Services Portal Guide
Using the services portal
Everything you need to report a breakdown, track your requests and share your ideas.
Signing in
No email address or standard password: you click the "Other departments" tile, choose your department's tile, enter the department code, click your name, then enter your personal code.
Administrators and technicians: work orders, preventive maintenance, planning, machine fleet…
Sign inProduction, Quality, HR… : report a breakdown and follow my work requests.
Choose my departmentGMAO LoginChoose your department
Click the "Other departments" tile (on the right), then your department's tile (e.g. Production).
Department code, then personal code
The department code is the team's shared code: it makes the list of the department's people appear. Then click your name and enter your personal code — at your very first login, you choose one (at least 4 characters) and confirm it.
Click "SIGN IN"
You land directly on your home page, with the portal tiles.
Two codes protect your access: the department code, then your personal code. The GMAO records that it was you who signed in: for your own requests as well as messaging, you no longer have to retype a code.
Administrators and technicians: work orders, preventive maintenance, planning, machine fleet…
Sign inProduction, Quality, HR… : report a breakdown and follow my work requests.
Choose my departmentGMAO LoginYour home page
Once signed in, you land on a page with 4 tiles (5 if the administrator gave you access to the planning): it is the starting point for all the portal's functions.
New work request
Report a breakdown or request a job from the maintenance team.
Tracking my requests
See the status of your tickets, and maintenance's replies (or refusals).
Ideas to improve the GMAO
Suggest an idea, a bug, or a missing feature.
Help & FAQ
This guide you're currently reading.
The "My planning" tile only appears if the GMAO administrator has given you access personally: see the "Planning" section below.
A red badge can appear on two tiles: on Tracking my requests, it shows a number of new messages or replies from maintenance; on Ideas to improve the GMAO, it shows one or more unread admin replies on your submitted ideas.
The version number at the top right (next to FR/EN/NL) opens the Changelog: the list of new features and fixes made to the GMAO.
Submitting a request
The form works like a small guided wizard, in 4 steps shown in the left-hand column. Each step offers an illustrated help bubble, and icons next to the most important fields open a detailed explanation.
Work Request
Identity
Check your job / role and your name (already filled in since you are signed in). The personal code is only asked if you submit the request on behalf of a colleague.
Location
This isn't a simple dropdown: it's a real visual picker. A "Quick search" bar ("Machine name, zone, area, plant...") lets you type a machine name directly; otherwise, you browse through clickable tiles (Plant → Area → Line → Zone → Machine) with a breadcrumb to go back. Once the machine is chosen, a confirmation card is shown with a "Change machine" button if needed. If it doesn't exist in the list, choose "Other / Not listed" (only offered at the Machine level) and describe it in the next step.
Problem
Describe the breakdown (what, since when, severity) and indicate whether it's urgent — reserved for line stoppages or real hazards. The description must be at least 10 characters: a counter under the field guides you live ("a bit more detail..." then "✓ that's clear!" once the threshold is reached).
Submission
A full summary is shown before final submission to maintenance. You can still edit everything via "Edit". Once submitted, a "Ticket sent!" window confirms it, with two buttons: "New request" or "View tracking".
Work Request
Work Request
You can dictate instead of typing: a microphone button appears at the top right of the description field. Click it, speak, and the text is written for you; click again to stop dictation.
Once submitted, your request goes to maintenance immediately with the status Pending. Find it any time from the "Tracking my requests" tile on the home page.
Tracking my requests
No need to call maintenance to know where your request stands: everything is visible on the "Tracking my requests" page, accessible from the home page.
Tracking your requests
3 requests logged for qualite
Request details
The 5 statuses
- Pending — your request hasn't been validated by maintenance yet.
- To do — validated, a BI number has been assigned, it's waiting to be taken on.
- In progress — a technician is working on it.
- Done — the job is closed, a report has been written.
- Refused — maintenance didn't follow up; the refusal reason is shown in the ticket detail.
These 5 default names can be renamed by an administrator from Settings. If you see slightly different labels, that's normal — the order and meaning stay the same.
