Tango Internal Maintenance Setup

Modified on Wed, 1 Apr at 11:33 AM

Overview

Internal Maintenance in Tango allows clients to route service requests and work orders to their own internal maintenance team instead of external vendors. By assigning Maintenance Leads and Technicians based on trade and location, organizations can manage and complete maintenance work directly within the system while still leveraging the same workflows, SLAs, and tracking used for vendor-based work.

This article focused on the setup aspect of the functionality, for a more in depth read, please see the Internal Maintenance Guide.

Internal Maintenance functionality introduces two new Roles:

Maintenance Lead (ML)
Maintenance Technician (MT)

The Maintenance Lead role is required for clients who want to use the Internal Maintenance functionality. The Maintenance Lead role can be equated with the External Work Order Vendor role for anyone familiar with the legacy Tango maintenance functionality. Maintenance Leads are dispatched “internal maintenance” Work Orders and have full access to complete the Work Orders, or optionally assign Work Orders out to technicians.

The Maintenance Technician role is an optional role, for clients who operate with a team of internal maintenance resources. Maintenance Technicians can be directly assigned to Work Orders automatically or Maintenance Leads can manage the workload and assignment of the Technicians manually with a new Utility record.

Both the Maintenance Lead and Maintenance Technician Roles also have access to create new Service Requests which can be dispatched to External Vendors or assigned internally.

Tango Core Setup

Core Users

Internal Maintenance users (Maintenance Leads and Maintenance Technicians) are Corporate users set up in Tango Core per each client (like how Facility Managers are also set up as Core users).

If you use the Core/Edge user integration, Edge roles can be set up in Core as “MaintenanceLead” and “MaintenanceTechnician”

Supplier Preferences

Supplier Preferences now have a checkbox to specify Internal Maintenance. If preferences are set up as “Internal Maintenance” then new Service Requests can be automatically assigned to a Maintenance Lead instead of to an External Vendor. This is required data setup if Work Orders will be “Auto Dispatched” to the Internal Maintenance team.

Trades

If you plan to assign Scheduled Maintenance Work Orders directly to the internal Maintenance Technicians, the SUPPLIERSITES_TRADES Lookup in Core may need to be updated to include any Trades used specifically for Scheduled Maintenance.

This lookup list should already include all the Trades used for Demand Maintenance (these are the values available in the Trade dropdown field in the Supplier Preferences shown above)

Tango Edge Setup

Users

The Internal Maintenance users that were added to Core also need to exist in Edge. This can be done manually or through the Core/Edge integration mentioned above.

Role names in Edge are: “MaintenanceLead” and “MaintenanceTechnician”

Locations

Maintenance Leads and Maintenance Technicians in Edge should be associated with Locations in Edge. This can be done from the Location records directly using the “Facility Requesters” section:

Location assignment can also be managed from the Trade Data setup described below.

Trade Data

Trade management is legacy functionality where Facility Managers (FMs) can be assigned to Trades and Locations to facilitate Smart Facility Manager Assignment logic on Service Requests based on the Trade/Location combination. For additional details on this, please see the Trades Management for Facility Managers + Smart Default FM Assignment article.

This same approach was taken to manage the internal maintenance team assignments based on the Trade / Location combination on the Service Request. Note that Maintenance Leads are assigned to Service Requests, which are then Dispatched and create a Work Order to which the Maintenance Lead is also assigned. While Maintenance Technicians are (optionally) assigned only to Work Orders.

Note: Trades and the related “user” Trade records (FM Trade, ML Trade, and MT Trade) need to be created in each specific Country context in Edge.

The Maintenance Lead role has access to manage Trade data for the Maintenance Leads and Technicians.

Note: Maintenance Lead can access the Maintenance Trade Management menu by clicking on the logo to bring up the full menu:

New Menu Items to manage Maintenance Lead and Maintenance Technician Trade data have been added for the existing Facilities Admin role:

Trades Records

Only the Facilities Admin has access to create Trades records (as well as the Tango Support/Services Super Users).

Trade record should be added for each Trade (Level 4 of the Problem Code Matrix) that will be supported for Internal Maintenance functionality.
Note: This is the same Trade record used for the legacy Facility Manager Assignment logic, so this data might already exist.
Trade Name is a lookup to the Trade values in Core for the Client
Note: Only 1 record can be created per Trade Name

Maintenance Lead Trade

Maintenance Lead Trade data is required to be able to select a Maintenance Lead instead of an External Vendor on a Service Request.

