Submit a service request

For immediate assistance, please contact the Facilities Service Centre at 604-822-2173

The Facilities Service Centre is the primary point of contact for reporting any building or land-related issues or concerns on campus.

Our representatives triage requests and coordinate with the appropriate teams to address concerns promptly. 

The Service Centre phone line is available Monday to Friday, from 7:30 am to 5:30 pm. Outside of these hours, you may leave a voicemail. In emergencies, your call will be connected to our shift staff, who will respond and coordinate the necessary actions. 

• Building Administrators: Please submit your service requests through Planon. 
• Utilities requests from external tenants (such as the University Neighbourhoods Association or UBC Hospital): Please contact the Utilities team at 604-822-9445 or email utilities.clerk@ubc.ca. 
• Student Housing & Community Services: Submit requests through the SHCS Online Service Request. 

Facilities Managers

Facilities Managers act as the primary contact person for faculties and departments for any requests, issues or concerns regarding their space.

Each campus building is assigned a zone Facilities Manager responsible for working closely with faculties and departments to understand their needs and support the university’s vision and mission. Facilities Managers have a comprehensive understanding of the services provided by Facilities and work with internal and external service providers, as well as other partners, to efficiently prioritize work and ensure seamless services delivery.

Submit a service request in Planon

For Building Administrator(s), please submit your service requests through Planon.

All requests are managed in Planon, which is the most effective way to submit, track, and view your open service requests.

If you are a faculty or staff, please contact your faculty/department building administrators or zone Facilities Manager and they can help you submit a service request through Planon. 

How to submit a Service Request in Planon?

To submit a service request, you must have both a CWL account and Service Requestor access in Planon. 

If you don’t have Service Requestor access, you can request it by completing a Planon Access Form, and then submit a ticket through the UBC IT Self-Service Portal and attach your completed Planon Access Form to the ticket.

Monitor and view status of open Service Requests

All current and open service requests can be monitored through Planon My Requests on the Planon home screen and viewed on the Facilities Service Requests Dashboard (CWL and VPN required).

Planon service requestors can also install the ‘My Requests and Suborders’ gadget on their Planon homepage to view ‘Internal communications’ added by Facilities technicians to work orders linked to their requests.

The Facilities Service Requests Dashboard enables faculty and staff to easily search and track open requests by building, work status, and other key criteria. The dashboard refreshes daily, displaying data from the previous day to ensure accurate, up-to-date information. For concerns with the progress or quality of the work, please contact your Facilities Manager.

Key features of the Service Requests Dashboard

• Visibility into all open service requests in Planon. 
• Service requests are organized by building and filterable by multiple criteria. 
• Progress tracking with visual progress bars for each request. 
• Daily data updates. 
• Export functionality to download data into Excel for further analysis. 

The Planon online system is easy to use and training is offered via Canvas on the Workplace Learning Ecosystem (WPL). For more information and resources, please visit the Planon page.

Resources

• Facilities Service Requests Dashboard User Guide (PDF)
• Planon Internal Communication Job Aid for Requestors (PDF)