The In-and-Outs of Submitting a Work Order

When living on campus, the chances are something in your residence hall or on-campus apartment might break or malfunction. If you’re a resident who experiences this, don’t panic. Whether it’s a broken refrigerator, an air-conditioning problem or a clogged drain, there’s one simple solution for all your problems: a work order.

Many students may have heard about work orders, but not many have actually submitted one, and even less understand the ins-and-outs of everything that goes into the process.

Work orders are submitted for any problems that arise in residence halls or on-campus apartments. If the sink is clogged, submit a work order. If the doorknob is broken, submit a work order. If the light is out, submit a work order.

Once a work order is submitted, it is placed into a queue. From there, DASA Facilities identifies the problem and places it in the respective category (ie. plumbing, lights, heating, ventilating and air conditioning). After the problem is categorized, it is sent to the DASA Facilities in the specified area on campus. For example, if the problem is reported from Carroll Hall, it is sent to central campus maintenance. If the problem is reported from Avent Ferry, it is sent to east campus maintenance. All DASA Facilities staff members respond quickly to the problems and inform residents about the situation so they will not experience the problem again, according to Marcus Gibbs, administrative support associate for Facilities.

There are two different types of work orders: emergency and non-emergency. For everything classified as an emergency, such as a power outage or a leaky pipe, residents should call 919-515-3040 during business hours, Monday–Friday, 8 a.m.–5 p.m. If the issue occurs after hours, residents should call their 24-hour service desk. Actual emergencies like a fire should be reported to  to 911.

For all non-emergency work orders, residents should fill out a form online: Submit a work order. From there, they fill out a request with all the information required, including name, phone number, e-mail, facility name, building name, area number and a description of the request. If multiple requests are submitted or sufficient information about the request is not displayed, the request may be rejected.

The most common work orders are related to air-conditioning problems and clogged drains. Air-conditioning issues occur because of the change in weather. Gibbs said it’s also more about understanding the air-conditioning settings and adjusting. However, clogged drains are unavoidable.

“There’s going to be hair and other fun things in the drain when multiple residents use the shower and sinks,” Gibbs said. “It comes with the territory.”

In addition to all the common work orders, DASA Facilities receives a few strange requests as well. Gibbs once received a work order asking if they were hiring. “Please do not apply for jobs through the work order system,” he said.

But the strangest work order was from someone who believed he had a ghost in his room. “I called the resident, and he immediately began to laugh,” Gibbs said. “He told me that he heard things at night, and he just wanted to let me know. I told him that I will try to lobby for an exorcism department or a priest division so that we will be ready just in case something like that happens again.”

Need to submit a work order? Here’s some helpful do’s and don’ts about the process:

  • Do submit separate work orders for each individual request. If your lights are out and your air conditioning isn’t working, putting them in separate work orders allows DASA Facilities to send the light problem to the electricians and the air conditioning problem to the heating, ventilation and air conditioning (HVAC) technicians.
  • Don’t submit five different problems on one work order. However, if you do wish to submit multiple problems on ticket, make sure they are similar problems. For example, if you have a clogged drain, leaky pipe, and a broken toilet, they are all plumbing issues and can be submitted in a single work order.
  • Do be specific on your work order. Include room numbers, building names and a brief explanation of the issue.
  • Don’t just submit a work order that says “leak.” What is leaking? It could be the ceiling or a pipe in the room or bathroom. “Make sure a good description of the issue and location of the issue is noted,” Gibbs suggested.
  • Do call the facilities office (919-515-3040), your 24-hour desk or 911 in case of an emergency. You may submit a work order in addition to the phone call, but make sure to call the office so someone can take care of the issue right away.
  • Don’t just submit a work order online if it is an emergency. “We once had someone send in a work order telling us that the stove was on fire, so I’m picturing the person looking at the stove on fire, calmly walking to their desk and taking the time to submit a work order while the stove is engulfed in flames,” Gibbs said. “My advice for emergencies is do not hesitate to call — we are here to help.”
  • Do submit work orders for laundry-related problems in residence halls to Caldwell and Gregory. Use your smartphone to scan Caldwell and Gregory’s Service Ability QR code on the machine or make a service request online at caldwellandgregory.com— this provides a link to the dispatch service so the problem is addressed quickly.

For more information about laundry, visit the Laundry page.

If you have any questions regarding work orders or the number of your 24-hour desk, please visit the Submit a Work Order page.