INSTRUCTIONS FOR ENTERING TENANT REQUESTS

131 South Dearborn provides an online service request system as an amenity for tenant contacts.

To access the 360Facility system:

• Select “Tenant Services” from this website, and then select “Submit a Request”. Alternatively, you may access the 360Facility website directly at https://sec.360facility.net/citadelcenter.
• At the login screen, enter your user name and password.
• Click the “Sign In” button.

To change your password:

• At the login screen, enter your user name and current password.
• Select the “Change Password” box.
• Re-enter your old password.
• Enter your new password.
• Re-enter your new password.
• Click the “Ok” button to perform the change.
• Click the “Ok” button to return to the login screen.
• Login using your new password.

To enter / create a new work order request:

• Click the tab marked “Create Request” at the top left corner of the screen.
• The “Property” field should read “Citadel Center”.
• Under the “Space/Floor” field, please identify the suite/floor number that the service request work order is for, not your requestor floor location.
• Under the “Type” field, select the type of service requested. Choose from one of the following types:
• Cleaning
• Maintenance
• Office of the Building (after-hours HVAC, security keycards, etc.)
• Temperature
• Lighting
• Freight Elevator / Dock
• Projects (Specialty work that would require a supplemental proposal from the Management Office)
• Under the “Sub-Type” field, select the specific type of service requested.

• Submitted work orders default to a “Normal” priority level, regardless of its nature. The engineer that receives the work order will handle temperature comfort calls, leaks, etc. on an urgent basis, which is considered a normal priority level for that type of service. Generally, a “High” priority level is used in a situation where the normal response time needs to be expedited. For example, building engineers generally will handle a light bulb replacement request within 24 hours of receipt; however, if you need the bulb replaced immediately, the priority level may be changed to “High”.
• Under the “Describe Your Request” field, please briefly describe the service request, listing the subject first. This message is e-mailed directly to the building team member, thus the scope of work should be detailed, but brief. The following are a few example work order descriptions:
  1. Hot. Conference Room A on the __ floor.
  2. Cold. Office #_____ on the ___ floor. See Name.
  3. Light out. ___ floor East pantry area.
  4. 2 Keys for Office #____ on the ___ floor.
  5. Activate card #________ for Name with 24-hour access.
  6. De-Activate card #________ for Name effective Date.
  7. Issue 2 keycards for Name and Name with 24-hour access.
  8. Clogged toilet. Women’s restroom on the __ floor.
  9. After-hours HVAC. Date from Start Time to End Time, totaling ___ hours in ___ floor(s).

1. Please indicate the location that area or room can be found (i.e., north, south, east or west).
2. Your name will automatically populate under the “Who is Making this Request” or “Contact Information” fields.
3. Click the “OK” button if the request has been entered to your satisfaction. Click the “Reset” button if you would like to start over and re-enter the request.
4. Upon completion, a request identification (ID) number will appear. Please record this number for future reference.
5. If you would like to print a hard copy of the work order, simply click on the request ID number. The work order will appear on your screen, and you will need to click on the printer button on the toolbar, which will print the work order for your records.

Note: Some work orders may be billable. Please note that billable work orders will still require a signature from an authorized tenant contact upon completion of the work, which will be delivered by the appropriate building team member to your office.

To review pending work order requests:

• Click the tab marked “My Requests” at the top left corner of the screen.
• This screen is comprised of two components:
• Open work orders: Work orders that have not been closed out.
• Closed work orders: Work orders that have been closed out and billed, if applicable.

For Open Work Orders:

• Locate the request ID number for the work order in question. If you don’t have it, simply hold your cursor on each request ID number, and it will give you a glimpse of the work order description for that applicable work order.
• In the far right column marked "Status / Priority", it will tell you one of the following:
• Open: The work order request has not commenced.
• On occasion, an open work order may have "Escalation Sent" below it, which simply means that the building team member has been sent a reminder  message regarding the request.
• In Progress: The work order request is in progress / not fully completed
• Finished: The work order is complete.
• On hold: Waiting on parts.
• If there is an issue with a work order or if you need to modify the work order request, please follow the procedures below.

For Closed Work Orders:

• Locate the request ID number for the work order in question. If you don’t have it, simply hold your cursor on each request ID number, and it will give you a glimpse of the description for that applicable work order.
• In the far right column marked “Date Closed”, it will give you the date the work order was closed.

If there is an issue with a closed work order, please contact the Management Office at (312) 357-2955.

To void (or terminate) a work order request:

• Click the tab marked “My Requests” at the top left corner of the screen.
• Locate the request ID number for the work order in question. If you forgot the request ID number, simply hold your cursor on each request ID number, and it will give you a glimpse of the work order description for that applicable work order.
• Verify that the work order has not been marked “Finished” under the far right column marked “Status/Priority”.
• If the work order has not been finished, simply click the applicable request ID number, which will open the work order.
• If the work order has been finished, you will not be able to void or terminate the request.
• At the bottom of the screen, in the “General Comments” field, please type in “Cancel” or “Entered in Error”.
• Click the “Update” button.  This message will then be paged to the appropriate building staff member who will advise the Management Office to close out the work order completely.

To update a work order request with new information / details or request a detailed status of a work order request:

• Click the tab marked “My Requests” at the top left corner of the screen.
• Locate the request ID number for the work order in question. If you don’t have it, simply hold your cursor on each request ID number, and it will give you a glimpse of the work order description for that applicable work order.
• Verify that the work order has not been marked “Finished” under the far right column marked “Status / Priority”:

• If the work order has not been finished, simply click the applicable request ID number that will open the work order. Proceed to the next step under these procedures.
• If the work order has been marked “Finished”, simply enter a new work order request with the updated information.
• At the bottom of the screen, in the “General Comments” field, type in your updated information pertaining to this request and/or your request for the building team member to contact you directly with a detailed status of the work order request. Again, please provide sufficient detail for the request to be completed and be as brief as possible.
• Click the “Update” button. This message will then be paged directly to the appropriate building staff member who will handle your request accordingly.

If you should have any further questions regarding this process, please do not hesitate to contact the Management Office directly at (312) 357-2955.

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