TMA iServiceDesk-CMMS Web Enabler by TMA Systems, LLC

USERS GUIDE TO THE FACILITIES MANAGEMENT INTERNET SERVICE DESK (iSD)

A work request is a request for service that is submitted to Facilities Management through iSD. Facilities Management then reviews the request to assure that all pertinent information is included.

If the request is accepted as a work order, a work order number is assigned and the work order is routed to the appropriate trade for action.

The requester will receive an email notification indicating whether the request is accepted or rejected. If the request is accepted, the email will include the work order number. If the request is rejected, the email will include the reason for rejection. The requester can contact FM at x2292 additional information.

This users guide is designed to assist the customer in using iSD, and is divided into these sections:

Submitting a Work Request (excluding vehicles)
Submitting a Work Request for Vehicle Service
Querying a Work Request
Querying a Work Order
Searching by Number (Work Request or Work Order)
Submitting a Request for Consumable Supplies

Submitting a Work Request (excluding vehicles)

To submit a work request, go to Work Request on the left side of your screen and click on Submit a Request. The following dialog box will appear:

Select Facility

Please select your Facility:

Click the drop-down arrow to select a campus other than the Cape Girardeau Main Campus. Highlight the desired campus by clicking on it. Click the next button to continue.

Note: At any point in this process you may click on the back button of your browser to return to the previous screen.

The next page prompts you to select a building from the drop-down list. This dialog box appears as follows:

Select Building

Please select your Building:

Click the down arrow and scroll through the building list to find the desired building and highlight it by clicking on it. Click the next button to continue. You will then be prompted with the Request Form window:

Request Form for Dempster Hall

*Name:
*Phone #:
*E-mail Address:
*Repair Ctr.:
*Area:
*Index #:
*Tag Type:
*Tag #:
*Department:
*Request:

Note: Required fields are identified with an asterisk (*).

Enter your name, campus phone number, and email address.

The Repair Center field will default to FM Facilities Management.

Use the drop-down list to select the area your request pertains to. If the specific space is not listed, use the floor or general area, and enter additional location information in the Request section.

Enter your departments index number in the Index # field.

Note: Not completing the Index # field may result in a delay in the processing of the work request. The requesters index # will not be charged if the service requested is non-chargeable.

The Tag Type field will default to Area. (If your request is for service to a vehicle, refer to the instructions Submitting a Work Request for Vehicle Service.)

Leave the Tag # field blank.

Enter your department name in the Department field.

In the Request field, enter a complete description of the services you are requesting.

Note: After the first visit to iSD, these fields will default to information entered on the previous visit. The fields can be modified simply by clicking in the field and typing new information.

When ready for submission, your request should appear similar to this example:

Request Form for Dempster Hall

*Name:
*Phone #:
*E-mail Address:
*Repair Ctr.:
*Area:
*Index #:
*Tag Type:
*Tag #:
*Department:
*Request:	Install programmable card swipe lock on lab door. Please contact Joann to schedule the installation.

If you need to make changes to your work request, do so at this time. Click in any field or on the appropriate drop-down arrow to make changes. If your work request is complete, click the submit button to submit the work request to Facilities Management. After submitting, you will see the following screen:

print page
Request #	Important
174 for DEMPST-3	Request information is provided in real-time and is subject to approval. Upon acceptance you will be notified via email. Current Status: Pending

Building:

Dempster Hall

Location ID:

DEMPST-3

Tag #:

Item Description:

Accept Date:

Work Order #:

Reject Date:

Area Description:

Computer Lab

Reject Reason:

Requested Action:

Install programmable card swipe lock on lab door. Please contact Joann to schedule the installation. Account #: 123456

You have completed your request and will be notified by Facilities Management. Please record your request number for future reference. To submit another request, search for a previous request or work order, or to order consumable supplies, please click on the iServiceDesk home page.

At this point, your work request has been submitted to FM and the current status is pending. Click on print page in the upper right corner if you want a paper copy of your request.

You will receive email notification from FM regarding the status of your request.

Back to the top of the page.

Submitting a Work Request for Vehicle Service

To submit a work request, go to Work Request on the left side of your screen and click on Submit a Request. The following dialog box will appear:

SELECT disabled Facility

Please select your Facility:

Click the drop-down arrow to select a campus other than the Cape Girardeau Main Campus. Highlight the desired campus by clicking on it. Click the next button to continue.

Note: At any point in this process you may click on the back button of your browser to return to the previous screen.

