Maximo 7.5 Service Request Workflow Unit Facility Reps. A. Approving Service Requests submitted for your facility

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1 Contents A. Approving Service Requests submitted for your facility... 1 B. Creating new Service Requests in Maximo... 3 C. Reviewing open Service Requests for your facility(s)... 3 D. Service Groups and Classifications... 4 E. Reclassifying Service Requests... 4 F. Services ) Services in the FSRMS Service Group (SRs classified as RMS being sent to FS):...5 2) Services in the (unit s) Service Group (SRs classified as RMS being routed internally):...6 3) Services in the FSEST Service Group (SRs classified as Estimate being sent to FS):...6 4) Services in the FSPROJ Service Group (SRs classified as Project being sent to FS):...6 G. GL Account on Service Requests ) FS Maintenance Accounts...7 2) Customer accounts:...8 3) Object Codes...8 H. Workflowing service requests to Facilities Services... 9 I. Routing a SR to a UFR for a different facility... 9 J. Issuing SRs Internally (workflowing service requests to your unit) K. When a SR has been routed internally and needs more work from FS L. Notifications M. Communication Template N. Statuses of Service Requests and Work Orders O. Notification of a change in Unit Facility Representative(s) P. Maximo Helpdesk A. Approving Service Requests submitted for your facility 1. Receive notification indicating a new service request (SR) has been submitted 2. Log into Maximo with your Cornell NetID and password (a link is in the . Or, you can log in from the Maximo website: 3. Review the queue on your Start Center of SRs Awaiting Workflow" 4. Click on the SR # to view details about the SR. 5. Review the information on the SR (items with an asterisk* are required on the SR web form). a. Reported By* b. Summary* (summary of request) c. Details (additional details about the request) d. Classification* (see sections D & E for more information.) e. Facility code* f. Priority all requests that come in from the web form will be a 30. SR Workflow UFRs Page 1 of 12 5/7/14

2 i. If you determine the request is an emergency, the priority can be changed to a 40 or 50. Important: If you change the priority to a 40 or 50: when sending to FS, you must call to FS Customer Service. g. Room number (can be used to identify the location of the request or issue) h. GL Account (see section G for more information) 6. Determine appropriate action: Cancel, Route internally, or Send to Facilities Services. If you intend to send the service request to FS, the following fields/information are required: a. Summary (edit or add more information to clarify the request if necessary) b. Service Group (see sections D & E for more information) c. Service (see section F for definitions and examples) d. GL Account (see section G for more information) 7. Click the Save button. 8. Click the workflow button and choose where to send the request (see section H for more info). SR Workflow UFRs Page 2 of 12 5/7/14

3 B. Creating new Service Requests in Maximo 1. Log into Maximo with your Cornell NetID and password. a. You can log in from the Maximo website: 2. On the top left of the Start Center, click the New Service Request lnk. (Or, go to the Service Request application and click the New button.) 3. Fill out the following fields (fields required if sending to FS are marked with an asterisk*): a. Reported By* your NetID, then click Tab key on keyboard b. Affected Person if applicable, type NetID of other person affected c. Summary* the summary of request d. Details if necessary, type more details here e. Classification* (see sections D & E for more information). f. Service Group* (see section D for more information) g. Service* (see section F for more information) h. Priority* i. Facility Code* j. Location k. GL Account* (see section G for more information) 4. If the Location or Asset number are entered, and a GL account exists on them in Maximo, the GL account will automatically populate. 5. Once all of the information is entered, click the Save button. 6. Click the Workflow button. Choose where to send it. If sending to Facilities Services, choose where to send the request. (see section H for more information) Note: As a UFR, if you create a new service request on the FS website, you will get an notification, and will need to log into Maximo, fill out additional information, and workflow the SR. C. Reviewing open Service Requests for your facility(s) 1. The second queue on your start center displays Open SR s in My Facilities that are the status of Queued, Pending or In Progress. More information on statuses is in section L. a. To filter a certain column, type the value in the box at the top of the column and hit enter b. To sort a column ascending or descending, click on the column name. c. To open up the service request to view more information, click on the SR #. d. To go to the same result set in service request application in Maximo from the start center, click the button above the query. SR Workflow UFRs Page 3 of 12 5/7/14

