Electronic fault reporting

Electronic fault reporting
The Department of Estates operates an easy to use electronic method of reporting faults and logging maintenance requests, eg blocked toilets, faulty lights, dripping taps, broken windows, etc.

You can report a problem in your own working area or anywhere else on the campus (except Student Residences, the Sports Training Village and a few other areas where work is chargeable and requiries an order in Agresso).

Students - please report any faults in your accommodation buildings to your Housekeeper.

To access the system, click on the green button to be found on the left hand side of all Department of Estates web pages. You will be asked to log in and follow the reporting sequence. Please give as much information as you can when describing the problem; the box will expand to incorporate your text.

There are guidance notes attached to one of the tabs to assist with the process.

Each work request is allocated a unique reference number. This number should be quoted on any follow up calls concerning progress of the work requested. Progress of works requests can be followed via the web using the unique reference number.

Who pays for what?

As a reminder, if you would like the Department of Estates to undertake works which are chargeable to your Department, an Agresso order must be raised. If you are not sure which works are chargeable, there is a guide provided under 'Maintenance Responsibilities' in the left hand column of this page.

What information do you need to give when submitting a request?

The web based reporting procedure asks you for various pieces of information and, as you answer one, leads you on to the next.

1. Your name and extension are automatically generated once you have logged on and will be 'attached' to your request.
   
2. You will be asked to identify your location via a series of drop-down menus - building name, level and room number.
   
3. If you cannot accurately identify the location of the problem, use the drop-down menu entitled 'space' and try to describe the space.
   
4. Please give as much information as possible about the nature of the problem you are reporting - the text box will expand to fit.
   
   Please make this as clear as possible so that we can send the right person to do the job. If, for example you are reporting a leak, it is helpful if you are able to tell us whether you think this is due to rainwater or plumbing. Please also let us know if you think the problem causes a health and safety or security issue; or if there is anything else you think we need to know (e.g. access restrictions). Please remember that we will input what you tell us and this is the only information our crafts staff will know about the job.

What do you do next?

Nothing! Your request is in the system and will be acted upon.

What do we do next?

The Help Desk assigns a guide priority to the work based on the information you have given. Details are input to our Archibus software which:

• allocates a Work Order number and notifies the appropriate trade.
• triggers an email to the caller confirming input and advising of the Work Order number (providing the email address is in the database)

How do you know the work has been done?

When the work is complete, our crafts staff will close the Work Order on the Archibus/Green Button system. This will generate an automatic email to the initiator advising of completion and how to contact us if you have any questions about the work.

What about student residences and the Sports Training Village?

Because all repairs to student residences and the Sports Training Village are charged to the occupiers’ budgets, we may only take instructions from Housekeepers and other authorised staff. You should therefore report any problems either to your Housekeeper, who can access the electronic fault reporting system (Archibus), or to management in the Sports Training Village.

If the problem needs urgent attention, call the Help Desk, then let the appropriate authoriser know as soon as possible.

Work that is chargeable to departments

Before the Department of Estates will action requests for chargeable works, we must receive an authorised internal order, raised in Agresso. Department of Estates is supplier ID 80002.

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