Work Requests - Maintenance

This document explains what work requests are and how they can be used for equipment maintenance.

The document contains two main sections. One explains how work requests are created. The other explains the different elements of a work request.


The work requests are created with the correct status and are replanned with operations, spares and workers. Work is planned in such a way that shop floor bottlenecks are avoided and all material is in place when work is supposed to start.

When work requests are released, they become work orders and it is possible to start working on the maintenance object.

Before You Start

A service must be defined in 'Service. Open' (MOS300).


Work requests offer an opportunity to forecast tool and labor requirements for upcoming maintenance work. It is also possible to modify or add operations, tools and spare parts.


A work request forms an interim stage between a service and a work order. The request is created when work of some kind needs to be performed or is thought to be needed. One example is when equipment or positions are linked to a service that is defined with specific service intervals. In this case a request is created for the object whenever the reported meter values on the service meters exceed the service limits that are specified for the service.

Another example would be when a defect is suspected on an object. In this case, a work request can be created by the person identifying the problem and then modified by the maintenance planner.


Planned work orders may be created in a number of ways. The most important ways are listed below


  1. Service

    A work request or a planned work order is always based on a service. The service contains information about the work that is to be performed, such as where it is to be performed. It also contains information about the normal material and time consumption. A service is normally linked to a specific machine, group of machines or position. It is, however, also possible to create a blank service. This is the normal case for general work such as checks when a defect is suspected.

    Services are defined in 'Service. Open' (MOS300).

  2. Work Request

    Work requests can be raised from a number of programs depending on the situation (see the description about how to generate work requests above). However, a work request is always based on the need to maintain or check something. The work request is connected to a service.

    The work request is a stage before the work order becomes active. Once the request has been raised it is displayed in 'Work Request. Open' (MOS170). At this stage it is possible make a variety of changes to the work request. For example, it is possible to:

    • Check component and tool availability
    • Check the capacity you have to perform the work
    • Check any related services
    • Allocate employees
    • Estimate the job content
    • Group work requests according to different criteria and release them to regular work orders.
  3. Tools

    The work request offers you the possibility to connect specific tools to the operations that are defined in the service or that are manually added. This is convenient when, for example, an operation requires a tool that is not always available at a location. Tools are added in 'Work Request Operation. Open Op Element' (MOS172).

  4. Spares

    All spare parts that are connected to the service product structure are displayed in 'Work Request. Open Line' (MOS171). It is also possible to add extra spare parts in (MOS171).

  5. Operations

    All operations that are connected to the service product structure are displayed in 'Work Request. Open Line' (MOS171), where it is also possible to manually add new operations.

  6. Planning Policy

    The planning policy contains a set of rules that determine how work requests are generated and how action messages and warning messages are to be applied. The planning policy determines the initial status of planned work orders and work orders. The purpose of this is to allow more manual decisions before work requests are allowed to become work orders.

    It is, for example, possible to use a planning policy that defaults status 10 to the work request and status 20 to the work order. This means that the work request must be manually released, but work may start immediately on the work order. It is also possible to auto approve all work requests. This means that they are converted into work orders automatically.

    The planning policy also determines when certain action messages are to be issued. The planning policy is specified per service in 'Service. Open' (MOS300). Planning policies are defined in 'Planning Policy. Open' (MMS037).

  7. Permits/Lockouts

    Permits define the requirements that are necessary to perform the work safely. Permits, or lockouts as they are sometimes called, often define which services such as electricity, water, steam on so on need to be isolated before the work begins. These permits define exactly where the isolation should be carried out and how. Permits are connected to service operations in 'Operation. Connect Operation Elements' (PDS027).

  8. Purchase and Sub-contract Requirements

    Requirements for materials not held on site can be linked to the work request. These requirements can then automatically generate purchase requests when the work request becomes a work order. Likewise, specialist contractor assistance is often required, which can automatically generate purchase requests.

  9. Order Type

    Order types define many attributes that affect the request when it becomes a work order. For example, order type can define what number the work order should be given, whether the work order should be automatically printed, how spare parts should be issued and what information must be reported when the work order is closed.

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