Employee Request to Work Order Integration

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Level: Implementation Team / Administrator

Maintenance request tickets are resolved faster with the integration of Eptura Workplace with Eptura Asset. Employee maintenance requests submitted in Eptura Workplace via the mobile app are automatically logged into Eptura Asset’s maintenance ticket management, where technicians can easily prioritize the work and update tickets. Examples include, but are not limited to, plumbing leaks, broken copiers, or inoperable ice machines.

How it works

#	Steps	Technical Details
1	Employee submits a Service Request via Web or Mobile.	Eptura Workplace receives the Service Request. An email is sent to the employee to let them know their request has been received and another email when the request is completed.
2	Service Request tickets are automatically routed to Eptura Asset.	The integration transfers the tickets. Eptura Asset receives the Service Request ticket and this is converted into a Work Order with the default Work Type set as Corrective and the field mappings below are used.
3	Technician is assigned to the Work Order and they complete the task, update any notes or attachments, and update the status.	Integration checks for ticket updates every 30 minutes and then this is sent to Eptura Workplace to update the Service Request ticket.

Steps

Technical Details

Employee submits a Service Request via Web or Mobile.

Eptura Workplace receives the Service Request.

An email is sent to the employee to let them know their request has been received and another email when the request is completed.

Service Request tickets are automatically routed to Eptura Asset.

The integration transfers the tickets.

Eptura Asset receives the Service Request ticket and this is converted into a Work Order with the default Work Type set as Corrective and the field mappings below are used.

Technician is assigned to the Work Order and they complete the task, update any notes or attachments, and update the status.

Integration checks for ticket updates every 30 minutes and then this is sent to Eptura Workplace to update the Service Request ticket.

Getting Started

Our Professional Services team will map the request data between Eptura Workplace and Eptura Asset.

Field Mapping

Eptura Workplace	Eptura Asset	Responsible	Comments
Request Type	Purpose of work	Customer	Eptura Workplace - Decide which request types will be synchronized with Eptura Asset; see below for the example. Eptura Asset - When new work orders are sent over from Eptura Workplace, you will need to decide which work type will be used. You can use an existing Work Type such as Corrective, Predictive, or Preventive OR you can create a new work type. Then for that work type create the custom fields, see below for the Corrective Work Type example.
Comment	Work Description		Eptura Workplace - Sends the initial requestor’s comments to Eptura Asset. There is a 250 character limit and then the text truncates with an ellipses.
Location (Building/Floor/Space)	Location	Customer	Eptura Asset - For the Work Type, set up a custom field called Workplace Location; see below for the Corrective Work Type example.
Eptura Asset Site	Site	Customer	Eptura Workplace - Set up a Building custom field called Eptura Asset Site; see below for the Building Custom Field example.
Creation Date/Time	N/A		This is auto-generated in Eptura Workplace.
Requester	N/A		This is the Service Account user in Eptura Asset.
Request ID	Request ID	Customer	Eptura Asset - For the Work Type, set up a custom field called Eptura Maintenance Id, see below for the Corrective Work Type example.
N/A	Budget ID	Customer	Eptura Asset - Set up the default budget for each site; see below for a Budget Account example.
Priority	Priority	Customer	Use the default priorities.
Attachments	Attachments		Attachments are sent to Eptura Workplace.
Comments	Notes		Public notes are sent to Eptura Workplace, and these can be found in the comments.

Eptura Workplace - Request Type Example

Learn about the request types in Set up the Service Request Type Hierarchy.

For example, when you decide which categories or sub-categories will be used, then any request types found under these will be synchronized.

Eptura Asset - Work Type and Custom Field Examples

Learn about work types and custom fields, in Set up Work Type for Work Orders.

For example, here you can see the Work Type Corrective has the custom fields called Eptura Maintenance Id and Workplace Location.

The custom fields are set up under the General group.

Eptura Workplace - Building Custom Field Example

The custom field can be added to the building; learn more in Add, Edit, or Delete a Building.

For example, in the Building’s custom field called “Eptura Asset Site” is where the site’s name is entered.

Eptura Asset - Budget Account Example

Learn more about budgets, Budget Accounts.

For example, the budget account is called Facilities and if you have more than 1 site, then this name needs to be the same across all sites.