EN - Using Service-IT Module in Work-IT

EN - Using Service-IT Module in Work-IT


Question

How to use the Service-IT module and how to set him up?
 
Answer 


Service-IT module
"If you have a technical team and you want to manage the maintenance assignments for them, In this case, Service-IT module is ideal for you, with this module tickets (maintenance assignments) can be timed to show how long someone has been working on the ticket, and ticket planning board can be used to easily plan the week ahead by distributing the maintenance assignments between your technical team members, and the technicians get informed about their assignments via the app, and thereafter according to these recorded times, an overview for employers can be made indicating the cost prices of the different tasks. "

Note: The Service-IT module is a paid module and is only available if it is in the license.


The first thing you need to take into consideration is that both the supervisor (the one that will manage and distribute the tickets) and the technician (the one that will execute the maintenance assignment) must be defined as users as well as employees in Work-IT system, so they both have a user login credentials in Work-IT system and should be linked to an employee.

Service-IT module is managed only on Work-IT Web version, so by entering this URL in an internet explorer software:

Note: Replace "localhost" with the IP address of Work-IT server PC if you are working from a client PC.

And in Work-IT web version (and after logging in) you can find Service-IT windows and settings in these places:

1- Menu -> Maintenance


 
2- Menu -> Master data -> Maintenance



3 - Menu -> Settings -> Application settings -> Ticket settings





Finally, you can also manage Service-IT via Work-IT app on your smartphone.

The preparing Settings

Here are the basic settings that must be managed before start using the Service-IT module:

1- Create a ticket type:

Let's first create a new ticket type, so the ticket type defines what kind of ticket it is, for example, is it an Inspection ticket or a reparation ticket? or another type you need to create in your work. 
Let's say we need to create two ticket types:
  - Inspection
  - Reparation
From  Menu -> Master data -> Maintenance choose "Ticket Types"



Then Click on "New" to add a new Type:



Then write the name of the Type (for example "Reparation") and then click on "Save" 



So in the same way I created an "Inspection" type as well. (they both are active)



2- Create a ticket priority:

 If you want to give priority to a ticket, let's say "Medium" if it should be done but it can wait until other important tickets are done, or you can give the priority "Urgent" which means that this should be done directly at the moment, etc.
In order to give a ticket a priority level, you need to define those priorities first, from Menu -> Master data -> Maintenance choose "Ticket Priorities"



Then click on "New" to create a new priority



Then write the name of the priority (for example "Urgent"), then choose a color (for example red color), then click on "Save"



In the same way, I created these 4 priorities. (they all are active as default)



3- Create a ticket status:

Here you can define all the statuses that a ticket could be, like "Closed", "New", "In progress", etc.
To create new ticket status go to Menu -> Master data -> Maintenance and choose "Ticket statuses"



Then click on "New" to create new ticket status:



Then write the name of the status (for example "Closed") and then click "Save"



 (they all are active as default)

4- Create an object status:

The object is the one that needs to be repaired (for example Boiler, PowerBee, Terminal, etc..), and sometimes we need to know the status of this object at the moment.
To define new object status (statuses like Active, Inactive, in Maintenance),  click on Menu -> Master data -> Maintenance and choose "Object status"



Then click on "New"



Then choose a name for the status (for example "Active"), then click on "Save"



 (they all are active as default)

5- Create a solution group:

A solution group is a group of employees that are intended to do a specific assignment, like  Technicians, Cleaners, Network administrators, etc.
To create a solution group, click on Menu -> Master data -> Maintenance and choose "Solution groups"



Then click on "New"



Then write the name of the solution group (for example "Technicians"), then choose the employee(s) in this group from the "Engineers" drop-down list
( This employee should also be defined as a user in Work-IT as well, so he/ she has login credentials to Work-IT)
Here I chose the employee "Raf", and I can choose other employees if I want. then click on "Save".



 (they all are active as default)
Note: If you activate the option "Allow assign other engineers" then other engineers out of the "Engineers" list for this solution group are also allowed to be assigned.

6- Create an object type:

You can classify the objects as types like Electric, Transport, Work-IT hardware, etc. so later you can filter the objects based on the type.
To create a new object type, click on Menu -> Master data -> Maintenance and choose "Object types"



Click on "New" to add a new object type.



Then write a name for this new object type, for example, "Electric", you can also link it to a solution group, for example, "Technicians" (that we created earlier),
so that the assignment ticket will be shown only to this solution group whenever a type of object is selected in a ticket.
Then click on "Save"



 (they all are active as default)

7- Create a meter type:

Meter types can be created to define readings for different types of meters present in the company. Think of water meters, running hours, energy meters, etc.
When creating a meter in the object card, the meter type can be entered.
To create a new meter type, click on Menu -> Master data -> Maintenance and choose "Meter types"



Click on "New" to add a new meter type.



Then type the name of the unique name of the meter (for example "Water meter"), then choose the unit type (for example "Volume"), then choose the unit (for example "Liter"),
Then click on "Save".



