CAP - DEP Workflow Overview

Workflow Summary

An outline of the CAP Dartmouth Equipment Program workflow:

• The Department Equipment Manager (DEM) either creates the ticket or approves an auto-generated ticket to renew or request a new CAP computer.
• ITC reviews the ticket and begins to provision the computer.
• The asset record is created in TDX, and the device user and DEM are attached to the asset.
• ITC sets an appointment with the device user to transfer from their old CAP computer to their new CAP computer.
• The workflow updates the status of the old asset to Returned and the new asset to Deployed. The ticket is closed.

Workflow Details

Phase 1 - Ticket is created

• Tickets can either be created through the Services Portal, TDNext, or through the auto-renewal script that runs once per month.
  • If it is created from the Services Portal or the auto-renewal script, the DEM is assigned a task to review the ticket.
    • Before the DEM approves the ticket, they must update the ticket and select which new device they would like to order and where that device will be used (this helps the Store know whether the user will be local or remote for setup and delivery)
    • If relevant, the DEM can also fill out the field for any additional requests for how they want the computer set up.
    • The DEM approves the task and it moves to Device Management.
  • If the ticket is created from TDNext, the assumption is that the DEM submitted the ticket. Their approval step is skipped and a task is assigned to Device Management to review the request.

Phase 2 - ITC Review

• ITC will review the ticket and verify whether the computer is up for renewal and whether they have stock of the device being ordered.
  • If there is no stock of the computer, the ticket’s status will be manually set to Awaiting Vendor.
  • If there is stock, a device will be chosen, the serial number will be entered into the ticket, and the workflow will be approved.
• The workflow checks that the following conditions have been met:
  • New Serial Number is filled out
  • Department Equipment Manager is filled out
  • Requestor is filled out
• If the conditions are not met, the ticket status will remain "ITC Review" and the approval task will be assigned again.
• If the conditions are met, the ticket status will change to "Being Built".

Phase 3 - Asset Created (Automated)

• The workflow gets the asset and device user information from the ticket and creates the asset record in TDX. This pre-fills the fields:
  • Owner: Ticket Requestor
  • Owning Department: Ticket Requestor’s Acct/Dept
  • Status: In Process
  • Serial Number: Serial Number
  • External ID: Serial Number
  • CAP Info: Yes
  • Renewal Years: 3
  • Classification: Individual
  • Department Equipment Manager: Department Equipment Manager specified in ticket field.
  • Replaced Device: Serial Number of the old asset serial number in the ticket.
  • Owner Organizational ID: Ticket Requestor’s NetID
• The workflow then assigns a task to Device Management to approve once the asset is deployed.

Phase 4 - Provisioning and Appointment Scheduled

• The ticket status is "Being Built" while the Store tech provisions the computer.
• Once the computer is ready, they reach out to the requestor to schedule an appointment and set the ticket status to "Awaiting Client" or "Appointment Scheduled".
• The Store tech meets with the requestor and helps them transfer their data and set up on their new computer.
• The old computer is returned and the requestor leaves with their new computer.
• The Store tech approves the task for "ITC Deploys Device".

Phase 5 - Closing Out the Ticket (Automated)

• The workflow checks if a device is being returned based on the field in the ticket.
  • If so, the old asset’s status is switched to “Returned”.
• The new asset’s status is switched to “Deployed”
• The ticket status is set to “Closed”

Responsibilities

• Review the ticket information and verify that the requestor should receive a new CAP device.
• The ticket can remain in this state until you are ready to order the new device.
• Open the ticket, click Actions > Update, and fill out the fields:
  • Equipment to be Ordered
  • New or Replacement Device Location
  • If relevant - any additional requests
• Approve the task "Equipment Manager Review and Update" in the workflow.

• Receive the ticket from the Department Equipment Manager
• Review that the information in the ticket is correct and that the old computer is due to be replaced.
• If the computer being ordered is not in stock, update the ticket status to "Awaiting Vendor". If/once it is in stock, update the ticket and enter the New Asset Serial Number.
• Approve the task "ITC Review and Update"
• Provision the computer. Once ready, schedule an appointment with the requestor to set them up on the new computer. Update the ticket status to "Appointment Scheduled"
• Once the old computer has been returned and the new computer handed to the requestor, approve the task "ITC Deploys Device". That will close the ticket.