service request

A request for a workplace service, such as maintenance work, a copying request, a parking space, a group or individual move, department space, or office supplies. In addition to these general requests that might be made by any employee in the building, service requests can be issued for specific FM tasks such as requesting inspection of an area for hazardous materials and departmental requests to claim and release space.

Users make their requests based on the available request types in the service catalog. The information that the user provides for their request differs based on the request type. In some cases, the requestor may need to complete a questionnaire or upload documents, such as photographs and instructions.

Service requests are stored in the Activity Logs (activity_log) table (also known as the Action Items table). They are routed through the system and may require approval, cost estimation, and acceptance before they are assigned to a service provider to complete. The requestor may have the option of verifying completed requests and entering their satisfaction with the job. The various paths that a service request takes is controlled by the Service Level Agreement (SLA) governing this type of request and its particular circumstances.

A service request is not a Building Operations work request. Service requests are not limited to maintenance work but can cover any service that an employee may need. On the other hand, when a user makes a maintenance-related service request, the system may generate one or more work requests in order to fulfill this service request.