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 approverRefresh Tickets track the refresh process and provide helpful tools such as bulk updates, TDX integration, automatic prestaging for windows systems, and more.
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.
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The Schedule Slots link on the Navigate drop-down menu refresh tickets page provides a calendar overview of all of the schedule slots in Otto. You can filter this calendar by Support Team.
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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.
A Refresh Admin will create a Refresh Config that contains a set of default starting parameters, and a set of required configurations such as approvers, approved device models and peripherals, etc. This will be assigned to refresh tickets when they are created.
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 ServiceNowTDX, 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 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 TDX 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 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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