Below are some common questions we receive about MaintenanceDirect. Click on the questions for more information, troubleshooting instructions, and best practices. You can also view a glossary of terms commonly used throughout MaintenanceDirect.
User Email FAQs
Yes, click here to view the email addresses and IP ranges that need to be whitelisted.
The following scenarios are the most common reasons why users might not be receiving their emails:
- The Manage Email Notifications page is not set up for the user role. This can be resolved by clicking on the Account Setup tab, and then on Manage Email Notifications. On this page, you can select the email notifications that are sent to every user role.
- The user may have turned off the Receive Email Notifications option under their account settings. This can be turned on by clicking the Account Setup tab and then click Users and select the person’s name from the list. On the participant information screen, you will see a Receive Email Notification check box under the email address. Check this box for the user to receive notifications.
- The last thing you may need to troubleshoot is the Message Center on a work order. This section of the work order lists all of the email notifications that have been sent to your users automatically from our servers. You can see if the emails have been sent from our servers but not reached the users. This way you can determine if the issue may be that the email was caught in a junk mail or spam folder.
If investigating these options does not resolve the issue, please contact support for further assistance.
This Requester probably has a Location assigned to his/her profile. When a Location has been assigned to a Requester, this makes them a “Power Requester” that can view and receive emails for all requests at those assigned locations. Most Requesters only need to see the requests that they have entered into the system themselves. To fix this:
- Go to the user list under Account Setup.
- Click on the user’s name to pull up their profile.
- Hover over the Shortcuts menu and select Assigned Locations or click the Save/Next Step button until you get to the Assigned Locations page
- Uncheck any Locations that have been assigned to the user and click Next Step to save.
Work Order FAQs
Work orders in MaintenanceDirect can only be assigned to one person; however labor hours can be documented on the work order for multiple employees. The best recommendation would be to assign the work order to the Technician who will be taking the lead on the request. You can then use the Message Center to notify other Technicians who need to assist on this work order. When the work has been completed, each Technician will be able to access the work order to document their time contribution.
Yes! You can set up your account so that labor hours must be added to a work order before a Technician is able to mark it complete or closed. To do this:
- Click on the Account Setup tab.
- Hover over the Shortcuts menu and click on Role Setup.
- Select Technician in the role drop down box and click Submit.
- Put a check mark in the box next to Yes, require technician to enter labor before making work request as closed or complete?
- Click Save.
The ability to view employee labor rates is based on the role given to the user in MaintenanceDirect. Each role has the following access:
- Administrator - Can see any employee labor rate and enter labor for any employee.
- Supervisor I - Can see any employee labor rate and enter labor for any employee.
- Clerk I - Can see any employee labor rate and enter labor for any employee.
- Supervisor II - By default, Supervisor II's can see labor rates and enter labor only for employees that are assigned to the Supervisor II. You can change this in the role setup options to allow Supervisor II's to see any employee labor rate and enter labor for any employee if needed.
- Technician - Can only see their own labor rate and can only enter their own labor. *Note: For work orders that have multiple Technicians recording their labor hours on the work order, the labor rates and costs for other employees will be hidden to the Technician.
- Requester - Cannot see any employee labor rates and cannot enter any transactions.
- Site Administrator I - Cannot see any employee labor rates and cannot enter any transactions.
If you do not want to enter the exact hourly rates for each of your users, a good best practice is to put in an average rate for them so that you will still be able to calculate labor costs.
Absolutely! When viewing the long form of a work order hover your mouse over the Shortcuts menu and select Print Details. This will create a printable version of the work order with all notes, transactions, and even email messages included on the print out.
You sure can! There are three different work order forms to choose from in MaintenanceDirect. To select a work order form:
- Click on the Account Setup tab.
- Click on Account Information.
- You can choose one of the three options for the Print Work Order Form setting. *Note: Once there is a work order in the account, you can preview the forms by clicking the Preview link.
The days aged for a work order is calculated by comparing the Creation Date of the work order to the Actual Completion Date of the work order. In MaintenanceDirect, only the Complete and Closed statuses will automatically fill in the Actual Completion Date field on the work order stopping the aging of the work order. You can also manually enter a completion date into the Actual Completion Date field to stop the aging of a work order.
Some organizations choose to use both statuses to designate different stages in the work order process and some organizations choose to only use one.
- Complete – the Complete status can indicate that the work has been done, but the clerical information, such as labor and purchase transactions or notes still need to be added to the work order.
- Closed – the Closed status indicates that the work has been done and all clerical information has been added. Once a work order has been marked Closed, certain information like transactions can no longer be added. If needed, you can move the work order back to Complete status to add transactions, then move it back to Closed.
For more information on statuses in MaintenanceDirect and what they mean, click here.
Yes! Using the Batch Close feature, you can close multiple work orders at the same time. For more information about Batch Closing, click here.
No, the Deferred status is informational only and useful when pulling reports, but it does not trigger reminders. An excellent solution if you need this functionality is to leverage the Journal Note section of the work order. You can create a Journal Note to remind yourself of the task, enter your email address, and then set a reminder date for the Journal Note to be emailed to you.
Once a Location has been selected on a work order, you will not be able to disable or delete it. Best practice is to change the name of the Location to include "ZZ Do Not Use" at the beginning of the name. This will move it down to the bottom of the list and will indicate to your users that they should not select this location. To edit the name of a Location:
- Click on the Home tab.
- Under the Information & Analysis section, click on Locations.
- Find and click on the name of the location you want to rename.
- In the Location Description field, add ZZ Do Not Use in front of the existing Location name, then click Add/Update record to save your changes.
Most likely, there is a pop-up blocker on your browser that is preventing the report window from opening on your screen. Check with your IT Department for assistance in resolving this issue.
Absolutely! The Saved Action feature in MaintenanceDirect can help with this. You can save Work Order reports, Transaction reports, and any Advanced Search that you run on a regular basis. You can even schedule it to run for you and email you the results. Click here to learn more about creating Saved Actions.
We recommend following our troubleshooting guidelines if you are experiencing slow performance.