Customer Service

How to submit a Service Request

Step 1: Log into Mosaic with your Mac ID user and password.

• If you are unable to reach the My Service Request page, you will need to have your supervisor request a Mosaic Finance user account on your behalf.
• Only McMaster faculty members and staff can submit a service request.
• If you are a graduate student and require access to submitting a service request in Mosaic, you will need to have your supervisor request a Mosaic Finance user account on your behalf.

Step 2: Click on the “Submit Customer Service” button on this page to go to the My Service Request app in Mosaic.

Step 3: Click on the “Add Service Request Button.” Review your contact information and enter your phone number.

Step 4: Select the Problem Type you would like to submit a service request for.  Here are all types of problem types to choose from:

• Accessibility: Repairs and Equipment Required
• Classrooms: Cleaning/Supplies, Electrical Repairs, Carpentry Repair, Mechanical Repair
• Cleaning/Waste/Supplies: General Cleaning, Damage, Vandalism, Waste Removal, Confidential Waste Removal, Supplies Required, Restroom Cleaning
• Grounds: Snow Removal and/or Salting, Ground Maintenance
• Renovations/New Installations: Carpentry, Electrical, Plumbing, Renovations
• Locks: Bike Locks, Door Locks
• Moves/Deliveries/Setups: Setup, Move, Pick-up/Delivery
• Other: Other
• Pest Control: Pest Control
• Repair: Carpentry, Doors, Electrical, Elevator Repair, Millwright Repair, Leaks and/or Flood, Glass, Lighting Exterior, Lighting Interior, Mechanical, Ceiling Tiles, Sheet Metal Work, Drinking Fountain Repair/Filter Change, Painting, Flooring, Plumbing, Roof Repairs, Pool Repairs/Supplies
• Health and Safety: Fire Alarm, Fire Extinguisher, Fire Sprinkler, Fire Suppression, Trip/Slip/Fall Hazard, Health and Safety Compliance, Fire System Other, Workplace Inspection (FACILITIES ONLY)
• Security Services: Repair Access Control, Install Access Control, Repair Camera, Install Camera, Repair Emergency Phone, Repair Panic Button, Install Panic Button
• Standing Order: Standing Order (RENEW ANNUALLY)
• Temperature/Utilities: Temperature/Utilities, Gas/Smoke or Other Odour, Fumehood Repair (Attach Pre-work Checklist. Link on Request Details page), Service/Utility Shutdown

Step 5: Fill out the request details. Please supply the chargeback chartfield (account number) for all requests. Regular maintenance and cleaning will not be charged. See the FAQ about costing for more information.Describe your issue the service request will address and the location where the service is required. Review the instructions on this page for fulfillment details, including special requirements for certain requests, such as fumehood repairs. Click Next.

Step 6: Review your request and click Finish.

What can I submit a Service Request for?

Our team processes service requests for Facility Services work on campus including Maintenance and Trades, Custodial Services, Utilities (heating and cooling), Mail and Logistics (moves and deliveries) for academic buildings, as well as Grounds & Landscaping throughout campus.

What is the difference between a Service Request and a Work Order?

A service request is what our customers submit to provide information about their needs. A work order is something the Customer Service team creates to mobilize our teams to complete the work our customers request.

What services have a cost?

While every request requires submitting your department’s chargeback chartfield (account number), regular maintenance and cleaning do not have an associated cost. This includes services and repairs that are required for an academic building or outdoor space to function. For example, if a door or window is broken, a toilet is clogged, or a ceiling leak.

Requests that incur a cost includes anything that goes above and beyond regular building repairs or maintenance such as:

• Changing flooring or paint colours
• User required space renovations
• New services required for equipment
• Renovations made for aesthetic reasons

If you are looking to complete a renovation or installation of new features to a space inside an academic building, this is considered a Maintenance Project. Visit our Maintenance Services page to learn more how we can help with your next project.

How are costs for services processed?

When you submit a service request, you must provide your department’s chargeback chartfield (account number). If the service incurs a cost, the Customer Service will add your account to your work order and all charges will be directed to this account.

How long will it take for the work related to my service request to be completed?

The customer service clerks prioritize work according to our priority matrix.  
 
The priorities are as follows: 

• Priority 1: One business day for work assessment.
  • Examples include major leaks or flooding, smell of smoke or gas, washroom issues, etc.

• Priority 2: Two business days for work assessment.
  • Examples include temperature issues, locks not working, etc.

• Priority 3: Twenty business days for work assessment.
  • Examples include key cutting, water fountain filter changes, light bulb repairs, etc.

• Priority 4: Date-sensitive requests and project work.
  • Examples include renovations.

• Priority 5: Ninety business days for work assessment.
  • Examples include aesthetic concerns such as stained ceiling tiles, missing light coverings, and non-safety flooring or window issues.

How do I follow up on a service request?

To follow up on a service request, you can go into ‘my service request’ on Mosaic and add a note. Alternatively, you can contact the Customer Service team. Find our contact information on this webpage below.