4 Filtering: To find SRs containing the word light in the Summary field, type light in this box and click Enter on your keyboard. Sorting: To sort on a column, click the column name. 2. The FS website can also be used to review service requests for facilities which you are a UFR for. a. Go to and click Search for Service Requests. D. Service Groups and Classifications Service groups depend on the classification of the request and where it will be sent. Service Group SR classification Being sent to FSRMS Repair, Maintenance, Service (RMS) Facilities Services (Zones, R5, Grounds) FSEST Estimate Facilities Services (Projects) FSPROJ Project Facilities Services (Projects or Engineering) (unit)* Repair, Maintenance, Service (RMS) Internally * The Service Groups currently available for routing internally (unit) are SAS, CHE, and MMGMT. More can be added as needed. E. Reclassifying Service Requests If it is determined that a SR should have a different classification, do the following: 1. In the Classification field, type in the new classification, then click tab. (Or, use the arrows to the right of the field to select the new classification click on the blue box to select it). a. As soon the Classification field is updated, the Class Description field and the Service Group field will automatically update. 2. In the Service field, type or select a Service based on the new Service Group. 3. Click the Workflow button. Choose the Re Classify option that pertains to the new classification you just typed in. Click OK. 4. When the SR is ready to route, click the Workflow button again and choose where to route it to. (Note: if the SR is classified as an Estimate, when clicking the workflow button, it will automatically go to the FS Projects Hub for review.) F. Services Services are used to categorize the type of work related to the service request, for reporting purposes. The primary purpose of the service is for reporting. If a UFR chooses a service, and when it arrives at FS and it is determined it should be re categorized, it can be changed. SR Workflow UFRs Page 4 of 12 5/7/14

5 1) Services in the FSRMS Service Group (SRs classified as RMS being sent to FS): These SRs can be workflowed to the Zones, Grounds, or R5. Service Building Potable Water Building Power Building Drains Central Energy Plants Cleaning Chilled Water Distribution Electrical Distribution Elevator Service Event Services Fire Alarms, Detections, Suppression Furniture, Fixtures, Equipment Gas Distribution Hardscaping Hazardous Materials Heating, Ventilation, Air Conditioning Interior Finish Landscaping Lighting Masonry Meters Painting Pest Control Potable Water Distribution R5 Operations Regulatory Compliance Roofs Sanitary Collection Storm Collection Security, Doors, Hardware Specialty Process Services Steam Distribution Structural Repairs Turnover Windows Definition / Examples Anything past the first meter inside the building that involves potable water (hot & cold) Electrical supply past the service entrance disconnect Storm & sanitary within the building footprint Housekeeping; maintaining the cleanliness of the facility Supply & return distribution system up until the first valves into the building Electrical supply up to and including the service entrance disconnect of the building Includes setting up temporary furniture, tents, trash cans Includes sprinkles, fire pumps, annunciator, strobes, smoke, fire heads, fire dampers Includes tables & chairs, partitions, whiteboards, audio/visual equipment, wall hangings Supply of flammable gas up to and including the meter inside the building Includes concrete, asphalt, walkways, curbs Includes building chillers, building boilers, air handlers, fans, ductwork, controls Includes walls, ceilings, floors (does not include paint) Planting shrubs, flowers, beautification projects Any illumination device inside or outside a building Includes interior and exterior of buildings Any utility meter (does not include meters for monitoring) Includes interior and exterior painting Up to and including the meter inside the building Waste removal, receiving, and storage Time sensitive work related to an authority having jurisdiction Sanitary collection outside the building walls Storm collection outside the building walls Includes locks, keys, card access, security or surveillance system Quality water, lab air, lab gas, vacuum, process chill water, process steam, specialty electrical Includes steam supply and condensate return up to first valve Repairs to the structural components of a facility or bridge Graduate housing apartment preparation for incoming residents who have new lease agreements with Housing (SAS only). Includes windows, light tubes, & skylights SR Workflow UFRs Page 5 of 12 5/7/14

