Integration Accruent 360Facility and Serraview
Integration Workflow
The integration provides multiple configuration options to send a 360Facility Work Order to Serraview. The final workflow and related 360Facility configuration will vary by customer and the primary person responsible for determining the workflow is the 360Facility Implementation Manager.
Below is a high-level overview of the expected scenario along with two related options. This workflow diagram provides a high-level interaction of the integration only and does not provide a full workflow of all customer/360Facility actions. It also does not describe which fields are synced and updated via the integration.
For a description of the additional workflow options, refer to Alternative Options when sending 360Facility Work Orders to Serraview.
For a description of which fields are updated via the integration, refer to 360Facility and Serraview Data Flow Matrix.
| No. | Description |
|---|---|
| A |
The 360Facility Guest User creates a work request. 360Facility serves as the one stop shop for all facilities / maintenance / move / space requests.
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| B | 360Facility evaluates the Work Order using pre-established routing rules based on Request Type. |
| C | A 360Facility Work Order is created and routed to assignees following standard processes. No integration with Serraview takes place. |
| D | The initial request is considered the Parent Work Order. One of several 360Facility configuration options may be used to determine how and when to send the Parent Work Order to Serraview. |
| E |
Auto Assign to Serraview? In the scenario depicted, two configuration options are configured. Additional 360Facility configuration scenarios exist to push Work Orders to Serraview beyond the scenario described above. The alternative options are described in Alternative Options when sending 360Facility Work Orders to Serraview.
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| F | The Work Order is assigned to a 360Facility User who will manually perform an approval process in 360Facility. |
| G | When/if the request is approved, the user manually assigns the Work Order to the Integration User. This will push the data to Serraview, and the integration will automatically create a synced Serraview Service Request (Parent Work Order). If the request is not approved, the user will close the 360Facility Work Order. |
| H |
Serraview automatically creates a Service Request (Parent Work Order). The Service Request is populated as detailed below. |
| I |
Serraview sends back the Service Request ID and 360Facility displays the Serraview logo and ID at the top of the 360Facility screen indicating that the two Parent Work Orders are now synced.
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| J | A Serraview User reviews the Unassigned cue and manually reassigns the Service Request to them self or to another user. The assigned user updates the Service Request throughout the life of the process such as updating the Status or other fields. Changes to the Serraview Status field will update the 360Facility Parent Work Order Status field using a Status Mapping configured in Serraview. |
| K |
The Serraview User may now create multiple actions to provision the Parent Work Order such as arrange for pre-move carpet cleaning, delivering boxes, or electrical work. From the Serraview Work Orders tab the Serraview User creates (Child) Work Orders. Although the User creates the Child Work Orders using a form presented while in Serraview, the Work Orders are actually created in the 360Facility database via the API. The Child Work Orders are linked to the Parent Work Order. The Request Type, Sub-Type, and Space drop down values are populated by 360Facility. (Note other fields can be configured in Serraview, but not shown are: Assignee and Priority. In this scenario, the fields are not presented to the user and 360Facility will automatically set those values based on configured rules.)
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| L |
The Child Work Order data is presented on the Serraview Work Orders tab for reference only. All data is stored and modified in 360Facility and the fields in Serraview are updated via the integration.
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| M | The Child Work Orders are created in 360Facility and are dispatched to 360Facility Users based on established 360Facility routing rules. The Users receive and update the Child Work Orders using standard 360Facility methods. |
Close Parent and Child Work Orders
- All Service Requests (Parent Work Orders) are closed in Serraview. The Service Request (Parent Work Order) will not close if there are any Child Work Orders still open. When the status is changed to Closed in Serraview, the integration will update the 360Facility Parent Work Order to Closed.
- All (Child) Work Orders are updated and closed in 360Facility.
Work Orders Cancelled in 360Facility
- A 360Facility Guest or Full User may cancel a Parent Work Order in 360Facility. If this happens the Serraview Service Request (Parent Work Order) will be updated to “Cancelled”. A 360Facility Full User will manually cancel/close all open Child Work Orders.
Work Orders changed to “Entered in Error” in 360Facility
- A 360Facility Full User may change the status of a Parent Work Order in 360Facility to “Entered in Error”. If this happens the Serraview Service Request (Parent Work Order) will be updated to “Cancelled”. The 360Facility User will manually cancel / close all open Child Work Orders.