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A Refresh Ticket has an Existing System which is the customer’s current machine that is being replaced.
A Refresh Ticket has a User who is the customer who uses the existing system. The User is assigned from ServiceNow data when the Refresh Ticket is created.
A Refresh Ticket gets assigned a Replacement System which is the new system that’s being given to the customer.
A Refresh Ticket has a Group, which is the Otto group that the replacement system is placed in when its it's assigned.
A Refresh Ticket has a Support Team, which is assigned from ServiceNow data when the Refresh Ticket is created.
The Customer eventually picks a Schedule Slot which represents the date and time they are available for NIT to deliver and setup their Replacement System.
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MiWorkspace Managers and help desk (NIT, Depot, Help Desk) have the ability to see but not edit Refresh Tickets, Schedule Slots, Device Models, and Peripherals.
Only Refresh Administrators (particular members of Depot and NIT) may create and edit Refresh Tickets.
MiWorkspace Managers (NIT and Depot) may change and delete a refresh ticket’s schedule slot in order to handle the scenario where a customer changes their mind after their schedule slot has been chosen.
MiWorkspace Admins (NIT Leads) may also delete un-selected Schedule Slots in order to clear slots for unit events and staffing considerations.
Approvers for each organization and are configured inside Otto by an Otto App Admin (MWS Engineering) by assigning an Mcommunity group.
Options:
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: if Can Customize Computer is 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: this is 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.\
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