Organizational Policy and Resource Guide

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Work Order Management
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Facilities Management Maintenance Operations and Services

Work Order Management

The purpose of this section is to set forth the policies, responsibilities and procedures for opening, closing, and initiating work orders at Bryant University. This section prescribes the procedures to accomplish these requirements.

 

I. User-initiated Online Work Orders

    • Users will visit the Facilities Management Web site atand select “Work Order Management.”
    • The browser will load the Facilities Management Web site.
    • The user will be prompted to click another link to get to the service window.
    • In the left-hand window of the iService Desk screen, the user will select “submit a work request.”
    • The user will follow the prompts and arrows to submit an online work request.
    • When completed, the system will generate an email to the user on the status of his/her work order at key periods during the process, should the user submit an e-mail address.
    • Online work orders are to be completed in non-emergency situations only.

Emergency Requests

The following items are considered emergencies and should be immediately called in to the Facilities Management Call Center at Ext. 6052:

      • Water Faucets, showers, or toilets that are overflowing and will not shut off
      • Electrical outlets that are sparking or have tripped the circuit breaker
      • No heat in a room or office
      • Vandalism relating to locks
      • Lock-outs
      • Lost access cards and/or Fobs
      • Food-service repair emergencies

II. Facilities Management-initiated Work Orders

Facilities management staff will follow the same guidelines set forth in Section I above.

Should a request come from an end user during the start of non-related repairs, the Facilities Staff member will encourage the user to submit a work request utilizing the aforementioned procedures.

Should a request come from an end user during the commencement of a related repair, the Facilities staff member will note the additional work on his/her work ticket and notify his/her supervisor of the action. Under no circumstances will a Facilities Staff member conduct work without proper authorization and recording of that work on a work ticket.

III. Opening and Closing Work Orders

The work request dispatcher will log onto a computer that has the appropriate maintenance management software installed and will follow the directions prescribed in the manual that is located with the Facilities Coordinator.

III. Reporting Work Orders

All reports that are communicated outside of the Facilities Management Department require the approval of the Director of Facilities or his/her designee.

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