The On Demand Work application is a Web-based, CMM application that automates on demand maintenance applications and processes for an organization. It manages maintenance work requests, approvals and dispatching, estimating and scheduling work, creating and issuing work orders, and closing work orders.
As with the Service Desk application, the On Demand Work application uses maintenance service level agreement (SLA) to automate the routing and handling of the service requests.
Complex workflows can be generated, based on the service level agreements for maintenance service requests. See the On Demand Work Workflow Scheme.
Note: As another working method, your site may wish to consider implementing the ARCHIBUS Maintenance mobile app. With this app, craftspersons and maintenance personnel in the field can access the ARCHIBUS maintenance system from their smart phones and mobile devices, which may be more convenient than bringing a laptop connected to the network to each job site. For information, see Maintenance Mobile App.
Note: Web Central's On Demand and Preventive Maintenance applications both use work requests and work orders as the tool to address a facility's maintenance issues. These applications differ in how users originate work requests and work orders; however, once work orders are generated, these applications share many of the same tasks for managing work orders, and share the same set of help topics. You can manage both PM and On Demand work orders from the On Demand Work application.
Note: On Demand Work allows service desk managers to configure service requests classified as “maintenance”, and requestors are limited to entering only maintenance requests. Although On Demand Work originates from service requests and contains a more complex workflow, the flexibility of Service Desk allows it to manage a wider array of services. For more information, see Comparing Service Desk and On Demand Work.
Note: The On Demand work application includes work requests and work orders (both on demand and preventive maintenance) that were generated in the Windows client/server environment. For workflow processing, the system automatically assigns these items a service level agreement so that they can be managed from the Web. The default SLA does not provide rules on service windows, service providers, or other information that would alter or restrict a work request entered in the Windows client/server system.
Note: The integration of client/server-generated work requests into the SLA process does not occur until the work requests are in the "Approved" status.
Users can log into Web Central to access various tasks appropriate to their role, such as submitting a request for On Demand Work, approving a request, and editing or examining a request status. On Demand service requests can also be dispatched, reviewed, and assigned to a work request.
Note: Unlike ARCHIBUS Service Desk, the ARCHIBUS On Demand Work application does not have a Vendor role. It does not manage vendors – only work teams and craftspersons.
Note: Depending on the type of service request, the resulting work request will be automatically or manually assigned to a work order. Some sites prefer to directly access work requests without first viewing the parent work order. This makes it easier to issue, complete, and close a set of work requests at one time.
To accommodate sites that do not wish to reference work orders, the Craftsperson and Supervisor roles have corresponding roles -- "Supervisor (Work Requests)" and "Craftsperson (Work Requests)" -- whose tasks hide the Work Order information so that users can directly access work requests. If your site prefers to directly access work requests, your Business Process Owner can activate the "Supervisor (Work Requests)" role and "Craftsperson (Work Requests)" role, instead of the corresponding Supervisor role and Craftsperson role.
The roles and tasks for On Demand Work are:
Managing Building Operations-Specific Background Data
Verifying that a Request was Completed
Recording your Satisfaction with a Request
Note: Entering a request for On Demand Work can be done from the On Demand Work application or from the Service Desk application, in which case you choose a request type that is a maintenance type.
Scheduling Business Manager Substitutes
Reviewing Service Requests and Assigning to Work Requests
Estimating Labor, Parts and Tool Requirements
Scheduling Craftspersons and Tools
Approving and Rejecting Work Requests
Assigning Work Requests to a Work Order
Managing Work Order and Work Requests
Updating Work Requests and Work Orders with Details about the Job
Closing Out (Archiving) a Work Order
Reviewing Work Team Performance Report
Updating Work Requests and Work Orders with Details about the Job
Determine Ordering Sequence of SLAs
Scheduling Business Manager Substitutes
Maintaining Equipment Inventory
Maintaining an Equipment Parts Inventory
Understanding Service Desk Steps