Frequently Asked Questions

If you question is not listed below or answered adequately, please contact us at ext. 5444 or servicedesk@mail.montclair.edu

  • Facilities Service Desk (jump to topic)
    1. How do I get something repaired in my room or office?
    2. What is “Archibus”?
  • Work Management System (jump to topic)
    1. How do I request services after hours?
    2. Who is authorized to make a Work Request?
    3. What is a Work Order (WO)?
    4. How do I submit a Work Order (WO)?
    5. What services are not covered by the facilities service requests?
    6. Once I place a work order how long will it take before the work gets done?
    7. When can I expect to see service technician?
    8. What is Preventive Maintenance?
    9. How are complaints being handled?
  • General Maintenance (jump to topic)
    • Mechanical, Electrical and Plumbing Services
      1. Do I need to place a service request to ask for more heat or air conditioning?
      2. How do I get a burned-out light bulb replaced?
      3. When an elevator is stuck or not working, how do I report it?
      4. My office needs additional electrical outlets?
      5. Room is too hot or cold, what should I do?
      6. Lights are out, what should I do?
      7. Bathroom fixtures are overflowing, what should I do?
    • Carpentry, Masons and Painting Services
      1. My office hasn’t been painted for years. Will I have to pay to have it done?
      2. My building hasn’t been window washed for years. Will I have to pay to have it done?
    • Housekeeping, Moving and Grounds Services
      1. If I need a room set up for a special function, how do I get this done?
      2. If I notice that a custodial problem seems to be ongoing, whom should I call?
      3. What is the turnaround time for moves? What is the procedure to make the move more efficient?
      4. There is a bug or insect problem in my building, who should I contact?
      5. If I need tables and chairs delivered for a special event, what do I do?
      6. When I see a snow or ice problem, what do I do?
      7. Can I just leave items in the hallways to be picked up and disposed of?
  • Residence Hall Maintenance (jump to topic)
    1. How do I request routine maintenance services for my Residence?
    2. How do I request urgent or emergency maintenance service after hours?
    3. Do I have to be present for maintenance requests?
    4. Can I paint my room?
  • Locksmith Services (jump to topic)
    1. Who is responsible for unlocking classrooms?
    2. My key broke off in the lock and I need a Locksmith.
    3. My key will not open the door.
    4. I will be changing departments and my successor will need the same keys. Can't I just pass them on to him or her?
    5. My room has been re-keyed. Can I turn in my key and get the new key?
    6. I lost my keys. What do I do?
    7. I cannot find the key to my filing cabinet or desk. Can I just turn in a Work Request?
    8. I teach a class on the weekend, will the building be open or do I need a key?
    9. How do I get into my office if I have forgotten my keys?
    10. I have been requested to submit to a key audit. Am I obligated to do so?
  • Access Control Systems Services (jump to topic)
    1. There is no light on the access control reader?
    2. Light doesn’t turn green when I swipe my card over the reader?
    3. There is green light when card passed, but the door won’t open?
    4. I scanned my card but there is no reaction from the door?

Top of Page

Facilities Service Desk

  1. How do I get something repaired in my room or office? Top of Page
    There are three ways to have something repaired in your room, office or any other space on campus. First, you can call the Facilities Service Desk directly at ext. 5444 and report the work request. Second, you could e-mail us at:ServiceDesk@mail.montclair.edu. The best way however, is to use the Archibus On Demand Work System. Archibus allows campus faculty and staff to monitor the status of their departments' work requests online.
  2. What is “Archibus”? Top of Page
    Archibus is the Campus facilities work order management system., which is used by Facilities Service Desk to manage its work processes including emergency work, urgent work, rush work, routine work, and preventive maintenance. The system automates the entire maintenance process from work request identification to work order completion.

