What if the service requested is not for Facilities Services?

A: Change the status to No Action Taken by Facilities and enter a memo to help direct the requester to the appropriate contact, if you know.  An email will go back to the requester with the comment entered.

What if the work order gets completed and the actual work is not complete?

A: (1) Open the original service request and (2) Change the status to In Progress

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(4) Schedule or Dispatch the new Work Order.  MAKE SURE YOU contact the shop supervisor so they know this is a request that was not completed and had to be reopened.  Also make sure to add any notes to help the technician know has and hasn't been done (see #5 below).

(5) Add a Work Log to the new Work Order to let the technician know what was done with the previous work order and what the requester reports what was NOT done.

How do I know if the request is a Duplicate Request?  What do I do?

If when you open the Service Request, the Work Order May Already Exist - WO # is highlighted in red and a number exists in the field

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Note:  The 1st Service Request will resolve as soon as the work order goes to complete, the subsequent service requests may take up to 30 minutes to go to resolved.

What if I create too many work orders for one service request?  How do I cancel the extra work orders?

If too many work orders are created accidently for the same service request:

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(5) Re-query the Service Request and ensure there is no change to the status of the service request but now the related records show one work order cancelled

What if CNY Pest Control

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calls dispatch and needs a door sweep or housekeeping cleanup, what do I do?

Coming soonYou'll need to create a new work order associated to the original Service Request.  PLEASE ENSURE THE SERVICE REQUEST IS STILL IN PROGRESS.  Otherwise the requester will have gotten an email that said the issue is resolved and the pest issue is still not resolved.

This is currently true for any services needed for

• Custodial
• Housekeeping 
• Grounds
• Energy Management
• Elevators
• Pest Control

These areas do not work via the assignments, they instead complete the entire work order.    Therefore if there are any incomplete assignments for other shops (i.e., Plumbing, Machine Shop, Carpenters, etc.) on the work order these will be completed when the work may not actually be done.  We are working to change this with Custodial, Housekeeping and Grounds but the change has not yet been made.