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UNC Charlotte Facilities Management FM/FIS SOP 160 01 November 2009 Facilities Information Systems Archibus SAC Maintenance Work Request Process

NOTICE: This standard operating procedure is available to view digitally on the Facilities Management website: http://facilities.uncc.edu/Archibus/sops.asp

OPR: FM/FIS (Pamela Duff) FM/FIS (Ray Dinello) Pages 12

I. PURPOSE. This standard operating procedure (SOP) is a user reference for UNC Charlotte Facilities Management Division and Student Activity Center personnel. This SOP references the Archibus Standard Operating Procedures located on the Facilities Management website. The purpose of this SOP is to establish a user reference and a standard system guideline for UNC Charlotte Facilities Management Student Activity Center (SAC) in relation to processes and workflows involved when SAC preventive maintenance and work requests are created and tracked within Archibus Web Central. II. SCOPE. Develop and implement standard operating procedures for the decisions and process flows implemented for SAC Preventive Maintenance and Work Requests. Provide systematic processes and procedures involved when initiating and managing these processes for SAC personnel. Provide clear understanding of processes, terminology and ensure SAC requests are initiated and completed efficiently by responsible parties. This SOP applies to all Archibus system users involved in creating and completing SAC Work Requests and Maintenance. III. RESPONSIBILITIES. Student Activity Center Manager, SAC Supervisors and Processing Assistants are primarily responsible for ensuring SAC Maintenance work request processes are completed and that all SAC Reimbursable Work Requests are invoiced in a timely manner.

IV. PROCEDURES: SAC WORK REQUEST PROCESSES 1. SAC Customer Determines Maintenance Need and Completes WR form to Initiate SAC WR Process within Archibus.

1.1. When a Student Activity Center (SAC) customer determines a Work Request (WR) need, the SAC Customer logs into Archibus to submit a SAC Maintenance work request by completing and submitting the Create Work Request form (Figure 1).

1.2. SAC work request customers will follow the regular processes for logging in and accessing via the Archibus Home Page at https://archibus.uncc.edu/archibus. The SAC Customer will select the” Create Work Request” task within their Customer role and then complete and submit the form (See SOP 101: Customer Creates, Updates and Cancels a Work Request within Archibus for step-by-step instructions).

1.2.1. Note: When completing the form, the SAC customer will search and select a SAC problem type when selecting a problem type on the work request form: i.e. SAC Maintenance, SAC Technical Support (Figure 2). This problem type will indicated a SAC Maintenance request

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and will auto route the work request to the SAC shop. The shop code will auto default when the problem type is selected on the work request to the SAC dept code (SAC00).

Figure 1: Customer Role: Create Work Request form

Figure 2: Customer Role: Selecting a SAC Problem Type

1.3. Also Note: Once the SAC problem type is selected and populated on the work request form, SAC WR customers will not be able to select the Work Request Estimates feature as with a normal Facilities Maintenance (FM) work request; however, SAC customers may submit Special Event work requests and Emergency Work Requests.

1.3.1. When a SAC emergency Work Request is submitted, the SAC Manager, Shop Supervisor and PAs will receive an email notification.

1.3.2. In addition, SAC WR Customers are advised via a pop up box to contact the SAC Shop directly using the information available on the WR Overview Page.

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1.4. After completing the work request form, the SAC customer may advance to the next page to Upload a Document or select Submit to submit the work request

1.5. On overview page, the SAC customer may view the work request number, shop contacts and phone numbers along with work request details they entered. They may also print their work request information using the Print Work Request button (Figure 3).

Figure 3: WR Overview page 2. Submitted WR is Auto Routed to SAC Shops for Shop Review.

2.1. After the SAC Customer completes the SAC Maintenance work request form and submits the form, the work request is auto routed to the shop. An email is generated to the SAC Shop Supervisor and Processing Assistant (PA) informing them that a WR has been submitted.

