Processing an action request - HxGN EAM - 12.0.1 - Help - Hexagon

HxGN EAM Help

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English
Product
HxGN EAM
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Help
HxGN EAM Version
12.0.1
  1. Select Operations > Call Center > Call Center.

  2. Click New Record.

  3. Choose one of the following options:

    Option

    Description

    Work Address

    Specify the address or intersection where work is requested.

    Landmark

    Specify a popular landmark to retrieve an address if the exact work address is not known.

    If you copied Address 1 or Address 2 from Customer Information, the address is inserted in Work Address.

    Click Additional Information to view additional information based on the Work Address.

  4. Specify this information:

    Equipment - Specify the equipment on which to perform work. Equipment Org. and Equipment Description are automatically populated.

    Click View Customer Equipment to view and select from equipment associated with this customer.

    Click Additional Equipment to view and select from all equipment associated with this customer. Multiple Equipment is automatically populated if more than 1equipment is selected.

    Service Problem Code - Specify the service problem code. Service Problem Code can be automatically populated for the work order based on the selected knowledge base article.

    Temporary Fix Promise Date - Specify the date by which the work will be fixed temporarily.

    WO Class - Specify the class of the work order.

    Equipment Usability - Specify the code identifying the equipment's usability.

    Equipment Usability is used in penalty reports when penalty amounts depend upon equipment usability.

    Permanent Fix Promise Date - Specify the date by which the work will be fixed permanently.

  5. Click Perform Map Search.

  6. Perform a GIS map search.

  7. Choose one of the following options:

    Option

    Description

    Return Equipment

    Click to return equipment to the action request.

    Return Work Order

    Click to return a work order to the action request. The customer request is associated with this existing work order.

    Close

    Click to close the GIS Map Search page.

    Associate Map

    Click to attach the map to the customer request as a .PDF file.

    Update Work Address

    Click to update the work address on the Call Center form with the selected equipment. This is used when the equipment is a physical address.

    If you attach the map to the customer request, click the Documents tab to view it. If your system does not have the GIS module, select Equipment from the list of values.

  8. Specify linear reference information. Linear Reference Details are displayed only if the equipment record for which to create the work order is a linear equipment record.

  9. Click Create WO.

  10. Choose one of the following options:

    Option

    Description

    Link work order to customer request

    Select the Work Order, and then click Link to Request. Work Order, WO Class, Work Order Org., and WO Priority are automatically populated, and the Duplicate check box is selected.

    Generate a new work order

    Click Create New WO. The new work order is created and Work Order is automatically populated.

  11. Click Save Record.