Preventive maintenance raised ahead of the due date
Plans on a contract raise maintenance tickets by themselves, a set number of days before each due date. A plan covers a type of equipment or listed units, every so many days, weeks or months. You choose one ticket per unit or one per site, and the plans stop at the contract's end.
PLANSFrom Growth
The problem it solves
- The quarterly AC service promised in the AMC is done only when the customer reminds you.
- A supervisor keeps the PPM calendar in a spreadsheet, and it goes with them when they leave.
- Twenty units at one site become twenty separate visits when one would do.
- After the renewal, the schedule is not carried over and the next service is missed.
How it works
- Open the contract and, in the Preventive Maintenance tab, add a plan with a name, such as Quarterly AC service. Choose the Issue Type its tickets get.
- Choose the Equipment Type, or list the Equipment. Empty means every unit the contract covers.
- Tick One Ticket per Equipment, or leave it off for one ticket per site that lists the units.
- Set Every (a number) and Days, Weeks or Months, the Next Due date, Create Tickets (days before) and the Instructions for the technician.
- Every day the system raises the tickets that fall due within the lead days and moves Next Due on by the interval. Create Due Tickets Now on the contract does it at once.
- The tickets reach the team like any other, with the due date in Maintenance Due, the contract filled in and the instructions in the description.
Everything it does
A plan
- Name, Issue Type, Equipment Type or listed Equipment, One Ticket per Equipment (on to start with)
- Every 3 Months to start with; Days, Weeks or Months
- Next Due (required) and Last Due
- Create Tickets (days before): 7 to start with
- Instructions: written into each ticket
- A plan can be archived to stop it
Which units
- Listed Equipment: only those units (active ones)
- Otherwise: every unit of the customer on the contract's covered sites and in its covered equipment, of the plan's Equipment Type if set
- If no unit fits, one ticket is raised per site the contract names
The tickets
- Title: the plan's name and the unit, or the plan's name and the site
- Per site: the description lists the units
- Channel Preventive Maintenance; Maintenance Plan and Maintenance Due on the ticket
- Raised for the customer's first admin, or the organisation when it has none
- No response-time targets: the due date is what counts
- The kind of issue's checklist applies, so a service sheet with readings can be filled in on the visit
Timing
- Daily run; Create Due Tickets Now on the contract for at once
- Each due date that falls within the lead days gets its tickets, so a Next Due set in the past raises the missed dates too
- Only for active contracts, and never past the contract's end date
- On renewal, the plans move into the new term with their next dates
Who uses it
Service ManagerWrites the plans on each contract and checks the next dates.
Team LeadPlans the visits for the maintenance tickets that arrive ahead of their due dates.
TechnicianDoes the service, fills in the checklist and closes the ticket.
Customer adminSees each plan, how often it runs and the next date on the portal's Contracts page.
Where you use it
- Web: the Preventive Maintenance tab of the contract (Helpdesk > Customers > Contracts) and Create Due Tickets Now
- Customer portal: Contracts lists each plan, how often and the next date
- The SmartMy Desk app: maintenance tickets in the technician's Queue like any other (built and in testing, not in the app stores yet)
What you control
Settings
- Every: 3 Months
- Create Tickets: 7 days before
- One Ticket per Equipment: on
Notifications
- Ticket Received: to the customer admin the ticket is raised for, by email
- Ticket Assigned: to the technician when one is given the ticket
Questions
Can it schedule by running hours or meter readings?
No. Plans run on calendar intervals: days, weeks or months.Can 20 units at one site be one visit?
Yes. Leave One Ticket per Equipment off, and the plan raises one ticket per site that lists all the units.Can we see next month's maintenance before the tickets exist?
Each plan shows its Next Due date on the contract and on the portal. There is no separate calendar of future maintenance; tickets appear the set days before.Do maintenance tickets count against our response times?
No. They get no response or resolution targets; the due date on the ticket is what counts.What happens when the contract ends?
No ticket is raised for a date after the end. When the contract is renewed, its plans move into the new term.Related features
CONTRACTS AND MAINTENANCEAMC contracts and what they coverEach annual maintenance contract says which kinds of issue, sites and units it covers. It also says whether labour, parts, call-outs and after-hours work are free or billable. Every ticket is checked against it and marked Covered, Partly Covered or Billable. A team lead can override that with a reason.CUSTOMERS, SITES AND EQUIPMENTEquipment register with QR tags and service historyRegister each customer unit, such as an AC, a DB panel, a UPS or a lift. Keep its tag number, make, model, serial, warranty end, criticality and photo. Its tickets build its service history, its QR tag opens the raise form, and a unit that keeps failing is flagged.WORKING A TICKETChecklists with readings and before and after photosEach kind of issue or type of equipment can carry a checklist: yes or no, numbers, readings with their unit, text and photos. It opens on the visit when the technician checks in, and required questions must be answered before the ticket can be solved.WORKING A TICKETSite visits with check-in and check-outPlan each trip to the site inside the ticket. The customer agrees to the time and is told when the technician is on the way. Check-in and check-out record the time and the phone's position, start and stop the timer, and meet the arrival target.CONTRACTS AND MAINTENANCEContract fees and online renewalsA contract's fee is invoiced by itself each month, quarter, half-year or year until the contract ends. Before it ends, the account manager is reminded and proposes the next term in one click. The customer's admin accepts or declines it on the portal, or signs a renewal quote for the whole term.
See one of your own jobs run through it.
Tell us how a complaint reaches you today and what you bill for. We will show you the same job in SmartMy Desk.