The next page prompts you to select a building from the drop-down list. This dialog box appears as follows:

Select Building

Please select your Building:

Click the down arrow and scroll through the building list to find the option Vehicles and highlight it by clicking on it. Click the next button to continue. You will then be prompted with the Request Form window:

Request Form for VEHICLES

*Name:
*Phone #:
*E-mail Address:
*Repair Ctr.:
*Area:
*Index #:
*Tag Type:
*Tag #:
*Department:
*Request:

Note: Required fields are identified with an asterisk (*).

Enter your name, campus phone number, and email address.

The Repair Center field will default to FM Facilities Management.

Use the drop-down list in the Area field to select Park_Lot.

Enter your departments index number in the Index # field.

Note: Not completing the index # field may result in a delay in the processing of the work request.

The Tag Type field will default to Area. Use the drop down arrow to select Vehicle for the Tag Type field.

In the Tag # field, enter the university vehicle number, such as VE545.

Enter your department name in the Department field.

In the Request field, enter a complete description of the services you are requesting.

Note: After the first visit to iSD, these fields will default to information entered on the previous visit. The fields can be modified simply by clicking in the field and typing new information.

When ready for submission, your request should be completed similar to this example:

Request Form for VEHICLES

*Name:
*Phone #:
*E-mail Address:
*Repair Ctr.:
*Area:
*Index #:
*Tag Type:
*Tag #:
*Department:
*Request:	Replace windshield wipers and refill wiper fluid. Vehicle in lot in front of Houck.

print page
Request #	Important
228 for VEHICLES-PARK_LOT	Request information is provided in real-time and is subject to approval. Upon acceptance you will be notified via email. Current Status: Pending

Building:

VEHICLES

Location ID:

VEHICLES-PARK_LOT

Tag #:

VE987

Item Description:

2006 Chevrolet Trail Blazer

Accept Date:

Work Order #:

Reject Date:

Area Description:

Exterior Parking Lot

Reject Reason:

Requested Action:

Replace windshield wipers and refill wiper fluid. Vehicle in lot in front of Houck. Account #: 123456

Please record your request number for future reference. To submit another request, search for a previous request or work order, or to order consumable supplies, please click on the iServiceDesk home page

At this point, your work request has been submitted to FM and the current status is pending. Click on print page in the upper right corner if you want a paper copy of your request.

You will receive email notification from FM regarding the status of your request.

Back to the top of the page.

Querying a Work Request

Note: Use this process if the work request number is unknown. If the work request number is known, use the Search by Number option.

To review a request and see if it has been accepted, go to Work Request on the left side of your screen and click on Query Request. The following dialog box will appear:

Query Requests

Facility:

Click the drop-down arrow to select a campus other than the Cape Girardeau Main Campus. Highlight the desired campus by clicking on it. Click on the next button to continue. You will then be prompted by the Search Criteria window:

Search Criteria for Request Report

	Building:
	Start Date: (mm/dd/yyyy)*
	End Date: (mm/dd/yyyy)*
	Repair Ctr.:

Click the Building down arrow and scroll through the building list to find the desired building. Highlight it by clicking on it.

The Start Date and End Date will default using a one-month window based on the current date as the End Date. The dates can be changed by typing the desired date in either field or by clicking on the calendar button to the right of either date field.

The Repair Center field will default to FM Facilities Management.

Click the next button to continue. A Request List will appear similar to this:

Request List

Request #	Request Date	Accept Date	Reject Date
196	05/09/2006	05/09/2006
197	05/09/2006	05/09/2006
187	05/04/2006
188	05/04/2006
189	05/04/2006
190	05/04/2006	05/05/2006
174	05/01/2006	05/09/2006

This list identifies the status and status date of a work request. The request number is a link that can be used to view details of the request. Clicking on the request number will provide the following view:

print page
Request #	Important
174 for DEMPST-3	Request information is provided in real-time and is subject to approval. Upon acceptance you will be notified via email. Current Status: Accepted

Building:

Dempster Hall

Location ID:

DEMPST-3

Tag #:

Item Description:

Accept Date:

05/09/2006

Work Order #:

FM-10165

Reject Date:

Area Description:

Computer Lab

Reject Reason:

Requested Action:

Install programmable card swipe lock on lab door. Please contact Joann to schedule the installation. Account #: 123456

If the work request has been accepted, the accepted date and work order number will be noted on this view. The work order number is an active link. Clicking on it will provide a work order view. (See Query Work Order for more details.) If the work request has been rejected, the date and reason will be noted on this view.

Note: The requester will receive an email notification indicating whether the request is accepted or rejected. If the request is accepted, the email will include the work order number. If the request is rejected, the email will include the reason for rejection. The requester can contact FM at x2292 for assistance.

Back to the top of the page.

Querying a Work Order

Note: Use this process if the work order number is unknown. If the work order number is known, use the Search by Number option.

