Logging a Service Request

Overview

Service Requests (also referred to as Jobs) are the core of Facilitease's facilities management workflow. This guide walks you through the complete process of logging a new service request, from start to finish.

Starting from the Dashboard

You can initiate a new service request from multiple locations within Facilitease.

1. Click "Add Service Request" - From the dashboard, click the Add Service Request button. This option is also available from virtually any Job/Service Request report page throughout the system.

Select Location

After clicking Add Service Request, you need to specify where the job will be performed.

1. Search for the Location - In the location selector, start typing the location name to filter the list. The search will match against Division, Customer, and Site names.
2. Select the Location - Click on the correct location from the filtered results. The location will display in the format: Division / Customer / Site
3. Confirm Selection - Click Add Service Request to proceed with the selected location.

Pre-Job Questions

The Pre Job Questions tab allows you to answer initial screening questions before entering the main service request details.

1. Answer the Questions - Complete all required questions relating to your service request. Fields marked with an asterisk (*) are mandatory.

Common Pre-Job Question Fields

Field	Description
After Hours	Select Yes if you are logging this job after hours
HSSE Risk?	Indicate if there are health, safety, security, or environment risks
Security Risk?	Flag any security concerns related to the job
Is this the result of an accident/incident?	Indicate if the request relates to an accident or incident
Is this affecting your day to day operations?	Helps prioritise business-critical issues
Location Contact Name	Name of the on-site contact for this job
Location Contact Number	Phone number for the on-site contact
Contact Email	Email address for the on-site contact

Service Request Details

The Service Request Details tab is where you enter the core information about the job.

1. Select the Service Request Details Tab - Click on the Service Request Details tab at the top of the form.
2. Select Job Priority - Choose the appropriate priority level:
   • Specified Date - Requires you to enter specific service dates
   • P1, P2, P3, etc. - Uses the configured SLAs for the customer for that priority level
3. Select Failure Code (Optional) - If applicable, select a failure code that categorises the type of issue being reported.
4. Enter Dates (if Specified Date selected) - If you selected "Specified Date" as the priority, enter the required Response SLA Due, Functional SLA Due, and Completion SLA Due dates.
5. Enter Short Description - Provide a brief description of the work required (e.g., "Heatpump not working"). This description will also pre-populate the contractor job description.
6. Enter Full Description - Provide detailed information about the issue. Include what the problem is, area of work / floor number / room number, and any other relevant details.
7. Complete Additional Fields - Fill in any other applicable fields such as Order Number, Is this equipment still functional?, Is this equipment compliant?, and Estimated Cost.

Contractors Tab

The Contractors tab allows you to assign one or more contractors to the service request.

1. Select Contractors Tab - Click on the Contractors tab at the top of the form.
2. Select Service Type - Choose the service type or trade for the customer (e.g., Electrical, Plumbing, HVAC).
3. Select Contractor - Choose a contractor from the list. The list is filtered based on approved contractors for the customer and contractors whose service types match the selected trade. You can override this by clicking Show All Contractors.
4. Set On Site Due Date - Select the date and time you require the contractor to be on site.
5. Set Completion Due Date - Select the date and time by which the work should be completed.
6. Enter Work Description - Provide a short description of work and more details in the Work Required field.
7. Add More Contractors (Optional) - Click Add Contractors to assign additional contractors if multiple trades are needed.

Attachments Tab

The Attachments tab allows you to add related assets, images, files, and configure notifications.

1. Select the Attachments Tab - Click on the Attachments tab at the top of the form.
2. Select Related Assets - Choose any assets that are related to this job.
3. Add External Job Numbers (Optional) - Enter any job or reference numbers from external systems.
4. Link Related Jobs (Optional) - Select related jobs from your Facilitease instance to link to this service request.
5. Attach Images - Upload up to two images directly on the form. If you're on a mobile device, you can take photos at this point.
6. Add File Attachments - Upload supporting documents. Accepted formats: PDF, JPG, JPEG, PNG, DOC.
7. Add Notified Users (Optional) - Select system users who should receive notifications about this job.
8. Submit the Service Request - Click the Add Service Request button to log the request.

Attachment Fields Summary

Field	Description
Related Assets	Link assets from the site to this service request
Additional Job Numbers	Reference numbers from external systems
Related Jobs	Link to other service requests in Facilitease
Image 1 & 2	Photo uploads (can take photos on mobile)
Attachments	Supporting documents (PDF, images, Word docs)
Notified Users	Additional users to receive job notifications

Viewing Your Request

After submitting, your service request will appear on the dashboard and can be managed from there.

1. View on Dashboard - Your new Service Request / Job will now show on the dashboard in the "New Jobs" section.
2. Assign Contractor (if not done) - If you haven't assigned a contractor yet, click the Assign Job button next to the job to do so.