SOP 160: Archibus SAC Maintenance - Facilities Management

UNC Charlotte Facilities Management FM/FIS SOP 160
01 November 2009
Revised 21 December 2011
Facilities Information Systems
ARCHBIUS SAC Maintenance Work Request Process
NOTICE: This standard operating procedure is available to view digitally on the Facilities
Management website: http://facilities.uncc.edu/Archibus/sops.asp
OPR: FM/FIS (Pamela Duff)
FM/FIS (Ray Dinello)
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I. PURPOSE. This standard operating procedure (SOP) is a user reference for UNC Charlotte
Facilities Management Division and Student Activity Center personnel. This SOP references the
Archibus Standard Operating Procedures located on the Facilities Management website. The
purpose of this SOP is to establish a user reference and a standard system guideline for UNC
Charlotte Facilities Management and the Student Activity Center (SAC) in relation to processes
and workflows involved when SAC preventive maintenance and work requests are created and
tracked within ARCHIBUS Web Central.
II. SCOPE. Develop and implement standard operating procedures for the decisions and
process flows implemented for SAC Preventive Maintenance and Work Requests. Provide
systematic processes and procedures involved when initiating and managing these processes for
SAC customers. Provide clear understanding of processes, terminology and ensure SAC requests
are initiated and completed efficiently by responsible parties. This SOP applies to all
ARCHIBUS system users involved in creating and completing SAC Work Requests and
Maintenance.
RESPONSIBILITIES. Student Activity Center Director, Managers, Supervisors and Offi8ce
Manager are primarily responsible for ensuring SAC Maintenance work request processes are
completed and that all SAC Reimbursable Work Requests are process and billed in a timely
manner. The Associate Director, Operations for the Student Activity Center and Recreational
Facilities defines who is assigned roles within the Capital FM Support module. Roles are
assigned as follows:
Role Name
Assistant Director
Responsibilities
MANAGE and PROCESS: Serves as backup to Office Manager for Reimbursable bill
processing
SAC Customer
SAC Office Manager
Supervisor-SAC Shop
Facilities Information Systems
SAC WR Roles and Descriptions
INITIATE: Submit SAC WRs within ARCHIBUS.
PROCESS: Review/Process Reimbursable SAC Work Requests; complete FUPLOAD
process and update/enter Banner Document Number info within ARCHIBUS
MANAGEMENT of WR: Issue, Assign, Complete, Process and Update Work Requests.
SUPPORT: Support of system. Maintains security access of data; responsible for
ensuring ARCHIBUS system provides secure access and authentication.
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III. PROCEDURES: SAC WORK REQUEST PROCESSES
1. SAC Customer Completes “Create WR” Form to Initiate SAC WR Process.
1.1. When a Student Activity Center (SAC) customer determines a Work Request (WR)
need, the SAC Customer logs into Archibus to submit a SAC Maintenance work request by
completing and submitting the Create Work Request form (Figure 1).
1.2. SAC work request customers will follow the regular processes for logging in and
accessing ARCHIBUS at https://archibus.uncc.edu/archibus. The SAC Customer will select the
“Create Work Request” task within their Customer role, then complete and submit the form (See
SOP 101: Customer Creates, Updates and Cancels a Work Request within Archibus for
systematic instructions).
1.2.1. Note: When completing the form, the SAC customer will search for and select a
SAC problem type when they select the problem type on the work request form: i.e. SAC
Maintenance or SAC Technical Support (Figure 2). This problem type will indicate a SAC
Maintenance request thereby auto routing the work request appropriately to the SAC shop. The
shop code will auto default to the SAC dept code (SAC00) when the problem type is selected on
the work request.
Figure 1: Customer Role: Create Work Request form
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Figure 2: Customer Role: Selecting a SAC Problem Type
1.3. Also Note: Once the SAC problem type is selected and populated on the work request
form, SAC WR customers will not be able to select the Work Request Estimates option as with a
normal Facilities Maintenance (FM) work request; however, SAC customers may submit Special
Event work requests and Emergency Work Requests.
1.3.1. When a SAC Emergency Work Request is submitted, the SAC Manager, Shop
Supervisor and Processing Assistant (PA) will receive an email notification.
1.3.2. In addition, SAC Work Request Customers are advised via a pop up box to
contact the SAC Shop directly using the information provided on the Work Request Overview
Page.