6 2) Services in the (unit s) Service Group (SRs classified as RMS being routed internally): These services are specific to the unit it is being routed to. Once the Service Group is chosen, a list of services will be available that pertain to that Service Group. For example, when the Service Group SAS is chosen, the choices for Services are Furniture Repair, Signage, Plumbing, Electrical, and Keys/Card Access. The list of services for each Service Group can be modified. If a service is not available that you would like added, please submit a Computer Help Request: 3) Services in the FSEST Service Group (SRs classified as Estimate being sent to FS): These SRs can be workflowed to FS Projects Group only. Service Budget Estimate Detailed Estimate Definition / Examples No fee, time and material estimate only, estimate is plus or minus 25% accuracy A fee and requires an account number, estimate is a fixed cost number 4) Services in the FSPROJ Service Group (SRs classified as Project being sent to FS): These SRs can be workflowed to FS Projects or FS Engineering. Services for SRs being sent to FS Projects Service Asbestos Commencement Construction Glass Job Order Contract Locks Millwork Moving Project Reunion Signage Special Events Definition / Examples Surveys, design, monitoring/ abatement Staging, electrical, tents, activities to support commencement activities Paint, Mason, Sheet Metal, Plumbing, Electric, Carpenter, Scaffolding Glazing, doors and windows, display glass, replacement glass Project Services Group door hardware and keying systems shelving, cabinets, counters, furniture, shipping crates Office relocations, lab set ups and tear downs, transport services, equipment moves, fork truck services Project Services Group Staging, electrical, tents, activities to support reunion activities Signs, banners, plaques, room signage Staging, electrical, tents, events that are not reunion or commencement Services for SRs being sent to FS Engineering Service Assessment Design Design Review Program Management Project Management Standards Definition / Examples Preliminary evaluation of the scale and scope of a project Production of a schematic design report or construction documents Review of designs by consultants for conformance with Cornell Design On going stewardship management of systems and assets Management of specific Capital Projects for which a PAR is required Maintenance of the Cornell Design and Construction Standards SR Workflow UFRs Page 6 of 12 5/7/14

7 G. GL Account on Service Requests Maximo 7.5 It is the Unit Facility Representative s responsibility to verify or populate the GL account number on the SR. The GL account string can either be manually typed in, or selected using the GL Account Builder (by clicking on the magnifying glass to the right of the GL Account field). The request will be either be billed to a customer account or a FS maintenance account. The account string must consist of at least the Chart Account????? Object Code combination. For example: IT ????? ) FS Maintenance Accounts Work covered If the request is covered under Facilities Services maintenance budget, the FS Maintenance account will be entered on the SR. Work supported by the maintenance budget is in general, preventative and corrective maintenance done on equipment that is part of a system in a building, or on an asset attached to a building. Refer to the list of FS maintenance account numbers in the box to the right. Some examples are. Plumbing in rest room, AC units not working or are too hot or too cold (window AC units are not covered), blinds, blackboards, chairs in classrooms and auditorium (not offices), lighting, roofs, animal rooms regardless of what it is, labs, electrical outlets, exterior door card access, broken locks. Facilities Management account numbers and object codes for work covered by maintenance SAS Corrective R663822????? 6460 Endowed Corrective R663819????? 6460 Zone Preventive R663822????? 6440 Zone Preventive R663819????? 6440 Planned R663823????? Planned R663820????? 6450 (Including: Willard Straight, Child Care Center) (Including: Myron Taylor, Sage Hall, Snee Hall, Duffield Hall, Wilson Trailer, Milstein, Biotech, Humphreys). ECRF, CCC, Caldwell are funded by Planned Maintenance from EN. Most SUNY Owned Facilities Contract Corrective ????? 6460 BTI Corrective ????? 6460 College Preventive ????? 6440 Preventive ????? 6440 Zone Planned ????? 6450 Planned ????? 6480 Non SUNY Owned Facilites Corrective ????? 6460 Barton Corrective ????? 6460 Preventive ????? 6440 Preventive ????? 6440 Planned ????? 6450 Planned ????? 6450 (Including: ECRF, CCC, Caldwell, Corrective and Preventive only from Non SUNY.) Animal Health & Diagnostics, Baker Institute. Bailey Corrective ????? 6460 Bailey Preventive ????? 6440 Preventive ????? 6440 Plaza Corrective ????? 6460 Planned ????? 6450 Grounds R633701????? 6490 SR Workflow UFRs Page 7 of 12 5/7/14

