Training: Devices

Sending Laptops to IT

The purpose of this workflow is to track the Dell Laptops that are being sent to IT for repair or re-imaging.

Two Sierra accounts have been created. Both have pop-up messages describing the purpose of the account.

1. Waiting to be sent to IT (Pop-up: Items waiting to be sent to IT for re-imaging and repair. Be sure to check these items out to the "Sent to IT" account when they are picked up.)
2. Sent to IT for re-imaging and repair (Pop-up: Items that are with IT for repair and/or re-imaging)

Workflow

1. When laptops are returned and must be repaired or re-imaged, check them in as usual.
2. Check them out to the Waiting... account.
3. Make a note regarding items that need repair so that IT knows what to repair and tape this note to the device.
   • If the laptop is damaged and the damage was caused by the student place the student ID number and name on the slip so that IT can work with the student on payment. (They may ask us to add a service indicator).
   • Always notify the students that they may be liable for damage.
4. When you are ready to request a pickup, or when IT is ready to pick the devices up:
   1. Create a SNOW ticket via email to it.support and to ricardo.calatrava.
   2. In the body of the email include the number of laptops to be picked up. You may sort the item display by location and then copy and past your portion of the item display into the email so that serial and tag numbers will be included.
   3. Make sure that the email contains contact information and the location of the devices
   4. Ensure that all library faculty and staff know where the items are held for pickup so that the pickup can be handled as easily as possible.
   5. Check the devices out to the Sent... account.