CAP - DEM Steps for CAP Renewals

Contents

• Auto-Generated Renewal Tickets
• Manually Created Tickets

Auto-Generated Renewal Tickets

Overview

Computers in the Computer Assurance Program (CAP) are expected to be replaced a set number of years after they are purchased. We have set up tickets to be created automatically for each computer once its replacement date is reached. The program will run on the first of each month and create a ticket for each computer that is due for replacement in that month.The tickets will have a workflow applied to them that you and ITC will use to progress through the stages of ordering and provisioning the replacement computer.

Workflow Steps

1. The ticket will enter the queue in your ticket desktop for "Equipment Requests Ready for Equipment Manager Review". Once you are ready to order the computer, open the ticket by clicking on its ID.
2. The first task in the ticket workflow (Note: All workflow tasks are located on the right side of each ticket under 'Current Activities') will check if you would like to ask the user for an equipment choice. This is useful when you are unsure what you should order for them.
   
   
   • If you select "Ask User", the device user will receive an email notification with a link to the CAP configuration options article.
     
     
   • The user will reply to the email notification with their equipment choice, which you will see in the feed at the bottom of the ticket. You can proceed with step 3 below to enter their choice in the appropriate ticket field.
     
     
   • If you select "Don't Ask User", the workflow will not send the user an email notification and you can continue on to step 3 to enter the equipment choice in the ticket.
3. Click Actions > Update in the top left corner.
   
   
4. Unless you would like to leave a comment explaining what you filled in, you can ignore the comment field and just put in a random character since it is a required field.
5. The device user is set to receive notifications by default. If you would not like to notify the device user about this ticket update, click the red X in the Notify field to clear their name.
6. Enter the following data:
   • Computer to Order
   • Location
   • Any additional requests or equipment to purchase

6. The rest of the fields can be left blank or as-is.
7. Click Save.
8. Once you are back in the ticket window, click "Mark Complete" in the workflow on the right.
   
   
9. The ticket will now go to ITC to review and order the equipment.
10. As ITC completes different stages of the ordering and provisioning process, they will update the workflow which will move the ticket into different queues on your ticketing desktop.
11. Once the computer is ready to be deployed, ITC will reach out to the device user to schedule an appointment.

Manually Created Tickets

Overview

If there are computers that you would like to renew earlier, or if you are requesting a new computer, you can submit a ticket for a CAP Renewal or Request. The same workflow as above will apply, but you will need to fill in a few more ticket fields when you create the ticket.

Workflow Steps

1. On your Ticketing Desktop, there should be a button for "Request New Asset". Click that button to open the request form.
2. Fill in the Device User field with the name of the person that will be using the computer.
   1. Un-check the box to Notify Requestor unless you would like them to know that this ticket has been submitted.
3. Enter yourself as the Department Equipment Manager.
4. Indicate whether you are requesting a new device to add to your pool of computers, or if you are replacing an existing one.
   1. If replacing a device, Let us know whether you are returning a Desktop or Laptop as well as the serial number of the device. The form has a tip to help identify the serial number.
   2. If you can't find the serial number in the lookup field on the form, check the box for "Serial Number Not Found" and enter the serial number that you were trying to find in the text field that appears below.

5. Specify which equipment you would like to order from the dropdown list.
   • If you are unsure what to order for the user, you can leave this blank.
   • Once the ticket is created, open the ticket and look for the workflow task "Asking User for Equipment Choice?". (Note: All workflow tasks are located on the right side of each ticket under 'Current Activities')
     
     
   • Select "Ask User" to send the device user an email notification with a link to the CAP configuration options article.
     
     
   • They will reply to the ticket with their equipment choice, which you will see in the feed at the bottom of the ticket. You can then update the ticket to enter their choice in the "Equipment to be Ordered" field and approve the next workflow step.
     
     
      
6. If requesting any extra equipment or modifications, enter a chart string.
7. Enter the location where the device will mostly be used.
8. Enter any additional comments or requests if you have them.
   
   
9. The rest of the fields can be left blank or as-is.
10. Click Save in the top left.
11. The ticket will be created.
    • If you specified a device to order, the ticket will go straight to ITC to review and order the equipment.
    • If you left the "Equipment to be Ordered" field blank, the ticket will appear in your queue for "Equipment Requests Ready for Equipment Manager Review" and can be updated whenever you are ready to order the computer.
12. As ITC completes different stages of the ordering and provisioning process, they will update the workflow which will move the ticket into different queues on your desktop.
13. Once the computer is ready to be deployed, ITC will reach out to the device user to schedule an appointment.