To query a work order, go to Work Order on the left side of your screen and click on Query a Work Order. The following dialog box will appear:

Query Work Orders

Facility:

Search Criteria for Work Order Query


Building:
Department:
Start Date: (mm/dd/yyyy)*
End Date: (mm/dd/yyyy)*
Open Work Orders (By Request Date) Closed Work Orders (By Closed Date) All Work Orders (By Request Date)
Repair Ctr.:

Use the drop-down list to select the building and department.

Click one of the three radio buttons to select work order status.

The Repair Center field will default to FM Facilities Management.

When ready for submission, your query should appear similar to this:

Search Criteria for Work Order Query


Building:
Department:
Start Date: (mm/dd/yyyy)*
End Date: (mm/dd/yyyy)*
Open Work Orders (By Request Date) Closed Work Orders (By Closed Date) All Work Orders (By Request Date)
Repair Ctr.:

Click on the next button to continue. The following screen will result, listing all work orders within the parameters selected:

All Work Orders for DEMPST

Work Order #	Location ID	Request Date	Assign Date	Date
FM-10167	DEMPST-112A	05/09/2006
Action: first faucet on left is leaking continuously Account #: 123456

FM-10165	DEMPST-3	05/01/2006
Action: Install programmable card swipe lock on lab door. Please contact Joann to schedule the installation. Account #: 123456

The work order number is an active link. Clicking on it will provide a work order view as shown below:

print page view charges
Work Order Number	Important
FM-10165	Work Order information is provided in real-time and is subject to change. To confirm the exact status of this work order, please call Facilities Management at (573) 651-2349.

Date Closed:

Facility:

Cape Girardeau Main Campus

174

Building:

Dempster Hall

Location ID:

DEMPST-3

Tag Number:

Priority:

Routine

Item Description:

Request Date:

05/01/2006

Request Time:

13:31

Date Last Posted:

Trade:

All Construction/Service

Date Closed:

Main Charge Account:

Task Code:

12001

Task Description:

Install New Locks

Requested Action:

Install programmable card swipe lock on lab door. Please contact Joann to schedule the installation. Account #: 123456

Corrective Action:

Click on print page in the upper right corner if you want a paper copy of your request. Click on view charges to go to the detail of any charges accumulated to date. The view will appear similar to below:

print page back
Work Order Number	Important
FM-10165 for DEMPST-3	Work Order information is provided in real-time and is subject to change. To confirm the exact status of FM-10165, please call Facilities Management at (573) 651-2349.

Total Labor:

$ 25.62

Total Labor:

1.00 Hours

Total Part:

$ 0

Total Part Quantity:

Total Other:

$ 0

Total Cost:

$ 25.62

Labor Charge Detail
Date	Technician ID	Name	Hours	Cost
05/08/2006	007	Steven Dubbs	1.00	$25.62
Total Labor			1.00	$ 25.62

Back to the top of the page.

Searching by Number

WORK REQUEST

If the work request number is known, the Search by Number option on the left side of the screen should be used. Select Work Request using the drop-down arrow. Enter the work request number and click the next button to continue. The following work request detail screen will appear:

print page
Request #	Important
193 for HOUCK-PARK_LOT	Request information is provided in real-time and is subject to approval. Upon acceptance you will be notified via email. Current Status: Accepted

Building:

Houck Building

Location ID:

HOUCK-PARK_LOT

Tag #:

VE545

Item Description:

2000 - 1 Ton Van, Passenger

Accept Date:

05/09/2006

Work Order #:

FM-10164

Reject Date:

Area Description:

Exterior-PARK_LOT

Reject Reason:

Requested Action:

Replace windshield wipers and refill wiper fluid Account #: 123456

WORK ORDER

If searching for a work order and the number is known, select Work Order using the drop-down arrow. Enter the work order number and click the next button to continue. The following work order detail screen will appear:

print page view charges
Work Order Number	Important
FM-10164	Work Order information is provided in real-time and is subject to change. To confirm the exact status of this work order, please call Facilities Management at (573) 651-2349.

Date Closed:

Facility:

Cape Girardeau Main Campus

193

Building:

Grounds

Location ID:

GROUND-ALLROADS

Tag Number:

VE545

Priority:

Routine

Item Description:

2000 - 1 Ton Van, Passenger

Request Date:

05/09/2006

Request Time:

09:17

Date Last Posted:

Trade:

All Fleet

Date Closed:

Main Charge Account:

Task Code:

7000

Task Description:

General Repair

Requested Action:

Replace windshield wipers and refill wiper fluid Account #: 123456

Corrective Action:

Note: The prefix FM- must be included in the Search by Number work order field.

