Service Execution: from Alert to Resolution
Follow a service issue from the moment an IoT alert or operator request creates a pending item, through work order creation and technician assignment, to task completion and optional campaign coordination.
Overview
Service execution in PTC Orbit connects three modules in a single flow: pending items capture issues, work orders track the response, and campaigns coordinate repeatable service actions at scale. Whether a temperature sensor triggers an IoT alert or an operator submits a manual request, the path from detection to resolution follows the same pattern.
Workflow Stages
1. Alert or request detection. An IoT alert (for example,
High Sealing Bar Temperature) or an operator request (for example,
Inspect Connection) generates a pending item. Each entry captures the item type, priority, associated asset, creation date, and current status. For details, see
Pending Items.
2. Triage and prioritization. An end user reviews the Pending Items page, filters by priority or asset, and assesses which items warrant immediate action. Column filters and Admin Presets help narrow the list to the most urgent entries.
3. Work order creation. When a pending item requires a service response, the user creates a work order directly from the pending item record. The work order inherits the asset, priority, and description from the source item. For the procedure, see
Creating Work Order for a Pending Item.
4. Technician assignment and tracking. The
Work Order page displays all open tasks in a filterable list. Sort by assigned technician, status, or scheduled time to monitor progress. Apply
Admin Presets such as
Open and Unscheduled Work Orders for quick access to unassigned tasks. For details, see
Work Orders.
5. Campaign coordination (optional). When multiple assets require the same type of service, a
Service Campaign standardizes the work order type, purpose of visit, priority, and duration, then generates work orders across targeted assets automatically. Revenue campaigns follow the same pattern for sales-oriented activities. For details, see
Campaigns.
6. Resolution and closure. The technician completes the service task and updates the work order status. Completed work orders appear under the Completed Work Orders Over Last 30 Days preset for post-service review and trend analysis.
Personas Involved
• End user: triages pending items, creates work orders, manages campaigns, and monitors resolution.
• Administrator: configures Admin Presets and list view filters that streamline triage.
What To Do Next