REFERENCE GUIDE Quick Reference for Facility Occupants About is a web-based tool that allows facility Occupants to view, create, and cancel requests. Open Internet Explorer. Access your account’s Intranet page and click the link, or Type in the direct URL for . https://hsbc.thepsc.com The Portal appears. Log In Enter the User Name and Password in the Log In area on the left side of the screen. User Name Password Click the Log In button. *For New users enter the registration key: HSGTW6 and enter the appropriate information. To report log in or access problems, call the Property Service Center / Facilities Help Desk at: United States 1-888-999-2002 Canada 1-855-384-HSBC (4722) Home Page After log in, the page displays the Summary view which shows the current user’s locations and open service requests. The Language drop-down at the bottom of the window will switch the display language, for accounts where this option has been enabled. My Resources appears once a location or Home button is selected and displays announcements and links for this client. Click the Home button in the gray bar at the top of the screen, or choose a location from the drop-down menu at the top right side of the screen, to show current Service Requests. Reviewing Your Service Requests Your service requests display at the top of the page. My Service Requests displays the date the request was opened and the request number that has been assigned to the request. Also listed is the status of the pending request, a detailed description of the request and the service location. All Service Requests display on the section below. View more information about any Service Request by clicking the Request Number.
Create a Service Request When an occupant requires service, a service request must be generated. Click the New Request button. Or click the Submit tab. The New Service Request screen displays. Click the check box at top right of the form to keep the request confidential from other occupants. This request will not be displayed on the Home Page of the service request list. Complete the Service Request form: Type a Service Location. Select Work Type from the drop-down menu. Select Category from the drop-down menu. Select Common Problem from the drop-down menu. Type a detailed Description of the repair needed. Click once the form is complete. The Service Request Information page displays. The Service Request Information page displays the Request number that been assigned along with the title, work category and description. Click when complete. NOTE: Only a location’s Facility Manager has access to edit details for a request. Facility Occupants can add notes to existing requests, or cancel requests, but cannot edit details for a request once it has been submitted. Search for a Service Request You can search using the quick search fields on the Home Page, or by using the Search button to search on multiple fields. Search: If you know the Request Number, type it into the Search fields on the Home Page and click Go. Advanced Search: click the Search button in the gray menu bar across the top of the screen The find a service request page displays. Using the drop-down menus and radio button, select the parameters for the search. Click the button. The Search results appear at the bottom of the screen. Cancel a Service Request Go to the Home Page to locate the request you want to cancel. the Service Request Number . The Service Request page displays. Click the button.
Call Center assistance: United States 1-888-999-2002 Canada 1-855-384-HSBC (4722) OVSC Frequently Asked Questions Q1. How do I get the site that I need added to my profile? A. To add a location, Go to My Account, Click Add Location and follow the prompts. Q2. What hierarchy do I select for my issue? The 3 tier hierarchy is designed to start out very broad and then narrow to be specific. Most of your requests will start with Building Interior or Janitorial/Cleaning. Q3. What do the different statuses mean on the home screen? A. Solving = Waiting for the call center team to dispatch the request to the service provider. Dispatched to SvcPro = Work order has been sent to the service provider. In Progress = Work Order has been responded to by the service provider. Cancelled = Work order has been cancelled. Closed = Work Order has been completed by service provider. Q4. I don’t see a work order that I created, where did it go? A. The work order could be close or cancelled. Try search for work orders that are closed on the search page. If you still do not see it and you are certain the work order was created, contact the Facilities Help Desk. Q5. What should I do if my request changes after I have submitted it? A. Search for your request in, view the Detail and then click Add Notes. You can also cancel the request if needed. Q6. What should I do if I need to request a service for a site other than where I reside? A. Click the “Add a Location” button located under your “My Service Request” box and select the appropriate values and save changes. Then you can select the site from your “Location” drop down list when you enter a new request. Q7. What should I do if I need to have the provider contact me at a different phone number than what is listed in the directory? A. Include the contact information clearly in the description. Q8: What shall I do if I have trouble logging on to Facilities Service Center? A: Place a call to the Facilities Help Desk. Q9: What will happen if I select the wrong hierarchy? A: The call center team will review your selection to ensure accuracy prior to dispatch.