How to report a fault

What Helix CMMS is for

Helix CMMS is the maintenance workspace for your sites: reactive jobs, preventive schedules, assets, and the people who do the work.

Floor staff who do not have a login still report issues with the public service request form, or by scanning an asset tag. Those reports land on the same task list the crew uses.

Use the left-hand menu to move around. The site switcher at the top of the sidebar limits what you see to one site or all sites you can access.

Sign in, passwords, and first login

For: Everyone with an account

There is no shared admin password. Each person has their own account. Change yours from Account in the sidebar footer.

1. Open the workspace URL and choose Sign in.
2. Use the email from your welcome message and the temporary password (or continue with Microsoft if your site uses Entra).
3. On first login you must set a password of at least 12 characters.
4. If you forget it later, use Forgot password on the sign-in page. A reset link is emailed.

Report an issue (no login needed)

For: Floor staff, reception, anyone on site

You do not need a Helix account. Maintenance sees your name, email, phone, and location on the task. Scanned tags also attach the asset, so the crew does not have to guess which plant it is.

Critical means safety or stop-work. High means it should be looked at today. Medium is soon. Low is when convenient.

1. Open /request on this workspace (ask a supervisor for the link, or use Report an issue from the home or sign-in page). Or scan the QR on an asset tag — that form is already tied to that asset.
2. Enter your name, email, and optionally a phone number so the crew can find you.
3. Choose the site if there is more than one, then where it is (for example “Level 1 dining, light above table 12”).
4. Describe what needs doing and how urgent it is.
5. Submit. You get a reference like REQ-AB12CD34. The job appears on the Requests and Tasks lists immediately.

Work the incoming request list

For: Technicians, supervisors, admins

Settings → Floor service requests has a Helix-branded QR poster. Print it for reception or plant rooms so people can scan instead of typing the URL.

1. Open Requests in the sidebar. Open items from the public form sit here until they are in progress or closed.
2. Open a request. You will see who reported it, how to contact them, and the location they typed. Tag scans already have the asset linked.
3. Assign it to a technician (or yourself), add an asset if you know which one, then start work as a normal task.
4. When you change status to In progress or Complete, it leaves the pending request list but stays in Tasks.

Dashboard

Operations is the home page. Tiles show critical assets, overdue work, open reactive jobs, blocked-for-parts, and SLA breaches. Supervisors can tap What’s on this morning? for two bullets plus named chases.

Use New task for a job you are raising yourself. Use Requests for work that came in from the floor. Generate due PMs (supervisors) creates tasks from schedules that are due.

Create and run a task

For: Technicians, supervisors, admins

Filter the task list by status, priority, type, or Floor request. Search looks at title, notes, asset, and assignee.

Field / technician view focuses on execute: checklist, time, parts, and photos without the office chrome.

1. Tasks → New task (or New task from the dashboard).
2. Give it a clear title, site, type (corrective / preventive / inspection / emergency), and priority.
3. Link an asset when you know it. Assign one or more people. Add a due date and a checklist if the job has steps.
4. Open the task to start it, log time, parts, photos, and comments. Acknowledge safety procedures if the asset has them. Draft what was found on a photo, or record a ~20s walkaround — a supervisor still taps Approve. Floor requests have Suggest asset & priority (two bullets, then Apply). Reactive jobs show a two-bullet asset briefing.
5. Mark it complete when the work is done. Raise a follow-up if something else still needs doing.

My work

My work is only the jobs assigned to you. Use it on the floor when you do not want the whole site list.

Assets

For: Supervisors and admins create; everyone can view

Import a Mex or spreadsheet file from Assets → Import if you are bringing a register across.

Status Operational / Degraded / Down / Retired drives the dashboard risk tiles.

1. Assets → New asset. Use Generate next to the asset number to pick the next free tag, then name, class, site, location, and criticality (A critical / B important / C standard).
2. On the asset, add meters, parts, documents, safety / LOTO, and child assets (for example a fan inside an AHU).
3. What is going on here? is two bullets from risk, downtime, and recent jobs. Ask the manuals searches OEM PDFs attached to this asset. New PDF uploads are available for Assist and manual questions shortly after.
4. Schedules on the asset generate repeating preventive tasks.
5. QR / lookup codes on the printed tag open a phone page: raise an issue for that asset without a login, or sign in to see history.

Preventive schedules

Calendar frequencies (monthly, quarterly, yearly) and meter-based (every N runtime hours) both work. Meter schedules need readings on the asset.

1. Open an asset (or Schedules) and add a schedule: title, frequency or meter interval, lead time, and assignees.
2. Generate due creates open tasks when next due (or meter due) is reached.
3. Supervisors can enable auto-generate in Settings → Automation so a daily cron does that for you.

Sites, staff, and roles

For: Admins

Microsoft Entra: connect in Settings → Integrations. First-time Entra sign-ins wait in Approvals until a supervisor activates them.

Contractors get an invite link (Settings → Contractors) instead of a standing staff account. Draft from open work fills two bullets (scope + what done looks like) from jobs on the selected sites.

1. Settings → Sites: add each physical site with a short code.
2. Settings → Local users: create staff. Leave the password blank to email them a temporary password they must change.
3. Assign site membership so technicians only see their sites. Admins see all sites.
4. Roles: Admin (settings + everything), Supervisor (run the site), Technician (do the work), Contractor (limited pack + my work).

Vendors and compliance

For: Supervisors and admins

Vendors holds companies you use for specialist work. Store contacts and compliance documents (SWMS, insurance, licences) with expiry dates.

Compliance and Digests remind you when those documents are overdue or due soon. Set digest recipients in Settings → Automation.

Office board, handover, and reports

For: Supervisors and admins

Office board is a large-screen wallboard of open work — open it on a workshop TV.

Handover captures what the next supervisor needs to know. Draft this handover fills a one-line summary plus two bullets from today’s open work — edit, then post.

Reports and Board pack summarise workload, SLA, cost, and risk for managers. Use Write this month for the board to draft a 3–4 paragraph narrative, edit it, print it with the pack, or email it.

Helix Assist

For: Everyone with access to the workspace

After you sign in, Helix Assist is the bouncing button in the bottom-left corner. It looks up this workspace first: assets, service logs, and OEM manuals. If Helix has nothing useful, Assist may search the public web for generic manufacturer or procedure notes.

Ask what is going wrong with a system (for example aircon), what is going on with a tagged asset for a named fault, or where the manual is. Answers include links into Helix, and web cites open in a new tab. Looked up: Web means that slice is not from this site’s logs. Web queries strip site names, people, and addresses.

Settings and branding

For: Admins

Branding: colours, logo, and support email (shown on sign-in). The product name is always Helix CMMS. Company name for asset tags is under Company.

Service requests: turn the public /request form on or off, copy the link, and print the Helix QR poster. The same setting controls issues raised from scanned asset tags. Supervisors can print the poster from Settings even if they cannot change the toggle.

SLA policies: response and resolution targets by site, priority, or task type. New tasks snapshot the matching policy.

Costs: default labour rate and currency. Mail is Helix-managed Resend — there is no SMTP form in the app.

Your account

Open Account (your name in the sidebar) to change display name, email, or password. You will need your current password unless you are still on a forced first-login reset.