Work Management System

  1. How do I request services after hours? Top of Page
    We are open on Monday-Friday from 7:00am-10:00pm, Sunday from 12:00pm-8:00pm, and closed on Saturday.Please call University Police at ext. 5222 after hours and on weekends.
  2. Who is authorized to make a Work Request? Top of Page
    Any member of the University Community (faculty, staff, student, visitor, alumni) can contact the Facilities Service Desk.
  3. What is a Work Order (WO)? Top of Page
    A Work Order is an approved request for services. All cost, be it labor, material, invoices, or utilities all are charged or linked to a Work Order.
  4. How do I submit a Work Order (WO)? Top of Page
    Use Archibus, the online work order request system, or call the Facilities Service Desk at ext. 5444. The Requestor should be prepared to provide the following information:
      • Name
      • Department
      • Phone Number
      • E-mail address
      • Building and Room Number
      • Specific Location of Work
      • Contact Person
      • Problem Description or Task

    Please put in separate work requests for each room and if possible for each shop (Ex. Locksmith, Housekeeping, Grounds, HVAC, Carpentry). If a specific date is requested, we will do our best to meet your request, depending on staff and material availability. Special events are scheduled as requested. Keep in mind that holidays and summer, spring and winter breaks are coordinated and scheduled months in advance.

  5. What services are not covered by the facilities service requests? Top of Page
    Vehicle requests, facility reservations, construction projects, major renovations (projects), minor renovations (projects), and upgrades. We will assist you as we can in redirecting your requests to the proper department. Please see a more complete list of services not being provided:
      • Telephone services, repair and installations, Telecomm Services: 973-655-4107
      • Faculty and staff computer network installations, Office of Information Technology: 973-655-7971
      • Washer and dryer repairs and concerns, Residential Education Services: 973-655-5188
      • Dining services and vending machines, Dining Services: 973-655-4224
      • Supply of new furniture, Please contact your division/department/unit fiscal agent
      • Computer request, repair and installation, Office of Information Technology: 973-655-7971
      • Installation of new services: air conditioning, electric, water, etc. requested by the department, Design & Construction Services: 973-655-4323
      • Repair of incubators, autoclaves, walk-in boxes, environmental boxes, centrifuges, water cooled microscopes, aquariums, and special scientific equipment, Design & Construction Services: 973-655-4323
      • Approval required for an ad to be posted on the bulletin board: Student Center Scheduling Office: 973-655-4411
      • Fire Safety and emergencies, Fire Safety: 973-655-5401
      • Campus Security Issues, University Police: 973-655-5222
      • Lost and Found, University Police: 973-655-5222
      • Health and Safety related issues, Environmental Health and Safety Department: 973-655-4367
      • Central Receiving, Central Receiving Department: 973-655-4359
      • Mail Services, Mail Services: 973-655-6834
      • Parking Services, Transportation and Parking Services: 973-655-7580
      • Shuttle Services, Transportation and Parking Services: 973-655-3326
      • Fleet Services, Transportation and Parking Services: 973-655-3326
  6. Once I place a work order how long will it take before the work gets done? Top of Page
    This depends on the specific work requested. A simple repair should not take more than two (2) working days. However, if the work requested has to be scheduled around the use of the room or office space, such as painting or electrical repair, it might take longer. The Facilities Service Desk will act as the point of contact, and report any updated information from the Shops back to the customer. If no specific date is requested, the work request will be scheduled as soon as time permits, based upon date of receipt and priority. A full description of work priorities is found here.
  7. When can I expect to see service technician? Top of Page
    Our goal is to provide response immediately for emergencies, same day response for urgent repairs and in a reasonable time for routine repair requests based on existing workloads not to exceed 15 days. During peak times at the start of each semester there may be short delays in our response times due to the large volume of requests. Facilities staff will strive to provide you timely service.
  8. What is Preventive Maintenance? Top of Page
    Preventive Maintenance is classified under the Routine Work. Preventative Maintenance is the periodic inspection, adjustment and maintenance necessary to preserve building equipment function, minimize utility system breakdown and maximize system and equipment efficiency.
  9. How are complaints being handled? Top of Page
    All complaints should be directed to the Facilities Service Desk at ext. 5444. If they cannot be handled there immediately, they will be referred to the proper department.

