CAP - Request Workflow FAQ

  • Can I ignore a ticket if I am not ready to replace the device yet?
    • Yes, you can wait as long as you'd like to push through a renewal request. ITC will not start working on it until the ticket is updated and your workflow step is completed.
  • Do I have to enter a comment when I update a ticket?
    • Yes, a comment is required for ticket updates by TDX, although you can make them as detailed or as short as you like. The comment will simply live in the ticket history for future reference.
  • When are tickets auto-generated?
    • Auto-renewal tickets are generated on the 1st of each month. A ticket is created for each asset that you manage that is expected to be replaced during that month. Most CAP assets are set to be replaced 3 years after their purchase date.
  • How long will tickets appear in the queue "Equipment Requests Completed, Devices Deployed"?
    • Tickets will stay in this queue as a quick reference for 60 days. The tickets will still exist after that, but will not be immediately available in this queue.
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