Tiles, search and filters
At the top of the page, 5 clickable tiles mirror the 5 statuses with a counter — clicking one instantly filters the list. Below, a filter bar combines:
- a free-text search ("Search (description, machine, BI No.)...") that searches the description, machine, BI number and location;
- a filter by requester and a filter by status;
- a specific "Unread messages" filter, to find every ticket awaiting your reading with one click;
- a "Reset" button that clears all active filters.
The list is paginated in blocks of 8 tickets, with "Previous" / "Next" buttons.
What a card or a ticket's detail shows
Beyond the status, several indicators can appear on a ticket:
Urgent
The priority chosen when the request was created.
Subcontracted
The job is given to an outside company; its name is shown.
Equipment breakage
The request concerns an accidental breakage.
Fastener check
A tightening check was requested or performed.
A ticket's detail also shows a 4-step progress timeline — Submitted → Validated → Taken on → Done — a simplified view complementing the 5 detailed statuses above: each step already reached shows in green, and only the next expected step stays blue. The "Assigned technician" field is based on actual time entries (not just the technician assigned at creation): it shows "No time entry logged" until someone has logged time on it.
As soon as at least one hour has been logged on the ticket, two extra pieces of information appear: work hours (the total time logged by maintenance) and the completion date (the day of the last time entry). If maintenance attached photos to the ticket, they also show in an "Attached photos" gallery — click a photo to enlarge it.
While the job is in progress, a Logbook can show interim notes left by the technician (e.g. "part ordered, awaiting delivery") — separate from the final report, which only appears once the ticket is Done.
Messaging
A Messaging button lets you exchange directly with the technician about your request. Signed in under your name, the window opens straight away, without asking for a code again. Your messages are on the right in blue; those of each other participant are on the left, each with their own colour and name. This is also how you're notified of a refusal.
A red badge on a ticket or on the home tile signals an unread message: a reply from maintenance, or a refusal notification with its reason.
Suggesting an idea
A missing feature, an annoying bug, a practical improvement? The "Ideas to improve the GMAO" tile is made for that.
Fill in the form
Your name, a category (feature, usability, bug, other), a short title and a description.
Track its status
Below the form, find every idea already submitted by your department, with its status: New, Under review, Accepted, Done, or Rejected.
Discuss with the administrator
Expanding an idea opens a real discussion thread: the administrator can reply to you, and you can reply back from a "Write a reply to the administrator..." field. Until a reply is given, you'll see "No reply from the administrator yet."
An unread admin reply shows a "NEW" badge on the idea concerned, and feeds the red badge on the "Ideas to improve the GMAO" tile on your home page.
You can dictate instead of typing: a microphone button appears at the top right of the description and reply fields. Click it, speak, and the text is written for you; click again to stop dictation.
Leave, RTT & Annualization
Your paid leave, RTT, public holidays and sick leave are counted over a full year, not week by week — a principle that applies to every employee, not just the maintenance team. Here's the essential to know.
The legal reference: 1607h per year
The legal working duration over a year is 1607h (35h/week on average, including the solidarity day). This figure is calculated by already removing, from the year's 365 days, weekends, the 25 statutory paid-leave days and public holidays — so these days are never counted a second time in the total hours worked.
| Day type | Hours due that day | Debits your lead? | Why |
|---|---|---|---|
| Paid leave | 0h | No | Already removed from the 1607h calculation: it isn't due, so it's never counted a second time. |
| Half-day paid leave | 3.5h | No (half-day) | Same principle as paid leave, applied to a half-day. |
| RTT | 7h | Yes | Unlike paid leave, an RTT day "spends" an hours credit already banked (you worked more than 35h on average some weeks): the day is still due normally, which genuinely debits 7h from your lead — that's the very principle of RTT. |
| Rest day | 0h | No | The legal counterpart of a weekly rest day on a variable rotation — this day was never "earned" by extra hours, so nothing is due, and unlike RTT it spends no credit. |
| Public holiday (not worked) | 0h | No | Like paid leave, already removed from the 1607h calculation. |
| Public holiday (worked) | 7h | No (normal day) | Counts as an ordinary work day, compared against 7h — not a full "bonus" on hours done. The pay premium for a worked public holiday is a payroll matter, separate from this counter. |
| Sick leave | 7h | No (neutral) | "Neutralization" principle: the 7h due is automatically credited as if the usual day had been worked, so as not to penalize an employee who cannot make up for an absence they didn't choose. |
Common pitfall: RTT isn't neutral like paid leave or a rest day — taking an RTT day genuinely debits 7h from your lead counter. Don't confuse it with a rest day, which stays at 0h and never debits anything.