8 2) Customer accounts: Work covered All work that is not covered by Facilities Services maintenance account will be charged to a customer account. Note: If the customer did not provide a GL account or you need to verify the account is correct, please work with the customer or the unit s financial representative. Some examples are Items on a wall (with the exception of classrooms), locks for a standalone system (such as an interior door), changing locks, painting a room a color other than the typical color, office moves 3) Object Codes Although there is a large number of object codes available in Maximo, only interdepartmental object codes should be used on service requests. For all SRs please use any of the following object codes: Object Codes to use on Service Requests 6440 Interdept Maint Prevent Facilities 6450 Interdept Maint Planned Facilities 6460 Interdept Maint Routine (Corrective) Facilities 6470 Interdept Maint Prevent Equipment 6480 Interdept Maint Planned Equipment 6486 Interdept Maint Corrective Equipment 6490 Interdept Maintenance Grounds 6725 Interdept Services If a SWO (Job number) from the previous version of Maximo is known, and the account number associated with the SWO should be used, a spreadsheet called Job Number/Account Number map is available on the SR screen, under the GL Account field. If the SWO did not have one of the above object codes on it, it should be replaced with one of the above. Note: CORNELL must be populated in the Organization field in the GL Account Builder. If the field is showing an error, and the GL Account is in the correct format and a valid account, click on the magnifying glass to the right of the GL Account field. Verify that CORNELL is populated in the Organization field on the top right. You can type it in if it is not there. SR Workflow UFRs Page 8 of 12 5/7/14

9 H. Workflowing service requests to Facilities Services For priority 30 SRs classified as Repair, Maintenance, Service (RMS), you will have the option of sending to the Central Zone, Contract Colleges Zone, Endowed Zone, SAS Zone, Grounds, or R5. The majority of RMS SRs should be workflowed directly to the zone in which the facility belongs. There are a few exceptions: If known, SRs related to the following should be routed to the Central Zone. If not known, the SR will be rerouted to the appropriate zone once the SR is in FS. Fire Alarms Line Crew Roofs Sprinklers Boiler repair Steam infrastructure repairs Control management systems programming SRs with a service R5 Operations should be routed to R5 SRs with a service Landscaping should be routed to Grounds SRs for table and chair rentals or delivery should be routed to the Endowed Zone, regardless of the facility. The description in the SR should be clear as to the type of services being requested and the room/location. SRs with a service type of Elevator Service or Pest Control should be made a priority 40 so that they will be sent directly to FS Customer Service. (Note: all SRs of priority 40 or 50 will go directly to FS Customer Service, and the UFR must follow up with a phone call to Customer Service at I. Routing a SR to a UFR for a different facility If the SR was inadvertently created with an incorrect facility code and should be reviewed and workflowed by another UFR, do the following: 1. On the SR, clear both the Facility Code field and the Location field. 2. In the Facility Code field, type the new facility code and click tab. The Location will automatically update to be the same as the new facility code. 3. Click the Workflow button. Choose Re Route to Proper Facility. Click OK. SR Workflow UFRs Page 9 of 12 5/7/14

