The out of the box Service Request Application for Maximo 7.5 seems very limited in what it can or cannot do. However, in a recent Maximo implementation for a client, we were able to extend the functionality of the Service Request application to handle a variety of scenarios including: Work Request, Emergency Work Request, Item Data Change, Overage, Shortage and Damaged receipts, Capital Projects and Action Items. With these changes the Service Request is now a dynamic application that changes with the selection of Service Request Type because each type requires a different set of information. Let’s take a look at each one of these individually to explore the functionality.
Work Request – This is the standard out of the box purpose for the service request application. We added an approval process to this type of request that will allow the appropriate supervisor approve the creation of a Work Order.
Emergency Work Request – This is similar to the Work Request type of request, with the exception of automatically creating an approved Work Order that is showing a Critical Priority. We have only given the ability to generate an Emergency Work Request to an approved list of individuals supplied by the client.
Item Data Change – The Item Data Change type of request will allow users to submit a request to change either the Min/Max of an inventory record or change the attribute specification values of an Item on the Item Master record. The user will select Item Data Change from the Service Request Type field, then they will select a “Type of Change”: Min/Max or Attribute. After they have selected the type of change, the user will fill out the appropriate information and click submit. Once the record has been submitted it will follow an approval process via Workflow. If the record is completely approved the changes will be applied automatically through the use of an automation script.
Overage, Shortage and Damage – Have a receiving discrepancy? The OS&D type of request will allow Store Keepers and Receiving Clerks to report these discrepancies and inform the appropriate departments that there is a discrepancy. With the use of a Workflow, the OS&D request will follow a process and will allow the appropriate departments to inform the Receiving Department of which action should be taken on the Receipt.
Capital Project – The Capital Project type of request will allow people engineers and others to submit the proposal and estimated cost of a Capital Project. These projects will follow an approval process that once fully approved will create a Work Order that has all of the information for the Capital Project.
Action Items – The Action Item type of request is a little different. It will allow a user to select a department such as Operations, Maintenance, Tech or Support Service and then select an employee in that department. Then the user can select a type of Action Item to assign to the employee and provide a detailed description.
I know a lot of you are thinking that all of this was completed through the use of customized code; that is not the case. We were able to realize all of these benefits through the front end of Maximo 7.5 with simple configurations such as Domains, Database Configuration Updates, Conditional UI Security, Workflows and Automation Scripts. The amount of tailoring that can be done using the tools provided by the base Maximo product is growing daily and as we grow with the system we will be able to do even more.