Maintenance

Maintenance is where your plant team reports breakdowns, supervisors accept them and hand the work to technicians, technicians record the repair until the job is closed, and planners schedule preventive maintenance (PM) ahead of time. It works on both phone and computer.

Before you start

• Plan: Maintenance is in every plan, from Free up. The Materials tab on a work order (getting parts for the job) works with the Inventory module, which is in the Enterprise plan.
• What must exist first: locations, such as a production line or a machine. Every request and work order belongs to a location; the asset is optional. See Assets and locations.
• Who can do what: depends on the user groups your admin gives you, and only at the locations your unit is responsible for.

Built-in user group	What it can do in Maintenance
Technician	Report breakdowns, view requests and work orders, work on assigned jobs (start, hold, complete), view PM schedules
Supervisor and Site Admin	Everything a technician can, plus accept or reject requests; create, assign, approve, cancel and review work orders; manage PM schedules; view spend; change maintenance settings
Viewer	View requests, work orders and PM schedules only
Organization Admin	Everything, including the Task Library (the organization’s shared procedures)

Note

A user with no unit or user group sees no work at all. See Getting started → Invite your team for how to set them.

How a job moves

The examples in this manual follow one story: an operator notices an air leak at the flap-folding cylinder on Case Erector Machine A and reports it.

1. Report. Anyone allowed to create a work request (WR) raises one from their phone, for example WR-000022. → Report a breakdown
2. Accept. A supervisor checks the request and accepts it, which creates a work order (WO) straight away, or rejects it with a reason. → Handle requests
3. Assign. The supervisor picks the unit, the crew and the planned time. → Work orders
4. Repair. The technician finds the job in My Work, taps Start Work, works through the tasks, gets parts, adds photos, then taps Complete Work with the impact, cause and notes.
5. Close. If your site has no review steps, the work order closes at once. If it has, the requester or a manager signs it off first.

Routine maintenance needs no one to report it: a PM schedule creates work orders by itself as each round comes due. → Planned maintenance (PM)

The Maintenance menu

Menu	What it is for
My Work	Your queue of everything waiting on you, most urgent first (also in the phone’s bottom bar)
Dashboard	Backlog, overdue and stuck work at a glance, for supervisors
Spend	Material cost of maintenance work by cost center or expense code, per month
Calendar	Scheduled work by month, week or day; drag to reschedule
Timeline	Work by location per day, with overdue work and plan issues
Requests	All work requests; report, accept or reject
Work Orders	All work orders; create one directly
PM Schedules	Preventive maintenance plans that create work orders on a cycle
Task Library	The organization’s standard procedures (organization admins only)
My Task Template	Your own reusable task lists, which you can share
Settings	Approval, the completion review, PM defaults and SLAs

You only see the menus you have permission for. The Dashboard, Calendar, Timeline, Spend and Settings are covered in Plan and track work.

Work request statuses

Status	Thai label	What it means
Open	รอรับเรื่อง	Just reported, waiting for a supervisor to triage it. The requester can still edit or cancel it.
Accepted	รับแล้ว	Accepted and linked to a work order. Keep following progress from the same request.
Rejected	ปฏิเสธ	The supervisor turned it down, with a reason the requester can see.
Cancelled	ยกเลิก	The requester or a supervisor cancelled it before it was accepted.

Work order statuses

Status	Thai label	What it means	What happens next
Pending approval	รออนุมัติ	A new work order that needs approval first (only when Require approval before work starts is on in Settings)	A supervisor taps Approve
Approved	อนุมัติแล้ว	Ready to do, but no one is assigned yet	A supervisor taps Assign
Assigned	มอบหมายแล้ว	Has a unit or crew, waiting for the technician to start	The technician taps Start Work
In progress	กำลังดำเนินการ	The technician is working on it	The technician taps Complete Work or Pause
On hold	พักงาน	Paused with a reason, such as waiting for parts	The technician taps Resume Work
Completed	เสร็จสิ้น	Lasts only a moment when the technician completes the job; PULSE moves it straight to In review or Closed	—
In review	รอตรวจสอบ	Completed, waiting for the requester or a manager to sign it off (when review steps are on)	Approved = Closed; rejected = back to In progress
Closed	ปิดงาน	The job is done and fully recorded	—
Cancelled	ยกเลิก	Stopped for good; this cannot be undone	—

Who gets notified

PULSE notifies people in the Notifications bell, and by phone push or LINE if they have turned those on.

When	Who is notified
A new request is reported	People who can triage requests at that location
A request is accepted or rejected	The requester
A new work order needs approval	People who can approve work orders at that location
A work order is assigned, reassigned or rescheduled	The crew and the requester
The technician starts, pauses, resumes or closes the job	The requester
It is someone’s turn to review	The requester (verification) or supervisors who can close work orders (manager sign-off)
A review is rejected and sent back for rework	The crew
A work order is cancelled	The crew and the requester
A stage waits longer than its SLA	Whoever must act at that stage; at twice the SLA, one level up

Admins can add their own notification rules in Administration.

What’s next

Report a breakdownReport a problem from your phone in under a minute

Handle requestsAccept a request into a work order, or reject it

Work ordersAssign, do and complete the work

Planned maintenance (PM)PM schedules and task templates

Plan and track workDashboard, calendar, timeline, spend and settings