Many of the training guides have been updated and are available to download or print out. Please contact the Help Desk should you or your staff require additional training.
Contact information for:
Frequently Asked Questions for E&FM Staff
Who signs the signature field in FM request?
The person responsible for the work - if there are others helping the additional information field can be used to enter this information
When looking throught the online workflow to check my work orders the list is long, can I narrow this down?
Yes, you can - use the search criteria to narrow your list down by either number, reported on or building/site.
Once a work order has been administratively completed it will be automatically removed from your list. If your list has a lot of 'Technically Completed' work orders please notify your line manager.
What was the shortcut for adding a standard request?
Some shortcut keys are
| Press | To |
|---|---|
| CTRL+D | Enter the date, time, and user name (memo fields only) |
| CTRL+S | Save |
| F5 | Refresh the contents |
| CTRL+L | Show / hide Launch Center |
| CTRL+C | Copy selected text |
| CTRL+V | Paste selected text |
| CTRL+G | Add a standard request |
| CTRL+F | Find a particular request |
Dialog boxes and pop-ups
| Press | To |
|---|---|
| Tab | Move forward through fields and field buttons |
| UP/ DOWN ARROW | Move selection and focus in the arrow’s direction. |
| Enter | Carry out the default command of the dialog box (typically the OK button) |
Can students raise a FM or maintenance request?
Currently students cannot raise a request using the online forms. To report a maintenance and repairs fault in any non-residential building please notify either the site caretakers, or a relevant staff member. Find out more about reporting a maintenance fault if you are a student.
The caretaking groups are logging many orders for the maintenance team (as a group) consequently the ‘track the progress of my request'’ list is getting unmanageable.
We have added is the ability to be able to search via request type - please contact the Help Desk for a training guide.
When should the request be put 'in progress'?
The status of the request should be changed to ‘in progress’ as soon as the request is picked up by site staff. The ‘in progress’ status does not indicate that the problems is easily fixable, or give any timescale, merely that it is being attended to.
Can 2 people update a request/work order at the same time?
Please be aware that if you are logged into Planon the system cannot allow two people to make changes to the same order at the same time. So one person’s work effectively could be lost. This can be frustrating and time consuming.
Please only access orders pertinent to yourself and do not ‘sit’ in orders with Planon open.
When do work orders come off my list?
Once a work order has been administratively completed it will be automatically removed from your list. If your list has a lot of 'Technically Completed' work orders please notify your line manager.
Why can't I see any work orders when I log onto 'Manage My Work Orders'?
Only work orders that you are 'internally assigned to' will appear in your list. If you are not logged into the computer as yourself you will not see your orders.
Caretakers are under group names - make sure you are logged in as the group caretakers.
If you still cannot see your work order please contact you local super user, or the Help Desk. you can also log directly onto Planon to change the order.
What does 'Technically Complete' and 'Administratively Complete' mean?
Technically Complete means that the work has been physically completed. Administratively complete means the the internally coordinator has reviewed the work order and completed the request.
How do I get a Planon password/and or training?
Please contact the Help Desk 1010 to arrange a password set up and/or training
What/who is the 'Internal Coordinator'?
The Internal Coordinator is the person responsible for managing the work order and request. The system defaults the internal coordinator based on site. If your site internal coordinator is sick then the next person responsible takes over managing those work orders.
I have been wrongly assigned a job, what do I do?
Please change the 'internally assigned to' field in your work order - see the staff Planon Training Guide on how to do this and whom to reassign to
How do I see what vehicle reservations my site has?
You can see all the vehicle reservations for each site using the Pooled Vehicle Reservation Timetable.
Plug in the site you wish to see, select start and end date and click search.
Why are there no cleaning or caretaking requests?
Rather then having 2 separate requests all cleaning and caretaking requests go through a Facilities Management General Request, once the work order has been completed the internal coordinator changes the order group to reflect true nature of work.
in the same way all Repairs and Maintenance Requests go through under day-to-day, once the work is completed the internal coordinator changes the order group to reflect true nature of work.
When I am walking around site I often get asked to 'just do this' - do I need to log all of those requests?
Planon, and the Help Desk are a administrative tool - what requests you log should be discussed with your STO/SM.
Should I make a request before I complete the work?
It depends. If its easier to complete the work and then make a request (letting your SM/STO know that you completed the work) then do so.
If you need to come back the next day, or order parts then you could make the request first
Can I use the system from home?
No, you cannot access either Planon or the Help Desk from home. Planon only works from University of Brighton Staffcentral network which is only available from within the University.
Do sessions on IDMS ‘time out’ or can we stay in for a good length of time...all day?
Planon sessions will not time out but are limited by number of licences so its preferable to not leave open when not in use as it will prevent other users logging on.
When I try and update my order the system gives me an error message
Does the order type match? If you are going from Reported to Tech Complete you must first issue the work order (you can change the status online).
If the orders not for me why can't I just reassign it to the correct person?
Because there are many order types and the person you are reassigning it to might not know to look for that particular order type, might be annual leave, or might not have access to Planon.
Can I attach a document to a request?
Yes you can using the upload facility available on all requests. However the document must be no bigger then 1024, and the title must be 50 characters or less.