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Facilities and
Campus Services

REF 04 - When do Service Requests and Work Orders Close?

When do Service Requests Close?

The way Service Requests (SRs) and Work Orders (WOs) resolve, complete, and close depends on the SR classification.

A SR or WO that is Resolved or Complete is not yet Closed:

  • Charges and other information can still be added to a Complete WO or Resolved SR.
  • Once the WO or SR is Closed, charges and other information can no longer be added.

Maximo has automation built in to take a SR from Resolved to Closed if the following are true:

  1. All Work Orders (WO) on the Service Request (SR) are Complete (COMP/COMP2) 
  2. Note: Automation happens when all assignments are Complete on the WO, then the WO will go to Complete
  3. Note: For Project SRs, the status must be changed manually to Resolved. Only the owner of the Project SR should resolve it. Do not resolve a Project SR owned by another person or group.

When do Work Orders Close?

  1. All Assignments on the WOs are Complete
  2. All Purchase Orders (PO) on the WOs are Closed
  3. For non-Project (REPMAINTSERV) SRs: 90 Days have passed since the SR went to Resolved status
  4. For Project (FSPROJ) SRs: 14 Days have passed since the SR went to Resolved status

To check if there are any open POs on the WOs:

  1. On the Work Order, click on the "Select Action" dropdown
  2. Click on "View", then click "PO Information"
Screenshot View PO Information

You can filter the list of POs, if there are many, by clicking on "Filter", then typing "!=CLOSED" under the Status column, then hitting "Enter" on your keyboard. 

Screenshot View PO Details Filter

Please work with Procurement to close any outstanding open POs.

Tags

Audience(s)

All

Role(s)

Manager
Non-Technician/Staff

Subject area(s)

Purchasing
Service Requests
Work Orders