Orders are processed via the maintenance workflow. Each order passes through various processing statuses and process steps within the workflow. Once activated, each order enters the first process step of the workflow.
After completing their own tasks within the current workflow step, the processors transfer the order to the next process step by actively selecting an action. The order receives a new status and is forwarded to the previously designated responsible person or group of people.
The workflow can support monitoring the progress of an order’s processing, provided that time limits or tolerance periods have been defined by maintenance administration for the individual process steps. Based on predefined time rules, the system generates reminder emails to the person responsible for execution; if the task remains unprocessed despite escalation, notification emails are also sent to the order or object managers so they can intervene to correct the situation. Additionally, those responsible in the workflow are notified via email when specific process steps are reached.
There are three scenarios for the maintenance workflow:
Case A
All workflow roles are involved. The client integrates the contractor into the online workflow in two roles: as Contractor Coordinator and as Executor (individual or group). In this case, the contractor has access to the FM portal.
Process tasks in the FM portal by the roles:
Responsible for Coordination (Client)
Responsible for Coordination (Contractor)
Responsible for Execution (Contractor)
The workflow goes through the following steps in Case A:
Order is created: The workflow step "Order is created"/Planning contains orders created during order planning that have not yet been started according to the individual schedule.
Review by client: Orders with the status "Review by client" / Client scheduling are orders initiated from planning that are reviewed and assigned by the contractor.
Acceptance by contractor: During the "Acceptance by contractor"/preparation phase, the contractor can accept the order. This step does not escalate.
Assignment to Executors: The order has been accepted and can be assigned to the executors
Acceptance by Executor: The order can be accepted by the executor.
Order in Progress: The order is currently being processed.
Review and Acceptance: The order is being reviewed and can be accepted.
Case B
The client integrates the contractor into the online workflow solely as the Responsible Coordinator (AN). The contractor’s Responsible Execution (AN) role is integrated into the work by the Responsible Coordinator (AN).
Process Work in the FM Portal via the roles:
Responsible Coordination Client
Responsible Coordination Contractor
The workflow goes through the following steps in Case B:
Order is created: The workflow step "Order is created"/Planning contains orders created during order planning that have not yet been started according to the individual schedule.
Review by client: Orders with the status "Review by client" / Client scheduling are orders initiated from planning that are reviewed and assigned by the contractor.
Acceptance by contractor: During the "Acceptance by contractor"/preparation phase, the contractor can accept the order. This step does not escalate.
Assignment to Executors: The order has been accepted and can be assigned to the executors.
Review and Acceptance: The order is reviewed and can be accepted.
Case C
The client is the only one participating in the online workflow. The roles of Employee Coordination Manager and Employee Execution Manager are integrated in other ways.
Process Work in the FM Portal by the roles:
Responsible Coordination AG
The workflow goes through the following steps in Case C:
Order is created: The workflow step "Order is created"/Planning contains orders created during order planning that have not yet been started according to the individual schedule.
Review by Client: Orders with the status "Review by Client" / Client Scheduling are orders initiated from planning that are reviewed and approved by the contractor.
Review and Acceptance: The order is reviewed and can be accepted.
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