Asset maintenance entries

An asset maintenance entry is one piece of campaign work planned for one asset: an item and quantity to supply or perform, under a campaign. It records whether that work is still open or already done. A campaign creates the entries. The asset's opportunities and service orders pick them up as lines, and delivering or invoicing the service order records the work as done, so it is not offered again.

Overview

Each entry links three things:

• What is planned: the Asset, the Item, the Quantity, the Item Service Contract and whether it Is Mandatory. All of these are copied from a campaign item.
• Where it came from: the Campaign, the Campaign Item and the Campaign Member (the asset's place in the campaign).
• Where it was done: Executed Under Service Order, Executed Under Service Order Line and Is Executed.

You don't usually create entries by hand. They are the output of a campaign run and the input to service documents. You open them to check what is still due on an asset, to see which job carried out a recall, or to correct an entry that should no longer be offered.

When to use it

How xMatix handles it

An entry goes through these stages:

1. Created. The campaign button Asset Maintainance creates one entry per campaign item for each member that is not marked Is Utilised and has no Service Order. The Execute Campaign wizard does the same for the VINs you tick. Each entry copies the asset, partner account and branch from the member, and the item, item service contract, quantity and mandatory flag from the campaign item.
2. Open. An entry counts as open while Is Executed is cleared and both Executed Under Service Order fields are empty. Only open entries are offered on documents, and only while the entry's campaign is active and inside its start and end dates.
3. On an opportunity. When a new opportunity is created for the asset, the asset's open entries are added to it as lines. Entries from campaigns with Manual Asset Action ticked are skipped. Each line keeps a link to its entry.
4. On a service order. A new service order for the asset that has no lines takes the entry-linked lines from the asset's opportunities. A service order raised from an opportunity carries the links over on its lines.
5. Recorded as done. When the service order is delivered, each campaign line that did its work fills Executed Under Service Order and Executed Under Service Order Line on its entry. When a service order is invoiced, Is Executed is ticked on the entries recorded against it, and on the entries on the opportunity the order was raised from.

From stage 5 on, the entry is no longer offered on new opportunities or service orders for the asset.

Prerequisites

• A campaign of assets, with campaign items and members, that has been run with Asset Maintainance or Execute Campaign.
• Access to the campaign: campaigns ship in the Service Settings App under Service Catalog.
• For entries to reach documents: the campaign is active and inside its dates, and Manual Asset Action is cleared.

Procedure

Step 1 — Find the entries for a campaign

1. Open the campaign from the Service Settings App, under Service Catalog.
2. Select the Asset Maintenance tab. The first list on the tab holds the campaign's asset maintenance entries, and the second holds its leads.
3. Each entry has an automatic name from the asset maintenance numbering series (AM, a date and a six-digit running number). Select a name to open the entry.

The list has no New button. Entries come from the campaign buttons, not from this tab.

Asset maintenance is not in any shipped app's navigation, and the asset record page has no tab for it. To get a list of all entries, or of one asset's entries, ask your administrator to add the entity to an app (see Configuration).

Step 2 — Read an entry

The entry's record page has four panels:

• The first panel: Asset, Item, Quantity and Item Service Contract.
• Service Order Details: Executed Under Service Order, Executed Under Service Order Line, Is Executed and Is Mandatory.
• Campaign Details: Campaign, Campaign Item, Campaign Member and ServiceCampaignBatchInstance.
• System Information: who created and last changed the entry, and when.

The header also shows Partner Account, Branch, Is Executed and Is Mandatory.

Use the panels to read the entry's state:

Either of the last two closes the entry. Because the shipped service order flow invoices before delivery, an entry often shows Executed Under Service Order filled while Is Executed stays cleared. That still means the work is done.

Step 3 — Trace a service order line back to its entry

1. Open the service order and select the line.
2. On the line's record page, open the Details tab and find the Asset & Maintenance panel.
3. Asset Maintenance names the entry the line came from. The Campaign panel shows the campaign and campaign item.

A line you added by hand has no Asset Maintenance value, even if you chose a campaign on it. See Business rules for how delivery still matches it.

Step 4 — Correct or close an entry

Select Edit in the entry's header. The dialog shows Asset, Item, Quantity and Is Executed. You can also change fields in place on the record page with the pencil next to each value.

• To stop an entry being offered (for example, the work was done outside xMatix), tick Is Executed and save. It is no longer added to new opportunities or service orders. Lines already on documents stay where they are.
• To change what is offered, change Item or Quantity before the entry reaches an opportunity. Lines that already exist keep their own copy and do not change.
• To record the order that did the work by hand, fill Executed Under Service Order and Executed Under Service Order Line.