1.4. After completing the work request form, the SAC customer may advance to the next
page to Upload a Document or select Submit to submit the work request.
1.5. On the Overview page, the SAC Customer will view the work request number, shop
contacts and phone numbers along with a review of the work request details they entered. They
may also print their work request information using the Print Work Request button (Figure 3).
Shop Name, Contact Names
and Phone Numbers
Figure 3: WR Overview page
2. Submitted SAC WR is Auto Routed to the SAC Shops for Shop Supervisor Review.
2.1. After the SAC Customer completes the SAC Maintenance work request form and
submits the form, the work request is auto routed to the shop. An email is generated to the SAC
Shop Supervisor and PA informing them that a WR has been submitted.
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2.2. The SAC Shop code enables all work requests assigned to SAC Maintenance to be auto
routed to the SAC Shop Supervisor for review.
2.3. Note: Routing of SAC WR is unrelated and separate from the FM work request process,
and the FM Routing table is not used for SAC Work Requests.
2.4. SAC Work Requests will be auto routed according to the SAC Shop/problem type
selection.
3. SAC Supervisor reviews and determines if WR is Reimbursable or Non-Reimbursable
WR. When the SAC WR comes into the building code, SAC Shops have the option of either
issuing it as a SAC Non Reimbursable Work Request after assigning Craftspersons, or if it is
determined to be a SAC Reimbursable, the SAC Supervisor will send it to the requesting
department’s Financial Account Manager (FAM) for Approval and account codes (See FM SOP
108: Shop Issues or Submits a Work Request within Archibus).
3.1. SAC Supervisor/PA will log into Archibus and select the Review and Issue WR task
within the SAC Supervisor/PA role to access work requests submitted to their shop (Figure 4).
After reviewing the work request, they will determine if the work request is Reimbursable or
Non Reimbursable, which is determined by SAC internal processes and operating budget.
Figure 4: SAC Supervisor/PA role
3.2. Note: The SAC Supervisor may re-route work requests during the review process if the
work request was submitted in error to SAC shops; unlike FM Shop roles, re-routing of SAC
work requests may only be completed within the SAC Supervisor/PA “Review & Issue Work
Requests” task. If the work is re-routed, SAC will no longer own the work request and will not
be able to view it; the work request will belong to FM.
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Auto Default SAC
Shop index/fund
account number for
Non Reimbursable
Work Requests
Figure 5: SAC Supervisor/PA role: Review and Issue Work Requests options
3.2.1. After reviewing, SAC may re-route the work request if needed by typing in the
shop code (i.e. MOZ01). After selecting the SAVE button located on the action bar at the top of
the windowpane, the work request will re-route to the shop selected (Figure 5).
3.2.2. An email will notify the UNC Charlotte Zone Shop supervisor about the SAC
Work Request that has been re-routed to their shop for review.
3.3. Non-Reimbursable SAC WRs are Assigned CF and issued out for completion.
3.3.1. If the work request is determined to be a Non-Reimbursable work request, the
Shop Account code will auto default to the SAC Shop Index Fund account code (#336500). The
SAC Shop Supervisor will enter the Banner Account code by selecting from the list using the
ellipse button (See Figure 5).
3.3.2. Before the Work Request can be issued, the SAC Supervisor must first assign
craftsperson to the Work Request using the CF Assign button located at the top of the Review
and Issue Work Request task.
3.3.2.1. Within the “Assign Craftspersons to Work Request” windowpane, select the
work request and then “Add New” button in order to add a new craftsperson. Next, in the
“Add/Edit Estimated and Actual Hours” window, complete the fields using the ellipse button
where appropriate (Figure 6).
3.3.2.2. Note: The Function Code, Craftsperson Code and estimated hours must be
completed before saving the form in order to add the craftsperson to the work request.
3.3.3. Note: All SAC Craftspersons are filtered for shop viewing under the SAC role.
3.3.4. After assigning their craftsperson(s), the SAC Shop Supervisor/PA issues the Non-
Reimbursable Work Request by selecting the Issue button located at the top of the “Review and
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Issue Work Request” windowpane. The work request is auto assigned “Issue and In Process”
Status.
Complete required
fields before saving
CF displays after
saving to WR
Figure 6: Assign Craftspersons to Work Request
3.4. SAC Reimbursable WRs are forwarded for FAM Approval and Assigned
Requested Status.
