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Ticket Desktop
The Equipment Manager's Tickets desktop shows tickets for CAP renewals and requests for devices that you manage. As tickets progress through the provisioning and deployment process, they will work their way down the desktop into different queues until the new device is deployed to its user.
Tickets are generated monthly as assets reach their replacement date, generally 3 years after they were purchased. You may also create tickets manually to request a new asset rather than a replacement using the "Request New Asset" button in the dashboard.
What you need to do...
- The only ticket queue that requires action from you is the "Equipment Requests Ready for Equipment Manager Review" queue.
- Once you are ready to order the replacement computer for a ticket, click on the ticket ID to open it.
- The first task in the ticket workflow 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.
- They will then reply to the email with their equipment choice, which you will see in the feed at the bottom of the ticket. You can proceed with step 4 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 4 to enter the equipment choice in the ticket.
- Click "Actions" > "Update".
- Enter a comment such as "Renewing laptop" or as detailed as you like.
- If you don't want the device user to be notified, remove their name from the Notify field.
- Select the Equipment to be Ordered from the dropdown list.
- Enter the New or Replacement Device Location, such as "Home Office" or "4 Currier".
- Leave the other fields blank or as-is.
- Click the green Save button in the upper left corner.
- Click on "Mark Complete" in the ticket on the right side where it says "Equipment Manager Review and Update".
- You can now close the ticket. It will move into the next queue where ITC will review before ordering.