RUL 07.25.10 – Work Requests

Authority: Vice Chancellor for Finance and Administration

History: First Issued: December 7, 2000. Last Revised: December 13, 2022.

Additional References:
Facilities Operations Website

Contact Info: Business Systems Director, Facilities 919-515-2991

1. Purpose 

To provide a process for university departments to request work to be performed by the Facilities Division.

2. Intent

To ensure that all work requests are routed to the appropriate area for action and timely resolution.

3. Procedure

3.1 All work that is requested should be directed through the Building Liaison. The Building Liaison should have all information pertaining to work requests and be made aware of any situations that may be occurring within the building (e.g., power outages, water shut downs, HVAC systems).

3.2 The Building Liaison is responsible for prioritizing work requests and submitting them to the Facilities Customer Service Center by either phone or online.  The requestor and/or Building Liaison is responsible for providing all pertinent information in the request. If the work is to be paid for by the department, it will be the requestor’s responsibility to provide the financial account information. Failure to provide all required information may result in delayed processing of the work request. If the Building Liaison is unavailable, urgent issues can be submitted to

3.3 Upon receipt of the request, the Customer Service Center will enter the data into the Facility Integrated Work Management System (IWMS). An automated email with the work number will be sent to the provided email address in the work request. A second automated email will be sent once the work is marked completed within the system. Work requests with the highest priority category will be assigned to the responsible shop immediately for assistance and repair. Allow 24-hours response time for all work requests categorized as “Priority #1.” The most threatening issues (i.e. security or safety related, sparking light fixtures, water/HVAC leaks and unidentifiable odors) will take immediate priority.

Contact the Customer Service Center at 919-515-2991 or for assistance.