Skip to main content
Unlisted page
This page is unlisted. Search engines will not index it, and only users having a direct link can access it.

Request Troubleshooting for Operators

availability

Available for Premium and Enterprise plans. Operator users can access request troubleshooting in the MaintainX® mobile application. Administrators can configure request troubleshooting from the settings in the MaintainX web application.

The MaintainX mobile application provides AI troubleshooting features for Operators who create work requests for maintenance teams. When an Operator reports a problem with an asset, MaintainX Assist asks questions about the asset and suggests simple checks or small repairs that the Operator can perform before sending a request to the maintenance team.

If the Operator is able to fix the issue, they don't need to submit the request at all. If they aren't, MaintainX adds details about what the Operator saw and tried to the request, so maintenance technicians have the information they need to start work.

note

Request troubleshooting is only available to Operators. It isn't available to Full Users, Administrators, or Requesters. Administrators can configure request troubleshooting to control the type of assistance MaintainX Assist provides.

Benefits of Request Troubleshooting​

  • Fewer unnecessary requests: Operators can resolve simple issues, such as a stoppage cleared by a restart, without involving your maintenance team.
  • More useful requests: Every request includes the symptoms, inspection findings, and steps the Operator already tried, which reduces back-and-forth before work starts.
  • Control over what Operators are asked to do: If safety rules, union agreements, or skill levels mean Operators shouldn't touch equipment, you can block hands-on steps for your whole organization or for specific assets.

Request Troubleshooting Flow​

Request troubleshooting opens when an Operator selects Submit a Request from the Operator Overview screen in the MaintainX mobile application.

  1. The Operator describes the issue by doing one of the following:

    • Typing a description of the issue.
    • Recording a voice description of the issue. Voice descriptions are transcribed automatically.
    • Taking and uploading a photo. Photos are added to the chat, and to the work request if one is created.

  2. MaintainX Assist asks questions, one at a time, until it reaches the built-in maximum number. The Operator selects an answer for each question from a short list or types a response.

    Depending on how request troubleshooting is set up for your organization, MaintainX Assist might ask the Operator to perform specific actions. For details, see Set Up Request Troubleshooting.

    If MaintainX Assist asks the Operator to perform an action that they aren't comfortable with, they can opt out by selecting I don't feel safe doing this.

  3. The conversation ends in one of two ways:

    • Resolved: The Operator confirms the issue is fixed, and no request is created.

    • Request draft: If the Operator can't resolve the issue, or reaches the maximum number of questions, MaintainX Assist prepares a work request for the Operator to review, edit, and submit to the maintenance team.

      The request includes details surfaced in the chat such as the likely cause of the issue, and what the Operator has already ruled out.

What Operators Can Skip​

The Operator doesn't have to finish the conversation. At any point, they can:

  • Skip a single question.
  • Skip troubleshooting and go straight to a prefilled request form.
  • Stop MaintainX Assist while it's responding.
  • Close the conversation.

Where MaintainX Assist Gets Troubleshooting Information​

MaintainX Assist uses the following sources to generate questions and recommended actions, in this order:

  • Manuals: The PDF manuals attached to the asset or its parent assets.
  • Work orders: The asset's most recent completed work orders. Used if no manuals are available, or available manuals don't have any information about the reported issue. MaintainX Assist uses up to the six most recent completed work orders on that asset.
  • General questions: A set of general troubleshooting questions that apply to most assets and problems. Used if the manuals and work order history don't have enough information to troubleshoot the issue.

MaintainX Assist also uses information in the asset record, such as the asset's criticality.

note

MaintainX Assist can make mistakes. It only gives guidance and prepares a draft. It can't create, edit, or submit anything in MaintainX. The Operator always reviews and submits the request.

Managing Operator Troubleshooting Requests​

Requests created for Operators by MaintainX Assist appear in the Requests module like any other work request. You can review, approve, or decline them the same way. For more information, see Approve or Decline Work Requests.

Set Up Request Troubleshooting​

Request troubleshooting settings apply to your whole organization. You can't set them for individual roles, users, locations, or teams. Settings changes apply to new conversations. Conversations already in progress aren't affected.

  1. From the sidebar, select Settings > Features.

  2. Navigate to Operator Assistance and select Set Preferences.

  3. Select from the following options:

    SettingDescription
    AI TroubleshootingTurns request troubleshooting on or off for your organization. When it's off, Operators don't enter the conversation. They submit requests the way they did before.
    Ask for more informationMaintainX Assist will ask clarifying questions to help understand the issue.

    You can't toggle this option off.
    Ask the Operator to inspect the assetMaintainX Assist will ask the Operator to perform an inspection check on the asset to look at something without changing it.

    You can't toggle this option off.
    Suggest small repairs the Operator can performToggle on to have MaintainX Assist ask the Operator to do minor repairs themselves before creating a request.
    Don’t suggest repairs for these assets:When Suggest small repairs the Operator can perform is on, MaintainX Assist won't ask Operators to repair assets you add to this list.

    Use this list for equipment that Operators shouldn't attempt to repair themselves, such as machines with safety lockout requirements. Adding a parent asset doesn't add its child assets automatically. You have to add each child asset explicitly.

  4. Save your changes.

Prepare Your Assets for Successful Troubleshooting​

The quality of MaintainX Assist's questions depends on the information available for your assets. To get the best results:

  • Make sure your assets have manuals attached to them. For more information, see Manage Asset Manuals with MaintainX Assist.
  • Write detailed work order completion notes. MaintainX Assist uses work orders along with asset manuals to determine which troubleshooting questions to ask. The work order summary feature is useful for ensuring detailed notes. For more information, see Work Order Summary.
  • Keep asset records complete and up to date. Details such as the asset's criticality help MaintainX Assist ask better questions and suggest a more fitting priority. For more information, see Edit an Asset.

Limitations​

  • Request troubleshooting is only available in the MaintainX mobile application, and only when the device is online. Operators can't use troubleshooting in offline mode.

    In offline mode, the Skip troubleshooting option is always available, and operators can submit a regular request without going through the troubleshooting step.

  • Each conversation covers one asset and one issue. To report a second issue, the Operator starts a new help session.

  • Operators can't resume a conversation after closing it or leaving the screen, and they can't view past conversations.

  • You can't configure which specific questions MaintainX Assist asks.

  • MaintainX Assist replies in the language the Operator uses in the chat. When in doubt, it falls back to the display language configured in their profile (see Change the Display Language).