IV. PROCEDURES: ROUTING WORK REQUESTS IN ARCHIBUS

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1 UNC Charlotte Facilities Management FM/FIS SOP October 2008 Facilities Information Systems Re-Routing Work Requests in Archibus NOTICE: This standard operating procedure is available to view digitally on the Facilities Management website: OPR: FM/FIS (Pamela Duff) FM/FIS (Ray Dinello) Pages 8 I. PURPOSE. This standard operating procedure (SOP) is a user reference for UNC Charlotte Facilities Management Division personnel. This SOP references SOP-101, Creating Work Requests in Archibus and supplements the Work Request Tutorial and Work Request Training Guide and Manual located on the Facilities Management Archibus website. The purpose of this SOP is to establish the policies and procedures utilized when a work requests is routed within Archibus Web Central to a Facilities Management Zone or Shop. II. SCOPE. Develop and implement standard operating procedures according to work request process flows. Provide Archibus Web Central users step-by-step processes and procedures involved when a Work Request is routed; provide procedures that clarify all processes and ensure customer work requests are initiated efficiently and, by following these standard operating procedures, enable quick attention and expedited processes. This SOP applies to all Facilities Management employees and UNC Charlotte Archibus system users. III. RESPONSIBILITIES. Zone Shop Supervisors are responsible for reviewing Work Requests to confirm that the correct Shop or Zone was selected for the work to be performed. Zone Supervisors are to take the initiative in re-routing Work Request that are received at their Shop or Zone in error. Figure 1: WR is routed to Shop IV. PROCEDURES: ROUTING WORK REQUESTS IN ARCHIBUS 1. Work Request is routed based upon the location and problem type entered. Once the customer has completed the online form and submitted the work request as explained in SOP- Page 1 of 8

2 101, Customer, Creates, Updates and Cancels a Work Request in Archibus, the work request enters Requested Status. The work request is then routed within Archibus to the shop based upon location (Building) and problem type data obtained from the online work request that was completed by the customer. In some cases, the customer may have selected an incorrect problem type or location; therefore, the work request may be routed to the wrong Shop/Zone. If this occurs, the responsibility lies with the Shop Supervisor to correct the issue Each Zone Shop reviews their Work Requests on a daily basis in the order of priority The Supervisor will correct the Shop/Zone code if necessary and Archibus then automatically re-routes the request to the appropriate Shop/Zone, if a change is made. 2. Re-Routing determination. When a WR is routed incorrectly to a shop, it is to be re-routed to the appropriate shop location Based upon the description of the problem entered by the customer, the Shop Supervisor may determine if the Work Request has been routed incorrectly. The Supervisor may then re-route the Work Request to the appropriate Zone based upon the correct problem type and the Zone building location The Work Request may be re-routed by re-assigning the Work Request to the correct shop. This process is accomplished by selecting the correct shop codes from the list of shop codes provided in Archibus To review and re-route a WR, the Supervisor logs into Archibus, selects the Building Operations Management activity. He then selects the Supervisor role and finally the Review and Issue Work Request task to view the list of Work Requests in their Shop queue To log into Archibus, the Shop Supervisor will open their browser (We recommend Firefox) and go to the Archibus main page at or they may access Archibus via the Facilities Management Home Page at Once on the homepage, they will select the Archibus link located in the left column and then click the Archibus Log In button from the submenu list that displays (Figure 2). Figure 2: Archibus access button Page 2 of 8

3 2.4. The Archibus Web Central main login page will display (Figure 3). The Shop Supervisor must sign in on the Security window with their campus NinerNet username and password before accessing Archibus Web Central. The Shop Supervisor s user information will be validated upon login. Figure 3: Signing into Archibus Web Central 2.5. Once logged into Archibus, the Supervisor/PA selects the Building Operations Management activity from the left column (Figure 4) A list of Processes or Roles will display; the Supervisor next selects the Supervisor/PA role (Figure 5). Figure 4: Building Operations Activity Figure 5: Supervisor Role 2.7. Next, select the Review and Issue WR, Issue Approved Work Requests or the Edit Work Requests task located under the Work Requests heading. Figure 6: Review and Issue WR Figure 7: Issue Approved WR Figure 8: Edit WR task Page 3 of 8

4 2.8. After selecting the task, the Work Requests window will display a list of Work Requests awaiting review by the Shop Supervisor. Search the list by using the hidden mini console located in the Work Request window (Figure 10) or by opening the Main Search console. Remember to open the Main Search console, select the small (tiny) grey arrow located at the very top and middle of the main windowpane (Figure 9). Figure 9: Opening the Main Search console Figure 10: Search Work Requests window Figure 11: Searching by the Work Request code 2.9. Work requests may be viewed and selected from the Work Request window (Figure 10 and Figure 11). Page 4 of 8

5 2.10. To assist in the search effort, the specific WR Request type may be selected using the ellipse button located beside the Request Type field to display the selection (Figure 12). Figure 12: Request Types The work request code may also be entered in the Search Work Request window and then filtered by selecting the Search Now button (Figure 11). Note: Only the work requests routed to the Supervisor s specific Shop will display for review Using the hidden mini console is another option to filter and locate work requests. Display the mini console by scrolling the mouse over the column headings in the Work Request Window. Select the plus ( ) sign to open the search fields (Figure 13). Search criteria may then be entered (Figure 14). Select the red down arrow to filter the list. Figure 13: Displaying the Hidden Mini Console Figure 14: Search using the Hidden Mini Console 2.2. Next, select the work request by clicking the highlighted work request code. Once the work request is selected, the details will display in the Edit Work Request Details window (Figure 15). Page 5 of 8

6 Figure 15: Work Request details window/shop Zone Code 2.3. Next, click in the shop/zone code field and type in the shop/zone code to route the work request to the appropriate shop NOTE: If, however, the Supervisor or PA is not sure which shop to route the work request to, they may route it to M0Z00 who will then route the work request appropriately The Manager or Shop Supervisor may also search for and select the shop code by selecting the ellipse button located beside the Shop/Zone Code field (Figure 16). Figure 16: Opening the mini console by selecting the plus sign 2.6. The Shop Supervisor may then locate the correct shop code from the list using the mini console. If the mini console is not open, select the small plus sign to open it; then, enter search criteria in the fields provided and select the down arrow filter button. Once located, select the shop code needed by clicking the blue highlighted shop/zone code (Figure 17). Page 6 of 8

7 Figure 17: Using the mini console and filter buttons 2.7. The selected Shop/Zone Code will display in the Shop/Zone Code field on the Edit Work Request Details window In the Craftsperson Notes area, type in the reason for the re-routing to inform the other Shop/Zone Supervisor why the work request has been re-routed to their shop (Figure 18). Figure 18: Saving the new Shop/Zone Code selected 2.9. Selecting the Save button will save the new Shop/Zone Code and re-route the work request automatically to the selected or correct Shop/Zone queue for review (Figure 18). Page 7 of 8

8 Figure 19: Message: sent to Shops informing of Shop Code Updated to Work Request After selecting the Save button, a message will display informing that an has been sent to the Shops listed concerning the updated Shop Code for that specific WR An example of the notification: The shop code of work request has been changed from MOZ05 to MOC06 by DUFF, PAMELA (pduff). Thank You, Facilities Management To reroute another work request, follow the previous steps. Or, if completed with rerouting or working in Archibus, close the windowpane. Page 8 of 8

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