a matching service category (no building match or service activity match) in the routing lookup table, the matching service center record is assigned to the service request. If no match, continue to stage 7. If there is a matching building (no matching service category and no matching service activity) in the routing lookup table, the matching service center record is assigned the service request. If no match, continue to stage 8. Assign a default service center to handle non-matching service requests. This will prevent a request from stopping due to no matching routing. This is done by creating a Service Center Routing Rule with Blank entries for Buildings, Category, and Activity. 41

44 In FM:Interact, navigate to System Administration Manage Modules Built-In Modules Facility Maintenance Administrator Views Admin Service Request Routing to access the Admin Service Request Routing View. Procedure: How to Add Service Request Routing 1. From the Admin Service Request Routing view, click the Add button. Result: A blank Routing form displays in the details panel. 2. Leave the Building Code field blank, as we do not want this routing to be dependent on building. If you wish to use zones or building specific routing, you need to identify the building. 3. From the Category drop-down field, select the appropriate category. Example: HVAC 4. Leave the Activity drop-down field blank, as we do not want this routing to be dependent on specific activities. 5. From the Service Center drop-down field, select the appropriate service center. Example: HVAC Heating and Air 6. Click the Submit button. Result: The new routing is created. 42

45 Test Your Routing: Part I To test if you have properly set up your service center, categories, activities, and routing. 1. In FM:Interact, navigate to Facility Maintenance Views 1.00 New Service Request 2. Create a Service Request with the following information: a. Category: HVAC System b. Activity: HVAC Sys 3. Click Submit to create the new service request. 4. Log out of the system. 5. Log into the system as Robert Talley. User ID: rtalley Password: fms 6. In FM:Interact, navigate to the Request Status Supervisor View. Facility Maintenance Views Request Status Supervisor View 7. Review the existing requests. In this View, we see existing service requests that Robert Talley supports as a Service Supervisor. Notice that we do not see any NEW HVAC related service requests that are In Progress or Pending (green or yellow). 8. Log out of the system. 43

46 Test Your Routing: Part II At this point, you entered an HVAC service request. Given you created a HVAC service center with Ray Albert as the supervisor, and have created the routing rules that will send any service requests with the HVAC category to the HVAC service center, the service request should appear when you log in as Ray Albert. 1. Log into the system as Ray Albert. User ID: ralbert Password: fms 2. In FM:Interact, navigate to the Request Status Supervisor View. Facility Maintenance Views Request Status Supervisor View 3. Review the existing requests. The new service request should appear on the list as a Pending request. 4. Log out of the system. 5. Log-in as the administrator. a. User: administrator b. Password: fms 44

47 Activity 13: How to Add Service Technicians Assignees Scenario: With the new HVAC service center, new Service Technicians will need to be added to the HVAC service center. In FM:Interact, navigate to System Administration Manage Modules Built-In Modules Facility Maintenance Administrator Views Admin Assignees Procedure: Add Service Technicians to a Service Center 1. From the Admin Assignees view, click the Add button. Result: A new details form appears in the details panel. 2. In the Assignee Name field, select the technician from the employee list. Example: Patterson, William 3. At the Service Center drop-down, select the primary service center for this service technician. This is for reference only. Example: HVAC Heating and Air 4. In the Rate field, type the hourly rate of the Service Technician. Example: In the Overtime Rate field type the hourly rate. Example: Click Submit The Assignee is not available to select in the dropdown list. 45

48 Maintenance Satisfaction Survey (optional) Administrators can set up a Maintenance Satisfaction Survey, where a link is sent to an employee after a maintenance issue is addressed. When a User completes this online survey, the results are stored in an FM:Interact table. The survey results can be downloaded to an Excel spreadsheet directly from the web. There are two stages for configuring a survey: 1. The Administrator defines the survey name and header/footer information. 2. The Administrator defines survey elements to include in the survey. On the Satisfaction Survey page, the Administrator can create a survey or modify an existing one. Note: FM:Interact contains no default surveys. The Administrator must create surveys. About the Satisfaction Survey Page In FM:Interact, navigate to System Administration Manage Modules Built-in Modules Facility Maintenance Satisfaction Survey to access the Satisfaction Survey page. 46

49 The Satisfaction Survey page contains the following parts and functions: 1. The survey drop-down list, located at the top of the page, displays already created surveys, as well as an option to create a new survey. 2. The Survey Description field is where the Administrator can type the survey name that a User will see. 3. Text for internal comments can be typed into the Internal Notes field. This text is not seen on the survey from the User s point of view. 4. The Header Text field is where text that will display in the header section of the HTML page is typed. 5. The Footer Text field is where text that will display in the footer section of the HTML page is typed. 6. The Save button saves changes made to the survey. 7. The Define Survey View button initiates definition of the elements used in the survey. This will lead to a multi-step process. 8. The Cancel button will exit the page without saving any changes to the survey. 47

50 Activity 14: Creating a Satisfaction Survey Activity 14, Part 1: Defining the Survey Name To begin the process of creating a survey, the Administrator first defines the survey s name, header, and footer details. Procedure: How to Name a Survey 1. From the survey drop-down list, select the New survey option. Result: The window updates. 2. In the Survey Description field, type the name of the survey as it will be seen by the User. Example: Facility Maintenance Survey 3. In the Header Text field, type the text you want to appear at the top of the HTML page of the survey. Example: Facilities Maintenance 4. In the Footer Text field, type the text you want to appear at the bottom of the HTML page of the survey. Example: Facilities Manager Name 5. Click the Save button to save the survey name. 6. Click the Define Survey View button. Result: The Define Survey View page displays. 48

51 Activity 14, Part 2: Adding Survey Elements to the Survey Survey Elements The survey can contain the following survey elements: Checkboxes Rating Scales Input Fields Memo Fields You can add these elements through the Define Survey View. About the Define Survey View Page Once a survey is named, the Administrator can add survey elements through the Define Survey View button. The page contains the following parts and functions: 1. The List Box displays the current survey elements attached to this survey. There should be no elements for a new survey. 2. The Add Field button is used to add a survey element to the survey. 3. The Add Text button is used to add a text statement on the survey. An example would be directions on how to complete the survey. 4. The Change Label button is used to change the text field label that displays on the survey. 5. The Remove button removes a selected element from the survey. 6. The Up button moves a survey element up, and towards the beginning of the survey. 49

52 7. The Down button moves an element down, and towards the bottom of the survey. 8. The Preview button displays a preview of the survey as the User will see it. 9. The Save button saves any additions or changes to the survey elements. 10. The Cancel button exits the page without saving any changes. Survey Limitations There is a limit to the length of a question. The system will cut off the question at the limit. For each type of survey element, you will notice there are several options. For example, there are 5 scale options. That means you can only have 5 questions that use a scale. Once you use all the scale options, there are no other scale elements you can add to the survey. Scenario As an Administrator, you want to create a new Facilities Maintenance survey. You want to ask your User who has just had a maintenance task done for them questions like: Did your Maintenance Manager act quickly? Was the task completed correctly? Etc. 50