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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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The Schedule Slots link on the Navigate dropdown provides a calendar overview of all of the schedule slots in Otto. You can filter this calendar by Support Team. Additionally, calendar links are provided at the bottom of the page that you can subscribe to in order to see the Schedule Slot times on your own calendar.
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Process Overview
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 to track the order process.
Once the new devices arrive at Depot, replacement systems are assigned to Refresh Tickets in Otto.
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.
Once the ServiceNow Request Item is marked complete, Otto will see that and will mark the Refresh Ticket Complete. This ends the refresh process.
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