3.4.1. During the review process, if the SAC Shop Supervisor/PA determines that a
work request is a SAC Reimbursable, the Work Request is sent to the requesting department’s
FAM for approval.
3.4.2. The SAC Shop Supervisor will select the “Submit” button located at the top of the
windowpane. The work request will then be auto routed to the FAM.
3.4.3. Once the Work Request is sent to the FAM, the WR is then in “Requested”
Status.
3.4.4. Once the FAM Approves the WR, the WR is routed back to the SAC Shop for
issue and completion.
3.4.5. WR is now in “Approved” Status.
3.4.6. After the Approved work request is auto routed back to the shop, the SAC Shop
Supervisor will view the work request within the “Issue Approved Work Request” task located
under the SAC Supervisor/PA Archibus role. They will then assign Craftsperson(s) using the
“Assign Craftsperson to Work Request” windowpane. As mentioned previously, this window is
accessed by selecting the CF button on the action bar (Figure 5). After assigning Craftspersons,
the SAC Supervisor/PA will issue the work request out to be completed.
3.4.7. Note: Until the Work Request has been issued it will not show up in the Print-
Update Weekly Assignments or the Complete WR queue for actual hours to be assigned.
3.5. SAC Shop Rejected Work Requests. The SAC Shop Supervisor/PA may also reject
a work request, if needed. If a work request is rejected because it is a duplicate or for any other
reason, the rejection reason must be entered in the Update Craftsperson Notes field (Figure 7).
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3.5.1. Once the reason is entered, select the “Reject” button that is located at the top of
the windowpane.
3.5.2. The work request will be sent to history in “Rejected” status.
Figure 7: Rejecting a WR: Update Craftsperson Notes
4. SAC Shop Technicians Complete the work on the WR.
4.1. After the work request has been issued to the craftsperson the work is completed.
However, even after all actual work on the WR is been completed by the craftsperson(s), not all
updates will have been added to the WR.
4.2. The SAC Technician has the ability to update the craftsperson notes for their assigned
work request by accessing the Add Work Request Notes task, which is location within the Tech
role; however, they cannot edit or update work requests costs.
4.3. The SAC Shop Supervisor has the responsibility of reviewing work requests and
updating hours and cost on the work requests.
Figure 8: Supervisor/PA role: Complete WR and Update Hours and Time Off tasks
5. WR Labor Hours and Shop Stock are Updated by SAC Shop Supervisor or PA.
5.1. Note: SAC Shops have two specific rates that have been established depending upon the
type of customer request: SAC Maintenance/Technical Support and SAC Building Services.
5.1.1. Maintenance Mechanic: $22.00/Hr; Maintenance Mechanic issues include:
Repairs, Construction/Demolition, Assembly and/or installation of equipment, Event Support
and Misc. Projects
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5.1.2. Technical Support: $22.00/Hr; Computer hardware, software, peripherals and
other technical assistance support.
5.1.3. Building Services: $17.00/Hr
5.2. Only shop stock will be used for SAC work requests since materials are purchased
through local vendors. Any charges will be noted and notes added concerning POs, Requisition
Numbers etc within the Craftsperson Notes area.
5.3. Craftsperson actual hours may be updated using the Print-Update Weekly Assignments
task or from within the Work Request details on the Complete WR task (Figure 8).
5.4. Note: SAC may also assign Craftsperson(s) and the actual hours from within the
Complete Work Request task. Once actual hours after the craftsperson has been assigned may be
updated on the Print-Update Weekly Assignments task.
5.5. SAC Shop Supervisor will update all labor and charges (shop stock) for each work
request.
5.6. They will also update actual hrs, enter and track craftsperson time off including
compensatory time. Note: After updating time off within the Enter Time Off task, time off for a
craftsperson will display on the Print – Update Weekly Assignments form as PTO.
6. SAC Supervisor Role Reviews, Updates, and Finalizes WR for Billing.
6.1. After all hours and materials have been updated, the SAC Supervisor or PA will mark
the Work Request “Ready to Bill” status from the Complete WR task windowpane (Figure 9).
Once the Supervisor marks the Work Request “Ready for Bill”, the Work Request is sent to the
SAC Business Office queue for billing and invoicing.
6.2. Majority of SAC work requests will be in-house and Non Reimbursable; therefore, these
WRs will be billed to their Shop Account and through SAC’s own billing system.
