Setting Up Problem Cause Resolution Data and Problem Trees

This chapter presents an overview of problem, cause, and resolution (PCR) setup and tracking and discusses how to:

• Set up PCR date.

• Create a problem tree for use in service requests.

Understanding PCR Setup and Tracking

PCR tracking enables Maintenance Management users to categorize their work order transactions using predefined problem, cause, and resolution codes. These codes are used to record:

• The problem or the nature of the maintenance or repair issue.

• The cause or underlying reason for a specific problem.

• The resolution or solution to the problem as reflected in the work task detail and overall job content of the work order.

You can link PCR codes in a hierarchy going from problem to cause to resolution and organize them under a user-defined problem group that describes the overall nature of the problem, such as mechanical, electrical, or hardware. After you have categorized work order tasks with PCR codes over a period of time, you can subsequently analyze these PCR code combinations to determine if there are repeatable patterns or occurrences. This information enables you to identify equipment prone to failure, as well as problems that occur frequently. Based on the frequency of the problem, you can decide if you want to set up reusable work order job templates, which predefine the resources needed to solve a problem.

The following table displays examples of user-defined problem group setups:

Based on the some of the items in the Problem Group setup above, you can create these work order task and work order job templates:

The implementation of PCR tracking includes:

• Setting up PCR codes.

• Setting up one or more problem groups.

• Optionally associating a resolution code with a work order task and job template to facilitate template lookup.

A problem group consists of three nested scroll levels and is used to establish the logical relationships or links between problems, causes, and resolutions in a series of one-to-many associations. This means that each higher level PCR code can in turn be linked to one or many lower level codes. Specification of a complete chain of problem to cause to resolution codes is optional. If you choose to create a problem group chain:

• You can associate problem codes with a problem group.

• You can specify a lower level code only if you previously entered a corresponding higher level parent code.

  You must enter these values consecutively with no gaps in between them. For example, a cause code must always have a parent problem code, and a resolution code must have a parent cause code.

• You can optionally link a problem code that you specified for a problem group to one or more individual cause codes.

• You can optionally link each cause code that you specified for a problem group to one or more individual resolution codes.

• You can link a problem group definition with one or more asset classification combinations.

  If a problem group definition is not linked to at least one asset classification combination, it is considered a standalone definition. This occurs when you create a work order or a work order task that does not reference an asset as the object of the work being performed. For example, you can create preventive maintenance work orders based on a location, such as a shop, where the work order task is to take the inventory of a shop on a monthly basis. The problem group might be identified as Other to include miscellaneous problems.

Note. Problem trees are not required for Maintenance Management unless your organization uses service requests.

PCR Tracking for Work Orders

Users can enter problem, cause, and resolution codes in a work order up to the point that the work order is closed, enabling them to track and analyze similar problems. For example, a planner or clerk might enter a problem group and problem when the work order is created. Later a technician may add the cause and recommend a resolution in the technician's workbench. Users may also use this functionality to search for an appropriate work order task template to resolve a particular maintenance or repair problem. They may optionally link problem group definitions with various asset classification combinations in order to facilitate their reuse or assignment when entering work orders.

Users may associate work order task template and job template definitions with a specific resolution code to streamline the search for templates that are applicable to a particular problem, cause, and resolution chain. When you want to select either a work order task or work order job template to associate with a work order or work order task, you can search for the template based on the problem group and problem, cause, and resolution codes associated with a template. This work order entry lookup capability is only possible if the resolution code referenced on a particular template definition is linked under a problem group definition as part of a complete problem, cause, and resolution chain.

You can select a problem group, and problem, cause, and resolution codes for work order tasks. It is not necessary to select all four values. However, the system does not permit gaps in the chain of codes. Prompt tables for the various codes ensure that specification of a lower-level code in the chain, such as resolution, is only possible if users enter all higher-level codes (problem group, problem, and cause).

Setting Up PCR Data

To set up PCR data use the:

• Define Problem (WM_PROBLEM_DEFN) component.

• Define Cause (WM_CAUSE_DEFN) component.

• Define Resolution (WM_RESOLUTION_DEFN) component.

• Define Problem Group (WM_PCR) component.

This section discusses how to:

• Set up a problem code.

• Set up a cause code.

• Set up a resolution code.

• Define a problem group.

• Set up asset classification parameters for a problem group.

Pages Used To Set Up PCR Data

Setting Up a Problem Code

Access the Define Problem page.

Problem Code	Set up each problem code by setID so that you can apply them to all work orders and service requests. These codes should be understandable to users.
Status	Select either Active or Inactive. You can change this field from one value to the other at any time. Note. If you change the status of this code to Inactive, the code's branch, including any underlying codes, is disabled in the Problem Group hierarchy. At that point, the you can either delete the obsolete branch, or retain it in case you change the status of the code back to Active.
Description	Enter a description that is clear and meaningful to users.

Setting Up a Cause Code

Access the Define Cause page.

Cause Code	Set up each cause code by setID so that you can apply them to all work orders and service requests. Make sure the code is understandable to users.
Status	Select either Active or Inactive. You can change this field from one value to the other at any time. Note. If you change the status of this code to Inactive, the code's branch, including any underlying codes, are disabled in the Problem Group hierarchy. At that point, you can either delete the obsolete branch, or retain it in case you change the status of the code back to Active.
Description	Enter a description that is clear and meaningful to users.

