Phased rollout

   

This version is currently available to SaaS customers only. It will be available to on-premises customers soon.

Creating and updating schedules for recurring maintenance cases

As a case business analyst, create schedules for recurring maintenance of assets in your line of business. The schedules ensure that cases are automatically created at regular intervals and assigned to case agents. 

 

To create schedules for recurring maintenance cases

  1. Log in to BMC Helix Business Workflows.
  2. Click Settings .
  3. Select Case Management > Schedule Configuration.
  4. On the Case recurrence schedule page, click + Schedule.
  5. In the Create case recurrence schedule pane, enter the following information:

    FieldAction
    NameEnter the schedule name.
    Line of BusinessThe line of business that you selected to create the schedule is displayed.
    Status

    Select one of the following statuses for the schedule:

    • Inactive—The schedule is in inactive status and it is not available for execution. Schedule instances are not created for inactive schedules.
    • Active—The schedule is in active status and is ready for execution. 
    RequesterEnter the name of the requester.
    Case template

    Select a case template from the list of recommended and active templates defined for your line of business.

    The cases are created by using this case template.

    Asset relationship options

    If there are multiple assets associated to the schedule, specify the type of asset relationship with the case by selecting one of the following options:

    • One case for all assets—Select this to create one case for all assets 
    • One case per asset—Select this to create one case for each asset. This is the default option.
    • Not applicable—Select this if there are no assets associated with the schedule. Creates one case for each schedule instance.
    CompanyDisplays the name of the company to which the requester belongs to.
    Start date

    Enter the start date or click to select the start date to run the schedule.

    End date

    Enter the end date or click to select the end date for the schedule.

    When you create a schedule, a maximum of three years is allowed for the end date.

    If you want the schedule to automatically extend the end date, click Auto-extend and complete the following:

      1. Enable auto-extend by clicking .
      2. Click Save.

    If you enable auto-extend, the end date will be perpetually extended by one year, six months before the scheduled end date.

    Lead time in days

    Enter the lead time in days.

    The lead time is the number of days between the case creation date and the work start date.

    Recurrence pattern

    Select how often you want the maintenance activity to reoccur:

    • Daily—Enter the number of days.
      For example, enter 3 days to repeat the maintenance activity every 3 days.
    • Weekly—Enter the number of weeks and select the day of the week. This is the default option.
      For example, enter 2 weeks and select Monday to repeat the maintenance activity every 2 weeks on Monday.
    • Monthly—Enter the number of months and select the date of the month.
      For example, enter 2 months and select the date as 1st to repeat the maintenance activity every two months on the 1st of that month.
    • Yearly—Select a month and a date to repeat the maintenance activity on a certain date of a month each year.
      For example, select March 1st to repeat the maintenance activity on March 1st of every year.
  6. Click Next.

  7. In the Asset details section, click + Add assets.
  8. In the Search assets pane, provide the following search qualifications:
    • Select the CI type from the list.
    • Select the Product category tier 1 from the list.
    • (Optional) To search a specific product, select a value from the Product category tier 2, Product category tier 3, Product name, and Manufacturer name list.
    • (Optional) To search for assets based on location, select a value from the Region, Site group, and Site list.
    • Select the Status of assets from the list.
      The default option is Deployed.
  9. Click Search.
    A list of assets based on your search parameters is displayed.
  10. In the Search assets section, select the assets that you want to associate with the schedule.

    Best practice

    To optimize performance, we recommend that you do not relate more than 50 assets per schedule.

  11. Click Relate.
    The selected assets are added to the schedule.
  12. (Optional) To remove related assets, select the assets that you want to remove and click Remove assets.

    Important

    Schedules without any related assets are saved as inactive schedules.


  13. Click Close.
    The schedule is displayed on the Case recurrence schedule page.
  14. (Optional) To delete a schedule, select the schedule that you want to delete and click Delete.

The following image shows an example of the recurring case schedules on the Case recurrence schedule page:

 

To view and update recurring maintenance case schedules

On the Case recurrence schedule page, you can view the recurring case schedules configured for the line of business. To filter the recurring case schedules in a certain way or search for specific schedules, click Filter and select any of the available predefined filters.

To update a schedule:

  1. Open the schedule that you want to update.
  2. In the Edit case recurrence schedule pane, in the Schedule details section, modify the required schedule details.
  3. In the Schedule instances section, you can view all the schedule instances created for the schedule based on the recurrence pattern defined for the schedule.
    To search for specific schedule instances, click Filter and select the available filters or any of the following predefined filters: Upcoming instances, Processed instances, Failed instances, or Canceled instances.
    You can perform the following actions for a schedule instance:

    ActionSteps
    Edit a schedule instance

    You can change the case creation date or the work start date for a schedule instance, for example, if they fall on the weekend or on a holiday.

    1. Select the schedule instance for which you want to change the case creation date or the work start date.
    2. Click Edit.
    3. In the Edit schedule instance pop-up window, modify the case creation date or the work start date.
    4. Click Update.
    Cancel a schedule instance

    You can cancel a scheduled instance if it falls on a weekend or a holiday, or for any other reason.

    1. Select the schedule instance that you want to cancel.
    2. Click Cancel.
    3. In the Cancel instance confirmation window, click Yes.

    The status of the schedule instance is changed to Canceled.

    Rerun failed schedule instances
    1. Select the failed schedule instance.
    2. Click Re-run.
    View cases for processed schedule instances
    1. Select the processed schedule instance.
    2. Click Show cases.

    The Case created for schedule instance pane displays the cases created for the selected schedule instance. 

    To view the details of a case, click the case ID of the case from the list of cases displayed. The case details page is displayed in a new tab.

     

  4. In the Asset details section, you can add or remove assets.
  5. Click Close.


Video: Creating a schedule for the maintenance of assets

Watch this video (4:43) to learn how to create a schedule for the maintenance of assets in a line of business:

https://youtu.be/URB_rAmKu2s

Was this page helpful? Yes No Submitting... Thank you

Comments