Trades Management for Facility Managers + Smart Default FM Assignment

Modified on Thu, 16 Jul at 10:01 AM

Introduction

This article outlines the functionality in Tango Maintenance to improve the management of service request assignments based on a user's association to trades and locations. Trade Management was also expanded upon within the Internal Maintenance functionality for Maintenance Leads and Maintenance Technicians (See Setup article here)

Trade Management is an optional configuration, and if enabled, uses supporting data in Tango Maintenance to default the Facility Manager (on the Service Request) based on the combination of location and trade values.

The setup/support of this data can be done by users in the existing Facilities Admin role.

Below is a screen shot reflecting the new "Facility Manager" record where trade and location data could be populated for each user:

Enabling Trade Management

Enabling the Trade Management/Smart FM Assignment process requires 3 things:

Create Trade records for each Trade being managed
Create Facility Manager records for each FM user that will be routed work (associating Trades and Locations).
1. Note: If the User/Role Integration is enabled between Tango Core and Edge, the system will automatically create the Trade record for the Facility Manager, Maintenance Lead and Maintenance Technician users. (more details on this here).
2. The Facilities Administrator will need to assign the appropriate Trades, etc for each user.
3. Location associations should be automatically created by the Location Contacts from Core, or can be updated on each Location directly or on the FM Trade record.
Update the applicable Location records to enable the “Smart Default FM Assignment” functionality

Creation of New "Trade" Record

Trade record should be added for each trade (Level 4 of the Problem Code Matrix) that will be utilized with the new assignment functionality.

Trade Name is a lookup to the Trade values, only one record per Trade Name. See the example below:

Note: The list of Trades comes from the Lookup values in Core. If for some reason you can't see anything in the dropdown here, please confirm your access in Core.

Creation of New "Facility Manager" Record

When enabling Trade Management, new "Facility Manager" records will be exist for each Facility Manager user. As mentioned above, this record is created automatically if the User/Role integration between Core and Edge is in use (relate article: Core and Edge User/Role/Contact Integrations for Maintenance Explained)

User Lookup: Query all Active Users with Facility Manager Role. Only 1 Facility Manager record can be added per User
Do Not Assign Work: This User will not be Auto Assigned Service Requests (hides Delegate Work when checked)
Trades: Associate Trade(s) to this User
Locations: Associate Locations to this User
- Note: Finding or Deleting Locations here will also update the User in the reports on the Location record

Facility Manager Delegation

Delegate Work allows the service request assignment logic to re-assign the service request to a different facility manager.

Checking Delegate Work hides Do Not Assign Work (they cannot be used together).
Optionally set Start and/or End Dates to delegate work within a specified time period.
- Note: When dates are input, the Delegate Work checkbox will automatically be unchecked, and related fields are hidden when the Delegate End Date is passed.
Delegate FM Lookup allows you to choose from any active user with the Facility Manager role.

Location Record Setup

Location records have a field: Smart Default FM Assignment that enables the new trade-centric facility manager assignment on service requests.

Note: By default, this is unchecked on all existing locations.

FM/CC/DCC Service Request Screen Update

Related to this functionality, Location must be selected before other data is populated on the Service Request. For example, the “Matrix” fields and Facility Manager are Read Only until the location is selected. This behavior is consistent for Facility Managers/Maintenance Leads/Maintenance Technicians, Call Center and Distributed Call Center Service Request screens.

Smart Default FM Assignment Process - Requestor Role

If Smart Default FM Assignment is checked, when a service request is submitted by a requestor (if Smart Default FM Assignment is not checked, map Default FM from the location/legacy behavior):
- Find the facility manager records associated with the Trade and Location combination for the Request.
  - If exactly one record is found, assign the service request to that facility manager user.
  - If more than one record is found, assign the service request to the facility manager user assigned to the most recent work order for the Trade/Location combination.
  - If there are no users found assigned to recent work orders the logic will continue.
  - Note: If the chosen Facility Manager record is set to Do Not Assign Work, or if the User is no longer Registered, they will not be assigned (logic will proceed to next check). If the facility manager record is set to Delegate Work then assign it to the Delegate FM Lookup.
- If no facility manager is assigned from the previous step, Find the facility manager user who is assigned to the most recent work order for the Trade/Location combination and assign it to that user.
- If no facility manager is assigned from previous step, then map the default facility manager from the location.
- If no facility manager is assigned from the previous step, assign to the facility manager with the most recent work order on that location, regardless of Trade.
- Finally, if no facility managers are found with the above logic then the service request will not be auto-assigned and the facility management team will need to populate the facility manager lookup manually before selecting vendors and dispatching the service request.

Smart Default FM Assignment Process - Facility Manager, Call Center/Distributed Call Center Roles

When Location is selected, if Smart Default FM Assignment is not checked, map Default FM From the location/legacy behavior, otherwise perform this logic when the Matrix fields are filled in (when the Trade field is auto-populated)
- Find the Facility Manager records associated with the Trade and Location combination for the Request.
  - If exactly one record is found, assign the service request to that facility manager user.
  - If more than one record is found, assign the service request to the facility manager user assigned to the most recent work order for the Trade/Location combination.
  - If there are no users found assigned to recent work orders the logic will continue.
  - Note: If the chosen Facility Manager record is set to Do Not Assign Work, or if the user is no longer Registered, they will not be assigned (logic will proceed to next check). If the facility manager record is set to Delegate Work then assign it to the Delegate FM Lookup.
- If no facility manager is assigned from the previous step, find the facility manager user who is assigned to the most recent work order for the Trade/Location combination and assign it to that user.
- If no facility manager is assigned from the previous step, then map the default facility manager from the Location.
- If no facility manager is assigned from the previous step, assign to the facility manager with the most recent work order on that location, regardless of Trade.
- Finally, if no facility managers are found with the above logic then the service request will not be auto-assigned and the user will need to populate the facility manager lookup manually (it is a required field) before moving continuing with the service request.

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