Body
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.
Environment
Webcheckout (WCO), 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
- Record the break/fix in Webcheckout (WCO) and set the device status to offline.
- Place the device on the offline shelf.
- Create a Break/Fix Incident (BFI) in TDx, including the asset name/serial number, the caller (person submitting), and the location of the device.
- Assign the incident to Computing Services with the following details:
- Service: LSA-TS-Desktop-and-MobileDeviceSupport
- Service Offering: LSA-TS-DeviceSupport-Troubleshooting-Repair
- Assess and troubleshoot the incident to determine if it's a hardware or software issue.
- If it's a hardware issue:
- Create a Repair Incident (RI) using the TR Form.
- Record the Ticket ID in the BFI and set the BFI status to ‘awaiting input’.
- Print each ticket and affix the RI to the computer and the BFI to the laptop bag.
- Store the bag in the label drawer in AH G150 and walk the device to Tech Repair/Tech Shop located at the LEFT door past the campus computing site in the Union Basement (B620).
- If it's a software issue, send the device to the Library for a rebuild.
- Once the device is fixed, return it to the Service Center/Library.
Additional Information
For further details on the process or to report additional issues, please refer to the internal documentation or contact Computing Services directly.