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A Refresh Admin does discovery work with external tools and works closely with the unit contacts to select machines that need to be refreshed.
When ready, Refresh Admins bring that data to Otto and create a Refresh Ticket Batch of serial numbers. The Refresh Ticket Batch updates the Otto systems from ServiceNow, and alerts the refresh admin about systems that don’t exist in Otto, systems that require groups, systems that don’t have users or support groups assigned, etc.
Once the Refresh Ticket Batch is ready, Refresh Tickets are created. Refresh Tickets are assigned Proposed Models (an exact device model type), customized Peripherals (if needed), a delegate (if appropriate), and set to no_customer (if appropriate).
A day after creation time, to allow time for the refresh admin to customize settings, a customer (or delegate) is emailed the customer_begin email inviting them to visit Otto. If the customer doesn’t visit Otto, a follow-up reminder email gets sent a week later.
If a customer makes a device, peripheral, or software request that requires approval, the refresh ticket is set to requires_approval and awaits the unit approver to take action. Otherwise, the refresh ticket is advanced to pending_ordering and awaits Depot action.
The Unit Approver has a dashboard in Otto to monitor their unit’s refresh tickets, and a set of controls that allows them to approve refresh tickets. They also get sent an email every Friday summarizing the status of their refreshes and reminding them to take action (if needed).
Once the refresh ticket advances to pending_ordering, Depot will take over. Depot will group the refresh tickets into convenient Order Groups and generate a manifest of equipment from them. They use that manifest to create a shopping cart which they send to the unit for final approval.
Once that has been approved, the refresh tickets in the order group are assigned a PO and a ServiceNow INC Team Dynamix request item to track the order process.
Once the new devices arrive at Depot, replacement systems are assigned to Refresh Tickets in Otto.
For On Campus (Remote Customer: false) Tickets:
As soon as the replacement system is assigned, Otto emails the customer inviting them to pick a Schedule Slot to have their equipment delivered.
As soon as a customer picks a schedule slot, the refresh ticket is advanced to pending_delivery and a ServiceNow Request Item is created (link available on the Otto Refresh Ticket) which provides tasks for Depot and NIT in order to complete the process.
For Remote Customer tickets:
As soon as the replacement system is provided, the customer is emailed with the tracking number.
For Windows systems, the system is automatically prestaged. Otto closes the Prestage Task in TDX, leaving the setup-uniqname-group task for NIT.
For Mac systems, the TDX workflow is initiated but the Mac Engineering Team is emailed a request from Otto to do the at-home MDM setup.
Once the ServiceNow Request Item TDX Req is marked complete, Otto will see that and will mark the Refresh Ticket Complete within 12 hours. This ends the refresh process.
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Can Customize Computer: Without this, the customer is merely notified of which device has been selected for them (the proposed model). With this enabled, the customer is allowed to pick a different device from a list of all approved models for their organization, and they may also indicate that none of the available models in the list are adequate.
Can Customize Computer Platform: When enabled, this feature also allows the customer to select systems of a different platform than their Proposed Model.
Can Request Different Device: If Can Customize Computer is disabled, this allows customers to indicate that the proposed model is inadequate.
Can Customize Peripherals: Allows the customer to select any approved peripheral for their organization. This also allows them to modify any peripheral bundle items. If this is not enabled, they simple see any items from their peripheral bundle displayed.
Can Customize Software: Allows the customer to request specific pieces of software from a curated catalog.
No Customer: Enabled by default if the help desk tool indicates that this isn’t a primary machine. If chosen, no emails are sent and the ticket immediately advances to pending_ordering.\.
Remote Customer: Indicates a situation where the device is shipped off-campus, usually by a vendor. For windows systems, this also instructs Otto to prestage the replacement system with the MDM prestage type.