Loaner Break/Fix Process

Summary

The purpose of this KB is to document the process and logistics of a Break/Fix Incident of a loaner managed by Technology Support & Library Services. For every device returned by a customer, please note any missing equipment or changes in equipment conditions as it related to the device check-out. If the customer reports an issue, or you notice any damage, please utilize the instructions below.

Note that all University equipment is insured and the customer is not liable for any accidental damage outside of deliberate destruction or carelessness.

Environment

Webcheckout (WCO), Teamdynamics (TDx), Tech Repair, Tech Shop

Issue

A returning customer is experiencing issues with a loaner device and needs to initiate a break/fix process.

Resolution

1. Create a Break/Fix Incident in TDx using this form. 
2. Place the device on the offline shelf.
3. The form automatically assigns the ticket to Technology Library with the following details:
   • Service: LSA-TS-Desktop-and-MobileDeviceSupport
   • Service Offering: LSA-TS-DeviceSupport-Troubleshooting-Repair
4. Technology Library will then follow these steps:
   1. Record the break/fix in WCO and set the device status to offline.
   2. Assess the incident to determine if it is a hardware or software issue.
5. If it's a software issue, Technology Library will attempt to rebuild the device.
6. If it's a hardware issue:
   • Assign the ticket to LSA-TS-Computing Services and coordinate the transportation of the device.
   • Computing Services will then create a Repair Incident with ITS Tech repair using their form (CS staff member should be the requestor) and take the following steps:
   1. Once submitted, note the ticket number and record it in the original break/fix ticket.
      • The break/fix ticket should then be set to "Awaiting Input".
   2. Print each ticket and affix the break/fix ticket to the laptop bag and the repair ticket to the device.
   3. Store the bag and its contents in the labeled drawer in AH G150.
   4. Walk the device to the Tech Shop located at the ground floor in the Michigan Union. Have the repair number/ticket ready for the tech consultants.
   5. Once the device is fixed, verify if it needs to be rebuilt and make the necessary steps.
   6. Once the device is confirmed ready for distribution, reassign it to Technology Library.
7. Completed devices can be retrieved from AH G150 and put back online for redistribution.

Additional Information

For further details on the process or to report additional issues, please contact Computing Services via Slack.