General Maintenance

Mechanical, Electrical and Plumbing Services

    1. Do I need to place a service request to ask for more heat or air conditioning? Top of Page
      Please call the Facilities Service Desk directly at ext. 5444 or e-mail your request to:ServiceDesk@mail.montclair.edu.
    2. How do I get a burned-out light bulb replaced? Top of Page
      Check with a Housekeeper assigned to your building, or call the Facilities Service Desk at ext. 5444.
    3. When an elevator is stuck or not working, how do I report it? Top of Page
      Call the Facilities Service Desk at ext. 5444 to have it repaired. Please report it to the University Police at ext. 5222 if someone is stuck in it.
    4. My office needs additional electrical outlets? Top of Page
      Often a department over utilizes existing building utilities, i.e. available electric service, requiring the installation of additional service. This is considered an improvement to the facility and becomes the financial responsibility of the requesting department. A Service Request detailing your needs should be sent to the Facilities Management at 4323.
    5. Room is too hot / too cold, what should I do? Top of Page
      Please contact the Facilities Service Desk at ext. 5444 to report the situation.
    6. Lights are out, what should I do? Top of Page
      Please contact the Facilities Service Desk at ext. 5444 to report the situation.
    7. Bathroom fixtures are overflowing, what should I do? Top of Page
      Please contact the Facilities Service Desk at ext. 5444 to report the situation.

Carpentry, Masons and Painting Services

    1. My office hasn’t been painted for years. Will I have to pay to have it done? Top of Page
      There is a campus wide painting schedule. All University buildings are scheduled to be painted on a maintenance cycle. Paint requests outside the schedule are chargeable. Please call Facilities Service Desk at ext. 5444 to find out the schedule for your building.
    2. My building hasn’t been window washed for years. Will I have to pay to have it done? Top of Page
      There is a campus wide window washing and power washing schedule. Please call Facilities Service Desk at ext. 5444 to find out the schedule for your building.

Housekeeping, Moving and Grounds Services

    1. If I need a room set up for a special function, how do I get this done? Top of Page
      “Environmental and Special Services” does a majority of the set-ups on campus. By placing a service request in a timely manner, (please let us know at least 4 working days in advance of an event), they should be able to handle most of the requirements.
    2. If I notice that a custodial problem seems to be ongoing, whom should I call? Top of Page
      Please call the Facilities Service Desk at ext. 5444 any time you notice something that needs attention. The Housekeeping Supervisor will be notified so that the problem can be corrected as soon as possible.
    3. What is the turnaround time for moves? What is the procedure to make the move more efficient? Top of Page
      Moves are scheduled on a weekly basis and need to be submitted at least 5 working days in advance of your move. All items to be moved must be clearly marked. Smaller items such as books and papers should be placed in boxes. Boxes are available through the Facilities Service Desk, please call ext.5444
    4. There is a bug or insect problem in my building, who should I contact? Top of Page
      Contact the Facilities Service Desk at ext. 5444. The Pest Control contractor will be dispatched.
    5. If I need tables and chairs delivered for a special event, what do I do? Top of Page
      All requests for staging, tables and chairs must be requested through the Facilities Service Desk at ext. 5444, who will then coordinate the delivery of the required items with Moving Services. Event planners should call at least one (1) week in advance of the scheduled event.
    6. When I see a snow or ice problem, what do I do? Top of Page
      Report it to the service center at ext. 5444, who will then dispatch the Snow Coordinator.
    7. Can I just leave items in the hallways to be picked up and disposed of? Top of Page
      Leaving items in corridors is in violation of Building & Fire codes. Custodians do not dispose of items other than the trash. If you need items removed from your area, a move request should be submitted to Facilities Service Desk at ext. 5444.