SAC may bulk
select or
individually select
WRs to complete
and ready to bill
Selecting the Details button
allows SAC to view WR
info and update hours,
costs, CF notes, etc as
needed before completing
and ready for billing.
Figure 9: Complete Work Request task
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7. BILLING PROCESS FOR REIMBURSABLE WORK REQUESTS. Completed
Reimbursable Work Requests are sent to the SAC Office Manager Role’s Queue for Bill
Processing. Once SAC Shop Supervisors have marked work requests ready for bill, the SAC
Business Office Role will review and update costs if needed for work requests that have been
finalized and queued for billing.
7.1. Charges for Reimbursable SAC service work requests will be billed approximately
every two weeks using Archibus Web Central SAC Billing Console and BANNER Fupload
process to bill Reimbursable Work Requests.
7.2. Note: Non-Reimbursable work requests are automatically sent to history when the
Financial Upload (FUPLOAD) is run.
8. SAC Business Office Role Pre-Bill Steps. Prior to the billing cycle, the SAC Office
Manager Role will send an email to the SAC Shop Supervisors informing them that a
work order billing is scheduled and inform of the billing date.
8.1. SAC Business Office Role Email example: “The next work order billing is
scheduled to run on Monday, May 4th. Please complete any work requests that should be
billed prior to this date”.
9. SAC Office Manager Role Locks Bill. The SAC Office Manager Role performs the lock
bill function by selecting the LOCK BILL button located within the Create FUPLOAD task.
9.1. Once the Lock Bill function is initiated, all work requests ready to bill will display for
review. The report may then be exported to excel for additional review.
10. SAC Office Manager Role Runs the Summary Bill. The summary bill is run using the
Customer Pre-Billing Summary task.
10.1. The summary bill will provide the ability for the SAC Office Manager Role to
review and correct errors; some of these errors include:
10.1.1. Incorrect Index/Funds;
10.1.2. Incorrect Banner Accounts;
10.1.3. Incorrect Department Codes;
10.1.4. Incorrect assigned Departments;
10.1.5. Transposed Banner accounts numbers;
10.1.6. Incorrectly assigned work request type: Non-reimbursable versus
Reimbursable.
10.2. Work requests may be edited or removed as needed from the bill by selecting
the Edit Locked Work Request task.
10.2.1. Work Requests with incorrect Index Fund or work request that cannot be
corrected will be removed from bill by selecting the Remove From Bill button; the work
request will be sent back to the SAC Supervisor with comments added for their review
and correction.
10.3. Please Note: If a work request is removed from the bill because of errors, or because
of other billing issues (incorrect labor hrs, FAM disagreement with costs, etc), the SAC Shop
Supervisor are notified via email.
10.3.1. The SAC Supervisor may then review these work requests using the WR with
Account Errors report located under the Reports heading of the SAC Supervisor role. Using the
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Complete WR task, the shop may return the work request back to “Issue and In Process” status
to apply corrections as needed.
10.3.2. Note: After resolution of issues, the work request may be sent to the next
bill, or the work request may be changed to a Non-Reimbursable, if needed by the Shop
Supervisor.
10.3.3. When the work request is to be readied for bill again, the SAC Shop Supervisor
will then go back into the Complete WR view to finalize the WR for billing by selecting the
“Complete and Ready to Bill” button. The work request will be queued again for billing and sent
back to the SAC Office Manager Role.
10.4. To edit the work request, the SAC Office Manager Role will select the work
request, makes the necessary changes and then selects the Save button located within the
Edit Locked Work Request task.
10.5. Once the Summary Bill has been processed, the SAC Office Manager Role will
make corrections on the report in red or blue ink so corrections can be completed all at
once after the report is reviewed.
10.6. Copies of the Summary pages may be kept for later review or resolutions.
10.7. The SAC Office Manager will then review the report and make the corrections
within ARCHIBUS Web Central using the “Edit Locked Work Request” task.
10.8. The SAC Office Manager Role will then run another Summary Report once all
the corrections have been resolved.
10.8.1. The FUPLOAD is run through Archibus using the Create FUPLOAD
button. The report is exported from ARCHBIUS and saved to the folder that has been
created prior to the billing process.
10.8.2. A Template is used to process the bill through Banner following
established billing procedure and processes.
