Frequently Asked Questions about the Report-A-Problem System

 

 

Using the App

 

• What is the Report-A-Problem system?
• How can I learn how to use the Report-A-Problem App? Are there tutorials?
• Instead of using the app, can I call Facilities to report a problem?
• What are some examples of issues that I can use the Report-A-Problem for?
• I cannot find my Room Number in the dropdown list of Rooms. What should I do?
• The location of the problem is not in a specific room. How can I make the location known?
• Is there a way to print the Report-A-Problem form before or after it is submitted?
• How can I find out the status of a Report-A-Problem that I submitted?
• Will my department be charged for the work that was performed as a result of the Report-A-Problem that I submitted?

 

Notifications

 

• I submitted a Report-A-Problem. What happens next?
• How will I know that my Report-A-Problem submission was successfully sent?
• Will I be notified once the problem has been resolved?
• I received an email notifying me that my Report-A-Problem was rejected. What does this mean?

 

Mobile

 

• Why do I need the Microsoft Powerapps app to use the RAP App on my phone or tablet?
• Will the app work on any smartphone or tablet?
• What is the purpose of the camera feature on the RAP App?
• How many pictures can I take?
• Will I receive a notification that my submission went through?

 

 

Using the App

 

 

What is the Report-A-Problem system?

 

Facilities Management needs the help of the University community to let it know what facilities, utilities, and equipment that are not working. Our Report-A-Problem (RAP) system provides everyone a means to make the department aware of incidents and issues that pertain to various areas of concern that Facilities is responsible for such as building maintenance, electricity, grounds management, access control, heating and air conditioning systems, custodial services, and others.

 

 

 

How can I learn how to use the Report-A-Problem App? Are tutorials available?

 

Yes. Step-by-step instructions can be found on the following links:

• To submit a RAP on a PC or Mac -- http://uthscsa.edu/facilities/iso/iso-using-the-rap-app.asp
• On a smartphone or tablet -- http://uthscsa.edu/facilities/iso/iso-using-the-rap-app-mobile.asp

 

 

Instead of using the app, can I call Facilities to report a problem?

 

While we encourage the use of the app as the primary means to report problems, for emergency situations please contact our Work Control Center at 210-567-2885.

 

 

 

What are some examples of issues that I can use the Report-A-Problem for?

 

You can use the Report-A-Problem app to report a myriad of issues, incidents and conditions. Some of the oft submitted issues are, to name a few, burnt light bulbs, no electricity to wall outlets, warmer than normal room temperature, roof leaks, restroom deficiencies, pest control, stalled elevators, etc.

 

 

 

I cannot find my Room Number in the list of Rooms. What should I do?

 

You can use the 'Additional Location' box to enter your Room Number.

 

 

 

The location of the problem is not in a specific room. How can I make the location known?

 

If the location of the problem that you are reporting is in a general area, such as a building lobby, parking garage or hallway, you can use the 'Additional Location' box to enter the location.

 

 

 

 

Is there a way to print the Report-A-Problem form before or after it is submitted?

 

The ability to print the Report-A-Problem is not available at this time. As an alternative, you may print the email notification that you received from Facilities after you submitted the Report-A-Problem should you require it for your records.

 

 

 

How can I find out the status of a Report-A-Problem that I submitted?

 

You may contact our Work Control Center at 210-567-2885 and provide the RAP No. that is referenced in the email that you received after you submitted it.

 

 

 

Will my department be charged for the work that was performed as a result of the Report-A-Problem that I submitted?

 

Services rendered by Facilities Management that are directly related to the operation, maintenance, and upkeep of Health Science Center facilities are free of charge. Facilities receives budget allocations to perform these 'FM-Funded Services'. On the other hand, Department-Funded Services are those for which Facilities does not receive a budget allocation and must be funded by the requesting department. If you are unsure as to how the problem you are reporting can be classified as either FM- or department-funded, please contact our Work Control Center at 210-567-2885.

 

 

 

Notifications

 

 

Now that I have submitted a Report-A-Problem, what happens next?

 

Your submission will be reviewed by Facilities Management staff responsible for the type of problem that you have reported. They will decide if the Report-A-Problem merits the creation of a Work Order. If a Work Order is created, they will assign technicians to the job and dispatch them to the site. If necessary, they will contact you should they need additional information.

 

You will receive an email advising you that your submission has resulted in the creation of a Work Order. The email will contain the Work Order number for reference.

 

If a Work Order was not created, you will also be advised by email. The email will provide the reason(s) as to why a Work Order was not created.

 

 

 

 

How will I know that my Report-A-Problem submission went through?

 

Upon submitting your Report-A-Problem, you will receive an email (sample shown below) advising you that your submission was succesfully sent.

 

Please do not send replies to the message. The mailbox that sends these confirmation emails is automated and it is not monitored. If you have questions regarding the RAP you submitted, contact our Work Control Center at 210-567-2885.

 

 

 

 

Will I be notified once the problem has been resolved?

 

Yes. Just as you were advised by email that a Work Order was created as a result of the Report-A-Problem you submitted, you will also be advised by email when the Work Order has been completed.

 

 

 

I received an email notifying me that my Report-A-Problem was rejected. What does this mean?

 

The Facilities team member who reviewed your Report-A-Problem should have provided in the email the reason(s) as to why it was rejected and a Work Order was not corrected. Some of the more common reasons as to why a Report-A-Problem can be rejected are:

• the problem does not qualify as something that can be remedied through the Report-A-Problem system
• the problem has already been previously reported and efforts to resolve it is ongoing
• Facilities Management is not responsible to provide service to resolve the reported problem

 

 

Mobile

 

 

Why do I need the Microsoft Powerapps app to use the Report-A-Problem App on my phone or tablet?

 

The Microsoft Powerapps app is necessary if you are going to use the RAP App on your mobile device and intend to attach a picture with your submission.

 

 

 

Will the app work on any smartphone or tablet?

 

The app has been tested to be compatible on smartphones and tablets running on Apple iOS and Android mobile operating systems.

 

 

 

 

What is the purpose of the camera feature on the app?

 

A photo that shows what you are reporting gives our team members an added dimension in trying to understand the problem. If providing a detailed description is not practical, taking a snapshot will aid the team members who will be assigned to the job.

 

 

 

How many pictures can I take?

 

You are allowed one picture for every Report-A-Problem you submit.

 

 

 

Will I receive a notification that my submission went through?

 

You will receive email notifications confirming your submission whether you made your submission on a desktop computer or mobile device.