Automated Complaint Generation from PPM & Checklist Rule Violations

Introduction

We are pleased to introduce a powerful new feature in FacTech CAFM that helps organizations proactively identify and address maintenance issues.

With the Automated Complaint Generation feature, the system can now automatically create a complaint ticket whenever a parameter recorded during a PPM or Checklist activity exceeds its predefined threshold limit.

This ensures that critical issues are identified immediately and assigned for corrective action without any manual intervention.

How Does It Work?

When a technician performs a PPM or Checklist activity and enters parameter readings, the system compares the values against the configured threshold limits.

If any parameter exceeds the acceptable limit:

• A Rule Violation is detected.
• The system automatically generates a complaint ticket.
• The complaint is assigned the configured Severity, Nature, and Sub-Nature.
• The issue becomes visible on the Complaint Dashboard for further action.

This enables faster response times and ensures that potential equipment failures are addressed before they become major problems.

Prerequisite

Before enabling this feature, ensure that Rule Violation thresholds have been configured for the required parameters.

If Rule Violation settings have not yet been configured, please configure them first using the relevant setup guide. Link

How to Enable Automated Complaint Generation?

Step 1: Open the PPM or Checklist Configuration

1. Login to the FacTech CAFM platform.
2. Navigate to Asset & PPM.
3. From the left-side menu, select PM List.
4. Search for the specific PPM or Checklist where you want to enable this feature.

Step 2: Configure Rule Violation Response

1. Open the selected PPM or Checklist.
2. Navigate to the Config tab.
3. Select Rule Violation Response.

Here you can configure:

Email Notifications

Add the email addresses that should receive Rule Violation alerts whenever a threshold breach occurs.

Automatic Complaint Creation

Configure the following complaint details:

• Severity
• Complaint Nature
• Complaint Sub-Nature

These settings will be used automatically whenever a complaint is generated due to a Rule Violation.

Alternative: Configure Default Settings for All PPMs

Instead of configuring each PPM individually, administrators can define default settings that apply across the system.

To configure default settings:

1. Navigate to Setup.
2. Open Settings.
3. Configure the following default values:

• Default Severity
• Default Complaint Nature
• Default Complaint Sub-Nature

Once configured, these values will be used automatically for all Rule Violation-generated complaints unless overridden at the individual PPM level.

Step 3: Start Using the Feature

Once the configuration is complete, the feature is ready to use.

When a PPM or Checklist is generated and completed by a technician:

1. The entered parameter values are validated against configured threshold limits.
2. If a Rule Violation is detected, the system automatically creates a complaint ticket.
3. The complaint becomes available on the Complaint Dashboard.
4. Supervisors can assign the complaint to the appropriate maintenance staff.
5. The assigned staff can investigate, rectify the issue, and close the complaint upon resolution.

Key Benefits

✅ Automatic detection of abnormal readings

✅ Immediate complaint generation without manual effort

✅ Faster response to equipment issues

✅ Improved preventive maintenance effectiveness

✅ Better compliance and audit tracking

✅ Reduced risk of equipment failure

✅ Complete traceability from inspection to resolution

Conclusion

The Automated Complaint Generation feature transforms preventive maintenance into proactive maintenance by ensuring that critical issues are identified and acted upon immediately. By linking Rule Violations directly to complaint management, organizations can improve asset reliability, reduce downtime, and ensure timely corrective action.

Thanks !!