 (they all are active as default)

8- Create an activity:

When we need to let the employee do extra checks or steps, then an activity can be created for each step and later can be added to a ticket.
To create a new activity, click on Menu -> Master data -> Maintenance and choose "Activities"


Click on "New" to add a new activity.



Then type the name of the activity (for example "Checklist 1"), then choose the type (Here I chose "Checklist"),

An activity can be out of these 4 types:
- Checklist: a check that can be answered with "Pass", "Failed", or "Flag" (mark).    - like in my example-
- Numeric: field in which a numeric value can be entered.
- Task: a task to be completed and can have a value ("Incomplete", "On hold", "In progress", and "Complete")
- Text: field in which text can be entered.

Then you can choose the default value of the type, then click on "Save".


When you choose the option " Is required" then if this is later added to a ticket then the ticket will not be closed until this activity is answered.
In the same way, I created another activity with the name "Restart test" and with the type "Task", and the value "Incomplete" as the default type value.


 (they all are active as default)

9- Create an activity template:

Sometimes we have a standard inspection or reparation procedure that always runs through a number of standard steps (activities) or always has a number of standard questions answered, then a group of activities can be linked to a template and later this template can be also added to a ticket.
To create a new activity template, click on Menu -> Master data -> Maintenance and choose "Activity Templates"



Click on "New" to add a new activity template.



Then type the name of the template (for example "All activities"), then add the activities that you want to be linked to this template (I've added the two earlier created activities).
Then click on "Save".



 (they all are active as default)

Create an object

Objects are the things for which a maintenance ticket can be created. An object can be a cart, hoist weighbridge, terminal, boiler, PC, etc.
The number of objects that can be created in the system is unlimited. By using Objects, a history is built of all tickets that have ever been handled for specific objects.
This gives you insight into the time and costs that various objects have cost over time due to maintenance, malfunctions, etc.

To create a new object, click on Menu -> Maintenance -> Objects


1- Click on "New" to add a new object.



2- Fill in a unique code for this object in the Code field. This ensures that we do not get duplicate objects in the system. (Here I chose "1")
3- Give the object a Name. Make sure the name is descriptive of the object so it is clear what kind of object it is. For example, 'Terminal' or 'Boiler', etc. (Here I chose "Terminal 1")
4- If you want to add a more extensive description of the object, you can do so in the Description field.
5- The Type field selects the object type to which the object belongs. Object type helps you with grouping and automatically assigning it to the right group of employees to solve the problem.
6- Enter the status of the Object. Usually, this is 'Active' 
7- Finally, you specify the location in which this object belongs within the company. This ensures that an employee can find the object if he needs to pick up a report for it. Location can be Greenhouse, Path, or stand level. It is not mandatory to link objects to the path level.
8- After filling in these fields you can save the object. After that, you can still fill in the other fields, if you want.



The other fields in objects:

In the object card, you can fill in a number of other fields for information purposes, such as;
- A Serial number of an object. This is often the serial number of the object received from the supplier.
- A purchase date
- A warranty date. This allows employees to see if an object is still under warranty.
- A ledger number. You can use this if you want to report the costs that are made on an object in a way that is compatible with a financial system.
- Comments. As in tickets, you can add unlimited comments and photos to the objects.

I've added an image of this terminal as well.
After you save the object, additional functionalities are unlocked in the object. These are visible as Tab pages on the left side of the object card:



Files
In Files, you can link all kinds of relevant information to an object. Think of a manual, a service instruction, a damage report, and so on.
by clicking the "New" button and selecting a file from your PC or phone.
I've just added a programming manual for this object.



Tags
Tags can be attached to objects. These can be RFID tags, barcodes or QR codes. If an object has a tag, you can scan the object in the app, when creating a ticket. The object and its location are then automatically linked in the ticket.
Tags can be created in Menu -> Master data -> Tags.
In the Work-IT App, the tags can also be created.

Linked tickets
On the Linked tickets tab, you can find and view all notifications ever registered to this object. From here, you can also create a New ticket for this object.

Meters
On this tab, you can define the meters you want to keep track of. Think for example of the running hours of a CHP (Cogeneration heat and power) or a Water or Gas meter, etc.
When you click the New button you get to the Meter Detail screen. Here you can define a new meter.
This is done via the following steps:
- Give the meter an ID. By using the ID you can prevent the readings of another meter from being registered on this one. In other words, with the ID we make sure you find the right meter.
- Give the meter an understandable name. So that the clerk knows what type of meter he is recording the readings for.
- Finally, Indicate what value the meter reads. For example, cubic meters of water, which is the meter type that we made earlier.
Once you have saved the meter, you can start entering meter readings in the Work-IT app.
The registered meter readings can be seen in the list and can be exported to Excel (if you want) using the export button at the top of the screen.

