eAM Service -EDU36D4Y.doc

8/10/2019 eAM Service -EDU36D4Y.doc

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eAM ServiceOverview

Copyright Oracle, 2007. All rights reserved.

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eAM Service

System References

Enterprise Asset Management > Oracle Service > Service Request Type

Enterprise Asset Management > Master Item

Maintenance Super User > Work Order

Distribution

Oracle Enterprise Asset Management

o! Title "

Ownership

T#e o! Title $list%&our'ompany(com)Su!*ect+ ,-./0123.(doc 4 is responsi!le 5or ensuring t#att#is document is necessary and t#at it re5lects actual practice(


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eAM Service

Instructor Note6or t#is module7 add t#e Service responsi!ility to M68 user( 6rom 9it#in 6orms:3( S9itc# Responsi!ility > System Administrator ,( Users0( Add t#e Service responsi!ility(




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O()ectives




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Age*da




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Oracle Service +*tegratio* Overvie

Oracle Service Integration OverviewService Request 5unctionality provides organi;ations t#at utili;e call centers t#e tools necessaryto capture and track maintenance Service Requests( &ou can create Service and Work Requestson !ot# eAM capital assets and re!uilda!le inventory and !ot# request types cansimultaneously e


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Setti*g p eAM Service

Setting #p eAM ServiceUse Service Requests to report and request maintenance service 5or unplanned maintenancedemand on internal assets and re!uilda!le items( Service Requests classi5ied as typeMaintenance are used to identi5y requests 5or eAM maintenance( 6or e


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A planner creates a Work Order and t#en releases it to e


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Creati*g Mai*te*a*ce Service 'e/ est ypes

%reating Maintenance Service Re&uest 'ypesWit#in Oracle Service7 create at least one Maintenance Service Request Type( &ou can de5inemultiple Service Request Types7 i5 necessary(To create a Maintenance service request type:

3( Cavigate to t#e Service Request Type 9indo9(,( Enter t#e name o5 t#e Service Request Type(0( Select 'ustomer Support7 5rom t#e Dusiness rocess list o5 values(-( Select e55ective dates 5or t#is request type(/( Select t#e Asset Maintenance c#eck !o< to indicate t#at t#is Service Request Type is o5

type Maintenance Fvie9a!le in eAMG( Maintenance Type Service Requests are vie9a!lein eAM(H( Save your 9ork(

(Help Maintenance Applications ! Oracle "nterprise Asset Management !"nterprise Asset Management A$ministration ! Setting #p !Service Integration Setup ! %reating Maintenance Service Re&uest 'ypes


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"*a(li*g Service 'e/ ests #or Capital Assets a*d 'e( ilda(le+*ve*tory

"nabling Service Re&uests for %apital Assets an$ Rebuil$able InventoryTo set up Service Request 5unctionality 5or Asset and Re!uilda!le Serial Cum!ers7 ena!leAsset 8roups and Re!uilda!le Items 5or Service Requests7 respectively(To ena!le Service Requests 5or asset groups and re!uilda!le items:

3( Cavigate to t#e Master Item 9indo9(,( Select an Asset 8roup or Re!uilda!le Item(0( Select t#e Service ta!(-( Select Ena!led 5rom t#e Service Request list o5 values(

/( Save your 9ork((Help Maintenance Applications ! Oracle "nterprise Asset Management !"nterprise Asset Management A$ministration ! Setting #p !Service Integration Setup ! "nabling Service Re&uests for Assets an$Rebuil$ables


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Age*da




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Creati*g Service 'e/ ests

%reating Service Re&uests'all center operators can create a Service Request 9it#in t#e Service Request 9indo9( 'allcenter operators can also vie9 t#e details o5 associated maintenance Work Orders7 9it#in t#eWork Orders ta!( T#ey can relay t#is in5ormation to t#e customer7 as needed(To create a service request:

3( Cavigate to t#e Service Request 9indo9 FService responsi!ilityG(,( 6rom t#e 6older menu7 select Open( Select t#e 6older t#at displays Enterprise Asset

Management FeAMG speci5ic 5ields(0( Select a 'ontact Type( Jalid values are 'ustomer and Employee(

-( Select a 'ustomer Type(/( Select an eAM ena!led Inventory Organi;ation(H( Select a maintenance request Type(2( Select an Open Status(1( Select t#e request Severity(.( Wit#in t#e Work!enc# ta!7 enter t#e ro!lem Summary(3K( In t#e Cotes region7 select a note Type(




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33( Enter t#e escription o5 t#e note type(3,( Save your 9ork(

(Help Maintenance Applications ! Oracle "nterprise Asset Management !"nterprise Asset Management #ser ! Oracle Service Integration !%reating Service Re&uests




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"*a(li*g eAM Speci#ic 1ields

"nabling eAM Specific )iel$sT#e Service Request 9indo9 ena!les a customer support agent to vie9 pertinent in5ormation5or an entered Service Request7 suc# as associated Work Orders and t#eir statuses( It isnecessary to #ave t#is important in5ormation visi!le at all times7 9it#in t#e Service Request9indo9( &ou can customi;e 9#ic# 5ields and records appear(Utili;e Oracle@s 5olders 5unctionality to ensure t#at key eAM speci5ic 5ields are visi!le 5ormaintenance Service Requests( Dy de5ault7 eAM speci5ic 5ields are #idden( T#is 5olders 5eature

provides you a user de5ined display o5 retrieved in5ormation7 suc# as:L 'olumns displayedL Widt# o5 columns displayedL Sequence o5 columnsL rompts associated 9it# columnsL Sequence o5 records

&ou can prevent users 5rom creating or modi5ying 5olders 9it# pro5ile option7 6 ENJIEW:A OW 'USTOMIPATIOC(To display eAM speci5ic 5ields in t#e Service Request 9indo9:




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3( Cavigate to t#e Service Request 9indo9(,( 6rom t#e 6older menu7 select an e


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Age*da




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Service 'e/ ests a*d eAM or Orders

Service Re&uests an$ eAM +or, Or$ersUsing t#e Maintenance Super User responsi!ility7 you can create Work Orders 5rom ServiceRequests7 or associate a Service Request 9it# an e


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L Select a Status(L Select an Asset Cum!er to searc# 5or related Service Requests and Work Orders(-( '#oose 8o(/( To create a Work Order associated 9it# t#e current Service Request7 c#oose t#e 'reate

Work Order icon(H( Enter t#e required Work Order in5ormation(2( '#oose Apply(1( To assign an e


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Select Include c#ildren 5rom #ierarc#y( I5 Asset Cum!er is populated and &es isselected7 t#en Service Requests 5or t#e Asset Cum!er and all o5 its c#ildren appear(I5 Asset Cum!er is not populated and &es is selected7 all Service Requests in t#esystem appear( I5 Asset Cum!er is not populated7 &es is selected7 and additionalcriteria are entered7 t#is additional criteria is ignored all Service Requests in t#esystem appear(

/( '#oose 8o((Help Maintenance Applications ! Oracle "nterprise Asset Management !"nterprise Asset Management #ser ! Oracle Service Integration !Service Re&uests an$ eAM +or, Or$ers




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S $$ary


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eAM Service -EDU36D4Y.doc