2.2. The SAC Shop code enables all work requests assigned to SAC Maintenance to be auto routed to the SAC Shop Supervisor for review.

2.3. Note: Routing of SAC WR is unrelated and separate from the FM work request process, and the FM Routing table is not used for SAC submitted WRs.

2.4. SAC WRs will be auto routed to the SAC Shop and SAC problem type.

3. SAC Supervisor reviews and determines if WR is Reimbursable or Non Reimbursable WR to FM. When the SAC WR comes into the building code, SAC Shops have the option of either issuing it as a SAC Non Reimbursable WR after assigning Craftspersons or if it is determined to be a SAC Reimbursable, they will send it to the requesting department’s Financial Account Manager (FAM) for Approval and account codes (See FM SOP 108: Shop Issues or Submits a WR within Archibus).

3.1. SAC Supervisor/PA role will log into Archibus and select the Review and Issue WR task within the SAC Supervisor/PA role to access work requests submitted to their shop (Figure 4). After reviewing the work request, they will determine if the work request is Reimbursable or Non Reimbursable which is determined by SAC internal processes and operating budget.

Shop Name, Contact Names and Phone Numbers

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Figure 4: SAC Supervisor/PA role

3.2. Note: The SAC Supervisor may re-route work requests during the review process if the work request was submitted in error to SAC shops; unlike FM Shop roles, re-routing of SAC work requests may only be completed within the SAC Supervisor/PA “Review & Issue Work Requests” task. If the work is re-routed, SAC will no longer own the work request and will not be able to view it, it will belong to FM.

Figure 5: SAC Supervisor/PA role: Review and Issue Work Requests options

3.3. After reviewing, the SAC work request may be re-route if needed by typing in the shop code (i.e. MOZ01).

3.3.1. After selecting the SAVE button located on the action bar at the top of the windowpane, the work request will re-route to the shop selected (Figure 5).

Auto Default SAC Shop index/fund account number for Non Reimbursable Work Requests

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3.3.2. An email will notify the UNC Charlotte Zone Shop supervisor about the SAC Work Request that has been re-routed to their shop for review.

3.4. Non-Reimbursable SAC WRs are Assigned CF and issued out for completion.

3.4.1. If the work request is determined to be Non-Reimbursable work request, the Shop Account code will auto default to the SAC Shop Index Fund account code (#336500). The SAC Shop Supervisor will enter the Banner Account code by selecting form the list using the ellipse button (See Figure 5).

3.4.2. Before issuing the WR, the SAC Non Reimbursable WR is first assigned Craftsperson using the CF Assign button located at the top of the Review and Issue WR task.

3.4.2.1. Within the Assign Craftspersons to Work Request window, select the work request and then Add New button to add a new craftsperson. Next, in the Add/Edit Estimated and Actual Hours window, complete the fields using the ellipse button where appropriate (Figure 6).

3.4.2.2. Note: The Function Code, Craftsperson Code and estimated hours must be completed in order to save the form and add a craftsperson to the work request.

3.4.3. Note: All SAC Craftspersons are filtered for shop viewing under the SAC role. 3.4.4. After assigning their craftsperson(s), the SAC Shop Supervisor/PA issues the Non-

Reimbursable WR by selecting the Issue button located at the top of the Review and Issue WR windowpane. The work request is auto assigned “Issue and In Process” Status.

Figure 6: Assign Craftspersons to Work Request

3.5. SAC Reimbursable WRs are sent for FAM Approval and Assigned Requested Status.

3.5.1. During the review process, if the SAC Shop Supervisor/PA determines that a work request is a SAC Reimbursable WR, the WR is sent to the requesting department’s FAM for approval.

3.5.2. The SAC Shop Supervisor selects the Submit button located at the top of the windowpane. The work request will then be auto routed to the FAM.