Tickets

1- Ticket general settings:

After all the necessary master data has been set up as desired, a number of ticket general settings must be set properly.
We can set this up in the Web environment by following these steps:
Menu -> Settings-> Application settings, then click on the tab "Ticket settings"



Information:
The Information settings define the behavior of the tickets on creation, reopening, and closing. The settings are "global" and thus apply to every user.
1-Default ticket Status: Default proposed status when creating a new ticket.
2-Default ticket priority: Default proposed priority when creating a new ticket.
3-Default ticket type: Default proposed type when creating a new ticket.
4-Ticket reopen status: Status that the ticket gets when a completed ticket is reopened.
5-Auto assign tickets: If this option is checked, the ticket is automatically assigned to the User who created the ticket.
6- Allow reported by override: If this option is on, a user may also register another user as a ticket reporter when creating a ticket. If this option is off, then the logged-on user automatically becomes the ticket reporter.
7- Object required: If this option is checked then It means that an object must be mentioned in a ticket.
8-Sub Ticket Status on parent complete: Determines the behavior when a main ticket is completed and there are still open sub tickets:
     - Ask: The user is asked whether all sub-tickets should also be completed. If No is selected, then the main ticket is closed.
     - Not Possible: The user gets a pop-up describing that the main report cannot be closed because the sub-tickets are not yet completed.
     - Auto complete: All uncompleted sub reports are automatically completed.

Time settings:
The time settings determine whether time registration can be used or not, and what behavior applies. The settings are "global" and thus apply to every user.
9- Use time registration: When this option is on, the time registration functionality is active 
10- Allowed Timer Task: Here the Tasks can be linked that may be used in time registration of Service-IT. Note that these can only be Tasks of the start registration type.
11- Default Task: The default proposed Task when starting a timer on a ticket. Note that this can only be a task of the start registration type.
12- Allow task override: When this option is checked, the user is allowed to switch the task when starting the timer on a ticket.
13- Default start timer status: When starting a timer on a ticket, the ticket status is changed to the status set here.
14- Default stop timer status: When stopping a timer on a ticket, the ticket status is changed to the status set here.
15- Allow timer status override: If this option is on, the user may change the preset status when starting a timer.




Note: For the timer task in my example " 3 - Work time", I created it earlier then I linked it to the task question scheme "WorkTime" which comes with the "Start" registration type. 



Walking time task:
This is the walking time task as set in the application settings in Work-IT. It cannot be modified via the app. Setting the walking time task is mandatory. Without this setting, the time registration cannot be used.
So I created it also earlier and I linked it also to the task question scheme "WorkTime" which comes with the "Start" registration type. 
And to set the walking time task, we go to Menu -> Settings-> Application settings, then click on the tab "Registration settings", in the field "Idle time task" choose the wished walking task (for example "999 Walking time")



2- Create a ticket:

Menu -> Maintenance -> Tickets



With the button "New" you can create a new ticket. 



You get to the details screen for a new ticket.



Whoever creates the ticket is automatically filled in the "Reported by" field. The reporter is changeable If the "Allow reported by override" option is checked (this setting can be found in the ticket settings, see the previous paragraph).
All fields marked with an asterisk(*) next to the field name are mandatory. You will notice that some fields are filled automatically. These are the default values set in the Ticket settings. You can change them if the default value is not the correct one. The fields that can have a default value are;
- Type 
- Priority
- Status

After filling in a description and possibly changing in the type and priority, you enter a location and an object. The location is important to fill in and therefore it is mandatory. In many cases, it is useful to also link the object to a ticket. For example in the case of a specific terminal that is broken, or a harvest cart that needs maintenance. By filling in the object you can check that the correct object is being worked on and later you can see how often an object has had a breakdown or maintenance and the labor costs involved.
When you link a location, the system checks if you have linked sub-locations under that location. For example, if you select Greenhouse 1, the system checks whether you also have paths in your greenhouse. If so, a second location field appears in which you can select the path. The "Object" field then filters all objects associated with the selected greenhouse and path.

In the Activities block, you can add additional fields to the ticket. You can do this by clicking on the Add Activity button. In the pop-up that opens you can choose to add an Activity Template or to add a separate activity. When you choose an activity template, all fields defined in that template will be added to your ticket. If you choose loose activities, you can add additional fields one by one.

In the Planning and Status block, we give the ticket a planned date, specify who or which group of users should handle the ticket, and what status the ticket is in.

In addition, we can set whether this ticket has a recurrence pattern. Think for example of an inspection of a harvest trolley that has to take place every 6 weeks.



For example, If you choose "Monthly" then you can set "Every" 12 months then you can make an annual plan:



In comments, users can record their findings and add pictures to the ticket. A user can see the comments of all other users, but can only edit the comments he himself has added.
In the comment screen, a file can also be added. For now, these are only image files (e.g. jpg, jpeg, gif, tiff, bmp, etc.).
In the Work-IT app, this can be done with the camera.

After you saved the ticket a new tab is created on the left side of the ticket screen:



It can happen that you want to group several tickets within a project. Or that you want to create maintenance tickets for a group of resources and group them together. For this purpose sub tickets are meant.
Sub tickets are created in an existing or (stored) new ticket.

Managing the tickets in Planboard

Menu -> Maintenance -> Tickets

 

The planboard allows you to see at a glance which notifications are assigned to which employees.



In the planboard, you can assign tickets to an employee via Drag & Drop. The tickets shown in the left column have not yet been assigned an employee.

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