Maintenance Management - User Guide

Document ID: MAINT-UG-001 Version: 1.0 Last Updated: May 2026

👥 Quick Start Guide by Role

For Requesters (Campus Users)

How to Submit a Maintenance Request

Access System
- Go to Maintenance Portal
- Log in with your credentials
- Click “New Request”
Fill in Location
- Select building
- Select room/area
- Specify exact location
- Add building contact
Describe Issue
- Be specific about problem
- Explain impact (if critical)
- Describe any unusual sounds/smells
- Note when issue started
- Describe what you’ve tried
Add Photos
- Use mobile app or upload
- Take clear photos
- Show problem clearly
- Optional but helpful
Submit
- Click “Submit Request”
- Receive confirmation
- Get request number
- Receive email with tracking link
Track Progress
- Check online status
- Receive email updates
- Know when technician coming
- Get completion notification

For Maintenance Team

How to Execute a Maintenance Request

Receive Assignment
- Check your assignment board
- Review request details
- See scheduled time
- Note location and issue
Prepare
- Gather tools needed
- Get materials/parts
- Review special hazards
- Coordinate access if needed
Travel to Location
- Arrive 10 minutes early
- Call requester if needed
- Confirm exact location
- Assess work area
Pre-Work Setup
- Perform safety assessment
- Set up work zone
- Notify occupants
- Take before photos
Execute Work
- Follow maintenance procedure
- Document progress
- Update mobile app
- Handle unexpected issues
Test & Verify
- Test systems
- Verify functionality
- Check safety
- Clean area
Complete
- Get requester approval
- Take final photos
- Submit completion
- Provide warranty info

For Supervisors

How to Manage Team

Monitor Workload
- Check team dashboard
- See daily assignments
- Monitor productivity
- Track completion rates
Handle Issues
- Review escalations
- Approve scope changes
- Authorize overtime
- Resolve disputes
Quality Control
- Spot-check work
- Review complaints
- Assess technician performance
- Plan training needs
Reporting
- Generate performance reports
- Track KPIs
- Plan staffing
- Budget maintenance

📱 Step-by-Step Procedures

Submitting a Request

Step 1: Navigate to System
├─ Open web browser
├─ Go to [System URL]
├─ Click "Maintenance"
└─ Log in if needed

Step 2: Start New Request
├─ Click "+ New Request" button
├─ Page displays request form
├─ Required fields marked with *
└─ Optional fields noted

Step 3: Select Location
├─ Click "Building" dropdown
├─ Choose your building
├─ Click "Location/Room"
├─ Enter room number or area
├─ System shows location map
└─ Confirm location correct

Step 4: Describe Problem
├─ Click in "Problem Description"
├─ Explain issue clearly:
│  ├─ What's not working?
│  ├─ When did it start?
│  ├─ Is anyone in danger?
│  └─ What have you tried?
├─ Example: "HVAC unit not cooling.
│  Started this morning.
│  Temperature at 78°F.
│  Tried lowering thermostat, no change."
└─ Minimum 20 characters

Step 5: Add Photos (Optional)
├─ Click "Add Photos"
├─ Select from camera or files
├─ Take clear photos of problem
├─ Multiple photos OK
└─ Shows before condition

Step 6: Select Urgency
├─ Is this an emergency?
│  ├─ [ ] Critical (safety risk)
│  ├─ [ ] Urgent (can't work)
│  ├─ [ ] Medium (annoying)
│  └─ [ ] Low (can wait)
└─ System auto-suggests based on description

Step 7: Add Contact Info
├─ Your name: [auto-filled]
├─ Phone: [auto-filled, can edit]
├─ Best time to reach: [select]
└─ Preferred method: [ ] Phone [ ] Email

Step 8: Review & Submit
├─ Scroll up and review
├─ Check location correct
├─ Verify problem description clear
├─ Confirm contact info
├─ Click "Submit Request"

Step 9: Confirmation
├─ System displays confirmation
├─ Shows request number (REQ-XXXXX)
├─ Shows estimated response time
├─ Email sent with tracking link
└─ Can track online or by email updates

❓ Troubleshooting & FAQ

“I have an emergency - what do I do?”

Answer: 1. Call Emergency Facilities: [XXX-XXX-XXXX] 2. Describe immediate danger 3. Evacuate if needed 4. Wait for emergency response 5. On-call technician will respond in 1-2 hours

“When will someone come fix this?”

Answer: Response time depends on priority: - Critical (safety): Within 2 hours - Urgent: Within 8 hours - Medium: Within 1-3 days - Low: Within 1-2 weeks

You’ll receive notice 30 minutes before arrival.

“Can I reschedule the maintenance appointment?”

Answer: Yes, if at least 24 hours notice: 1. Click reschedule link in email 2. Select new date/time 3. Confirm 4. Will receive new appointment notice

Shorter notice: Contact supervisor at [number]

“The problem is still not fixed. What do I do?”

Answer: 1. Submit new request describing remaining issue 2. Reference original request number 3. Include photos if changed 4. Mark as “Rework - Previous issue not fully resolved” 5. Escalate to supervisor if needed

📊 Dashboards & Reports

My Requests Dashboard

Shows: - All your submitted requests - Current status of each - Date submitted - Priority level - Estimated completion - Assigned technician - Notes and updates

Filter by: - Status (New, Assigned, In Progress, Complete) - Location (Your building) - Date range - Priority

🎓 Training Resources

Quick Training (15 min)

How to submit request
How to track request
What to expect

Complete Training (1 hour)

System navigation
Different request types
Response time expectations
How to communicate issues
Escalation procedures

📞 Support & Help

General Questions: - Email: maintenance@institution.edu - Phone: [XXX-XXX-XXXX] - Hours: 8 AM - 5 PM, Mon-Fri

Emergency (24/7): - Call: [Emergency Number] - Report immediate safety concerns - Describe emergency clearly

Online Chat: - Available on Maintenance Portal - During business hours - Quick answers to common questions

[[Maintenance Management/Overview|Module Overview]]
[[Maintenance Management/Complete Workflow|Complete Workflow]]
[[Maintenance Management/Detailed Processes|Detailed Processes]]
[[Maintenance Management/System Requirements|System Requirements]]