The Maintenance feature in the Titan Cloud platform allows our clients to:

• Prioritize and assign work order tickets to the right vendor for the job
• Manage equipment, parts, and assets
• Control vendor costs by specifying pre-approval amounts
• Track how much time vendors spend on site to ensure accurate invoicing

The Maintenance feature in the Titan Cloud platform is customizable based on client needs and individual user roles. This article provides a high-level overview of many of the screens and functions available to an admin user. If you are looking for a pared down overview addressing only vendor-facing functionality, please click here.

Maintenance Workflow

The Maintenance feature in Titan Cloud encompasses the full lifecycle of a Work Order. Although the details are highly dependent on individual client configurations, the workflow typically follows a standard path: 

1. Work Order is created
2. Work Order is dispatched
3. Work Order is completed
4. Completion is verified. 

This resource will address each of these steps at a high level. For a more detailed and technical view of the baseline workflow and how it may be adjusted to include District Manager (DM) approval steps, you may expand the two sections below.

Maintenance Dashboard 

The Maintenance Dashboard is the central dispatch for Work Orders, and can be accessed at the client or facility level.

Client Level 

At the client level, the Maintenance Dashboard operates as a central dispatch for Work Orders across multiple facilities.

To locate the Maintenance Dashboard, click the nine dots at the top left of the screen to open the global menu. Under Facility Management, click Maintenance Dashboard (Work Orders).

Facility Level

There is also a Maintenance Dashboard at the facility level for any site that utilizes the Maintenance feature. From the facility menu, click Maintenance/Environmental and Work Orders. 

This page is laid out similarly to the client level Maintenance Dashboard, but is limited to only that facility.

Work Orders on the Maintenance Dashboard 

Whether you've accessed the client-level or facility-level Maintenance Dashboard, you'll see a grid containing the Work Orders to which you have access. 

Color Coding

The legend at the top of the screen explains the grid's color coding. Depending on your workflow, the categories each color represents may correspond with the following possible work order statuses.

If the “highlight past due work orders” setting is enabled in Account Settings, you will also see red text to indicate incomplete work orders past their assigned due date. 

Views & Tabs

The Maintenance Dashboard grid can be fully customized using Views and Tabs.

The My Default view displays all work orders to which you have access. Click the dropdown menu to select a different view.

You may edit the My Default view by clicking the gear settings icon, or create a new view by clicking Add New. 

The View Settings window is organized into three tabs. The General and Columns tabs are always available. The General tab controls the parameters for which work orders are included in the view, and the Columns tab determines which conditions are displayed on the grid. 

You may also customize what's shown in the My Work Orders tab by selecting one or more options from the My Work Orders Tab section.

The third tab, Sharing, only appears when you are editing a custom view. From this tab, you can enable “Shared View” and select one or more user roles to share with. This will add the view to the dropdown list for those users.

 Hold the Ctrl key while you click to choose multiple options. 

To save an existing view, click Save. To save a new view, click Save As.

Update Multiple Work Orders on the Maintenance Dashboard

Any Work Order to which you have access can be opened and updated by clicking the ID number in the Work Order column.

To update multiple Work Orders at once, select the Update Multiple Work Orders checkbox at the top left of the grid. 

You may the Select/Deselect All button, or hold the Ctrl key as you click each individual Work Order you'd like to update. Then, right click on any highlighted row to Edit Selected Work Orders.

From this window, you can update the Caller, Status, Priority, and/or Owner, and add a new Comment that will apply to all selected Work Orders. Click Update to save.

Work Orders

Create a New Work Order

Work Orders may be manually created from the following locations in Titan Cloud:

Maintenance Dashboard (Client Level)

To locate and manage Maintenance and Work Orders at the client level, click the nine dots at the top left of the screen to open the global menu. Under Facility Management, click Maintenance Dashboard (Work Orders).

In the Maintenance menu on the left, select Add Work Order.

 

 

 

Maintenance/Environmental (Facility Level)

In the facility menu, click Maintenance/Environmental, then select Work Orders to open the facility level Maintenance Dashboard. 

To add a new Work Order, click Add New Work Order at the top right corner of the page.

 

 

Activity Log (Facility Level)

In the facility menu, click Activities and Activity Log. Then, click the pencil edit icon to edit an existing activity or click Add New to add a new activity.

In the Activity Editor, scroll down in the General tab until you see "Work Orders associated with this activity." The Add New Work Order button will open the Add Work Order form in a new tab.

 

 

Work Orders may also be generated automatically. 

Scenario	Setup
Work Order templates can be set to generate on a recurring schedule.	Work Order Template Setup
Activity templates can can be set to a recurring schedule, and can generate a Work Order as a task.	Activity Template Setup
Alarm Notifications can be set to generate a Work Order when a specific alarm is raised.	Alarm Notification Template Setup

Add Work Order Form

The fields displayed or required on the Add Work Order form depend on what has been configured in Maintenance Dashboard Setup and on what's permitted for your individual User Role. Please reach out to support@titancloud.com if customization assistance is needed.

