The AEK Service Request System provides on-line service order information. It provides for entering key information about requests and complaints both internal and external to the organization. A computer generated service order allows tracking by anyone from anywhere on the system.
When work is assigned, this system provides for entering the person or unit assigned, assigned by, action required and schedule date. Also provided are entering date and description of action taken as work is completed. Service order information is retained on-line for all current year and previous year activity.
For scheduling and follow-up purposes, priority, status, and location codes are assigned. Descriptive information can be maintained. Service orders can be rescheduled while retaining the original and new date. The original date notification was sent acknowledging the problem and the date notification was sent regarding completion of the service order also are recorded.
Standardized letters are generated to be used as notification of status, completion of service and more. Service orders are accessed on-line by user-defined fields, such as service order number, name or address.
Repetitive service orders are automatically created based on user-defined parameters. A screen is provided for the assignor to enter or update an assignment with the assignee’s department number, code, project title, project description, priority and due date.
One project can be assigned to multiple departments and to multiple people in a department. The workload of an assignee can be looked at by time frames.
On-line inquiry screens are available to view: By assignment number, by sub-assignments; by department; by code; by due date; and by project.
Reports include: Notification of receipt, status and completion of service orders and assignments; Service order assignment register and tickler file; Open and/or closed service orders and assignments; purged service orders and assignments; any defined period information for current and previous year for comparative purposes; closed service order and assignments; service order type showing number of service orders by time period.
Standard interfaces include AEK Payroll and AEK Security and Control for staff information. The system optionally may be interfaced with AEK Maintenance Management for transfer of Service Requests into Work Orders.