10.8.3. Once Banner has processed the bill (FUPLOAD), the SAC Office
Manager Role will receive the Banner Document number via email; this information
along with the FUPLOAD date is recorded.
11. Banner FUPLOAD is Completed.
11.1. Once the FUPLOAD has been generated and a Banner document number
received, the SAC Office Manager will add the Banner Document Code prior to sending
out email notifications using the “FUPLOAD Banner Code” task located within the
ARCHIBUS SAC Office Manager role.
11.2. After selecting the FUPLOAD date within the Review/Add Banner Document
Number windowpane (Figure 10), the Add /Edit Banner Document Number window will
display for adding and saving the Banner Document number (Figure 11).
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Figure 10: Review/Add Banner Document Number
Figure 11: Add/Edit Banner Document Number
11.3. All work requests that have been sent to bill are archived in Banner within a few days
after the bill has been generated
12. Bill Notifications Sent.
12.1. Emails are sent automatically to the Financial Account Managers (FAMs) when the
EMAIL button is selected in the Review/Add Banner Document Number windowpane; this
process will notify FAMs that a bill has been generated and is ready for their review.
12.2. SAC Email example: This is for your information only. No action is required in
response to this email. A reimbursable work request was submitted by your department using the
ARCHIBUS System. This email is to notify you that SAC & Rec. Facilities has completed the work
and the work request bill has been processed (see Banner Document # DL-00980). Should you
have any questions please contact our main offices at 704-687-1100 or email
fmshook@uncc.edu. Should you have any questions, please contact our main offices at 704-687-
1100 or email fmshook@uncc.edu.”
12.3. The Financial Account Manager (FAM) may then log into Archibus to view and
print the bill details utilizing the available reports (Customer Post Billing Summary task
or Review FAM WR by FUPLOAD – Banner Code) within the Financial Account
Manager role.
12.4. After the FUPLOAD is completed, the SAC Reimbursable WR is closed and sent to
history.
12.5. The Work Request data is sent to Archibus Historical reports.
12.6. SAC Office Manager role may also review previous FUPLOADs by the bill date using
the FUPLOAD History task.
13. Fiscal Year (FY) Updates. The SAC manager will work with the FIS department for fiscal
year updates to their labor rates as needed to insure that labor rate changeovers within Archibus
Web Central and work request FY turnovers are completed effectively and accurately.
14. PARTS
14.1. Shop materials and purchases for SAC work requests will be obtained through local
vendors and costs will be indicated within Shop Stock field on the work request.
14.2. SDI will not be used for any SAC work requests.
15. PREVENTIVE MAINTENANCE (PMs)
15.1. SAC will perform PMs in-house with a few contactors completing some equipment
maintenance. Note: All PMs for SAC will be Non Reimbursable and charged to SAC Operating
Budget. They will use the Standard PM processes and will customize and set up intervals for
their own PMs using the PM Easy Form (see SOP 120: Creating Preventive Maintenance (PM)
Procedures and Schedules for more information).
15.2. SAC Equipment. SAC may edit and add their equipment as needed.
15.2.1. Only SAC equipment will display for selection.
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15.2.2. SAC may view reports associated with their PMs and track maintenance on their
equipment using the Equipment reports available under the SAC Supervisor/PA role.
16. SAC EXTERNAL CHARGES
16.1. SAC will determine as part of their procedure if purchases are over specific $ amount
to determine if a PO/Requisition Numbers will be needed.
16.2. When PO/Requisition Numbers are used, copies of their PO/Requisition, documents,
etc may be attached to the Work Request using the document upload feature within the Edit WR
task.
16.2.1. When a document is uploaded, SAC Supervisor will indicate in Craftsperson
notes area that an attachment has been added to the work request and include any information
they would like to note concerning the Parts or Materials used for the work request.
17. SAC CRAFTSPERSON MAINTENANCE
17.1. SAC may manage/update their own craftsperson information using the Craftsperson
Maintenance task.
17.2. Using the Craftsperson Maintenance task, SAC may update craftsperson status, role,
email, etc and add any new employees as needed (Figure 12).
17.3. In addition, once a new SAC Position has been added by Facilities Information Systems
office, SAC may then assign a new position to a craftsperson using the Craftsperson
Maintenance task.
SAC may add a new
CF using the Add
New button; also, by
clicking on a current
employee their info
will display in the
right windowpane for
editing
Figure 12: Craftsperson Maintenance task
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