User Lookup: Query all Active Users with Maintenance Lead Role. Only 1 Maintenance Lead Trade record can be added per User
- Do Not Assign Work: This User will not be Auto Assigned to Service Requests (hides Delegate Work when checked)
- Delegate Work (more details below/see next screenshot)
Trades: Associate Trade(s) to this User
- Note: Only the Facilities Admin Role has access to create the “Trades” records (see above)
Locations: Associate Locations (Buildings/Stores) to this User
- Finding or Deleting Locations here will also update the User in the Facility Requesters report (shown above) on the Location record in Edge.

Delegation

Delegate Work allows the Service Request Assignment logic to re-assign the SR to a different Maintenance Lead
- 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 frame
  - Delegate Work checkbox will automatically be unchecked, and related fields hidden when Delegate End Date is passed
- Delegate User lookup allows you to choose from any Active User with Maintenance Lead Role. This user will be assigned to the Service Request while “Delegate Work” checkbox is checked.

Associated Technicians

As mentioned above, Maintenance Technicians can be auto assigned to a Work Order. Based on the Maintenance Lead assigned, logic will check the corresponding Maintenance Lead Trade record for “Associated Technicians” and if a Maintenance Technician Trade record is found that is set to Auto Assign Work and has the same Trade / Location as the Work Order, then that Technician will also be automatically assigned.

The Associated Technicians section on the Maintenance Lead Trade record is used to manage this data relationship.

For any data to be available in the Associated Technicians section Find popup, users with the Maintenance Technician Role are required. However, it is recommended to create Maintenance Technician Trade records for those users prior to finding the users here (which will properly create the association in both directions). Please see below for more information on the Maintenance Technician Trade setup.

Finding or Deleting Associated Technicians in this section will also add or remove the Maintenance Lead on the corresponding Maintenance Technician Trade record if it exists (which is why it is recommended to create the Maintenance Technician Trade records before associating them on the Maintenance Lead Trade).

Maintenance Technician Trade

Maintenance Technician Trade data is optional but is “required” for Technician auto assignment logic. The association between MT Trade and ML Trade is also filters the various Technician reports for the Maintenance Lead on the Work Order Assignment Utility.

The Maintenance Technician Trade record is almost identical to the Maintenance Lead Trade record.

User Lookup: Query all Active Users with Maintenance Technician Role. Only 1 Maintenance Technician Trade record can be added per User
- Do Not Assign Work: This User will not be Auto Assigned to Work Orders (hides Auto Assign Work and Delegate Work when checked)
- Auto Assign Work: This User will be Auto Assigned to Work Orders (hides Do Not Assign Work when checked). Auto Assignment process is explained more under the Associated Maintenance Leads section below.
- Delegate Work (more details below/see next screenshot)
Trades:Associate Trade(s) to this User
- Note: Only the Facilities Admin Role has access to create the “Trades” records (see above)
Locations:Associate Locations (Buildings/Stores) to this User
- Finding or Deleting Locations here will also update the User in the Facility Requesters report (shown above) on the Location record in Edge.

Delegation

Delegate Work allows the Work Order Assignment logic to re-assign the WO to a different Maintenance Technician
- Checking “Delegate Work” hides “Do Not Assign Work” (they cannot be used together). Auto-Assign Work should also be checked for Delegate Work to have any impact.
- Optionally set Start and/or End Dates to delegate work within a specified time frame
  - Delegate Work checkbox will automatically be unchecked, and related fields are hidden when Delegate End Date is passed
- Delegate User lookup allows you to choose from any Active User with Maintenance Technician Role. This user will be assigned to the Work Order while the “Delegate Work” checkbox is checked.

Associated Maintenance leads

The Associated Maintenance Leads section on the Maintenance Technician Trade record is used to manage this data relationship.

For any data to be available in the Associated Maintenance Leads section Find popup, users with the Maintenance Lead role are required, but also creating Maintenance Lead Trade records is recommended for the association to be created in both directions (see above).

Finding or Deleting Associated Maintenance Leads in this section will also add or remove the Maintenance Technician on the corresponding Maintenance Lead Trade record.

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