A User Guide to the Service Request System

The facilities operations work order request system was designed to provide you with a user-friendly mechanism to submit service requests.  This system allows you to check the status of your requests as they are being worked on and to review labor and materials charges associated with these service requests after they have been completed.

For security purposes, users are requested to participate in a short training session prior to using the service request system. Training can be arranged in small groups or on an individual basis, and every effort is made to accommodate the scheduling restraints of the user.

What is the Difference Between a Service Request and a Work Order?

A service request is a request that is received by our dispatcher though our WWW interface at http://tma.stlawu.edu/home. Our dispatcher reviews this request to assure that all pertinent information has been provided. The request is then accepted or rejected based upon this criterion.

If the request is accepted, it is assigned a work order number and dispatched to the appropriate trade for action. Requestor will receive an e-mail message notifying him/her that the request has been accepted.

If the request if rejected, the reason for the rejection is noted on the request and the requestor will then receive an e-mail message stating the reason the request was rejected.

How do I properly process a service request?

Facilities operations provides the following services for the University: electrical, plumbing, carpentry, painting, heating/air conditioning, custodial, groundskeeping, recycling, safety, electronic security systems, event set-ups, moving furniture, and elevator maintenance. Any requests you have concerning telephones, pagers, or cable TV service should be directed to information technology rather than to facilities operations. Any requests regarding computers should be directed to information technology.

Unless your service request is an emergency, calling or e-mailing any individual in facilities operations will only slow the response time rather than expedite.

If you do not receive confirmation of your service request within 24 hours, there may have been an error in transmission meaning your service request was not received.  If you do not receive a timely confirmation, call facilities operations at extension 5601 to verify receipt of your request.  If not received, you may be asked to send it again. You may send an electronic service request at any time, 24 hours a day.  For phone calls, the facilities operations office is open from 7:30 a.m. to 4:30 p.m. Monday through Friday.  When the office is not staffed, you may leave a voice mail message at extension 5601.  Any voice mail messages left after 5:00 p.m. will be picked up by 8:30 a.m. the following morning.  If the request cannot wait until the following morning, call security at extension 5555.

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