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Automated creation of Service Requests for scheduled maintenance activities
#1
Hi folks,

Is there a way to set up auto-creation of service requests for tasks that require periodic, recurring maintenance?  For example: emergency phones in elevators need to be tested quarterly; servers need to be restarted monthly; datacenter UPS's need to be checked weekly, etc...   It would be very helpful if EZV could be set up to generate these tickets automatically based on a schedule/calendar that is preset.
netopsguy, proud to be a member of EV CONNECT FORUM since Aug 2016.

#2
There is a way to do this. I've done this for some other customers. We created an asset or CI and added the a field from the available fields listing called Next_Maintenance_Date. We set a value on that field. Then we created a Scheduled Alert to read that field and set a trigger field. The Alert simply looked at the next maintenance date value and compare it to something like this week, or this month, or today, even. Basically, what you're looking for is a time frame when you'd want the trigger to be set.

Using the trigger from the Scheduled Alert, create a Business Rule that reads that trigger field and the corresponding value you set in the Alert. The Business Rule uses Web Services to launch a ticket. The type of ticket depends on the catalog type used. If you don't have a catalog item already, create one and set a Code on it. Use the code in the Web Service step to make sure the correct catalog is selected every time.

Once the ticket is created, the workflow for the catalog item will take over. Assignments, processing, etc. all are handled in the workflow. One additional item in that workflow will be to automatically update the Next Scheduled Maintenance date field to some value in the future. Since your talking about quarterly testing the next maintenance date value gets set to 90 days from the date the ticket is closed. Alternatively, you can set the next maintenance date at the start of the ticket, rather than the end.

The end result is a recurring maintenance ticket process that creates tickets based on your maintenance dates and automatically resets the value to the next date in the future. It creates an accountable process for important items to track, such as, equipment maintenance.
EasyVista Senior Customer Success Manager

#3
Brian, thanks very much for the quick and detailed response. You're always very helpful -- I appreciate it!!
netopsguy, proud to be a member of EV CONNECT FORUM since Aug 2016.

#4
I also used scheduled alert, then at the end of the alert wizard (in many cases) you can set a topic to be created (https://wiki.easyvista.com/xwiki/bin/vie...ert#HAlert)
This is great if you don't want to create CI's or trigger fields.

I set the alert to run daily, and the condition is
datepart(day,getdate())=10
That way, the ticket gets created on the 10th of the month every time.

you could also expand this to
datepart(day,getdate())=10
and datepart(month,getdate()) in (2,4,6,8,10,12)
to run every other month etc.
brosenber, proud to be a member of EV CONNECT FORUM since Oct 2015.






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