Embedded Files
Service Request Definition
A Service Request (SR) is an optional "on demand" service to help/assist you to analyze some critical or complex assets and reduce risk of failure or loss of production. This analysis is done remotely by one of ACOEM Advisor Centers and based on your own raw data and asset cinematic description. ACOEM Advisor Center will provide you a detailed analysis report with custom diagnostic and recommandations within a D+1 delay (working days).
Service Request Workflow:
SR Activation
IMPORTANT: Service Requests features are available only if you have subscribed to our sale representative a Service Contract or purchased a Service Token Pack for your domain - Contact us
Service Request can be created only if AI.ACOEM.COM moderator has activated an ACOEM Advisor Center for your domain. At this moment, domain's administrator is notified by email that
SR feature are now available for his domain
all SR will be sent to a dedicated ACOEM Advisor Center
SR Creation
When SR has been activated for his domain, administrator or manager can create a new WO and select "Service Request (Advisor)" as operation type.
IMPORTANT: Any type of monitored assets can be selected and assigned to a SR: RT300, FALCON or EAGLE assets. This is a major difference with standard WO that are limited to RT300 assets.
SR properties are quite similar to WO creation except the following:
Operation type must be "Service Request"
SR can't be periodic
SR default Due date is D+1 and can't be shorter
SR default assignee is ACOEM Advisor Center and can't be changed
SR default email notification is active and can't be disabled
When created, the SR is added into the WO list with its typical attributes.
Note the due date is presented with a warning because of the standard D+1 SLA.
Advisor Center is presented as the assignee.
SR email notification
When SR is created, then creator and Advisor Center receive an email notification to inform them about the corresponding awaited analysis
At this moment:
SR Creator (end user customer) can consult Activity KPI in the User Home Page in order to followup SR progress
Advisor Center (acoem expert) can consult active Service Requests into "my task" panel in Nesti4 and clicks on each asset in order to start direcly a custom analysis
Note the SR creator is automatically notified by email when Advisor Center start to work, change or close one of his service request
SR Creation email notification:
SR Change email notification:
Advisor Center uses Nesti4 to make expertise
When SR is created, then Creator and Advisor Center receive the following email to inform them about the corresponding awaited analysis:
SR creator can see active Service Request into the User Home Page
Advisor Center can see active Service Requests into "my task" panel in Nesti4
Advisor Expert use Nesti4 Cloud to manage all active Service Requests:
1/ Open "my tasks":
2/ Click on a new opened SR asset to start the correspondig analysis:
3/ Analyst panel is automatically opened for the concerned asset and the requested measurement date. Expert must open "Advice (Expert)" tab and change text, defect, ... according his detailed analysis
4/ When expert starts to work on an asset, the corresponding SR asset is automatically marked as "Pending" in my task module ...
... and a STARTED status change email is sent to SR creator
5/ When expert has finished his analysis, then he must approve it in order to generate report and close corresponding SR
The new analysis report is automatically published though dashboard
... and a CLOSED status change emaill is sent to SR creator
SR Creator (customer end user) uses Dashboard to follow-up his SR
All along ACOEM export working, customer end user is notified by email about SR work progress (Open, Changed, Closed) but some screens presents usefull informations:
User Home Page
Activity pie chart can be filtered by operation type - ie: Service Request - and presents the following information:
Opened: Quantity of "Opened" or "In progress" WO whose due date is beyond the next week
Soon overdue: Quantity of "Opened" or "In progress" WO whose due date is current next week
Overdue: Quantity of "Opened" or "In progress" WO whose due date has passed
Closed last month
WO list
This list can be filtered by operation type - ie: Service Request - and presents the status for each WO:
Opened: SR has been created but not yet taken in consideration by advisor center
In Progress: advisor center has started to work on this SR but not yet finished
Closed: advisor center has approved a new diagnosis for each asset of this SR. Corresponding reports are available in dashboard asset home page (and archive) for each SR asset
NOTE: If SR contains more than one asset, then an individual status is presented for each asset in SR properties
New analysis report
When Advisor Center has approved new diagnosis, corresponding reports are automatically published in Dashboard in the following modules:
Asset Home Page:
DIAGNOSTIC presents the latest entered text by ACOEM expert
VIBRATION presents the latest entered ACOEM expert advice and the corresponding detailed report (PDF file) can be downloaded from Acrobat icon
ARCHIVE contains the new expert report (PDF file) additionally to all previous existing reports or documents
NOTE: Date corresponds to the measurement date
Asset archive:
ACOEM Advisor Centers
Any of our center can be used to provide your the best answer in the shortest way according your localization. Just select one of them when you purchase SR option:
ACOEM Australia, Adelaide UTC+10:30
ACOEM France, Lyon UTC+1
ACOEM International, Vadodara, Gujarat, India UTC+5:30
ACOEM USA, Richmond, Virginie, United States UTC−4
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