Priority codes are assigned to each type of service and are used to schedule all service requests. The priority of your request can be viewed on the Service Request form.
Priority-1: Emergency
Priority-2:Urgent
Priority-3:Expedited
Priority-4:Routine Type I
Priority-5:Routine Type II
Priority-6:Events
Priority-7:Deferred
Priority-1: Emergency
Fire, health and safety items that demand immediate response to protect and save property and lives. There is an immediate response and measures taken to alleviate the situation, but not necessarily a permanent repair. Requests are dispatched via radio immediately.
Priority-2:Urgent
Urgent situations pose a threat of personal injury, equipment damage, or a serious disruption of College operations. Whenever possible, urgent work orders should be completed within 24 hours to alleviate the situation before injury occurs, equipment or property is damaged, or the condition worsens. Requests are dispatched as soon as possible or practical and technicians should respond within the same shift or in some cases up to 24 hours.
Priority – 3:Expedited
Work that does not fit the definition or urgent work but needs to be accomplished in an expedited time frame. Such work may be high profile in nature, have a short deadline date, or be requested from a high-ranking official such as a College President or Vice President of Campus Planning and Facilities, or the Director of Operations. An expedited response shall occur ideally within 24 to 48 hours.
FAMIS: Will assign a due date of three (3) days after the service request is approved and work order is created or specifically designated during the approval process of turning an order into a Type 3 priority.
Priority-4:Routine Type I
Maintenance or service item that does not pose an immediate risk to facilities, systems, equipment or components and can be handled on a routine planned and scheduled basis. Advance coordination with the customer is typically required to allow scheduling of personnel and receipt of materials. Work orders are processed through FAMIS as dispatching of personnel is not required. Response is typically within 5 business days.
FAMIS: Will assign a due date of seven (7) days after the service request is approved and work order is created.
Priority-5:Routine Type II
Maintenance or service item that does not pose an immediate risk to facilities, systems, equipment or components and can be handled on a routine planned and scheduled basis. Advance coordination with the customer is typically required to allow scheduling of personnel and receipt of materials. Work orders are processed through FAMIS as dispatching of personnel is not required. Response is typically greater than 5 days. Fill in type work is placed in this category.
FAMIS: Will assign a due date of 40 calendar days unless a specific date is requested in the service request. Specific dates should be a minimum of 7 calendar days after the submittal of the service request. For specific date requests, the supervisor shall review the date requested and confirm with the customer that it is possible to provide the service on that day.
Priority-6:Events
Work is coordinated through the Office of Conferences and Special Events. Work orders are processed through FAMIS as dispatching of personnel is not required. Lead time required is a minimum of 5 business days.
FAMIS: The due date will be entered by CS&E or DCAD. If a date is not entered Work Control will contact the department, CS&E or DCAD to clarify the dates prior to converting a service request to a work order.
Priority-7:Deferred
Work that has been intentionally delayed due to lack of resources, impending asset retirement, awaiting conflict resolution, long-term access issues, or has been subject to other administrative issues, reviews or constraints. Work orders or Projects placed in this category require FO&M senior management approval.
FAMIS: The due date will be 6 months from the date the priority is changed to Type 7.