 

If available, you may pre-populate the form by clicking the Select Template dropdown and selecting the applicable template. Many Titan Cloud clients use this feature to save time on routine tasks.

Work Order Form Fields in Detail

Field	Description
Facility	If the Work Order is created at the facility level, this value is automatically selected and cannot be changed. If available, the Gas Brand will also display when a facility is selected.   Tip: Search for the facility or click the space bar key to select the facility from a full dropdown list.
Problem Code	Configured in Maintenance Setup, the problem code links to an account code from the client's accounting software for billing purposes.    Additional values may populate based on the selected facility's Priority Matrix for this problem code, such as Priority, Tech/Vendor, and Estimated Cost.   User Roles may be configured with a default Problem Code, and may be restricted from selecting a different value for this field.
Sub Problem Code	Additional category that may be configured in Maintenance Setup.    User Roles may be configured with a default Problem Code, and may be restricted from selecting a different value for this field.
Asset	When available, these are set at the facility level.
Caller	When applicable, this may be an individual the Tech/Vendor needs to speak with on location.
Tech/Vendor	A Tech/Vendor may be selected automatically if a Primary Tech/Vendor is set in the facility's Priority Matrix. When applicable, a Secondary Tech/Vendor will appear as the next option in the dropdown menu.   Additional dropdown menu options are managed from the Techs & Vendors page.
Origin
Request Type
Lead Code
Open Date	Automatically set to today's date.
Due Date	This can be set manually, or it can be determined by the Priority Code if “Priority drives due date” is enabled for the selected priority in Maintenance Setup .
Notification Date
Inspection Date
Follow Up Date
Priority	Priority level determines how Work Orders are displayed in the Maintenance Dashboard, and may impact automated workflow elements.    A priority level may be selected if: The user's role permits selecting a priority other than the defined default for that user role AND There is no Priority Code assigned to the selected Problem Code in the facility-level Priority Matrix OR There is at least one Priority Code configured in Maintenance Setup with “Priority Matrix override” enabled.
Queue Priority
Account Code	Automatically populated based on the Problem Code.
Insurance Claim	When applicable, check the box to indicate insurance claim and provide the claim number.
Cap Ex	When applicable, check the box to indicate capital expenditure.    If checked, this Work Order will not impact the Estimated Remaining Budget.    We do not have a feature to set CapEx budget allotments, but there is a report that can track CapEx Work Order costs.
Owner
Created By	Automatically populated based on the logged in user.
Description
Operator's Comments	Internal only for central dispatch users based on user role.
Add another like this?	Allows you to create an additional ticket with the same values selected. It may be adjusted before saving.

 

 

 

Work Order Templates can be configured from the Gateway menu, and can even be used to automatically generate work orders on a set schedule!

For more information on template configuration, see the Maintenance Dashboard Setup article.

 

Click Add New to submit the work order.

 

Work Order Details

To open Work Order Details, click the Work Order Number in the Maintenance Dashboard grid. 

Tip: Even if you're working from the client level Maintenance Dashboard, the Work Order Details page opens at the facility level. This is so you can easily review facility details.

 

At the top of the page, you will always see the current Status. If applicable, you may click the dropdown to select a new status and click update status to save. 

Once assigned, a Vendor will typically use the status dropdown to indicate that they've accepted the request and set the status to Dispatched, and will click the Check In button to indicate when they've arrived on site.

Tip: Geofencing must be enabled for the Tech or Vendor's User Role to track check-in/check-out data.

 

In addition to updating the status, you may use the following tools over the course of the work order's life cycle. 

Current Site Work Orders & History

At the top left of the page, you can click on Current Site Work Orders to view a list of all currently outstanding work orders for the facility. 

You may also click on Site Work Order History to view up to 10 past work orders for the facility with the same Problem Code as the current work order.

Tabs

Click the different tab headings to see additional pages where you can track parts, estimate costs, upload invoices or documents, and view work order history and contacts.

Edit Content

Click any pencil edit icon to make updates to the associated section. Any changes you make will be recorded in the Work Order History tab.

Add Comments

In the comments section, click the plus (+) icon to open the comment window. Type the comment and click add new. 

Once added, comments may be edited or deleted. All active comments are listed in the Work Order Details along with the user name and timestamp, and are tracked in the Work Order History.

Upload Documents 

Click the Documents tab, and click Add Document.

Select one of the following options, select the file, and click Add new.

Once the document has been added to the work order, you can click the thumbnail to view or download the document. You may also remove it by clicking the “X.” 

Resend Notifications

In the Work Order History tab, where a record of all events for this Work Order are documented, you can resend important emails to ensure everyone is in the loop. 

Verify Work Order Completion

Unless configured otherwise in Account Settings, when a Technician or Vendor clicks the Check Out button, the Work Order status is updated to “Verify Work Order Completion” and stakeholders are notified by email. 

At this point, one of the following may occur:

Parent/Child Work Orders

If a Work Order with a “Verify Work Order Completion” status is judged to not be complete, the existing work order cannot be re-opened. Instead, a Child Work Order will need to be created.

Click Add Child Work Order to create the new Work Order, which will be linked to the original Parent Work Order.