3.5.3. Once the WR is sent to the FAM, the WR is then in Requested Status.

CF displays after saving to WR

Complete required fields before saving

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3.5.4. FAM Approves the WR and the WR is routed back to SAC Shop for issue and completion.

3.5.5. WR is now in “Approved” Status. 3.5.6. Once the Approved work request is returned to the shop, the SAC Shop

Supervisor will view the work request within the Issue Approved Work Request task located under the SAC Supervisor/PA Archibus role. They will then assign Craftsperson(s) using the Assign Craftsperson to Work Request window that is accessed by selecting the CF button on the action bar within the Review and Issue task (Figure 5). After assigning CFs, the Supervisor/PA will issue the work request out to be completed.

3.6. SAC Shop Rejected Work Requests. The SAC Shop Supervisor/PA may also reject a work request, if needed. If a work request is rejected because it is a duplicate or for any other reason, the rejection reason must be entered in the Update Craftsperson Notes field (Figure 7).

3.6.1. Once the reason is entered, select the Reject button that is located at the top of the windowpane.

3.6.2. The work request will be sent to history in “Rejected” status.

Figure 7: Rejecting a WR: Update Craftsperson Notes 4. SAC Shop Technicians Complete WR.

4.1. Although all work on the WR is been completed by craftspersons, not all updates will have been added to the WR. The SAC Technician has the ability to update the craftsperson notes for the work request by accessing the Add Work Request Notes within the Tech role; however, they cannot edit or update work requests costs. The SAC Shop Supervisor or PA will update hours and cost to the work requests.

Figure 8: Supervisor/PA role: Update Hours and Time Off tasks 5. WR Labor Hours and Shop Stock are Updated by SAC Shop Supervisor or PA.

5.1. SAC Shops have two specific rates that have been established depending upon the type of customer request: SAC Maintenance/Technical Support and SAC Building Services. 

5.1.1. Maintenance Mechanic: $22.00/Hr; Maintenance Mechanic issues include: Repairs, Construction/Demolition, Assembly and/or installation of equipment, Event Support and Misc. Projects

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5.1.2. Technical Support: $22.00/Hr; Computer hardware, software, peripherals and other technical assistance support.

5.1.3. Building Services: $17.00/Hr 5.2. Only shop stock will be used for SAC work requests since materials are purchased

through local vendors. 5.3. Craftsperson hours and time off may be updated using one of the Update Hours task

located under the Tech Heading or using the Complete WR task within the SAC Shop Supervisor role (Figure 8). Note: SAC may assign CF within the Complete WR task and if needed also assign two different functions to the CF on a WR using the Print-Update Weekly Assignments task.

5.4. SAC Shop Processing Assistant or Shop Supervisor will update all labor and charges (shop stock) for each work request (See FM SOP 112: Record/Update WR Labor for processes).

5.5. They may also update actual hrs, enter and track time off including compensatory time. Note: After updating time off within the Enter Time Off task, time off for a craftsperson will display on the Print - Update Hrs task as PTO.

6. SAC Supervisor/PA Reviews WR, Updates, and Finalizes WR.

6.1. After all hours and materials have been updated, the SAC Supervisor or PA will mark the WR for “Ready to Bill” Status using the Complete WR task and windowpane (Figure 9). (For step by step instructions and processes see FM SOP 113: Supervisor/PA Assigns WR Complete and Ready to Bill Status). Once the Supervisor marks the WR Ready for Bill, the WR is sent to SAC queue for billing and invoicing.

6.2. Majority of the SAC work requests are in-house and all Non Reimbursable; therefore, these WRs will be billed to their Shop Account and through SAC’s own billing system.

Figure 9: Complete Work Request task

Selecting the Details button allows SAC to view WR info and update hours, costs, CF notes, etc as needed before completing and ready for billing.

