2847 - Hardware Repair Request Process

Follow

In order to track and monitor the date and time of the transfer of devices being sent from the school to the central office for repairs, the following steps should be followed to expedite the request and track the device.

1.  ITC submits a 2847 request using the Macro - Hardware Repair Request > Request Form.  When the ticket is submitted it will go to Ticket Processing for assignment to the building technician.

 2.  When the technician receives the 2847 Ticket Assignment they will go the to the school the same day and pick up the device.  The technician will:

    1. Apply the macro - Hardware Repair Request > Tech > Pick-up for Repair
    2. The date and time will be entered into the ticket automatically when the ticket is submitted as open
    3. The device should be delivered to the Ed Center the same day

3.  When the device is delivered to the Ed Center the technician will:

    1. Apply the macro - Hardware Repair Request > Tech > Drop off for Repair
    2. The ticket should be re-assigned to the SSC staff member at the Ed Center coordinating the repairs
    3. The date and time will be entered into the ticket automatically when the ticket is submitted as open

4.  When the device is received at the Ed Center and sent to the vendor for repair, the staff person assigned the ticket will:

    1. Apply the macro - Hardware Repair Request > Repair > Sent for Repair

5.  When the device is returned from the vendor to the Ed Center.  The assigned staff person will test the device to make sure the repair is complete.  

    1. If the device repair is GOOD the assigned technician will:
      1. Apply the macro - Hardware Repair Request > Repair > Device Back from Repair - Good
    2. If the device repair is BAD the assigned technician will:
      1. Apply the macro -  Hardware Repair Request > Repair > Hardware Repair -Bad
      2. The device will be sent back to the vendor
      3. When the device is repaired in working order and ready to be picked up from the Ed Center and delivered back to the school the assignee of the ticket will:

6.  When the device is repaired in working order and ready to be picked up from the Ed Center and delivered back to the school the assignee of the ticket will:

    1. Re-assign the ticket to the appropriate technician notifying him the device is ready to be picked
    2. Apply the macro - Hardware Repair Request > Repair > Repair Complete-Return to School

7.  When the technician will deliver the device to the ITC at the school.  The technician will:

    1. Apply the macro - Hardware Repair Request > Tech > Device Return Delivery
    2. With the use of this macro the ticket is marked solved and closed
Have more questions? Submit a request

Comments

Powered by Zendesk