Step 5 — Delete an entry

Select Delete in the entry's header, or on its row in the campaign's Asset Maintenance tab, and confirm. A deleted entry is no longer offered and is not carried onto new service orders, even from opportunity lines that already point to it. Lines already on service orders are not removed.

Fields

Business rules

• One entry per campaign item per member. A campaign with three items and 100 asset members produces 300 entries in one Asset Maintainance run.
• Asset Maintainance does not check for duplicates. Each run adds a new set for every eligible member. It then removes every entry that Execute Campaign created for the campaign, even entries that are already on documents or done. Execute Campaign skips members that already have entries and never removes any. Use one or the other on a campaign, not both.
• Only live campaigns offer work. Opportunities and service orders take an entry only while its campaign is active and today is inside the campaign's start and end dates. When a campaign ends, its open entries stop arriving, including entries that are already on opportunity lines.
• Opportunities take every open entry for the asset. A new opportunity for the asset gets the open entries from all live campaigns with Manual Asset Action cleared, not just one campaign. An entry already on that opportunity is not added again.
• Service orders take entries only from opportunities. A new service order with no lines takes the entry-linked lines from any opportunity of the asset, whatever the opportunity's status. On an existing order, the Populate Asset Maintenance field does the same when it is ticked and saved, but no shipped form shows it. Entries from campaigns with Manual Asset Action ticked never reach an opportunity, so they never reach a service order either. An entry already on the order is not added twice.
• Delivery records the work. Delivery on the service order fills Executed Under Service Order and Executed Under Service Order Line on the entry behind each campaign line that did its work:
  • the line's quantity minus its cancelled quantity must be above zero;
  • for a labour (Work Item) item, the line's work must have ended.

  A line that doesn't meet these leaves its entry open, so the entry is offered on the asset's next order.

  • Hand-added campaign lines are matched. A campaign line with no entry link is matched at delivery to an open entry with the same asset, item and campaign.
  • The first order keeps the entry. Once an entry has a service order, later deliveries and re-saves don't change it.
  • Invoicing ticks Is Executed. Invoice and Selective Invoice tick Is Executed on:
    • every entry already recorded against the order;
    • every entry on the lines of an opportunity whose service order is this order.

    This doesn't check which lines were invoiced. If one opportunity raised several service orders, it names the first, so invoicing the first order ticks every entry on that opportunity, including work that was released to a later order.

    • Members are not updated. Nothing marks the campaign member as utilised when its work is done. See Running campaigns.
    • Campaign lines are never repeat repairs. A service order line made from an entry is never flagged as a repeat repair.

    Example

    A tractor maker runs a recall to replace a hydraulic seal kit. The campaign has one mandatory campaign item, Seal kit HX-40, quantity 1, and 80 asset members.

    1. The service coordinator selects Asset Maintainance on the campaign. 80 entries appear on the Asset Maintenance tab, AM-22102026-000101 onwards, each open.
    2. A customer books tractor TR-5521 in. The advisor creates an opportunity for the asset, and a protected line for the seal kit appears on it.
    3. The advisor raises a service order from the opportunity. The line carries over with its entry link.
    4. The technician fits the kit and the order is invoiced. Is Executed is ticked on the entry, because the entry is on the opportunity the order was raised from.
    5. At Delivery, the entry gets Executed Under Service Order and the line. When the customer books the tractor in again next month, the new opportunity no longer offers the seal kit.

    Training

    Practice exercise

    In a sandbox, create an active asset campaign that runs from today for a month. Give it one campaign item (any part, quantity 1) and one member with an asset, then select Asset Maintainance. Open the Asset Maintenance tab and open the new entry.

    Then create an opportunity for the same asset and check its lines. Finally, tick Is Executed on the entry and create a second opportunity for the asset.

    Expected result: one open entry with the part, quantity 1 and empty Executed Under fields. The first opportunity has a line for the part. The second opportunity has no line for it, because the entry is now closed.

    Quick reference

    • Entries are made by Asset Maintainance or Execute Campaign, one per campaign item per member.
    • Find them on the campaign's Asset Maintenance tab. They are not on the asset.
    • Open means Is Executed cleared and no Executed Under Service Order.
    • Entries reach a service order only through the asset's opportunities.
    • Campaign inactive or out of dates means nothing is offered.
    • Delivery fills Executed Under Service Order. Invoice ticks Is Executed.
    • Tick Is Executed by hand to stop an entry being offered.
    • Don't mix Asset Maintainance and Execute Campaign on one campaign.

