Whether you are using the functionality in Dynamics 365 to manage Repair and Maintenance in your business, or have a business that repairs and maintains things for customers. The functionality in Dynamics 365 offers your organisation an all-in-one solution that gives you real-time information across your business by optimising your plant’s preventative periodic maintenance and internal maintenance requests as well as repairs. At the same time you have direct access to all the data you need regarding equipment, resources and logistics.
For repair management you can group problems systematically. This is to help with the suggesting of solutions that have been successful in the past. You set up symptoms, diagnosis, and resolution settings. All these can later be applied when you receive a similar item for repair. You can also set up repair stages that can follow the progress of a repair issue.
Symptoms and conditions
Symptoms are how the customer characterises the problem. Symptoms include the customer observations that indicate the need for repair.
You can set up symptom areas, symptom codes, and conditions. The symptom area covers the area of malfunction, and the symptom code covers the malfunction symptom. The condition describes the situation or environment that is present when the problem occurs.
Diagnosis and resolutions
The diagnosis and resolution fields are statements from the repair perspective. These are the steps that a technician went through to investigate the problem.
The diagnosis area covers the operation that must occur to solve the issue. The diagnosis code is how the problem was handled, and the resolution could be that the item was repaired, replaced, or the order was canceled by the customer. For example, if the computer is repaired, the diagnosis area could be “defective part,” the diagnosis code could be “new video card installed,” and the resolution could be “replaced.”
Repair stages state the progress of the repair process. The repair stage has a Finished sign-off parameter that indicates that the repair line has been completed, and the finishing date and time has been recorded.
Applying repair management
To apply repair management to an item, the item must be set up with a service object relation on a service order. From the service order you can then create a repair line with information about the current issue. On the repair line you define the service object that is in repair and information about symptoms, diagnosis, and execution. You can also create a note for the repair line. You can create repair lines for each step in the repair process.
Tracking progress and resolving a repair issue
You can set the repair stages of a repair line to track the progress of the repair.
When a repair issue is resolved, you can close the repair line. Set the repair stage to a stage with a Finished property enabled. The current date and time is registered as the finish time on the line.