Welcome to Planon Webhelp! This page will guide you on how to log a request and how to use your Home-page on Planon
Planon - Self Service User Module
After you are registered to Planon and you were granted access.
Please follow the URL below to start with your profile setup:
https://phambili.sun.ac.za
Login to Stellenbosch Planon with SUN email address and password.
Login
Gadgets on the Home-page:
Reactive Maintenance-gadget :
This is where you log your maintenance requests.
Advisory Request :
This request is for advice only. Log it when you require a high-level scope and estimate (architectural input). After this request is completed, a client will be required to log a Capital Project Request or a Minor Works Request for execution purposes.
Capital Project Request :
This is Where you register large projects that require an entire project team.
My Requests-gadget :
This is where you search your request
Minor Works Request :
This where a request is logged for new installation, maintenance or modifications to a facility or infrastructure, specifically for multiple projects within a single property on your Reactive Maintenance-gadget
Process and Workflows
| Role | Responsible Person | Contact Address |
|---|---|---|
| Requestor | You | |
| Assistance | FM Service Desk | Ext 4666/ fmhelpdesk@sun.ac.za |
| 1st Line Check | FM Service Desk | Ext 4666/ fmhelpdesk@sun.ac.za |
| Estimation | Technician/ Team lead | |
| Accept to be approved under R15 000 | Nathalie Koen (FIN) | Ext 4659 / nkoen@sun.ac.za |
| Accept to be approved over R15 000 | Annetjie Venter (FIN) | Ext 4912 / nkoen@sun.ac.za |
| Cc-owner Approval | Faculty / Departmental Cost Centre Owner | |
| 1st Line Problem Reporting (Systems & Maintenance queries) | FM Service Desk | Ext 4666/ fmhelpdesk@sun.ac.za |
| 2nd Line Problem Reporting (Systems) | Ayanda Bangani; Jess Kruger | bagani@sun.ac.za/ jesskruger@sun.ac.za |
| 3rd Line Problem Reporting (Service Desk Service delivery & Maintenance queries) | Claudette Mackriel | cmackriel@sun.ac.za |
| 4th Line Problem Reporting (Systems) | ICT Task Team |
How to Submit a Reactive Maintenance Request (RM) in Planon:
- Request-Gadget
- Request Fields
Before Logging a request:
Understand the details of Incident/Request. This will help you to choose the exact type of service category on the request gadget
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Need to know :
- Requester: The person who logs the request is the requestor
- On behalf : Colleague who reported the request. (Requestor can also be the On Behalf-person)
- Location & Space: Use the exact building and space where maintenance is required
- Cost Centre Information : New installations only
- Questionaire: Answer the questions which applies to incident or request. This will help you with the comment-section of request form.
- Comment Section: Ensure that you give a short but comprehensive explanation of the maintenance required and include your contact information and alternative staff member's in case your not available.
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Submit-button:
Click on the button when all manadatory fields are filled in on request form.
Request Information
Request Form completed?
Important: Location & Space
Tip: Search using codes or by name or description.
How to Submit a Capital Project Request (CPR) in Planon:
- Capital Project Request-Gadget
- Mandatory Fields
Navigate to the CPR Section:
From the dashboard, locate and click on Capital Project Request by Faculties and Support Services.
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Complete all mandatory fields :
- Requester: The person who logs the request is the requestor
- Department: The department requesting the project
- On Behalf Of: The person you are submitting the request for (if applicable)
- Cost Centre Information : The relevant financial code for the project
- Estimated Project Value: An approximate value of the project
- Signatory: The authorized approver for the request
- Space: Specify the space of the property or site involved in the project
- Description: Provide a concise summary of the project
- Motivation and Alignment: Explain the purpose and alignment with organizational goals
For more results when searching
Tip: Click on the show more button on selected field and it would give you more options to search for results
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To include supporting documentation:
- Upload Section: Click Upload Documents and select the relevant files
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Submit Your Request:
- Submit-button: After filling out all fields, click Submit
Important: Inform the Authorised Signatory
Tip: Notify the designated Authorised Signatory that your request has been submitted and requires their approval in Planon
How to Submit a Minor Work Request (MWR) in Planon:
- Minor Works Request
- Mandatory Fields
Navigate to the MWR Section:
From the Reactive Maintenance-gadget, locate and click on Minor Work Request.
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Complete all mandatory fields :
- Requester: The person who logs the request is the requestor
- Authorised Signatory: The authorised approver for the request
- Space: Specify the space of the property or site involved in the project
- Related Advisory Order: If this Minor Works Request has already received advice. Please refer to the Advisory Order number indicated below for more information.
- Cost Centre Information : The relevant financial code for the project
- Comment: Provide a concise summary of the project
- Upload Section: Click Upload Documents and select the relevant files
- Submit-button: Click on the button when all manadatory fields are filled in on request form.
For more results when searching
Tip: Click on the show more button on selected field and it would give you more options to search for results
To include supporting documentation:
Request Form completed?
How to Submit an Advisory Request (ADR) in Planon:
- Advisory Request
- Mandatory
Navigate to the Pure Advise Section:
From the dashboard, locate and click on Advisory Request. Just keep in mind that this type of request is logged when architectural design input is required. It is not for any maintenance related requests, e.g. air-conditioning.
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Complete all mandatory fields :
- Requester: The person who logs the request is the requestor
- On Behalf Of:: The person you are submitting the request for (if applicable)
- Space: Specify the space of the property or site involved in the project
- Description: Provide a concise summary of the project
- Submit-button: Click on the button when all manadatory fields are filled in on request form.
For more results when searching
Tip: Click on the show more button on selected field and it would give you more options to search for results
Request Form completed?
Different Notifications received:
Need to know :
The requestor and the On Behalf of-person will receive a notification. So if you are both the requestor and the On Behalf of-person, you will receive two notifications instead of one..
Reported :
Upon logging a request, you will receive a notification confirming that your request has been successfully logged.
Cc-owner Approved :
This notification confirms that the CC-owner has approved your order.
Cancelled :
This notification informs you that your request has been cancelled.
Should you have any questions, please contact the service desk.
Complete :
This notification confirms that your request has been administratively completed by FM,
indicating that all payments and work have been successfully processed.
Feedback-tool :
This notification will be sent out as soon as the technician has completed the job.
Upon receiving this notification, you may respond to indicate your satisfaction with the work performed.
Additionally, you have the option to leave a comment explaining the reason for your feedback.
Contact Us:
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Follow-up with FM Service Desk
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Phone :
021 808 4666 -
Email :
fmhelpdesk@sun.ac.za With the Subject line “Follow-up” with the reference number:
Preferred – Email for tracking purposes. Always include reference numbers.
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Escalation: Feedback unsatisfactory
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Email :
fmhelpdesk@sun.ac.za With the Subject line “Query escalation / Complaint” with reference number:
Preferred – Email for tracking purposes. Always include reference numbers. - Obtaining feedback may take some time. Please be patient with us
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Queries/ Follow-up with Minor Work Request
Email :
Minor Works Team With the Subject line “Query/ Follow-up” with the reference number or a detailed description of inquiries:
Preferred – Email for tracking purposes. Always include reference numbers or a detailed description of inquiries.