Work settings

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Priorities and service levels

A priority is a rung on a ladder, which is why they are edited together rather than as separate records. Each priority carries: Response and resolution are the service level. The clock runs against the site’s working week — so “four hours” on a site that works one shift means four working hours, not four wall-clock hours. The clock pauses in on-hold states and stops at Completed. See the lifecycle.

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Work order types

What kind of job this is. The defaults: Each type carries a planned flag. That flag — not a list of type codes — is what the planned against unplanned chart on the Executive dashboard counts, so adding your own type gets counted correctly without a change anywhere else.

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Work order categories

A second axis of classification, independent of type: mechanical, electrical, instrumentation, civil, safety. Useful for reporting and for routing to the right trade.

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Resolution codes

What was actually done, chosen when a job is closed: replaced, repaired, adjusted, cleaned, no fault found. Resolution codes are worth taking seriously. No fault found appearing repeatedly on one machine is a real signal, and only exists as a signal if people record it.

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Request sources

Where a work request came from — walk-up, telephone, email, the operator on the line, a control system. Configure the list so you can tell later which channel a fault arrived through.

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Request categories

The same idea as work order categories, applied to requests at intake.

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Adding to any of these lists

Each section has its own New. Entries can be deactivated rather than deleted, which keeps historical records readable — a job closed against a resolution code you no longer offer still shows what it was closed as.