As you and your team strive toward ensuring every asset operates in its optimal condition and the sites remain safe and functional at all times, you can take the  advantage of the ability to report problems on assets and sites as soon as issues, failures, breakdowns etc. are identified in field. 

Problem assets and sites can be instantly categorised into problem types and reported with accurate data observed on the spot, taking notes and descriptions with supporting photos, and initiating a resolution job to get the problem corrected.

Using a combination of intuitive filters, you can 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: 

Setting up custom problem types (PREREQUISITE)

If you wish to categorise the reported problems into problem types that are more recognisable in your orangamisation or industry, then please see the article on how you to create your own problem types in Define Problem Types.

NOTE: Only the Subscriber and Admin users can configure problem types

Reporting a problem

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. 

Loc8 offers you a list of default problem types to get you started, however if you wish to have your own set of problem types or you cannot find an appropriate problem type for the nature of problem being reported, you can create a new problem type simultaneously in another browser tab. Just follow the instructions in Define Problem Types and come back to the asset inspector.

STEP 4 Provide more information about the problem such as description and supporting photos. Such details will be extracted and copied over to the new resolution job automatically created to keep you a step ahead in resolving the problem. 

NOTE: By default, a new resolution job is created instantly upon reporting a problem. However, if the configurations in your current edition also provide you with a Create Resolution Job button, you can enable or disable the creation of resolution job, overriding the default behaviour.

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

The resolution job in the Jobs workspace is created with ID PRB-0000xxx and contains the customer and asset information derived from the problem report. Based on the definition of the selected Problem Type, a list of tasks will also automatically appear on the resolution job. So all you have to do next is schedule an appointment and assign it to your workforce to resolve the problem.

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

Switching views between asset/site and resolution job

You may often need to cross-check the details on the problem asset/site and the 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 are allowed to close the problem only if:

  • There is no resolution job created for the reported problem.
  • The resolution job is in its Completed status. In this case, the problem indicator on the asset/site inspector will automatically disappear, but it will still continue to appear on the resolution job. To remove the problem indicator on the resolution job, change the job status to Closed.

Go back to Manage Assets and Sites.

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