Best Approach for Generic "Corrective Maintenance"

[Lucas Simões]

Hi everyone,

I’m facing a challenge where the customer is requesting a generic “Corrective Maintenance” template that would use variables (similar to Incident Categorization) to define SLA, Assignment Group, and Prioritization.

I’m trying to avoid creating custom tables as much as possible, but there are many categorization choices to consider.

My question is:

• Would it be best to have a single generic Corrective Maintenance template for this area?

• Or should we consider a more granular approach with multiple templates?

Also, how are you handling those kind of categorizations thar shouldn't be on WM_ORDER table?

Has anyone implemented something similar, and what approach worked best in your experience?

Thanks in advance for your insights!

[Mohammed8]

Hi @Lucas Simões 

Servicenow FSM has work order templates, its pre-defined skeleton for work orders in the Field Service applications, lets you  populate fields, tasks, parts, and other when creating a work order. One of my use-case we divided workorder templates based on type of equipment to be maintained where skills, parts required were specific to those usecase. 

We avoided creating separate templates where categorizations were minor or generic, and only used templates where specific, repeatable configurations made sense.

✅ Mark helpful if this answer helped you.

Thanks and regards,

Mohammed Zakir

[Joshua Chen MTL]

• work order template
• the business should be able to identify the work orders/work order tasks that are recurring/high volume/high revenu$$, start 80/20
• another thing to consider governance:
  • ultimately, it also depend on your RACI, who sign off on new template, who can configure wot template? are initiators/qualifiers/dispatchers empowered to do so or it's an admin that has a huge backlog/bottleneck?
  • too many WOT template for the same use case but few variations/differentiators could be a pain to maintain, look at kpi such as maintenance effort vs time saved during WO/WOT creation

[Skylar_Barth]

I wanted to make sure the Community was also aware about Multi Work Configs. This architecture allows us to approach wm_ the same way we do Case Types. Extend the wm_ table via MWC methods, add columns and segregate work accordingly.

https://www.servicenow.com/docs/bundle/zurich-field-service-management/page/product/field-service-ma...