SAC may bulk select or individually select WRs to complete and ready to bill

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7. BILLING/INVOICES: The WR is queued for Billing and a SAC Invoice is Generated. 7.1. Once SAC Work Requests have been completed and marked ready for bill, SAC

personnel will generate an invoice for all their Reimbursable Work Requests. The FAM will then get the email notice concerning the invoice once the invoice PDF has been generated. Note: Once the SAC WR has been queued for billing, SAC personnel will create individual invoices for each Reimbursable work request that has been completed and queued for bill using the tasks located under the Invoice Heading within the SAC Supervisor/PA role (Figure 10).

7.2. SAC invoicing is a separate process from Facilities Management Work Requests. 7.3. Note: Only Reimbursable WRs will display for invoicing; Non Reimbursable WRs will

go directly to history after completion. 7.4. While reviewing the work request within the Review Ready to Invoice WR task, SAC

may print or export the work request details as needed (Figure 11). 

Figure 10: SAC Invoice: WR Billing tasks

Figure 11: SAC Supervisor/PA role-Review Ready to Invoice Work Requests

7.5. Next, within the Review Invoice task SAC will lock the Work Request by selecting the “Lock Invoice” button and then “Approve Invoice” button (Figure 12).

SAC shop Supervisor/PA tasks grouped by category

SAC tasks for WR Invoicing process

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7.6. Note: SAC will bill each work request individually.

Figure 12: SAC Review Invoice task: Lock and Approve Invoice

Figure 13: SAC Supervisor/PA role: Approve Invoice

7.7. Once the billing is completed, the SAC invoice is generated; a notice will display stating that the invoice has been approved successfully (Figure 13).

7.8. The invoice is reviewed from within the Invoice History Details task and by selecting the “Select” button to view the work request associated with the Invoice and then by selecting the PDF button located in the Invoice Details windowpane (Figure 14).

Figure 14: SAC Invoice

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7.9. After the SAC Invoice is generated (PDF view), an email auto generates to notify the FAM of invoice availability and that they may log into their Archibus FAM role to view the invoice.

7.10. Example of email notice: SAC invoice # 200900005 has been completed and ready for viewing. Please log into Archibus to view the invoice.

7.11. WR is closed and sent to history. 7.12. Work Request is now in “Closed” status. The invoiced Work Request data is sent to

Archibus Historical reports. 8. PARTS

8.1. Shop materials and purchases for SAC work requests will be obtained through local vendors.

8.2. SDI will not be used for any SAC work requests. 9. PREVENTIVE MAINTENANCE

9.1. SAC will performs PMs in-house with a few contactors completing some equipment maintenance. Note: All PMs for SAC will be Non Reimbursable and charged to SAC Operating Budget. They will use the Standard PMs processes and will customize and set up intervals for their own PMs using the PM Easy Form

9.2. Management of equipment-can edit equipment/add equipment as needed 9.2.1. Only their equipment for selection will display 9.2.2. SAC will be able to view reports for their PMs and track maintenance on their

equipment

10. SAC EXTERNAL CHARGES 10.1. SAC will determine as part of their procedure if purchases over specific $ amount,

then PO/Req # will be needed. 10.2. Copies of PO/Req, etc may be attached to the WRs using the document upload

feature within the Edit WR task. 10.2.1. When a document is uploaded, SAC Supervisor will indicate in CF notes area

that an attachment has been added to the wr.

11. SAC POSITIONS AND CRAFTSPERSON MAINTENANCE 11.1. SAC may manage/update their own CF positions using the Positions Maintenance and

Craftsperson Maintenance tasks. 11.2. Using the Craftsperson Maintenance task, SAC may manage/update their craftsperson

information including status, role, email, etc and add new employees as needed (Figure 15). 11.3. The Positions Maintenance task provides SAC the access to add new positions as

needed. 11.4. Once the Position is added, SAC may then assign the new position to a craftsperson

using the Craftsperson Maintenance task.

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Figure 15: Craftsperson Maintenance task

SAC may add a new CF using the Add New button; also, by clicking on a current employee their info will display in the right windowpane for editing

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