As your workforce strives towards ensuring every asset at customer locations operates in their optimal condition and the sites remain safe and functional at all times, give them the advantage of being able to report problems on assets as soon as they identify the issues, failures, breakdowns etc. in field. 

Problem assets or sites can be instantly reported by documenting accurate observations, noting down descriptions with supporting photos, and initiating a resolution job to get the problem corrected.
Use the combination of intuitive filters to find assets with highest number of problems and prioritise appointments accordingly to action resolution jobs at the earliest, resulting in reduced negative impact on the customer's day-to-day processes and environment. 

In this article, we will see how to: 

  • Set up custom problem types
  • Creating a problem report against asset or site
  • Quick reference between asset/site and its resolution job
  • Close the problem

Setting up custom problem types

Before actually reporting problems, you'll create a list of problem types under which the reported problems can be categorised.

NOTE: Only the Subscriber and Admin can perform actions in the settings area.

STEP 1 Go to the Settings page and open Problem Configuration.

STEP 2  Enter names for the problems types to match the terms and language already used in your business and tag them with a prefix.

The problem types will now appear for selection in a drop down list when anyone from your workforce reports a problem.

Creating a problem report

STEP 1 Go to the Assets workspace.

STEP 2 Open the asset/site having the problem, and click Report a Problem on the inspector.

STEP 3 Select a problem type that best categorises the problem. 

If you cannot find an appropriate problem type for the new problem, please follow the steps under Setting up custom problem types.

STEP 4 Provide more information about the problem such as description and supporting photos. All such details will be copied over to the associated resolution job.

Once you have reported the problem, the asset will be marked with a yellow dot on its ID and a problem card will show up on its inspector. 

The resolution job in the Job workspace is created with ID PRB-0000xxx and contains reference to customer and asset information with the problem report intact. You may prepare the resolution job with tasks and required inventory as necessary or directly schedule and assign to start the work.

To know how to assign and schedule jobs, read Assign Workforce and Schedule Job Appointment.

Switch between asset/site and resolution job anytime

You may often need to cross-check the details on asset/site and their resolution job. Go back and forth between the asset/site inspector and the job inspector through the cross-reference link provided on thproblem card.

Similarly, while you are working on the job, you can jump to view the asset details.

Closing the problem

  •  You can close the problem manually at anytime if there is no resolution job.
  • If there is a resolution job and the job has been Completed, the problem will automatically disappear from the asset/site inspector. However, it will still continue to appear on the resolution job until you change the job status to Closed.

Go back to Manage Assets and Sites.

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