Tips:

Enter a Service Request in FAMIS Web

Upon completion you will be able to: Who has access?

FM Customer Service staff.

What does it affect?

This process replaces the current process of entering service requests from walk-ins, phone, fax and e-mail.

When is this used/not used?

This is to be used for any non-Emergency one time requests for repairs or service and for service requests required for billing capital and R&R projects.

You cannot use this tool to edit Work Orders (WO) or creating child Work Orders.

You would not use this tool to enter estimates or projects, or to enter SRs already entered in FAMIS Self Service.

Getting Started: Login Using the Online Passport

Enter your NetID and password to log into FAMIS Web.

Graphic: NU Online Passport log in page

The first page displays links to three sections:

Graphic: FAMIS Web with My Facilities, Service Request Entry and Service Request Search options

Click Service Request Entry to begin a service request.


Requester

Note: " *" means the fields are required.

Step 1: Type the Requestor's name, NetID or last 4 digits of their phone number into the Requester Name* field. You can search by name, NetID or phone number to find a Requester.

Note: The field will "Type Ahead" to offer suggestions for the field. You can make a selection rather than complete your typing entry.

Graphic: Example of Requester Name type ahead feature

Step 2: Select Y or N to elect if the Requester should receive email notifications about the service request.

 

Location of the Service Request

Step 1: Type and select the Building name or code.

Step 2: Type and select the Floor (optional: you can skip to Room and allow Floor to auto-populate).

Step 3: Type and select the Room. (You may only select 1 room, if multiple rooms need service, list them in the description field.)

Note: The field will "Type Ahead" to offer suggestions for the field. You can make a selection rather than complete your typing entry.

Graphic: Building, Floor and Room selection fields

Hot Tip!: You can select building and room and floor will auto-populate for you!


Request Type, Description and Work Plan

Step 1: For Request Type, type in key words to review Type Ahead suggestions for selection. In this example below, the request type includes the campus location.

Step 2: For Description, allow to auto-populate based on request type.

Step 3: For Work Plan, enter a description of the work to be done.

Graphic: Enter description and work plan

 

Work Assignment

Outage Class
Other - issue is known but not listed in the Outage class menu.
Unknown - issue is unknown, unclear, or unidentifiable.

Step 1: For Crew*, it will auto-populate based on the Request Type.

Step 2: For Maintenance Type*, it will auto-populate based on the Request Type.

Step 3: For Outage Class, it will auto-populate, but type % to search as needed.

Step 4: For Assigned To, select someone on the crew or leave blank if to a contractor.

Step 5: For Craft, it will auto-populate, but type % to search as needed.

Step 6: For Priority*, select the priority for the request from the drop down menu to take advantage of the auto-populating of later fields. This will affect the Start and End dates that populate. (see chart below)

Step 7: For Method, select IN HOUSE for NU FM crews or CONTRACT for Contractor crews.

Step 8: For Start and End Dates, it will auto-populate based on the Request Type, but you can modify them.

Graphic: Entry fields for Crew, Maintenance Type, Outage Class, Assigned To, Craft, Priority, method, Start and End dates.

PRIORITY

COMMENTS

DAYS

1

MUST BE PERFORMED IMMEDIATELY

0

2

MUST BE PERFORMED WITHIN 1-2 HOURS

0

3

MUST BE PERFORMED WITHIN 2-48 HOURS

2

4

MUST BE PERFORMED WITHIN 3-10 DAYS

10

5

CUSTOMER REQUEST/STANDING WORK ORDER

30

10

MAINTENANCE PROJECTS

90

20

STANDARD DURATION CAPITAL PROJECTS - 4 YEARS

1460

99

LONG-TERM CAPITAL PROJECTS - 10 YEARS

3650


Billing Type

Step 1: For Billing Type, select one of the billing types.

Hot Tip! You can search for a Department code by typing the name in the field and selecting for the list.

Billing Type

Use

Chart String needs

Building

For building related charges

No additional ChartFields needed from the auto-population

Intra-FM

For internal to FM charges

Add Department ID

No Charge

For work that will not be charged to a chart string

Note: Use No Charge if Requester doesn't have a chart string and type HOLD FOR BILLING in the description field

No additional ChartFields needed from the auto-population

Non-Building

for departmental related charges

Add Fund, Dept ID, and possibly Project and Activity

Step 2: Review chart string entry and percentage allocation. Modify if appropriate.

Step 3: Click Submit. (A system generated email is sent if you selected Y for the email notification.)

Graphic: Enter Billing Type and chart string as applicable

Available Actions

Step 1: For Available Actions*, select one of the actions.

Action

Objective

Required fields

Create service request

To establish the service request

Complete all * fields

Schedule work order

To create a work order

Complete all * fields + Crew, Craft, Outage Class

Schedule and dispatch work order

To create a work order and send out to assignee (not used for Contractor service requests)

Complete all * fields + Crew, Craft, Outage Class + Assigned To

Graphic: Select from teh available actions drop-down menu

After you submit...

System Checks

When you click submit, the system will do several sequential checks to make sure everything is correct.

Service Request Description


Editing after you submit a service request

When can I edit service requests?

Available Actions

You can view your recent requests, all recent request and pending requests whether they originated from FAMIS Web or FAMIS Self Service.

Step 1: Click My Facilities.

Step 2: Click the Req Number hyperlink to review details of a request.

Graphic: Click the My Facilities menu item to review the dashboard for recent requests

Step 3: If the service request has not been converted to a WO, click Edit Service Request to change request information.

Graphic: In an service request, click the Edit Service Request link

Non-Building request editing


Service Request Search

Select filters and search.

Step 1: Click Service Requests Search

Graphic: Enter search criteria by typing or using the magnifying glass lookup option, then click Submit. Review the search results below

Step 2: Enter or select search criteria.

Hot Tip! You can search for a requester by name, NetID or phone number.

Hot Tip! You can search for a building by number, name or address.

Step 3: Click Submit.