10 J. Issuing SRs Internally (workflowing service requests to your unit) Service requests can be issued internally for SRs in which the work can be accomplished within the facility. These SRs cannot have a FS Service Group (such as FSRMS, FSEST, or FSPROJ). 1. First, select the service group that pertains to your unit, then click the workflow button, and choose Issue Internally. 2. Once the SR has been issued, the following happens: a. The Owner Group on the SR updates to UNIT. b. The Status becomes PENDING. c. On the Related Records tab, a work order is created. 3. Fill in the following fields on the work order: a. Work Type. Click the magnifying glass to choose a work type. b. Type UNIT in the Work Group field. c. Leave the Crew field blank (this is used in FS). 4. Click the Save button 5. To create assignments on the work order, click the gray arrows to the right of the work order, and click Go To Work Order Tracking. Here, you will see more fields on the work order, including the ones you populated. a. Click the Assignments tab. b. Click New Row i. In the Labor field, type the NetID of the person to assign (type NetID in ALL CAPS), and click the Tab key on your keyboard. ii. OR, click on the arrows to the right of the field and click Select Value to select a NetID. c. Click the Save button at the top of the page. d. To complete the assignment, click the Complete Assignment button. This will put the assignment in Complete status. Once all assignments on a work order are in the status Complete, the work order will change to Complete status, and the service request will change to Resolved status. SRs that are issued internally will also appear in the queries on your Start Center. For example, once you issue it internally, it will appear in the Open SR s in My Facilities query (until the SR is Resolved.) K. When a SR has been routed internally and needs more work from FS If a SR is done internally, and it is determined that more work is needed from Facilities Services, the internallyrouted SR cannot be re routed to Facilities Services. Instead, the Maximo UFR should create a new SR in Maximo and send it to Facilities Services. The two SRs can be linked in Maximo, or the other SR number can be referenced in the Summary, Details, or User Defined fields. To link service requests: 1. On the Related Records tab, under "Related Service Requests", click "Select Ticket". 2. If needed, click the "Filter" button 3. Type the SR # in the first box and click enter. 4. Or, search for the name in the description field. Select the checkbox next to the SR #. Click "OK" 5. Click the "Save" button SR Workflow UFRs Page 10 of 12 5/7/14

11 L. Notifications Maximo 7.5 Automatic notifications are sent at various stages of the service request workflow. The Customer will receive an when: The SR is created If the SR is cancelled by the UFR If the SR is cancelled by Customer Service Work on the SR begins Work on the SR completes M. Communication Template The UFR will receive an when: The SR is created If SR is cancelled by Customer Service If SR is re routed/re classified Work on the SR begins Work on the SR completes Communications ( s) can sent directly from the servicer request in Maximo. These can be useful if the service request information needs to be provided to a non Maximo user. A scenario where this can be used is when a UFR needs to verify or obtain the GL account number for a request. Instead of using Outlook and typing all of the SR information in the , the following can be done right from Maximo: 1. In the SR application, click Select Action Create Communication 2. In the Template field, type SR. This will populate SR information into the body of the . You also have the ability to type additional information there. 3. Type the address of who you will send it to. Click Send. 4. Note: these communications are also logged in Maximo. To view the logs, go the Log tab, then click on the Communication Log tab. N. Statuses of Service Requests and Work Orders When reviewing services requests for your facilities, statuses will indicate the stage of the workflow. Service Request statuses Work Order statuses NEW SR has been created as is awaiting review/action QUEUED SR has been queued for review in Facilities Services PENDING SR has been acknowledged by the unit which will be responsible for the work APPR WO has been authorized and is available for assignments and transactions and is awaiting initiation. INPROG Scope of work referenced on the SR has been initiated INPRG Scope of work referenced on the work order has been initiated RESOLVED All work on the SR has been completed COMP Activity on the WO has been completed. WO will still accept transactions for 90 days after completion date for billing purposes CLOSED SR is permanently in a historical state CLOSE WO is permanently in a historical state CANCELLED SR has been declined and is permanently in a historical state CAN WO has been declined and is permanently in a historical state NOT PERF Work was scheduled to be performed but was not executed. WO is permanently in a historical state SR Workflow UFRs Page 11 of 12 5/7/14

12 O. Notification of a change in Unit Facility Representative(s) If a primary and/or alternate Unit Facility Representative need to be changed in the Maximo system, please notify the Maximo Helpdesk (FS Customer Service) at P. Maximo Helpdesk The Maximo Helpdesk is a function of Facilities Services Customer Service, and is a first stop to assist Maximo users with questions about Maximo. The phone number for the helpdesk is Some of the functions of the Maximo Helpdesk include: Help users input data into Maximo Help users search for information in Maximo Assist with reporting Help coordinate trainings Aid in the cleanup of data This will not replace Facilities Services Programming Services (FSPS), but rather complements the services they provide. Trouble tickets submitted related to Maximo will still be handled by FSPS. SR Workflow UFRs Page 12 of 12 5/7/14