How quickly will a work ticket be synced from VF to the CMMS for creation?
For on-premises integrations, the time to create the ticket in the CMMS is roughly one minute.
For cloud-to-cloud integrations, the time to create the ticket in the CMMS will typically take less than 20 seconds.
This setting is configurable by VF admins, but not user admins.
How frequently is the status of work tickets updated from the CMMS into VF?
For on-premises integrations, this is set to 20 minutes by default. However, during implementation the VF Onboarding Engineer will tune the frequency based on testing results. This process seeks to set the frequency to be as fast as can be supported while optimizing the load on the API to mitigate any negative effects.
For cloud-to-cloud integrations, the frequency is as fast as the API will allow. Typically, ticket status will update every couple of minutes.
In both cases, VF will optimize the frequency based upon any API rate limits that are in place. Additionally, all frequencies are approximate as there are other factors that affect the timing of these processes.
This setting is configurable by VF admins, but not user admins.
How does VF handle creating work tickets and updating the status of existing tickets at the same time?
VF will always prioritize the creation of new work tickets in the CMMS over status updates to ensure expedient critical alarm response times. This may cause the status update process to be deferred slightly while work tickets are being synced to the CMMS for creation.
How far in the past will VF update tickets from the CMMS?
This setting is configurable by the VF team. By default, VF will not update tickets older than 3 months. In most cases, it is not advisable to go further back than 3 months because it can have an adverse effect on the performance of the update process.
This setting is configurable by VF admins, but not user admins. Speak with your CS representative if you have further questions about this.
Can the default Work Objective be changed from "Resolve" to something else?
Yes! There is a lot of flexibility with what text can be set by default. Certain template variables can even be used to create highly customized objectives. However, this configuration is not accessible to user admins. Speak to your CS representative to update the default objective.
Note: The default Work Objective is a global configuration. If you desire to change the objectives for specific work tickets or within automation rules, this is completely within your control without changing the default objective. When you make these changes, they override the default objective for those specific tickets.
Can more than one CMMS be integrated for a client account?
Yes! We do support multiple CMMS integrations for a single client. However, a contract modification will likely be needed and additional implementation fees may apply. Please speak with your CS representative for more information.