Back to the top of the page.

Submitting a Request for Consumable Supplies

To request consumable supplies from Central Receiving, go to Consumable Supplies on the left side of your screen and click on Catalog Search. The following dialog box will appear:

Inventory Query

	Select Part Type:
	- OR -
	Enter Part Code or SKU Code: (i.e. ABC-001)
	- OR -
	Enter Part Description: (i.e. fitting)

If you have any problems, please contact
Central Receiving at 651-2953.

Office Supplies is the default part type. You can choose to browse the office supplies list, enter a specific part code, or enter a part description.

If you want to browse the office supplies list, click the next button to continue. If you know the specific part code, enter that number in the Enter Part Code field and click the next button beside that field to continue. To search by part description, enter the description in the Enter Part Description field and click the next button beside that field to continue.

Note: At any point in this process you may click on the back button of your browser to return to the previous screen.

Selecting the first option will result in a list of all available office supplies:

Part List

filtered by Office Supplies

Part Code	Description	Avail
5002	Marker, fine point, black, retractable	14
5006	Binder, 3-ring, 1/2" capacity	5
5010	Binder, 3-ring, 1" capacity, black	0
5022	Rotary file	44
5026	Correction tape, self-adhesive	30
5036	Envelopes, #10, white, plain	7
5057	File folders, letter, 100/box	27
5087	Post It Note, 3 x 3	55
5216	Paper, 8 1/2 x 11, green	240
5217	Paper, 8 1/2 x 11, yellow	23
6987	Xerox Pasher Laser Cartridge 8200 Cyan	11

Each part code is an active link. Browse through the list to select a specific item and click on that part code to select it. The following screen will appear:

Warehouse Locations for Part

filtered by 5087 - Post It Note, 3 x 3

SKU Code	Warehouse	Available
5087-CR	Central Supplies	55

Click on the SKU Code to view a detail of that item. The following screen will appear:

print page
SKU #
5087-CR Post It Note, 3 x 3	Part information is provided and is assumed to be true. Please contact Central Receiving at (573) 651-2953 for more information.

Part Code:	5087-CR	Description:	Post It Note, 3 x 3
Warehouse:	CR	Qty Avail:	55
		Unit Cost*:	0.3000

Order Quantity:

*Price and availability are subject to change without notification.

The order quantity field defaults to 1. Click in the field to change the quantity as needed.

Click the Add to Cart button to continue. The following screen will appear:

Item has been added to your cart.

Click here to view your cart.

Click here to search for Parts.

Click here to checkout.

The word here is an active link and will take you to the action noted. If additional parts are needed, click the here to search for parts. This will return you to the Inventory Query screen to begin the selection of the next part. If no additional parts are needed, click to checkout. The following screen will appear:

Select Facility

Please select your Facility:

Click the drop-down arrow to select a campus other than the Cape Girardeau Main Campus. Highlight the desired campus by clicking on it. Click the next button to continue.

The next page prompts you to select a building from the drop-down list. This dialog box appears as follows:

Select Building

Please select your Building:

Final Checkout

*Name:
*Phone #:
*E-mail Address:
*Department:
*Index #:
*Repair Ctr.:
*Bldg. and Room:

Comment

*Price and availability are subject to change without notification.

Note: Required fields are identified with an asterisk (*).

Enter your name, campus phone number, and email address.

Use the drop-down list to select your department.

Enter your departments index number in the Index # field.

The Repair Center field will default to FM Facilities Management.

Enter your complete building and room number.

Use the comment field for any additional information or clarification.

When ready for submission, your request should be completed similar to this example:

Final Checkout

*Name:
*Phone #:
*E-mail Address:
*Department:
*Index #:
*Repair Ctr.:
*Bldg. and Room:

Comment	Can I get these the week of May 29?

*Price and availability are subject to change without notification.

Click the submit button to submit the request to Central Receiving. The following screen will appear:

print page
Material Request Number	Important
76	Material Request information is provided in real-time and is subject to approval. Current Status: Pending

Department:

Human Resources

Sales Order #:

Requester:

Jane Manager

Order Date:

Request Date:

05/10/2006

Ship To:

Academic Hall

Comments:

Account number provided: 123456 is invalid Can I get these the week of May 29?

Part Code	Description	Unit Cost*	Qty	Unit
5087-CR	Post It Note, 3 x 3	0.3000	1.00	EA

*Price and availability are subject to change without notification.

Your request has been submitted.
To return to the Facilities Management iServiceDesk home page, please click here.

At this point, your consumable supplies request has been submitted to Central Receiving. Click on print page in the upper right corner if you want a paper copy of your request.

Back to the top of the page.