The Facilities Workflow

Twinview has been meticulously developed from scratch as a next-generation platform for building operation and maintenance. It has been specifically designed to facilitate standard Facility Management (FM) workflows and processes while also introducing unique features of its own. To fully leverage Twinview's benefits, it is crucial to comprehend and implement these processes.

Tickets, Issues, Maintenance Jobs and Tasks

These are distinct elements, each with its own functionality and purpose. However, understanding their interrelationship is essential. While each element is elaborated upon in this documentation, we focus on the workflows and the relationships among these components.

Tickets

This refers to an individual reporting a potential problem or issue. This individual could be a non-technical layperson or a user of your building. The problem they're reporting may or may not constitute an actual issue, and the information provided in the ticket might not be sufficient for resolution.

Issues

An "Issue" refers to a verified problem that has been investigated by the Facility Management (FM) team and requires resolution. An issue can be generated from a ticket (promoted) once it has been reviewed. Alternatively, the ticket may be closed without escalating it to an issue. The ticket could also be linked to an existing issue, for instance, if the problem has already been reported and an issue has been raised. In such cases, it would be unnecessary to create duplicate issues, even if two separate tickets have reported the same problem.

Moreover, creating a ticket before generating an issue is not always necessary. For instance, if an FM operative identifies a problem, they can directly create an issue without the preliminary step of ticket creation.

Maintenance Job

A "Maintenance Job" refers to the task initiated to rectify an issue. It can either be created from an existing issue or independently. A maintenance job can comprise multiple tasks (refer to the 'Tasks' section below). While a maintenance job will have an associated start date, end date, resources, and equipment, it's important to note that these are linked to the tasks that constitute the maintenance job, not the job itself. A simple way to conceptualize maintenance jobs is to view them as containers for tasks.

Maintenance jobs can be one-time or recurring and follow a set schedule. Upon completion (which is achieved by closing out all the tasks), any associated ticket or issue will also be marked as resolved.

Tasks

Every maintenance job comprises one or more tasks. Each task is defined by a start and end date, an assigned resource (person), and any necessary equipment. This distinction is crucial because a job, such as 'Replace boiler', may involve various tasks, each executed on a different day by different individuals, using different equipment. Completing these tasks contributes to the 'percentage complete' status of maintenance jobs. Once all tasks associated with a job are completed, the status of the maintenance job is updated to 'completed'.