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Overview illustration of the current TDx Workflow
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What Applies to All MiWorkspace Loaner Requests
Requestors are the point-of-contact for the RepairLoaner; this can mean any of the following:
Device user, if they are the most appropriate person to receive updates
Delegate, such as an executive admin to avoid contacting a VIP
Unit contact, in ‘No User’ situations (see belowsituations where someone from the customer unit will distribute the loaner(s)
The Request ticket stays assigned to NIT while other tasks may be created for other groupsDepot
All MWS Repair Loaner Requests will ask NIT to confront these decisions:
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this decision:
Loaner Source:
NIT or Unit
Use this choice when NIT has the loaner on hand and Depot is not required
When the workflow is attached, a single Task spawns for NIT to Prep/Deploy/Retrieve the loaner; when it has been marked complete, there are no further Tasks in the workflow
Depot
Use this choice when a Loaner from the Depot Loaner Pool is required
When the workflow is attached, the first Task will be for Depot to Assign/Build/Deliver the loaner to NIT; when it has been marked complete, NIT gets their Prep/Deploy/Retrieve Task
NIT Prep/Deploy/Retrieve Task
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This Task must remain open until NIT has retrieved the Loaner back from the user |
While the Loaner is deployed to the customer
Set the Status of the Request to Scheduled and choose an appropriate date (no more than 90 days in the future) to remind yourself to get in touch with the customer
Take Responsibility for the Task (if you haven’t already)
Leave the Task incomplete until the loaner is back in the custody of NIT
Marking Complete this task will immediately spawn a Task to Depot to pick up the Loaner
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Yes - select this option only once you have the broken device ready for Depot to pickup
Cancel - select this option if the hardware does not need to go to Tech Repair after all
No further tasks will spawn for this branch
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If you Mark Complete the NIT Prep/Deploy/Retrieve Task by mistake, the workflow must be reset. Go to the Actions menu of the ticket and choose Remove Workflow. Then return to the Actions menu and choose Assign Workflow, then pick the MiWorkspace Loaner Workflow from the dropdown on the next screen. Then you will need to Mark Complete the Depot Assign/Build/Deliver Task to advance the workflow back to the NIT Prep/Deploy/Retrieve stage. |
Changes from Previous WF & Other Notes
Previous Workflow | New & Improved Workflow |
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If International Travel was indicated (will this loaner be taken abroad?) the workflow would create a Choice Step assigned to ITS-Security to either Approve or Decline an encryption exception for the device, based on the Destination Country provided in the submitted form. | Both the Client Portal request form and the TDNext request form still ask if it is going abroad, but the workflow no longer uses it as a branching condition. |
Workflow could not proceed until ITS-Security approved or declined their Choice Step, which could not be re-assigned from their Group Responsibility. | NIT (and Depot if needed) can proceed immediately due to the knowledge that all MWS Loaners will be encrypted |
Workflow had two separate branches with nearly the same tasks due to the fact that the processes for building an unencrypted Windows device versus an unencrypted Mac device are very different. It was performed so rarely that the Task Descriptions needed to give a step-by-step. | Workflow is significantly streamlined and easier to follow progress in the TDx Workflow Viewer now that tasks have been consolidated and NIT and Depot follow normal build procedures for Mac and Windows devices. |