Today, detailed tracking (team schedules, annual target, hours worked) happens on the maintenance team's screens, which the services portal doesn't have direct access to yet. To know your own situation (days taken, hours counter), check with your manager or HR.
This article is a general educational explanation, not a contractual document — if in doubt about your personal situation, your manager or HR remains the reference.
My schedule
If the GMAO administrator has given you access to this function, a "My schedule" tile appears on your home page: you plan your shifts, absences and hours there. You only edit <b>your own</b> planning; a colleague's is only visible in Day view, reduced to their shift and hours.
Turned on department by department. The tile only appears if your department asked the GMAO administrator for it. It is reserved for your department's account (the one used to log in to the portal).
It's the same planning as the maintenance team's, but limited to you: a grid with one cell per day, in Day, Week or Month views. In Day view, your department colleagues' cards appear with their <b>shift</b> and <b>hours worked</b> only (small padlock, not clickable): never their TODO list or notes. A click on one of your cells offers two choices:
- Schedule hours — a worked shift (morning, afternoon, night or full day), an absence (paid leave, RTT, sickness, rest, public holiday), the hours worked and a note;
- TODO list — your task list for that day. The categories offered (Meeting, Administrative, Follow-up / checks, Training, Other) are generic and set by the GMAO administrator.
- Daily report — an automatic summary of the day (your requests of the day, your task list) followed by free text; a badge appears on the cell when one exists. You only see your own. Clicking a request shown in a cell opens its detail sheet in the tracking page directly, with the maintenance report.
The hours entered feed each person's annualised counter (annual target, ahead or behind): see the "Leave, RTT & Annualisation" section above. This schedule offers no <b>on-call duties</b> (reserved for the maintenance team), no work orders and no appointments. Instead of work orders, your <b>intervention requests</b> appear directly in the cells (Day, Week and Month views), on the day you made them, with their <b>written, colour-coded status</b>: <b>Pending</b> (grey), <b>To do</b> (orange), <b>In progress</b> (blue), <b>Done</b> (green) or <b>Refused</b> (red). A to-do or in-progress request whose intervention is planned on another day is also shown on that day (dashed frame). A click opens your tracking page. An "Open requests" tile also shows how many of your department's requests are still open (including yours).
Tips & pitfalls
- Remember your personal code well: it lets you sign in. Once signed in, messaging opens without a code.
- Be precise in the description: the clearer it is, the faster maintenance can prioritize and step in.
- A "Pending" request isn't forgotten: it's simply waiting for maintenance to validate it — this delay depends on the team's workload.
- Only use "Urgent" for a real stoppage or hazard, so priorities stay meaningful for everyone.
- A refused request isn't a mistake on your part: the reason given always explains why, and you can create a new request if needed.
Glossary
- Personal code
- A string of at least 4 characters that identifies you, like an electronic signature: at sign-in, and to submit a request on behalf of a colleague.
- Department account
- Your department's shared account (e.g. "S. Production"): it carries the portal, but it's your personal code that signs you in.
- BI
- "Bon d'Intervention" (work order) — the number assigned to your request once validated by maintenance.
- Refusal reason
- The text entered by an administrator when a request isn't followed up, visible in the refused ticket's detail.
- Logbook
- The interim notes left by the technician while a ticket is still in progress — separate from the final closing report.
- Subcontracted
- A job given to an outside company rather than an in-house technician; its name is shown on the ticket.
Frequently asked questions
Short answers, to move fast.
- 1st sign-in: make up a code (4 characters minimum) — it will be remembered automatically, like a signature.
- Following sign-ins: always re-enter the same code to confirm it's really you. For your own work requests, it is no longer asked again.
- Once signed in under your name, messaging on your tickets opens without asking again.
- What: what's happening? (noise, leak, breakage, electrical fault...)
- Since when: just now, since this morning...
- Severity: is production stopped? Is there a hazard?
To do validated and scheduled.
In progress a technician is working on it.
Done job closed, report available.
Refused not accepted, reason visible in the detail.