In Otto for MiWorkspace Units, Refresh functionality is provided to assist with the tracking of workflow associated with updating a customer’s computer, and it includes communicating directly with the customer and unit’s approver.
New in May 2021: Otto Refresh supports at-home refreshes. A Refresh Ticket has a remote_customer setting that is enabled for at-home refreshes. Remote Customer refresh tickets do not use schedule slots and instead provide a tracking number to the customer for the vendor-shipped devices/equipment.
Refresh Tickets may be viewed from the appropriate link in the Navigate toolbar drop-down menu.
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You can also search for Refresh Tickets by system name or customer name.
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On a system’s page, if it has a refresh ticket, a link is provided.
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If a Refresh Ticket has a Request Item in ServiceNow, there’s a link from the Refresh Ticket’s page.
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A Refresh Ticket’s Team Dynamix request and tasks are shown on the Team Dynamix card, and may be refreshed with a button click.
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The Schedule Slots link on the Navigate drop-down menu provides a calendar overview of all of the schedule slots in Otto. You can filter this calendar by Support Team.
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