Setting Up a Resolution Code

Access the Define Resolution page.

Resolution Code	Set up each resolution code by setID so that you can apply them to all work orders and service requests. Make sure the code is understandable to users.
Status	Select either Active or Inactive. You can change this field from one value to the other at any time. Note. If you change the status of this code to Inactive, the code's branch, including any underlying codes, are disabled in the Problem Group hierarchy. At that point, you can either delete the obsolete branch, or retain it in case you change the status of the code back to Active.
Description	Enter a description that is clear and meaningful to users.

Defining a Problem Group

Access the Define Problem Group page.

Problem Group	Enter a value for a Problem Group in the Add a New Value page. Make sure that it is understandable to the user.
Status	Select this problem group status as Active or Inactive.
Description	Enter a description that is very clear to users.

Problems

Set Up Asset Classification Parameters for a Problem Group

Access the Asset Classification page.

Asset Type	Select an asset type from the drop-down list.
Subtype	Select a subtype based on the selected asset type. Asset subtypes are set up in Asset Management. See Defining Asset Attributes.
Manufacturer and Model	Select a manufacturer and select a model. Note. You can select manufacturers that are not associated with an asset. Manufacturers are set up in the Procurement, Purchasing set up options. You can link models to these manufacturers using the Manufacturer Model Relation in the same location.
Status	Select either Active or Inactive to control the status of the Problem Group, not just the asset classification.

Creating a Problem Tree for Use in Service Requests

To set up a problem tree, use the Problem Tree (WM_PROBLEM_TREE) component.

This section discusses how to create a problem tree.

Understanding Problem Tree Setup for Use in Service Requests

Service requests enable non–maintenance users to request service for an organization's assets without having to know how to enter work orders and to whom they should submit the service request. Of key importance is the user's ability to identify the problem. The service request guides the user, by means of a single page or a wizard through selecting the options that are necessary to complete the request. The user's selections lead to a specific problem identification. The specific problem is then linked to key work order definition parameters. The problem tree defines a hierarchy which organizes the problem group, asset search fields, location fields, roles, and work order default fields. For example, if the selected problem group is Mechanical at a top-level node, it applies to all lower-level nodes until the system encounters a new problem group at a lower level. If the requester selects a specific problem and the bottom-level problem group value is Electrical, the system overrides the Mechanical problem group with this new value. The system performs an edit to ensure that most of the default fields were entered at some level in the tree. If you enter a bottom level node and no default field was specified at the current level or any level above it, an error displays. This ensures that when you create a service request, values appear in all of the required fields.

Note. You can have as many levels as you want in a problem tree; however, we recommend 3 to 5 levels.

Problems are organized in a tree-like structure in order to prompt you for each problem category from general to specific. You do not see a tree graphic, but instead are prompted to make a series of decisions, each one representing a level in the tree in the Problem Tree page. The system stores the problem category tree structure in a single table with each problem or category pointing to its parent category.

You link problem groups to asset classifications directly in the Define Problem Group component. The Problem Tree component and work order-related components use this linkage. For example, if, while adding a problem category in the problem tree, you enter a problem group, then you can only enter asset classification fields in the Problem Tree page that are associated with the problem group. If you leave the problem group blank, you can enter any asset classifications. Furthermore, the system copies the problem group to a work order created from a service request, but the system does not copy the asset classification fields. Asset classification fields in the problem tree only drive the asset search when a user creates a service request.

See Understanding Service Request Creation and Use.

Pages Used to Set Up a Problem Tree

Creating a Problem Tree

Access the Problem Tree page.

Status	Select a status of either Active or Inactive for this node and node level.
Parent Node	Displays the name of the parent node, if applicable. Note. Normally you add child categories by selecting the Add Child Node button, which is only available from a parent node. Selecting the Add Child Node button copies the node value into the parent node of the new child record. This creates the link for you. However, you can change the parent node value of an existing record which effectively moves the child and all of the child's children to the new parent.
Node Level	Defines the level in the tree in which the problem category resides. Top Middle Bottom Top level categories display in the first Request Type page of the Service Request Wizard component and in the first Request Type field in the Request Detail group box of the single page Service Request page. Middle-level categories display in the subsequent Request Type pages of the wizard and in the subsequent Request Type field of the single page Service Request page. Bottom-level categories display in the last Request Type page of the wizard and in the last Request Type field of the single page Service Request page. You cannot change the node level for a middle node unless you delete all of its children first. You cannot change the node level for a top node level. Note. You can have as many levels as you want in a problem tree; however, we recommend 3 to 5 levels.
Show in Self-Service Component	Select this check box to display the problem category in the Service Request Wizard and the single Service Request page.
Publish Data	Select this check box when you want to publish this problem tree branch as a message using Integration Broker to third-party help desk products. Note. This check box should only be available for selection for a top-level node. See Enterprise PeopleTools 8.46 PeopleBook: Intregration Broker

Problem and Related Assets

The values that you set up in this group box determine which fields appear in the service request's Request Detail group box.

Service Center Information - Roles

Access the Roles tab.

Service Center Information - Work Order Defaults

Access the Work Order Defaults tab.

Next Problem Level

Displays the problem categories that are one node level down from the current problem category. This grid appears if the Node Level is Top or Middle.

Note. This grid does not appear if the Node Level value is Bottom.