PURPOSE:

The triage of emergency service requests

STEPS NEEDED:

1. Call FCS Customer Service at 255‐5322 or EMCS (if after hours) with emergency request information

   1. Provide a detailed description of the request, including the facility name or facility code
   2. If there is not an existing SR in Maximo, Customer Service or EMCS will create one. End this SOP.
   3. If a Maximo SR already exists, follow Tasks 2‐3

2. Triage an emergency SR that already exists in Maximo

   1. Follow SOP U1, tasks 2‐7
      • On Task 7, update the Internal Priority code field to 50
   2. Continue with this SOP, remaining steps

3.  Verify or populate the GL Account1

   1. If it is work that is to be paid for by the customer (departmental)
      • If departmental GL account is populated, do nothing
      • If departmental GL account is not populated, determine the GL account (may require contacting the customer or finance rep.)
      • Populate* the GL account OR use the magnifying glass to use the GL account string builder
   2. If it is work covered by the maintenance budget1:
      • If GL account is populated, verify that it is correct
        • It may have automatically populated based on the location number, if so, leave as is
      • If GL account is not populated, populate correct GL account OR use the magnifying glass to use the GL account string builder

   *If typing in the GL Account, use the following format:

   • IT‐1234567‐?????‐1234
   • Chart – Account ‐ Sub Account ‐ Object Code

4. Save and Workflow

   1. Click the Save button
   2. Click the workflow button
      • A message will appear prompting you to call FCS Customer Service
      • Click OK
      • Call FCS Customer Service
   3. Click the workflow button again
   4. Click the “Start Center” link at the top of the screen

RESULT:

FS Customer Service or EMCS will receive and emergency service request information.

Reference Information:

1Maximo Facilities Management GL Accounts: REF 1