Specialized Maintenance Taskforce with Zia Actions and Workflow

Solution

The organization uses automated workflows to create maintenance tasks from the maintenance ticket. Based on the type of maintenance required, the workflow automatically identifies and generates separate tasks for:

• Engine inspection
• Landing gear inspection
• Fuel system inspection

Each task is automatically assigned to the corresponding specialized team. As technicians complete their work, they update the status of their assigned tasks. The maintenance coordinator can monitor the progress of all maintenance tasks within the same ticket.

Once all maintenance tasks are completed and the Quality Assurance team finishes the final verification, the aircraft maintenance ticket is marked as closed.

Configuration steps

To automate field prediction of maintenance type:

1. Navigate to Setup > Automation > Workflows.
2. Create a workflow for the Aircraft Maintenance department.
3. Click Create Workflow.
   1. • Enter "Predict Maintenance Type" as Rule Name.
   2. • "Enter Automatically predict the Maintenance Type field by analyzing the ticket subject and description when a ticket is created" as Description.
   3. • Select Ticket Create under Execute on.
   4. • Click Next.
   5. • Skip the criteria to ensure that all newly created tickets are analyzed for field prediction.
4. Click + under Actions,
5. Click Field Prediction under Zia Actions.
6. In the Text to analyze field
   1. • "Latest thread content from the ticket: ${tickets.$recentThreadContent}" will be in the Text to analyze field by default.
   2. • Enter "Ticket subject:" and click Insert Placeholder icon ( { } ) and click Subject.
   3. • Enter "Ticket description:" and click Insert Placeholder icon ( { } ) and click Description.
7. Select Maintenance Type in the Field to predict field.
8. Select all the fields
   1. • Scheduled Maintenance
   2. • Preventive Maintenance
   3. • Post-Incident Inspection
   4. • Warranty Repair
   5. • Line Maintenance
   6. • Emergency Maintenance
9. Click Save.
10. Click Save to save the entire workflow rule.

Also Read: How to enable Zia actions in Workflows before beginning.

To configure a workflow that automates task creation

1. Navigate to Setup > Automation > Workflows.
2. Create a workflow for the Aircraft Maintenance department.
3. Enter "Automate Task Creation" as Rule Name
4. Enter "Automatically creates and assigns tasks based on the selected Maintenance Type" as Description.
5. Under Execute on, select Field Update.
6. Choose Status as the field, and then select Any under Execute when __ of the above field is updated.
7. Define the criteria, such as:
   1. • Maintenance Type - is - Scheduled Maintenance.
   2. • Status - is - Awaiting Inspection.
8. Click + under Actions,
9. Click New next to the Tasks.
   1. • Engine Inspection
      1. ➝ Set the task's Subject as "Engine Inspection".
      2. ➝ Set Status as Not Started.
      3. ➝ Set Priority as High.
      4. ➝ Uncheck if the Assign Ticket Owner as Task Owner.
      5. ➝ Select the Engine maintenance Team in Assign To field.
      6. ➝ Set Due Date - After 1 Day from Workflow trigger time.
   2. • Fuel system inspection
      1. ➝ Set the task's Subject as "Fuel system Inspection"
      2. ➝ Set Status as Not Started.
      3. ➝ Set Priority as Normal.
      4. ➝ Uncheck if the Assign Ticket Owner as Task Owner.
      5. ➝ Select the Fuel inspection Team in Assign To field.
      6. ➝ Set Due Date - After 1 Day from Workflow trigger time.
   3. • Landing gear Inspection
      1. ➝ Set the task's Subject as "Landing Gear Inspection"
      2. ➝ Set Status as Not Started.
      3. ➝ Set Priority as Low.
      4. ➝ Uncheck if the Assign Ticket Owner as Task Owner.
      5. ➝ Select the Landing inspection Team in Assign To field.
      6. ➝ Set Due Date - After 1 Day from Workflow trigger time.
10. Click Save.

Also Read: How to add a custom ticket status.