    Permissions

    • Seeing and changing entries. The Sales Executive, Sales Manager, Service, Standard User and System Admin profiles have full access to asset maintenance. New, Edit and Delete follow that access. A user whose profile has no access to asset maintenance can't see or change the entries.
    • Who can change whose entries. Each entry has an owner. Other internal users get read-only access by default. They can see the entries, but to change them they need access through the owner's hierarchy, a team or a manual share.
    • Creating entries. That is the campaign's Asset Maintainance button or the Execute Campaign wizard. Both are campaign permissions, covered in Running campaigns.

    Configuration

    • Navigation. Asset maintenance ships in no app. To give planners a full list, add the entity to an app's navigation in Setup → Design Studio → Apps (Manage Items), and grant the app to their profiles. The shipped All Asset Maintenance view shows Name, Asset, Item, Quantity, Is Executed, Created Date and Created By. Add Campaign, Executed Under Service Order or Is Mandatory to it if planners need them.
    • Asset record page. The shipped asset page has no asset maintenance tab. To show an asset's entries there, add a related list for asset maintenance to the asset's record layout. See Design a form layout.
    • Manual Asset Action on the campaign. Cleared (the default): entries are offered on new opportunities and from there on service orders. Ticked: entries reach no document by themselves.
    • Populate Asset Maintenance on the service order. Add this field to your service order form so users can pull campaign work onto an order that already has lines.
    • Numbering. The Asset Maintenance Document Name Setting names entries (series AM, a date and a six-digit counter). Change it in Setup → Feature Hub → Platform → Document Settings. See Email templates and document numbering.
    • Record page buttons. The shipped record header shows Edit and Delete. Clone exists but is not on the header. A clone would copy the entry, so the same work would be offered twice.

    Common problems

    The campaign work did not appear on a new opportunity

    Check the entry and its campaign:

    • The entry is closed: Is Executed is ticked or Executed Under Service Order is filled.
    • The campaign is inactive or outside its dates.
    • The campaign has Manual Asset Action ticked.
    • The entry has no asset (it came from an account campaign).

    Entries are added only when the opportunity is created. An opportunity that existed before the entries does not pick them up.

    The campaign work did not appear on a new service order

    A service order takes campaign work only from the asset's opportunities, and only when it is created with no lines. Create an opportunity for the asset first, or tick Populate Asset Maintenance on the order if your form shows it. See Running campaigns.

    The same campaign work keeps coming back on every order

    The entry was never recorded as done. This happens when:

    • the line's whole quantity was cancelled;
    • a labour line's work never ended before Delivery;
    • the order was not delivered with Delivery.

    Tick Is Executed on the entry to close it.

    An asset has the same work twice

    Asset Maintainance was run more than once, so the asset has two open entries for the same item. Delete the extra entries from the campaign's Asset Maintenance tab before the asset's next opportunity is created.

    Entries made with Execute Campaign disappeared

    Someone selected Asset Maintainance on the campaign, and it removes every entry Execute Campaign created. Run Execute Campaign again for those VINs.

    Work that wasn't done shows Is Executed

    The first service order raised from an opportunity was invoiced, and that ticks every entry on the opportunity, including lines released to a later order. If the work is still due, clear Is Executed on the entry. The later order's Delivery then records it.

    Common questions

    Is Executed or Executed Under Service Order — which one means done?

    Either one. Both stop the entry being offered again. Executed Under Service Order is filled at Delivery and names the order and line that did the work, so it is the better record for a recall report. Is Executed is ticked when an order is invoiced, or by hand. Because the shipped flow invoices before delivery, entries on an order that wasn't raised from an opportunity usually show only Executed Under Service Order. When you report on completed campaign work, count entries where either one is set.

    Can I create an asset maintenance entry by hand?

    Not from the shipped screens: the campaign tab has no New button, and the entity is in no app. Entries are meant to come from a campaign. They need a Campaign to be offered on documents, and the shipped edit form has no campaign field. To add work for one asset, add it as a campaign member and use Execute Campaign for that VIN. Or add the item to the asset's opportunity or service order directly.

    Does the asset record show its campaign work?

    Not in the shipped layout. The asset page has no asset maintenance tab. Use the campaign's Asset Maintenance tab, or ask your administrator to add a related list to the asset layout or the entity to an app.

    What happens to entries when the campaign ends?

    They stay as they are, but open entries stop being offered: new opportunities don't get them, and new service orders don't take them from existing opportunity lines. Extending the campaign's end date makes them available again. Lines already on service orders stay.

    Related topics

    • Running campaigns
    • The service order lifecycle
    • Service order lines
    • Opportunities
    • Asset Maintenance entity reference
    • Asset — entity reference