A well-written service request can be the difference between a quick resolution and unnecessary delays. Whether you're reporting a broken HVAC system or requesting routine maintenance, providing clear and detailed information ensures your team can respond efficiently.

Five tips to create service requests that get the right attention—helping maintenance teams work faster and smarter.

1.       Detailed description of the issue

Clearly explain what is happening, including symptoms, error messages, and timeline of the issue stated. Provide any additional information or context that could clarify the situation, like affected systems, recent changes, or user actions. The more precise your request, the easier it is for maintenance teams to diagnose and fix the problem.

2.       Accurate asset identification

Include the exact asset name, model number, serial number, and location. Some service platforms include a predefined list ensuring accuracy. Proper asset identification ensures technicians bring the right tools and parts, reducing unnecessary trips and guesswork.

3.       Attach photos and supporting documents

Attaching photos, screenshots, error messages, maintenance logs, or any other relevant files. Visual evidence can help technicians assess the severity of the issue before arriving on-site. Clear visual documentation speeds up troubleshooting and helps teams prepare in advance, leading to quicker repairs.

4.       Categorize requests appropriately

Use the correct request category (e.g., emergency, routine maintenance, IT-related) and priority level. Not every issue is an emergency, so assigning the correct priority level ensures urgent tasks are addressed first and routine maintenance remains on schedule. Here’s a simple guideline:

High Priority: Safety hazards, security concerns, or major equipment failures.

Medium Priority: Issues affecting workflow but not causing immediate harm.

Low Priority: Routine maintenance or minor inconveniences.

Structured prioritization helps maintenance teams allocate resources efficiently, preventing bottlenecks and ensuring critical issues are addressed first, according to FacilitiesNet.

5.       Centralize your request process to a single platform

Switching between systems delays teams from consolidated maintenance planning, optimized scheduling, and duplicate work. Submitting all service requests through a centralized platform, like a computerized maintenance management system (CMMS), reduces miscommunication, improves tracking, and provides valuable data for long-term maintenance planning.

Submitting clear, well-documented service requests is key to keeping maintenance operations efficient and minimizing downtime. With over 30 years of experience in maintenance and asset management, TMA Systems is a trusted partner in streamlining your operational processes. Our powerful CMMS solutions provide an intuitive platform that simplifies request submissions, enhances communication, and ensures maintenance teams have the tools they need to respond quickly and effectively.

Ready to optimize your service request process? Let's talk about how TMA Systems can streamline your facility operations.

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