A Users Guide to the Service Request System

The Facilities Management Office’s Service Request System was designed to provide you with a user-friendly mechanism to submit service requests to Facilities Management, Facilities Services, Custodial Services, Environmental Health and Safety, and pest control.  The system allows you to check the status of your requests as they are being worked on, and review labor and materials charges associated with these jobs after they have been completed.

CONTENTS

• Submitting a Service Request

• Checking the status of a Service Request

• Checking the status of a Work Order

• What is the difference between a Service Request and  a Work Order?

• Querying Service Requests for a building in a given date range.

• Querying open Work Orders for a building in a given date range.

• Querying closed Work Orders for a building in a given date range

Submitting a Service Request

To submit a work request click on "Submit a Request" on the left hand side of your screen. The following dialog appears:

Click on the next button    and you will be prompted to select a building from the drop down list. This dialog appears as follows:

In order to activate the building selection list, click on the down arrow to the right of the building selection box and scroll through the list to find the desired building and highlight it by clicking on it. Click the next button   to continue.  At any point in the process you may click on the back button of your browser to clear the form and start over.

You will then be prompted with the Service Request window:

Please enter your Name, Campus Phone extension and  E-mail address.  A good way to move between cells on web forms is to use the TAB key. 

Use the drop down list to select “FMO – Facilities Management” in the Repair Center field.  In the future, the Repair Center field will be used to route requests to different areas.

Next, you will need to select the "Area":

This cell works just like the Building cell. Scroll through the list to find the entry which best describes the location that the work is to be performed. If your room number is not listed, please select the floor the work is to be completed on, and enter additional location information in the description section below.

Next enter your department’s account number. Please note that requests without account numbers will not be processed unless they are for routine maintenance or repair.

The Tag # cell is only needed if you are requesting work be performed on a piece of equipment which we have entered into our equipment and preventative maintenance database.

Next enter your Department name.

Next enter the description of the work you would like to have completed. 

When completed your request should appear as follows:

If you are pleased with you request click on the "submit" button else click on the back button of your browser to modify. When you hit the "submit" button you will see the following:

Please note your request number, as you will need it to check the status of your request in the future. If you miss the request number don’t fret, you will receive an email that will indicate your request number on the subject line.

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Checking the status of a Service Request

To review your request and see if it has been accepted, click on " Work Request" radio button under "Search By Number" on the left hand side of your screen and enter the Work Request Number, which is 2 in following example.

When you click on the next button you will see a screen similar to the one below.

If you have entered an incorrect number, re-enter your request number and try again.

The request query allows you to check on the status of the requests you submit to Facilities Management.  It also will let you see if the request that you have submitted has been rejected. If your request has been rejected, you are encouraged to correct the listed deficiency and resubmit your request.

When our dispatcher has accepted your request, it is assigned a work order number.  If no work order number is shown, check back later as your request has not yet been processed.

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Checking the status of a Work Order

If a work order number is shown, click on it  (in this example FM-2) to review further detail about your request as shown below.

You may also click on " Work Order"  radio button under "Search By Number" on the left hand side of your screen and enter the Work Order Number, which is FM-2 in this example. This is illustrated below.

If you have entered your work order number correctly, you will see a screen similar to the one below. If you have entered an incorrect number, re-enter the number and try again.  The example below represents a work order that was completed on 5/15/98.

The report also provides you with a detailed account of the labor hours expended and materials used on the job by clicking on the "view charges" link located in the upper right corner.

Click "back" in the upper right hand corner to return to the status page. You may print a copy of your requests, work orders and their associated charges by selecting the "print page" link in the upper right hand corner of your screen.

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What is the difference between a Service Request and a Work Order?

A service request is a request that is received by our dispatcher through our WWW interface. Our dispatcher reviews this request to assure that all pertinent information has been provided.   The request is then accepted or rejected based upon this criterion.

If the request is accepted, it is assigned a work order number and dispatched to the appropriate trade for action. Requestor will receive an email notifying him that the request has been accepted.

If the request is rejected, the reason for the rejection is noted on the request so that the requestor will receive notification of this when they query the status of their job. Requestors will receive an email stating the reason the request was rejected.

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Querying Service Requests for a building in a given date range

Click on the Query Request link which is located on the left hand side of your screen. You will be directed to the following dialog box :

Click on the next arrow and you will be directed to the following dialog box :

Please choose the building. Choose the period for which you wish to see the Requests made.You can do so by typing a start date and an end date. In the example above we have illustrated our selections. Please select FMO - Facilities Management from the drop down list in the Repair Ctr. Text Field and click on the next arrow .

Depending upon the period selected you will be directed to the following report :

You can click on the Request # and you will be provided with more details about the Request submitted.

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Querying open Work Orders for a building in a given date range

Click on the Open Work Orders  link which is located on the left hand side of your screen. You will be directed to the following dialog box :

Click on the next arrow and you will be directed to the following dialog box :

Please choose the building. Choose the period for which you wish to see the Open Work Orders.You can do so by typing a start date and an end date. In the example above we have illustrated our selections. Please select FMO - Facilities Management from the drop down list in the Repair Ctr. Text Field and click on the next arrow .
Depending upon the period selected you will be directed to the following report :

You can click on any Work Order Number and you will be provided with more details about the Work Order.

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Querying closed Work Orders for a building in a given date range

Click on the Closed Work Orders link which is located on the left hand side of your screen. You will be directed to the following dialog box

Click on the next arrow and you will be directed to the following dialog box :

Please choose the building . Choose the period for which you wish to see the Closed Work Orders.You can do so by typing a start date and an end date. In the example above we have illustrated our selections. Please select FMO - Facilities Management from the drop down list in the Repair Ctr. Text Field and click on the next arrow .
Depending upon the period selected you will be directed to the following report :

You can click on any Work Order Number and you will be provided with more details about the Work Order.

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