Residence Hall Maintenance

  1. How do I request routine maintenance services for my Residence? Top of Page
    Resident Students need to contact their respective Residence Director Office to place a work request during normal business hours. The office will relay this information to the Facilities Service Desk. The Residential Education and Services web page is located here.
  2. How do I request urgent or emergency maintenance service after hours? Top of Page
    Resident Students need to contact the University Police or Resident Directors.
  3. Do I have to be present for maintenance requests? Top of Page
    No. By submitting a work request you are requesting us to perform the service during normal business hours.
  4. Can I paint my room? Top of Page
    No, residents are not permitted to re-paint their rooms. All residence hall rooms are painted on a rotating schedule. We encourage the use of removable posters and other decorations to personalize your room.

Locksmith Services

  1. Who is responsible for unlocking classrooms? Top of Page
    Classrooms are to be unlocked by Locksmiths. Please call Facilities Service Desk if you have trouble with classrooms being locked.
  2. My key broke off in the lock and I need a Locksmith. Top of Page
    Please contact the Facilities Service Desk at ext. 5444 to report the situation.
  3. My key will not open the door. Top of Page
    The key may be defective, i.e., a bad cut, worn or a burr on it. Please contact the Facilities Service Desk at ext. 5444 to report the situation.
  4. I will be changing departments and my successor will need the same keys. Can't I just pass them on to him/her? Top of Page
    No. Until you have returned your keys and been provided a receipt, you will be held responsible for those keys. Coordinate with your department chair or dean regarding handing your access materials.
  5. My room has been re-keyed. Can I turn in my key and get the new key? Top of Page
    The old key has to be returned to Locksmith Shop. In order to obtain the new key, please contact the Facilities Service Desk at ext. 5444.
  6. I lost my keys. What do I do? Top of Page
    Report the loss of keys to University Police and obtain a crime log number. If the loss includes keys that access University property, contact the Facilities Service Desk to coordinate any required Locksmith procedures and replacement.
  7. I cannot find the key to my filing cabinet or desk. Can I just turn in a Work Request? Top of Page
    Yes. Desks and filing cabinets contain material that is low security information. Unless they contain 'sensitive' material that the department head wants security maintained by the college locksmith, a work request can be submitted.
  8. I teach a class on the weekend, will the building be open or do I need a key? Top of Page
    Have your department contact the Registrar, who will program the request on their room opening schedule. University Police is responsible for buildings being opened on the weekends and holidays, and for emergency access.
  9. How do I get into my office if I have forgotten my keys? Top of Page
    Contact the Facilities Service Desk at ext. 5444 between 7:00am to 10:00pm Monday to Friday, and Sundays from 12pm to 8pm. Please call Campus Police at ext. 5222 after hours and on weekends.
  10. I have been requested to submit to a key audit. Am I obligated to do so? Top of Page
    As a verification of key records, a key audit may be performed either on a departmental or an individual basis. Key audits will verify that all keys assigned to an individual are still in his or her possession. Department audits will verify all individuals who have been issued keys by this department.

Access Control System Services

  1. There is no light on the access control reader? Top of Page
    There may be no power to the door lock or the LED light burned out. Please contact Facilities Service Desk at ext. 5444 to report the problem.
  2. Light doesn’t turn green when I swipe my card over the reader? Top of Page
    You may have a defective access control card, or not be programmed for access to that specific area. Please contact Facilities Service Desk at ext. 5444 to report the problem.
  3. There is green light when card passed, but the door won’t open? Top of Page
    You may be using the incorrect door opening technique. Try pushing the door open without turning handle, or turning the handle before pushing the door open. You also may not be programmed for access to that specific area. Contact the Facilities Service Desk at ext. 5444 for further assistance.
  4. I scanned my card but there is no reaction from the door? Top of Page
    You may be using incorrect card scanning technique or not have access to the door. Approach the swipe reader with your swipe card and swipe it slowly, not with quick, up and down movements. For proximity cards, the card should face the reader flat, not turned sideways. If your proximity card is inside a wallet, try removing card from wallet and scan again. Also check that you do not have card placed next to another access card inside your wallet, as the reader may be picking up code from another card. If these suggestions do not work please contact Facilities Service Desk at ext. 5444 to report the problem.