The lifecycle of a work Request (WR) is linked to that of a Work order.

 

List of statuses

• In preparation: the WR is created but not yet submitted to be taken into account, because it has to be completed by the issuer.
• Not yet taken into account: the WR has been issued and has not yet been accepted or rejected. It can also return to this status if the linked work order has been canceled or if the work of the WR has been rejected (case in which "Work acceptance" is checked)
• Awaiting information: The addressee has requested additional information for the WR. It therefore changes from the "Pending" status to the "Awaiting information" status. Comments on the requested additional information may be included in the "comments when taken into account" field. Once information has been provided, the WR may be re-submitted.
• Pending performance: the WR has been accepted by the addressee and the work order linked to the WR is not yet complete or the work has been rejected.
• Completed: The linked work order is closed but the work still has to be accepted (case in which "Work acceptance" is checked on the WR).
• Rejected: the WR has been rejected by the addressee.
• Closed: The work order linked to the WR is closed and, if necessary, the work has been received by the WR issuer.

 

WR workflow

Issuing a WR

A user notices a malfunction or the need for work on an Asset, device, or in a location.

The user issues a Work request, indicating the equipment involved, the possible symptom, and necessarily the addressee; see Issuing a WR.

If the user created the WR with the "In preparation" status, it must be submitted.

→ The WR with a "Pending" status arrives in the addressee's list of WRs to take into account.

 

- Processing a WR - Creating a work order

The WR addressee can then:

• Reject the WR: it changes to the "Rejected" status and the issuer can be informed by email.
• Transfer the WR to another addressee: it continues to have the "Waiting to be taken into account" status and arrives on the list of WRs to be taken into account of the new addressee, who will have been informed by email, if possible.
• Request additional information: it changes to the Awaiting information status and the addressee can also make a comment on the requested additional information in the comment field. The issuer can be notified by email.
• Accept the WR: Accept the WR: The addressee must then link the WR to an existing work order or one specially created. the WR changes to the "Pending performance" status.

See Taking a WR into account.

 

Awaiting information

The person in charge requests additional information on the WR: The WR changes to the Awaiting information status.
The request for additional information may be specified by the person in charge in the "Comments when taken into account" field.
The issuer can change and supplement the WR before re-submitting it. It then changes back to "Waiting to be taken into account."

 

Work order

The appropriate manager validates the create work order.
He/she prepares it by indicating the list of operations and human and material resources needed, then follows up on performance of the work.

The work order takes place.

 

End of the work order

Once the work has been completed,

• If work acceptance is required: the WR is "Completed." The requestor must then check the work. He/she can:
  • Accept the work: the WR changes to the "Closed" status.
  • Reject the work: the WR reverts to the "Waiting to be taken into account status"
    
    
• If work acceptance is not required: the WR is "Closed" directly.

 

Work order cancellation

The manager cancels the work order linked to the WR: the WR reverts to the "Waiting to be taken into account status."