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Anyone using a centralized call-center for multiple sites within work orders? We have one call center that is soon to support 3 different sites. Currently we log phone request straight into the work order tracking screen but the work order is loading the dispatch employees site and can’t be changed based on the callers site.
And if so how did you get past the site default?
Maximo 7.5
Windows 2008 R2 SQL Server 10
Thank you
We do on a limited basis. The call center logs the request in the Service Request module, where you can select the site ID, then creates the work order from the service request. This allows them to create work requests for multiple sites without having to change their default insert site constantly.
Thanks!
Glen VanDenBerg
Business Analyst
hermanmiller.com<http://www.hermanmiller.com/>
HermanMiller
From: MAXIMO@yahoogroups.com [mailto:MAXIMO@yahoogroups.com] On Behalf Of larry.mccown@ngc.com
Sent: Thursday, February 20, 2014 12:00 PM
To: MAXIMO@yahoogroups.com
Subject: [MAXIMO List] Centralized call-center for multiple sites?
Anyone using a centralized call-center for multiple sites within work orders? We have one call center that is soon to support 3 different sites. Currently we log phone request straight into the work order tracking screen but the work order is loading the dispatch employees site and can’t be changed based on the callers site.
And if so how did you get past the site default?
Maximo 7.5
Windows 2008 R2 SQL Server 10
Thank you
Glen's response is how I did it when I had one call center supporting a
global user base. The Work Order application/object exists at the site
level, but the Ticket object/Service Request application exists at the
organization level.
Chris McClinch
On Thu, Feb 20, 2014 at 1:19 PM, Glen Vandenberg <
glen_vandenberg@hermanmiller.com> wrote:
>
>
> We do on a limited basis. The call center logs the request in the
> Service Request module, where you can select the site ID, then creates the
> work order from the service request. This allows them to create work
> requests for multiple sites without having to change their default insert
> site constantly.
>
>
>
>
>
>
>
>
>
> Thanks!
>
> *Glen VanDenBerg*
>
> Business Analyst
>
> hermanmiller.com <http://www.hermanmiller.com/>
> *HermanMiller*
>
>
>
> *From:* MAXIMO@yahoogroups.com [mailto:MAXIMO@yahoogroups.com] *On Behalf
> Of *larry.mccown@ngc.com
> *Sent:* Thursday, February 20, 2014 12:00 PM
> *To:* MAXIMO@yahoogroups.com
> *Subject:* [MAXIMO List] Centralized call-center for multiple sites?
>
>
>
>
>
> Anyone using a centralized call-center for multiple sites within work
> orders? We have one call center that is soon to support 3 different sites.
> Currently we log phone request straight into the work order tracking screen
> but the work order is loading the dispatch employees site and can’t be
> changed based on the callers site.
>
> And if so how did you get past the site default?
>
> Maximo 7.5
>
> Windows 2008 R2 SQL Server 10
>
> Thank you
>
>
>
>
>
This is similar to the solution I am looking for, has anyone configured the Self Service user (free license) having the ability to access mulitple sites?
That's just a matter of setting up the security group to be authorized for
all sites. I'd question why you'd want to do that, though. The Self Service
user is generally reporting issues for his or her site; this account is the
exact opposite of a power user. If your self-service users need access to
multiple sites, you may not be getting value from a multisite structure--or
at the very least your sites may be too granular.
Chris McClinch
On Fri, Feb 21, 2014 at 9:01 AM, <acclaudia@yahoo.com> wrote:
>
>
> This is similar to the solution I am looking for, has anyone
> configured the Self Service user (free license) having the ability to
> access mulitple sites?
>
>
We utilize Maximo in a hotel environment, so when we have multiple hotels, the guest calls all get directed to one site. This is where the Self Service operator enters the simple service request. We are just getting our plans together to tackle this venture as we roll out Maximo to the other sites. I will try security group access. Thanks.
Got it. Although if I've got an operator taking calls, I'm probably using
the Service Request application under Service Desk instead of the Self
Service application. I'm more likely to use the latter for the walk-up
complaints at the front desk.
Chris McClinch
On Fri, Feb 21, 2014 at 9:19 AM, <acclaudia@yahoo.com> wrote:
>
>
> We utilize Maximo in a hotel environment, so when we have multiple hotels,
> the guest calls all get directed to one site. This is where the Self
> Service operator enters the simple service request. We are just getting
> our plans together to tackle this venture as we roll out Maximo to the
> other sites. I will try security group access. Thanks.
>
>
Thanks for the posts really appreciate the feedback. We do currently have about 35% of our requests coming in through the Create Service Requests under the self-service application and then being converted into work orders via a work flow and that is working fine and will continue.
Prior to this new request to merge 3 call centers from different sites into one, all of our call-in requests were entered directly into the work order tracking screen from the site and we hadn’t paid attention to the Service Request. (we’ve been using Maximo before service requests existed so it’s the way we’ve always done it) Now that our eye’s have been opened to the service request screen we are testing it and it does appear to work for what we need it to do. Difficult part now will be convincing the users in the call center and getting their buy-in as they are also taking on additional work load and I will likely get kick back unless I can make this faster and easier than what they are currently doing.
Thanks again for the assistance.